Questions about an order? Email [email protected] or call 07766 837830. Our live chat is available 24/7; our team replies Monday–Friday during warehouse hours.

• Same-day dispatch: in-stock orders placed before 2pm UK time (Mon–Fri) are usually dispatched the same working day.
• Orders placed after 2pm, at weekends or on bank holidays are dispatched the next working day.
• Pre-order, backorder, special-order and made-to-order items are dispatched when stock arrives; the product page shows the expected timing.

• We ship with Royal Mail and DPD; the service depends on the size, value and destination of your order.
• Free UK delivery on orders over £129.99. Otherwise, delivery options and prices (including 24hr and 48hr services) are shown at checkout.
• Delivery time is counted from the date of dispatch, not the date of order.
• Shipments use tracked services where available. Some shipments may require a signature.

Tracking

Tracking details are generated when the courier collects (often late afternoon). If you don’t receive tracking, email us and we’ll provide it. We share your name, address and contact details with the courier so they can deliver — see our Privacy Policy.

Lost or delayed parcels

• If a parcel is confirmed lost or unrecoverable by the carrier, we will send a replacement or refund the lost items.
• Carrier investigations can take 7–14 days (sometimes longer internationally).

For deliveries outside the UK, local import VAT, customs duties, and carrier handling or clearance fees may apply. These charges are set by the destination country and/or the carrier and are the customer’s responsibility unless explicitly stated otherwise at checkout.

Unless explicitly stated otherwise at checkout, international orders are shipped on a DDU (Delivered Duties Unpaid) basis.

• The courier or local customs authority may request payment of import VAT, customs duties, and carrier clearance/handling fees before delivery.
• These charges are determined by the destination country and are not controlled by us.
• By placing an international order, you acknowledge and agree that these charges are the responsibility of the customer and must be paid directly to the courier or customs authority in order for the shipment to be released and delivered.
• If a shipment is refused because duties, taxes, or clearance fees are not paid, the parcel may be returned to us and any refund may be reduced by any return shipping costs, customs charges, carrier fees, or other direct costs incurred by us.

Some destinations may be offered on a DDP (Delivered Duties Paid) basis where this is clearly stated at checkout. If DDP is not stated, shipments should be assumed to be DDU. We cannot control or reliably estimate these charges in advance.

Please inspect your order promptly on delivery and before first use — check for obvious transit damage, missing parts, loose components, or anything that appears abnormal.

• Transit damage: if your parcel arrives damaged, contact us within 48 hours with photos of the outer packaging and contents.
• Missing items: report missing items within 48 hours of delivery.

These timeframes help us raise claims with couriers promptly. They do not reduce your statutory rights for faulty goods.

If you are a consumer in the UK, you usually have the right to cancel your order within 14 days of receiving your goods (the distance-selling “cooling-off” period), unless an exemption applies.

How to cancel

• Email us with your order number and a clear statement that you wish to cancel.
• Return the goods within 14 days of telling us you wish to cancel — see how to return an item.

Condition of returned items

• Items should be returned unused, in original packaging, with all accessories, manuals and seals intact where applicable.
• You may inspect goods as you would in a shop. If handling goes beyond what is necessary to inspect, we may reduce the refund to reflect any loss in value.

Return postage and refunds

For change-of-mind returns, the customer is responsible for return postage. We recommend using a tracked service and keeping proof of postage.

If you chose an upgraded delivery option, we refund the standard delivery cost (where required by law).

Special order & made-to-order items

Gift vouchers have their own cancellation rules — see Gift Voucher Terms.

We comply with the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund depending on the circumstances.

Stop using the product if you suspect a fault

If you notice abnormal noises, binding, resistance, overheating, smoke, unusual vibration, or a mechanical or electrical fault, please stop using the product immediately and contact us. Continued use after a fault appears can cause additional damage and may affect warranty assessment. This does not limit your statutory rights.

How we resolve faults

• We may ask for photos/video and basic troubleshooting steps to confirm symptoms.
• Where required, we will request the product is returned for inspection.
• Where a repair or replacement is an appropriate first remedy, we will provide it within a reasonable time.

Return shipping for fault assessment

• UK customers: for confirmed faults we cover reasonable return costs (often via a prepaid label). If a return is requested to assess a reported fault, we will advise the return method.
• International customers: we may provide a prepaid label or agree reimbursement of reasonable return postage if a manufacturing fault is confirmed. Where inspection shows external damage or misuse, return costs are not refundable.

Evidence & inspection for complex claims

Where a claim involves multiple damaged parts or alleged “knock-on” damage, we may require return of the product for inspection. We cannot fairly assess cascading or consequential damage claims without inspecting the product in its reported condition.

What counts as normal wear, and how modifications affect warranty, is set out in our Terms & Conditions; our liability is covered in section 11 of the same page.

1. Email [email protected] with your order number and reason for return.
2. We may request clear photos/video (e.g. packaging, model, electronics, tyres, controller) to triage quickly.
3. If a return is approved, we will provide instructions (and where applicable, a label or reimbursement guidance).
4. When we receive the item, we inspect it and confirm the outcome (refund, repair or replacement).

Refunds are processed to the original payment method within a reasonable time after approval/inspection (typically within 10 working days).