SHIPPING & RETURNS POLICY
(Updated September 2025)
We want your shopping experience to be smooth, transparent, and fair. This policy explains how we handle shipping, returns, and refunds, including special conditions for orders shipped to the United States.
SHIPPING
Dispatch Times
We aim to dispatch goods within 28 days of receiving your order.
For pre-orders, the 28 days apply from the release date.
If an item becomes unavailable, we will notify you by email and, if the original cannot be sourced, offer an alternative.
Occasionally, supplier or courier delays may extend dispatch times beyond 28 days.
Estimated Delivery Times
From the date of dispatch, estimated delivery times are:
UK: 2–5 business days
Europe: 3–8 business days
Rest of World: 10–15 business days
These times are approximate. Delays may occur due to customs clearance or local postal networks, which are outside our control.
Lost-in-Transit Claims
UK orders: must be reported within 15 business days of the shipping date.
All other regions: must be reported within 30 days of the end of the maximum delivery window (estimated delivery time + any advised delay).
Claims made after these periods may not be accepted.
US SHIPPING POLICY
US orders are temporarily suspended. Shipping will resume soon.
Effective 29 August 2025, the United States removed the de minimis exemption that previously allowed packages under $800 to enter duty-free. All shipments to the US are now subject to duties and tariffs, regardless of value.
To ensure smooth delivery, we ship all US orders on a Delivered Duty Paid (DDP) basis:
We handle customs clearance and pay all duties/tariffs upfront.
These costs are built into the shipping rates shown at checkout.
The price you pay at checkout is the final price — no extra fees at delivery.
Packages are pre-cleared to minimise customs holds or delays.
Tariff Rates vary by product category (from 10% to over 100%). These costs are included in the shipping rates you see.
If similar regulations are introduced elsewhere, we will update this policy accordingly.
Customer Responsibilities
Please ensure your delivery details are correct at checkout. We cannot accept liability for non-delivery where incomplete or incorrect information has been provided.
If you have not received your order within 3 weeks of receiving your shipping confirmation, please contact us via the HELP & FAQ’s or CONTACT link in the footer, and we will investigate.
RETURNS
UK & EU Customers
Under the UK Consumer Contracts Regulations 2013 (and equivalent EU law), customers in the UK and EU have the legal right to cancel their order within 14 days of receipt without giving a reason.
You must notify us of your wish to cancel within this 14-day period.
You then have a further 14 days to return the goods.
Refunds will be processed within 14 days of receipt of the returned items.
Items must be returned in original condition, suitable for resale, and in their original packaging. Audio products must remain sealed.
Exemptions: personalised or custom-made products, and sealed audio/media once opened.
We will refund the item cost and standard delivery charges. Return postage is your responsibility unless the goods are faulty or not as described.
Non-UK/EU Customers (including USA & Rest of World)
Customers outside the UK and EU are not entitled to a statutory cooling-off period. For these regions:
Returns are accepted only where goods are faulty, damaged, or not as described.
Claims must be made within 7 days of delivery, with clear photos or other evidence provided.
In most cases, we will not require the item to be returned. Where a return is required, we will provide instructions and cover return shipping.
Refunds or replacements will be issued once the fault/damage is confirmed.
US Customers – Duties, Tariffs & Returns
Because all US orders are shipped under Delivered Duty Paid (DDP), import duties and tariffs are prepaid by us-to-US Customs.
Faulty, damaged, or misdescribed items
Refunds always cover the product value of the faulty item(s).
In most cases, we will confirm the issue based on photos or evidence, and a return will not be required.
If we request a return, we will cover all return shipping costs.
Repayment of any associated duties/tariffs or shipping costs is discretionary and considered case by case, depending on whether recovery through our courier or customs broker is possible.
Non-faulty items in the same order remain valid imports and are not eligible for refund of duties, tariffs, or shipping costs.
Undelivered or Refused Orders
If a US order is undelivered due to incorrect address details, or if the customer refuses delivery and the parcel is returned to us:
We will refund the product cost only once the goods are received back in resaleable condition.
Original shipping costs, duties, and tariffs are non-refundable.
If the goods do not arrive back with us (e.g. abandoned or destroyed by US Customs), no refund will be issued.
General Rules for All Returns
Contact our Customer Services team via the CONTACT link in the footer before returning any items. Unauthorised returns may not be accepted.
We strongly recommend tracked shipping for authorised returns. We cannot be held responsible for lost or damaged parcels where tracking is not provided.
No returns will be accepted after 28 days from delivery.
Damaged/faulty goods must not be returned before contacting us, otherwise the return may be deemed unauthorised.
For minor cosmetic or packaging imperfections that do not affect use, we may offer a partial refund of up to 10% as a goodwill gesture.