Plain discreet packaging

We operate a plain packaging policy for your piece of mind and security. There will be no information as to the contents of the parcel visible. The shipping label will have no sender information. We will not include delivery notes or invoices inside the parcel – these are available paperless.

Next day delivery

Our standard delivery service is next working day. Over 95% of the time this will happen but please understand this is not a guaranteed service.

Most items if ordered by 2:30pm will be shipped same day (working days only) and will be scheduled for a next working day delivery. If an item within your order is bulky or long length, like a tent, mounting bars or Ionframe EVO8 for example, this is not always going to be delivered by next working day, please allow extra time as special courier collection has to be booked. Please also note that any locations listed in the surcharge section below will be a 2+ working day service*. Please understand at busy times, like Black Friday or Christmas, there can be delays in the delivery network so we do not guarantee our speed of service. Most items if ordered after 2pm on a Friday, will ship on the following Monday. We do not ship on weekends or bank holidays. 

Please note some smaller packets and parcels may be sent by Royal Mail tracked 24 service.

If you require a weekend delivery we can quote for this. Please email or phone for advice.

Surcharges

The majority of postcodes can be served by next working day and at the cost advised at checkout. The following list of regions may attract surcharges in addition to the shipping cost paid. We will contact you after receiving your order to advise of this additional shipping cost. Alternatively, please contact before ordering for an accurate shipping quote.

Scottish Highlands (some) & Islands

Northern Ireland^^

Isle of Wight

Isle of Mann

*Free shipping does not cover surcharges.

^^Northern Ireland Surcharges - From 20 October 2025, a Clearance Charge will be applied to all parcels sent from the UK to NI. This is in addition to the normal postcode surcharges which are based on order weight and dimensions. This reflects the increase in processing and handling required as a result of the customs and trade rules that came into effect with the implementation of the Windsor Framework, earlier this year. Therefore, an additional charge of 0.75p per consignment will be applied to cover these costs.

Oversized, long length and Bulky Items

Orders containing these items may be subject to additional charges and will not be a next working day delivery service. Occasionally, bulky orders may need to be delivered on a pallet. We will contact you to advise further.

 

We ship tracked to your front door

For a discreet and secure service, we track shipments to your front door and we retain a proof of delivery. Please note that if you have used “safe place” or deliver to neighbour instructions before with the couriers we use, you will have authorised them to do this for all orders. We recommend you remove this preference from your address that you have previously authorised with the courier. We cannot be held responsible for issues arising when couriers follow your special requests, you accept full liability.

 

Late deliveries, damages or missing items

If you experience a delay beyond what your tracking information advises please contact us immediately or within 24 hours of the expected delivery date in order for us to follow up with the courier.

You need to inspect the 6 sides of the parcel(s) upon receipt for damage before accepting the delivery. If you see damage, you need to ask the courier to photograph it. If the damage is serious, we do recommend rejecting the parcel  - for example a hole in the box or the parcel is insecure. We are unable to claim for damages if you accept a delivery without highlighting the damage. You must inform us within 24 hours of the delivery if you have received damaged items. You must keep all packaging for evidence.

For quality assurance, all our orders are recorded on CCTV and imaged. In the unlikely event you have any issues with wrong items supplied or missing items, you must contact us in writing no later than 48 hours from time of delivery. Unfortunately we are unable to refund shipping costs due to delays beyond our control.

Return shipping charges

Over 99% of our deliveries are made on schedule and without issue. Please note that if the courier is unable to deliver to your address and the parcel returns to sender, the buyer will be responsible for all shipping and return charges. This includes if the buyer provides bad address information. This can also include if the buyer’s parcel goes to a parcel shop and is not collected within the timeframe advised. If a parcel is refused for changed mind all shipping and return charges will be deducted from any refund offered.

 

Free shipping 

Free standard shipping is offered when you spend £150 or more on products. Approximately 90% of our products qualify for this. Please note long length (e.g. tents, bars and large led lights) or bulky items (e.g bags of coco/soil) are not included as these are not standard shipping. We may need to contact you for extra payments or surcharges due to size and/or weight.

For certain postcodes (e.g. Islands and Highlands, NI, IOW etc....), the customer is responsible for the surcharge as free shipping only applies to standard shipping only.

We totally understand that you may need to cancel your order or request a return. We reserve the right to charge you for shipping charges we have incurred that we advertise as free if you do cancel. This is only fair as for bulky items for example, we might have paid out up to £100 for your outward delivery. The shipping will always be free as advertised if you keep the item but please understand you might have this deducted from any refund if you decide to cancel an order, especially for bulky and long length items.