Last updated October 2026
From our bench to the post office
Orders are packed by hand within one to two business days of being confirmed. During a collection launch or a promotional week, add a day — we would rather tell you than have you wonder. You will receive an email the moment your parcel is handed to the carrier.
Working hours are Monday to Friday, excluding public holidays. An order placed late on a Friday evening begins its journey on Monday, not the moment you press the button.
What postage costs
Postage is calculated on the value of the goods, before tax. Where more than one service is offered for your destination, the choice and its price appear at checkout — nothing is added silently afterwards.
How long the journey takes
The estimate below is counted from the day the parcel is collected, not from the day you order. It is a realistic range rather than a promise, and weather, customs, and carrier volumes can all stretch it.
| Destination | Typical time in transit |
|---|---|
| United States & Canada | 5 to 10 business days |
| United Kingdom & Europe | 7 to 14 business days |
| Asia, Australia & New Zealand | 9 to 18 business days |
| Rest of the world | 7 to 21 business days |
Following your parcel
Tracking is emailed when the parcel is dispatched. A label can sit unread for up to 72 hours before its first scan appears, which is normal. If there has been no movement for seven business days, send us the order number and we will chase the carrier from our side rather than leaving you to watch a static page.
Crossing a border
We post to more than fifty countries. An international parcel may attract import duty, sales tax, a brokerage fee, or a handling charge raised by the destination country. Unless the checkout says otherwise, those are the recipient's responsibility, and customs may ask for identification or paperwork that holds a parcel for a few days. We cannot describe a commercial order as a gift or lower its declared value.
When nobody is in
Carriers may ask for a signature, attempt delivery more than once, or leave a card directing the parcel to a local collection point. Please follow that notice promptly. A parcel returned to us because an address was incomplete, delivery was refused, or a collection was missed may need the actual return and re-sending cost paid before it goes out again.
If it arrives damaged, or never arrives
Tell us as soon as you notice. Email the order number with photographs of the parcel and the bag, and report visible damage or a wrong item within seven calendar days of delivery so we can open a case while the trail is fresh. If tracking claims delivery and nothing has appeared, check with neighbours and your building first, then write to us — we will investigate with the carrier.
Keep the packaging and the bag until we confirm the case is closed. Our Returns & Refunds page explains what happens if the bag itself is faulty.
Where we do not post
We deliver only to the destinations offered at checkout. Carrier rules can exclude P.O. boxes, parcel lockers, freight-forwarding addresses, and some remote or restricted areas.