How long will my order take to arrive?
FREE standard delivery on orders valued at £35 or over, excluding shipping
Standard Delivery – non tracked
The majority of deliveries are arriving within the 5-7 working days time frame, however, please be aware that due to COVID some areas of the UK are experiencing longer delays of up to 15 working days for orders to arrive. Our standard delivery service is not tracked and not guaranteed within a timeframe.
48 Hour Tracked Service
This is a tracked service and deliveries are expected to arrive within the 48-working hour timeframe – however due to the ongoing issues with COVID, delays may be expected.
DPD Next Working Day Service
Our next working day service is currently running with no timing issues.
If you've ordered next working day UK delivery your package should arrive:
- Tomorrow if you ordered before 2 pm Monday to Thursday
- Tomorrow or the next working day if you ordered after 2 pm Monday to Thursday
- By Tuesday if you ordered at the weekend or after 2 pm on a Friday.
We use a DPD courier service and this is fully tracked.
Please note: these timings only apply to UK delivery. If you've ordered from outside the UK your delivery may take a little longer.
We've temporarily paused orders to destinations outside of the UK. We are working to re-enable the service as quickly as we can. We apologise for the inconvenience caused and look forward to welcoming you back online soon.
How do I qualify for free delivery?
If your order amount is over £35 and the shipping address is in the UK, we’ll deliver your items free.
Do you accept returns?
Yes, we are happy to accept returns. Provided the product packaging is unopened and we receive the item(s) within 60 days of delivery, we will process a refund for your order. You will receive a confirmation of this via email. Funds will be restored to your account within 14 days of receiving your returned item(s).
Note: For hygiene reasons we cannot accept returns of the following items: deodorant, soaps, shampoo bars, dental floss, toothpaste, toothbrushes, sunscreen, lip-balm, mouthwash and body lotions.
We do not have a free returns service, therefore, the buyer is responsible for paying any return postage costs.
Where do I send my returns to?
Please send you returns to:
Thaw Logistics Ltd,
Unit 9 Hunslet Trading Estate
Please ask the Post Office for your proof of posting certificate (receipt) and retain it for your reference.
How long will my refund take?
Refunds for posted returns can take up to 14 days to be processed from the date of return.
I have lost my Proof of Postage, can I still get a refund?
Without Proof of Postage we cannot refund any money if we do not receive the returned items. The Proof of Postage will be stamped by the Post Office and supply a tracking number to prove the item(s) have been returned.
Are there any items I can’t return?
For hygiene reasons we cannot accept returns of the following items: deodorant, soaps, shampoo bars, toothpaste, toothbrushes, sunscreen, lip-balm, mouthwash and body lotions.
Your statutory rights are not affected by our returns policy.
If you have a question about delivery, returns or anything else, drop us a line at firstname.lastname@example.org. We’d love to hear from you.