We're sorry you've experienced a delay. We aim to provide the most up-to-date information that we have in My Account and in all circumstances, rest assured, we're doing all that we can to get your order to you.
My Account shows my product is Being made:
We collaborate with the best independent designers and makers to produce our distinct range. While we work closely with our manufacturers, sometimes they can experience a delay of their own in receiving supplies, which will cause a delay in the production of your product(s).
My Account shows my product is Being shipped:
Your product is on its way to us from our manufacturer, so this means we'll be working with the shipping company and the port of arrival to book the vessel in.
Once the vessel arrives, the team on the ground will work as quickly as possible to have the product(s) cleared through customs and on their way to our warehouse. Sometimes we can experience delays as your product(s) clear customs. For example, due to additional documentation being requested, or a larger number of vessels than usual arriving at the same time.
My Account shows my product is Being prepared for dispatch:
Your product has arrived at our distribution centre and we'll be preparing it for dispatch. In most cases, our turn around times are quite quick but on rare occasions, product(s) may be delayed at this stage. For example, due to a delay in our carriers collecting your product from us.