Despatch and Delivery
We process orders 7 days a week, and the average amount of time between the moment we receive your order, and the moment it leaves our warehouse is actually less than 24 hours! This time does vary however, and the amount of time it can take to process and deliver your order is outlined below.
We offer a variety of straightforward delivery methods, giving you flexibility when ordering.
Despatch Time & Delivery Time
There are two timescales to understand when estimating the delivery date of an order. The despatch time and the delivery time. The despatch time is the amount of time it takes from the moment we receive your order, to the moment it leaves our warehouse. The despatch time is the amount of time it then takes our selected courier (normally Royal Mail) to deliver the order parcel to your door.
Despatch Time
We begin processing your order as soon as it is received. Orders are printed for picking, and then charged and packed. This normally happens within just 1 day, sometimes 2 days when we are very busy, and up to 3 days at peak times like Halloween and Christmas. Sometimes there is a short delay while the stock for your order is sourced (if it is out of stock at our main warehouse) - you can find out whether to expect this delay by looking at the "Normally despatched within" time on a product's details page. Most of our products display "Normally despatched within 1-2 days" and those are the ones that are normally processed the quickest.
If you select Guaranteed Delivery when you place your order, these orders will receive priority at peak times. This is because we explain during the checkout process that in order to receive your order in time for the seasonal event, you must select Guaranteed Delivery. At all other times of the year, these orders are processed alongside all our orders, when there is no need to prioritise orders. Guaranteed Delivery orders are despatched within 1 day of receipt, sometimes up to 2 days at peak times (this is always explained at the point of order).
If you are placing an order by Next Day Delivery using the telephone, we will confirm within the phone call that all goods will be ready for despatch that day, meaning that your order will be received the very next day (orders placed on Friday are normally received on Monday unless you select our Guaranteed Saturday service at a small extra charge, please read below for more).
Delivery Time
For UK orders sent by Standard Delivery, your order will normally be sent by Royal Mail 1st Class, and this can take anywhere between 1 and 4 days to be delivered after despatch. Depending on the weight of your order, we may choose to use another service, including Parcelforce Standard Parcel, which can take up to 4 days to be received.
For UK orders sent by Guaranteed Delivery, your order will be sent either by Royal Mail Special Delivery 1pm, or Parcelforce 24 (for heavier parcels) by 6pm, and are received the following working day after despatch. So if you place your order online using Guaranteed delivery, this would mean your overall delivery time is 2 days (1 day despatch + 1 day delivery) during normal operating times.
For UK orders sent using Next Day Delivery, we use either by Royal Mail Special Delivery 1pm, or Parcelforce 24 (for heavier parcels) by 6pm, and orders are received the following working day after despatch (orders placed on Friday are received normally on Monday unless you select our Guaranteed Saturday service at a small extra charge). Some orders despatched on Friday may be received on Saturday without selecting this service, this matter is due to Royal Mail's operations, and we cannot affect this.
International Orders
The Despatch Time for international orders is the same as described above, however naturally the delivery process takes a little longer. Depending on where in the world you are, this can be anything from a couple of days (or next day for some destinations if you opt for our Next Day Delivery service) to a matter of weeks using our Economy Delivery Service. Delivery times for your country of delivery are quoted during the checkout process, and are again confirmed in your order e-mail. We will also quote your estimated delivery time on the telephone when you place an order.
Keeping It Simple
We've dedicated time perfecting the delivery operators and services we use, and getting the lowest delivery prices we can. We have perfected our internal processing operations, and have a set of decisions designed to choose the fastest and lowest price delivery service when despatching an order. To keep this simple, we have devised 4 named services so you know exactly what to expect.
Standard Delivery
The option for most customers who need their order within a few days, or lets say by the end of the week if placing near the beginning of the week. Our lowest price service for UK customers, and free on orders over £40.
Guaranteed Delivery
Need it in a hurry? We prioritise these orders during busy periods, and despatch them using a next day service throughout the year. This means that at normal times you receive your order within 2 days, and at peak times you're guaranteed to receive your order in time for the national holiday (Halloween or Christmas for example).
Next Day Delivery
Need it tomorrow? No problem, use our Next Day Delivery Service and place your order by telephone on 0333 800 8000 and you will receive your order the next working day (see notes to the left about Saturday delivery).
Economy Delivery
For International customers, we offer a slower and more economical service which normally goes via shipping networks to bring you a lower delivery price.
