How your order travels
From our workshop to your door, every parcel follows the same careful route. Below you will find what happens at each stage, how long it usually takes and what you can do along the way.
Prepared by hand
Your order has reached us. Before anything leaves the building, our team makes sure it is exactly what you chose and that it will arrive in perfect condition.
- Every item is inspected for quality
- Packed with protective, gift-ready wrapping
- Invoice and required documents prepared
- A tracking number is created for your parcel
Handed to the courier
Your package leaves our hands and begins its journey to the first distribution center.
- Collected and scanned by the courier
- Moves through the distribution network
- Location updates appear with each scan
Cleared at customs
For international shipments, your package arrives at the customs of the destination country, where it is inspected and any duties are assessed.
- Documents are checked against the contents
- Taxes and duties are calculated where they apply
- The parcel is released, or held if more information is needed
On its way to your door
Having cleared customs, your package reaches the local distribution hub and goes out with a courier to your address.
- Loaded onto the delivery vehicle for your area
- Status changes to out for delivery
- The courier may call if they cannot find you
Delivered
Your package has arrived at the address you gave us. We hope you enjoy it.
- Delivery is confirmed in your tracking
- Check the contents when you open the parcel
- Contact us if anything is not as expected
Good to know along the way
A few things that make the journey smoother.
Track your parcel
Use the tracking number from your shipping confirmation. The status updates every time the courier scans your package at a facility.
Customs and duties
International orders may be subject to duties or taxes set by the destination country. Keep your invoice in case customs asks for it.
At your door
Make sure the address and phone number are correct, and check the parcel when it arrives. Tell us promptly if something looks wrong.
Questions we hear often
Quick answers about shipping and delivery.
Where do I find my tracking number?
It is included in the shipping confirmation we send once your parcel is handed to the courier.
Why has my tracking not changed for a while?
Tracking updates when the parcel is scanned. While it travels between facilities, the status can stay the same for a day or more. This is normal.
Does every order go through customs?
No. Only international shipments do. Domestic orders move directly from the courier network to delivery.
What if I am not home at delivery?
What happens next depends on the courier. They may try again, leave a notice or contact you. Check your tracking page for the latest instructions.
My parcel arrived damaged. What now?
Please contact us with your order number and a few photos of the package and the item. We will help you resolve it.