I understand that it’s frustrating to not receive your order but please consider that if you have not paid for tracking, there’s no way of knowing if you post is delayed, lost or held up in customs. All orders are posted within 24-48 hours and sent as per your post selection. Before you leave a negative review that is a likely a factor related to the postal service, please contact me and I will try to resolve it, or make a claim on your behalf.

Once an order has been posted it is now the responsibility of the selected postal service to get your order to you. Unfortunately I have no capacity to influence this, nor your countries customs procedure.

UPDATE as of February 2025. Due to the high volume of people selecting standard post and then emailing me asking where their tracking number and order was, I was left with no choice but to offer tracked only for Europe. One of the main reasons for delay with Europe is your specific country’s customs process. If your order is held in customs, I am very sorry but I have no control of when they choose to release, or refuse your order.

US tariffs: Due to recent changes in US trade policy, new tariffs are now being applied to most goods imported from the UK. To ensure a smooth and simple delivery process for our US customers, we now pay these tariffs directly when shipping your order via Royal Mail's Postal Delivered Duties Paid (PDDP) service.

This means you won't be charged any additional customs fees upon delivery. However, this has resulted in a slight increase in our shipping costs, which you may notice as a price adjustment of around £5 for most orders. We've absorbed some of these costs, but this change was necessary to continue providing a seamless and hassle-free service for our valued US customers. We appreciate your understanding.

DHL express (guaranteed 3 days within Europe and 3-5 days on long haul) is available but will still offer Royal mail internationally but cannot say with any certainty how long it will take (often taking 3-4 weeks to arrive). If a DHL service is returned due to failure to communicate with with DHL or customs. The cost of the return will be deducted from the refund of the product ordered.

I work for myself and do not employ staff but rest assured that all deliveries are posted within a maximum of 48 hours of the order being placed. If orders are delayed it’s usually an issue with the post services (unless away on holiday but you will always be informed)..

Please note that some countries will charge import/customs and VAT duties on orders and that is not covered by your purchase. VAT is only charged on U.K orders.

For orders outside of the U.K. please include your phone number so customs can contact you if needed. If you do not and the post is returned you will unfortunately be charged for post again, if you require re-shipping.

Orders that are returned to me due to customs issues will be refunded the cost of the product minus the cost of postage. You can request to have it re-shipped by other means and you will be invoiced for the cost.

As from 5th May 2024. Orders for Pro E placed from Spain, Portugal, Germany or Austria cannot be fulfilled anymore.

If you have a problem please let me know and I will do what I can at my end.

Thanks for your understanding.

Keith

Updated Sept 2025