Parcel Handling & Carriers
We partner with trusted carriers and logistics providers to manage collection, transport, and delivery of orders worldwide. This section explains how shipments are handled, what customers can expect during transit, and how delivery exceptions are managed.
Carrier Selection
Carrier options are chosen based on destination, package type, and service availability. The selected carrier for each shipment is shown in your order details once the item is dispatched. Once a parcel is handed to a carrier, their handling and transit policies apply.
Parcel Handover & Tracking
When a shipment is dispatched, tracking information is provided in your order details. Use the tracking number to monitor parcel progress on the carrier’s platform for the most up-to-date status and handling events.
Proof of Delivery & Signatures
Certain deliveries may require a signature or proof of receipt. Where signature confirmation is applied, tracking will indicate delivery attempts and the status of the proof of delivery.
Insurance & Loss Protection
High-value, fragile, or specially marked items may receive additional handling or insurance coverage to protect against loss or damage during transit. If insurance applies, claim procedures and coverage details are managed according to the insurer’s terms.
Address Accuracy & Changes
Please ensure shipping addresses are complete and accurate at the time of purchase. Address updates may be possible prior to dispatch via your order page. Once the carrier has possession of the parcel, address modifications may be limited or require direct carrier intervention.
Delivery Exceptions & Investigations
Exceptions (such as customs holds, carrier incidents, or address issues) may occur. If an exception is reported, open an order case from your account to initiate an investigation. Providing requested documentation and details will help accelerate resolution with the carrier.
Restricted & Prohibited Items
Certain goods may be restricted or prohibited by carriers or destination countries. Product pages indicate any shipping limitations. If an item cannot be transported to a destination due to regulatory or carrier restrictions, your order details will provide alternatives or next steps.
Multiple Carriers & Split Shipments
Orders containing multiple items may be handled by different carriers and shipped from different fulfilment locations. Each shipment receives separate tracking and status updates in your order history.
Special Handling Requests
Options such as scheduled delivery, signature requirement, or white-glove handling may be available for eligible items. Availability and instructions will be shown during checkout or on the product page where applicable.
Sustainable Packaging Practices
We aim to reduce environmental impact by using responsible packaging and optimising consolidation where possible while ensuring parcels are protected throughout transit.