My Order Has Not been Despatched Yet
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, this is also shown on your order confirmation email.
The basket notes when ordering advised you that Special Order items are normally ordered from our US supplier on Monday and Thursday by our order cut off time of 7pm GMT, if you order after the cutoff time your items will go onto the next order day.
We then use Express Shipping services to ensure that our Special Order items arrive with us around 2-3 working days later. This number of days may be affected by peak season delays due to increased volumes (e.g. run up to Black Friday and Christmas) flight delays or UK/USA Bank Holidays and can increase the number of days by around 1 - 2 days. Any delay is out of our control we are in the hands of the international carrier and delays can sometimes happen.
If you order has a mix of Pre / Special Order and In Stock items on the same order the order will be shipped when complete.
If you selected 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 as explained / shown when you were checking out.
Downloads are processed the same working day Monday - Friday 10-4pm. 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 1pm UK time, orders placed after this time including Next Day Delivery items may be despatched the day after.
Please rest assured we have your order and will despatch it ASAP.
If your question is not answered above please fill in the contact form below including your Order / Invoice number in the message box.
If the answer to your question is answered above we will not reply to your message.
Check your junk/spam if no reply message arrives in your Inbox
We aim to reply same working day if possible (sometimes this may go out to next working day) during our opening hours Monday - Friday 10-4pm exc Bank Holidays.