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Delivery

1. What delivery services do you offer?
2. How do I know if my item has been shipped?
3. How long does it take to ship to an international shipping address?
4. What countries do you ship to?
5. Do you deliver to another address that is not my billing address?
6. Where is my item?
7. If I am not at home what happens to my parcel?
8. Can I request a safe place?
9. How long does delivery take?
10. Do you offer combined shipping?
11. What do I do if my item has been returned to sender?
12. My tracking information says that my parcel was delivered, but I don't have it. What should I do?

What delivery services do you offer?
For UK customers, we have standard delivery and special delivery. With standard delivery we use Royal Mail who has an estimated delivery time of 2-3 working days. This is an estimate only and does not have any guarantees on the delivery dates.

We also offer special delivery with Royal Mail. This requires a signature. If your payment clears before 12pm on a working day it will be processed and despatched on the same day for you to receive the next day before 1pm. For example, if you needed it for Wednesday you would need to order before 12pm on Tuesday. If ordered after 12pm it would not be despatched until Wednesday for you to receive on Thursday.

Our service does not include Saturday delivery, but the majority of our customers who order it on the Friday do receive it on Saturday. However, we cannot not guarantee this.

There are some exceptions to the next day delivery service; it is the responsibility of the customer to check these before ordering this service. Please also see the following link for any exceptions: http://www.royalmail.com/personal/uk-delivery/special-delivery#faq-19350056-19350051

For international customers, we currently offer Priority Airmail or International Signed. Priority Airmail is not a tracked service. The delivery estimate to EU countries is 4-8 business days and to the rest of the world it's 6-10 business days.
International Signed requires a signature upon delivery. Your item will be tracked until it leaves the UK and only handed over at its final destination once there is a signature from the recipient. With this service Royal Mail aim to deliver to Europe within 3-5 working days, and worldwide within 5-7 working days.

How do I know if my item has been shipped?
You will receive an email from eBay to tell you your item has been marked as despatched. If you do not receive a message within 3 working days of paying for your order, please contact us and we will investigate your order.

If there is a problem with your order, you will be notified via the email address associated with your eBay account at the time of your order. If this email address is incorrect or no longer in use, we will not be able to contact you so please get in touch with us. It is also good practice to check your junk folder.

How long does it take to ship to an international shipping address?
We have found that Royal Mail usually takes 4-8 business days to deliver within the EU and 6-10 business days worldwide. Please note that this time is an estimate and the postal service can be subject to delays depending on the situation in the countries it travels through such as bad weather, clearing customs and public holidays.

Shipping to Russia and Brazil can take 13-30 business days

Import duties, taxes and charges are not included in the item price or P&P charges. These charges are the buyer’s responsibility; please check with your country’s customs office to determine what these additional costs will be prior to bidding/buying.

It is against British law to falsify customs labels so we are unable to lower the value or mark the item as a gift, we are very sorry.

What countries do you ship to?
There is a list of countries we ship to on the Postage and Payments tab next to Description. If your country is not on there, please contact us as we most likely can ship there.

Do you deliver to another address that is not my billing address?
Yes, you can put the address you’d like it delivered to in your shipping address at checkout. If you put the wrong address in, we will make every effort to change it for you before we start processing orders but we are not responsible if we do not get to your request in time. Please check your order and your address before confirming.

Where is my item?
All UK customers are provided with a tracking number via email once their item has been despatched. You can track your item’s status on the Royal Mail website with this number. If you cannot find your tracking number or it does not work, please contact us and we will do our best to help you track your parcel. If you have not received your item within 4 working days of despatch, please contact your local depot with your tracking number as it's very likely there has been an attempted delivery.

If I am not at home what happens to my parcel?
With standard delivery the item can be accepted by a neighbour or left in a safe place. If this is not possible the item will be taken back to the Royal Mail depot where you will need to arrange collection from or arrange a redelivery before 18 days have passed. After 18 days the item will be returned to sender.

Special delivery requires a signature. A card will be left and the item will be held at the depot for 7 days before being returned to sender.

Please note this is only for customers in the UK, the postal services operate differently for every country.

Can I request a safe place?
Unfortunately it is currently not possible to request a specific safeplace but if you are not in Hermes can deliver to a neighbour or leave in a secure location of their choosing.

How long does delivery take?
Standard delivery within the UK generally takes 2-3 working days. International standard delivery is estimated at 4-10 business days depending on the location. Please note that these times are an estimate, we cannot guarantee that you will receive your item within these times.

Do you offer combined shipping?
Yes, we offer combined shipping. To see the rates for your country, select the Postage and Payments tab next to Description and pick your country from the drop down list. To get combined shipping, order what you would like, but do not pay. Contact us and we will send you a combined invoice, which will have a link in it that will take you to checkout with the proper amount. We cannot combine shipping after we have received payment.

What do I do if my item has been returned to sender?
If your item was returned to sender, this means the address you have provided us was wrong or incomplete, or it wasn't collected from the depot. Once it arrives back with us you will be notified of your options straight away.

My tracking information says that my parcel was delivered, but I don't have it. What should I do?
Please contact us and we will make every effort to help you locate your parcel. As we have detailed above, items can be delivered to neighbours or left in a secure location if you are not in to accept the parcel.

If you require further information on delivery please contact our customer service team.