Shipping & dispatch policy

This policy explains how we process and dispatch your order. For services, prices and delivery areas, see our delivery policy.

Order processing

When you place an order we'll send an order confirmation email straight away. Your order is then picked and packed at our UK warehouse. Once it leaves us you'll receive a dispatch email with your tracking reference.

Same-day dispatch

We dispatch seven days a week. Order before 4pm and your order is dispatched the same day (some services have earlier weekend cutoffs. See the services table in our delivery policy). Orders placed after the cutoff are dispatched the next day, and orders placed on a UK bank holiday are dispatched the next working day.

Age checks on delivery

Everything we sell is age-restricted to adults aged 18 or over. As well as verifying your age at checkout, we may use courier services that carry out an age check at the door:

• The courier may ask the person accepting the parcel to show photographic ID (passport, driving licence or PASS card) if they look under 25.
• A signature may be required on delivery.
• If the courier isn't satisfied the recipient is 18 or over, the parcel won't be handed over and will be returned to us.

Full details are in our age verification policy.

Delivery address

Please check your delivery address carefully before completing checkout, because we can't change the address once an order has been dispatched. If a parcel is returned to us because the address was incomplete or incorrect, we'll refund the order minus our delivery costs, or re-dispatch it at your request (a re-delivery charge may apply).

Problems with your delivery

If your tracking hasn't updated for several days, or your order arrives damaged or with items missing, contact us as soon as possible, ideally within 48 hours of delivery, and we'll put it right.