Due to the current climate we are faced with delays in getting stock dispatched and there are also restrictions/ surcharges imposed by the couriers on shipping products to certain countries around the world. Please read the information below carefully before placing your order:
Thermi Ergoslide: There may be a delay in dispatching due to less frequent pick-ups by courier companies. We aim to get your product dispatched within by the 15th July.
Thermi Servebowl: We are currently waiting for the stock to arrive in our warehouse so we can dispatch it. This should be done by 29th June.
If you live in Australia, New Zealand, Canada, USA, Israel, Malaysia, Singapore and South Africa we cannot ship to you. There are currently restrictions on shipping products to these countries which has meant that our courrier companies have imposed heavy surcharges on all shipments. As a small business it is simply unrealistic for us to pay these charges as they double our shipping costs. These charges are constantly in review and we are waiting to hear from our courier for updates.
For customers from the UK or EU & Europe: There will be no surcharges and we dispatch as usual. Currently there may be a small 24-48 hour delay in getting products dispatched or delivered due to the overwhelming amount of parcels being processed by courier companies.
If you do want to reserve your stock with us, because we sell out often, do go ahead and make a purchase. It is safe with us and we will dispatch it as soon as we can. This will really help us survive as a small business over the coming weeks.
- UK tracked: Free
- Europe tracked: £5
- Rest of world tracked: £15
difficult postal networks
We deliver to almost all ends of the earth however there are a few limitations that we'd like to mention. Orders to Brazil and certain other countries with difficult postal networks around the world have a weight based limit of 2kg per parcel. If you are ordering to one of these countries and it displays 'no shipping options available at checkout', it may be due to the weight of the order being too high. In this scenario we will have to split your order into separate parcels and we may charge extra for shipping as a result. If you think you might be affected by this please contact us and we will be happy to help you through the process.
can I keep track of my order?
You will be issued an automatic email from our warehouse when your order is dispatched. In that email, you will find a link with your tracking information. If you can't find this email, please check your spam folder. If you need any further support or information, our amazing customer support team will be happy to help.
my order hasn't dispatched on time
One of the most common reasons for this is that your order contains a pre-order product. To help reduce our environmental impact we will ship all of the products in your order together in one parcel. Your order will be automatically released once the pre-order product comes into stock. We always make sure that pre-order products are clearly labeled as such on the product page so that you are informed before you add them to your cart. If you feel like this is not the reason, please contact our customer support team and we can help!
what happens if my goods arrive damaged?
When parcels are travelling around the world they can sometimes be damaged in transit. To help us help you when this happens, please inspect all products received at time of delivery. If you believe products have been damaged in transit, you must get in contact with us within 48 hours. If a product is deemed to be damaged or defective, we will replace it at no cost to you, providing appropriate notice is given. If you don't not let us know within this time, we will have to assume that the products have been delivered in good condition.
can I use a PO box for delivery?
We cannot guarantee successful delivery to PO boxes anywhere in the world. Although some delivery services may allow delivery to PO boxes, most do not and this may result in a failed delivery. Please only use real addresses when making an order on our store. We cannot accept responsibility for any fees incurred as a result of a PO box being used as the delivery address.
duties & taxes
If you are unsure whether you need to pay any duties or taxes in your country, please read the information on your country border force website. Here is some information we've collated for some countries:
Australia: Quote from www.border.gov.au ‘For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay.’
EU member states: No taxes or duties to be paid.
USA: Quote from US customs and border patrol ‘Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP’
The commercial invoice for your order will be generated automatically by our third party fulfilment warehouse. All items in your order will be declared at their original value, irrespective of any discounts that may have been applied to the items when you made your purchase.
if you need any further help: get in contact!