My Order Has Not been Despatched Yet
Please note Covid is playing havoc outside the UK and is randomly affecting our inbound deliveries of special order items. These normally arrive within 1-3 working days of order but we are having instances of some deliveries being a day or two late. We are unable to predict when this may be and normally they do arrive within 1-3 working days (which excludes weekends when they don't deliver). The current situation is beyond our control and we thank you for your patience, but rest assured we have your order and will send it as soon as it arrives.
If your order has not been despatched yet it most likely contains Special Order items.
Below each item in your basket when you ordered was a stock status. Special Order items are normally ordered from our US supplier on Monday, Wednesday and Friday by our order cut off time of 7pm GMT. If you order a mix of Pre / Special Order and In Stock items on the same order the order will be shipped when complete.
COVID 19 Delays: We import Special Order items from the USA; deliveries are far from back to normal. This is now sometimes impacting our inbound deliveries as the delivery hubs our orders go through on the way to us may be shut down or short staffed. This is sometimes causing delays of up to 2-3 days at times. If your order is delayed in being despatched this will be the reason and we can only be patient and wait. This does impact our normal level of service and we can only apologise for the delay which is out of our control.
We use Express Shipping services to ensure that our Special Order items arrive with us normally in 1-3 working days later depending on day of order. This process may be affected occasionally by flight delays or UK/US Bank Holidays.
If you select Next Working Day delivery on a Special Order item it will be despatched by Next Working Day the day it arrives with us, not the day that you order.
Downloads are processed the same working day Monday - Friday 10-4pm normally within 1-2 hours. Outside of these hours processing time will vary but they are normally processed within 24 hours.
We aim to despatch all orders for in stock items the same working day Monday - Friday (there is no despatch at weekends or on Bank Holidays) if ordered before 11.00am, orders placed after this time including Next Day Delivery items may be despatched the day after.
If your question is not answered above please fill in the contact form below including your Order Reference / Invoice number in the message box.
Check your junk or spam if no reply message arrives, we reply during our opening hours Monday - Friday 10-4pm exc Bank Holidays.