Delivery
WHERE DO WE SHIP?
UK only
WHEN WILL THE PRE-0RDER BE DELIVERED?
We will import the goods from Korea and processed for delivery, Monthly pre-order magazines will be delivered at the latest in the second half of the issued month.
Special pre-order products are expected to be delivered within 2-3 weeks from the date of issue.
We try to deliver your order as soon as possible.
WHO DO WE SHIP WITH?
Hermes and Royal Mail are our main couriers. The choice depends on each order as the weight, destination, item size, restrictions on goods and other factors need to be taken into account.
HOW LONG DOES DELIVERY TAKE?
Due to the ongoing COVID-19 situation, our courier partners and warehouse have been impacted by restrictions imposed to follow government guidelines and reduce the risk of staff members.
Please note that this is causing some delays in dispatch, as well as increases to some transit times for our couriers.
For all orders we aim to dispatch out in 3-5 working days (where the order does not contain preorders). Delivery depends on the courier service but typically Hermes and UK Royal Mail 2nd class service are 3-5 working days from dispatch. During Coronavirus and peak times this is increasing to more than 10 days transit time unfortunately and we ask for your patience during this challenging period.
Delivery is not guaranteed within this timescale and parcels can occasionally take longer to reach their destinations. Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands, certain parts of Scotland and Europe will usually take a little longer to arrive.
We do not do deliveries outside of UK presently.
There are certain items that we are unable to post outside of UK.
WHAT HAPPENS IF I ORDER PREORDER ITEMS WITH NON PREORDER ITEMS?
We will wait till all the items are available (the preordered item needs to arrive into our depot) before dispatch of all items together. If you wish for a quick dispatch of the in-stock items first, please do order them separately from any Preorder items.
WHAT UK SHIPPING RATES ARE AVAILABLE?
Standard shipping is £3.50 for orders under £50. For orders over £50 and under £150 this is £6. For orders over £150, we incur increased courier charges for larger / high value items and shipping is £10.
We try to keep these shipping costs low, and our pricing takes into account the courier charges, our packaging costs and warehouse costs to support these deliveries.
Prices may be different for Guernsey, Isle of Man, Jersey.
HOW WILL I KNOW WHEN MY ORDER HAS BEEN DISPATCHED?
When your order has been dispatched you will receive an e-mail notification advising you of this.
FAILED DELIVERIES
If our courier is unable to deliver your order because there’s no one home, there is inadequate help available, the goods are refused, the driver is unable to access your address / leave it in an appropriate location or you cancel the order whilst in transit, you will be liable for costs incurred for the goods to be returned or redelivered.
For example if you place an order with us and we ship by Hermes, we would not refund the shipping fee for Hermes if the driver has attempted to deliver to your address and they have been unable to deliver for a reason not related to the courier’s error. If we are asked to try and ship out the parcel again then this would then incur a second delivery charge.
If we are asked to cancel the order after a failed delivery, then the order would be refunded minus the shipping charge already incurred.
I HAVEN'T RECEIVED MY PARCEL, WHAT SHOULD I DO?
Contact us by sending an email. We will do what we can to help. If an item sent by Royal Mail has not been received it can often be found at the local sorting office awaiting collection. If not, the Royal Mail has a specific procedure that we can follow in the event of a missing parcel.
If your order has been dispatched with Hermes then we can track and trace it using their online system.
Due to the ongoing COVID-19 situation, our courier partners and warehouse have been impacted by restrictions imposed to follow government guidelines and reduce the risk of staff members.
Please note that this is causing some delays in dispatch, as well as increases to some transit times for our couriers.
I HAVE RECEIVED THE WRONG ITEM OR DAMAGED ITEM IN MY PARCEL, WHAT SHOULD I DO?
Contact us by sending an email. We will do what we can to help.
It is important not to open any items that are unwanted, as this affects our ability to return them to stock and reduces the options for resolving your issue. For items sent incorrectly or damaged we aim to exchange or fully refund when unopened and in resalable condition.
If we don’t have this option available we will discuss the other options with you.
I NEED TO CANCEL MY ORDER!
If the order has already dispatched, it will not be possible to cancel the order. On receipt of the order you would need to contact us to arrange return of the order at your cost. Shipping costs are not refundable when the order is cancelled/unwanted.
If the order has not yet dispatched and we have received reasonable notice to cancel the order, we will process your request.
MY ORDER WAS CANCELLED WHEN I DID NOT REQUEST IT. WHY?
Unfortunately in some cases we may need to cancel orders if we are unable to fulfil due to stock error, supplier shortage or damage when goods are received at our warehouse. We try to minimise these situations but it is possible to occur. We will try to offer a resolution as best we can, but if we cannot fulfil the order we will need to cancel and will fully refund any payments made where appropriate.
Returns, Refunds and Cancellation
We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by e-mail – see our Contact page.
Unwanted Goods
Please return goods unused and in original packaging in perfect condition for resale within 30 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods. Please note that you are responsible for shipping costs when returning unwanted goods.
Faulty Goods
If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge.
Contact us by sending an email. We will do what we can to help.
It is important not to open any items that are unwanted, as this affects our ability to return them to stock and reduces the options for resolving your issue. For items sent incorrectly or damaged we aim to exchange or fully refund when unopened and in resalable condition.
If we don’t have this option available we will discuss the other options with you.
Changing and Cancelling an order
Cancelling your order. You have the right to cancel your order within 7 working days from the date you received your order. To cancel your order please contact us in writing within 7 days.
If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you would need to place the order separately.
We reserve the right to cancel an order at our discretion, and the customer will be refunded any costs from the order transaction. Notification will be made to explain the reasoning where this scenario occurs.
Will any return costs be refunded?
If you return something because of an error on our part, or because it’s damaged or defective, we will refund any charges incurred in returning the item to us with proof of postage (by refunding your return postage costs – up to 2nd class signed postage only or equivalent).
We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
My Payment Card has changed/expired. How will I receive my refund?
We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque instead to cover the refunded amount.
When will I receive my refund?
We aim to action all refunds the same day we receive the goods back and it can take up to 10 working days for the refund to show on your card.
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