Delivery & Returns

Delivery

• Standard delivery: £3.20, 3–5 working days
• Club members: free standard delivery on orders over £30
• Larger or heavier orders carry an additional handling charge on top of the standard delivery cost: £2.50 for baskets between 5–10kg, £5.50 over 10kg. This applies whether or not you're a Club member, and is always shown at checkout before you pay — never added afterwards.
• Tracking details emailed as soon as your order dispatches

We endeavor to dispatch any orders placed before 2pm on any working day, on the date of order, subject to stock. Any orders placed past 5PM on a Friday, over a weekend, or on a bank holiday shall typically be dispatched on the next working day. Our 3-5 working day policy runs from the date of dispatch in these instances.

If a courier attempts delivery and is unable to deliver your parcel, they will re-arrange delivery or arrange collection in line with their own processes. If a parcel is eventually returned to us as genuinely undeliverable after repeated failed attempts, we'll contact you to arrange redelivery (which may involve a further delivery charge if the fault was an incorrect address given at checkout) or a refund.

Where we deliver

We currently only deliver to addresses within the United Kingdom and are unable to fulfill orders to be delivered out with the UK, including the Republic of Ireland or the Channel Islands. We are able to accept orders from customers out with the UK, however, delivery can only be made to an address within the UK.

This includes the Highlands and Islands and Northern Ireland — there's no separate surcharge or exclusion for these areas, and the same standard delivery charge and weight-based handling charge described above apply everywhere within the UK.

If something goes missing, arrives damaged, or the wrong item turns up

If your order hasn't arrived within a reasonable time of the estimate above, get in touch with your order number and we'll investigate with the courier — this might mean confirming whether it's simply delayed, genuinely lost, or was marked as delivered somewhere you didn't receive it (for example, left with a neighbour or in a safe place you weren't told about). Whatever the cause, you're not responsible for a parcel that's lost or damaged in transit before it reaches you, and we'll arrange a replacement or a full refund once we've confirmed what happened.

If a parcel arrives visibly damaged, it's worth photographing the damage and the packaging before opening it further, and getting in touch straight away — this makes it much easier and faster for us to resolve, whether that's a replacement, a partial refund, or a full refund depending on the extent of the damage. If the wrong item arrives entirely (not just the wrong size or colour of what you ordered, but a genuinely different product), contact us and we'll arrange collection of the incorrect item at no cost to you, alongside sending the correct one or refunding you.

Returns

• You have 28 days to return your items, starting from the Date of Delivery.
• Items should be unused, unworn, and in original packaging, with proof of purchase (your order number is enough — you don't need a printed receipt)
• Club members benefit from free returns
• All other customers will be charged at half the rate of their postage and this will be deducted from the refund to be received.
• Refunds issued to the original payment method, normally within 14 days of us receiving your return.
• Faulty items are covered outside the standard return window too, and never carry a return fee

Ready to send something back? Use the ‘Start a return’ button at the top of this page — we'll confirm what to do next before you send anything, so we can tell you in advance roughly what refund to expect once it's received.

You arrange and pay for your own return postage using whichever courier or service you prefer. The applicable fee described above — free for Club members, or half of your original postage cost for everyone else — is then deducted from your refund once we've received the item, regardless of what you actually spent sending it back to us.

What counts as an item we can accept back

"Unused, unworn, and in original packaging" is meant plainly: something tried on to check the fit, the way you would in a shop, is fine; something worn for a day out and returned afterwards isn't. Tags and any original packaging should still be attached or intact where the item came with them. If a returned item shows clear signs of wear, use, or missing components, we may not be able to offer a full refund, and will explain why if that happens rather than simply rejecting it without a reason.

The one exception is safety footwear and other PPE — for example, safety boots, hi-vis clothing, or protective gloves. Once these have been worn outdoors or used in a working environment, we're unable to accept them back for hygiene and safety-certification reasons, even if they still look unworn, since we can't guarantee their protective properties for the next customer. Trying them on indoors to check fit and sizing, the same way you would with any other footwear, is absolutely fine and won't affect your return.

Returning only part of an order

If you bought several items in one order and only want to return some of them, that's fine — the refund will reflect just the items actually returned. If the order originally qualified for free delivery (a Club member over £30, for example) and returning part of it would have taken the remaining order below that threshold had it been the original order, we won't retroactively charge for delivery on what you've kept — the free delivery already earned on that order stands.

This is separate from your legal right to cancel

The 28 days above is our own store policy, and it's broader than the law requires in some respects (for example, it doesn't require a reason). Separately, and in addition to it, UK consumer law already gives you a legal right to cancel most online orders within 14 days of delivery, for any reason, without needing to give one — see our Terms of Usage page for exactly how that legal right works, including how a refund under it is calculated. In practice, whichever route applies to your situation, you're covered by whichever is more generous to you at the time you're returning something.

Faulty or not-as-described items

If something's faulty when it arrives, develops a fault shortly after, or isn't as described on the site, your rights under the Consumer Rights Act 2015 apply on top of everything above, and aren't limited by the 28-day window:

• Within the first 30 days of owning it: you're entitled to reject it outright for a full refund, no repair or replacement offered first
• After 30 days but within 6 months: we get one opportunity to repair or replace it before you're entitled to a refund
• If that repair or replacement doesn't fix the problem, or isn't possible: you're entitled to a price reduction, or to reject the item for a refund (which may have a small deduction for use you've had from it if you're past the first 6 months)

To make a faulty-item claim, get in touch with your order number and, where possible, a photo or description of the fault — this helps us resolve it faster without needing to see the item first in every case, though we may ask for it to be sent back or, for larger items, arrange collection.

Exchanges

We don't currently offer direct exchanges. Instead, please return the original item for a refund and place a new order for the size or item you'd prefer. We know this means paying twice and waiting for a refund rather than a simple swap, and it's worth knowing that upfront before you order if getting the right size or item quickly matters to you.