Please wait until after your estimated delivery date before contacting us, as our team are unable to advise on your delivery until after this date has passed.
As soon as your order has left our warehouse, you'll receive a shipping email so that you can track your parcel. If you’ve placed a large order, your items may arrive in separate parcels and each parcel will have its own tracking number so bear this in mind when you're checking your emails.
Orders placed on standard delivery will take 5 working days to reach you. Your parcel will be shipped three days after your order was placed if it's arriving via standard delivery; for example, if you order on a Monday, your parcel will leave our warehouse on Thursday and will be with you on the next Monday.
If you placed your order on express delivery, it'll be dispatched on the same day unless your order was placed after 4pm, or on a weekend/bank holiday. In these cases, your order will be dispatched on the next working day. As an example, an express order placed on a Sunday will be with you on the next Tuesday.
Some of our products are shipped from a Disney Partner, and these take up to 20 working days to arrive with you. As these products aren't sent from our warehouse, you won't receive your dispatch email for these items until your order has been shipped from our vendor. If the link in your shipping email doesn't work, please visit the Hermes website with your tracking number and postcode to check on your order. Your tracking number may have hyphens in it, these will need to be removed before you track your parcel. Media items, and select other Disney Partner Items, are sent by Royal Mail but can't be tracked, sorry.
Once your parcel is with the courier, you'll get a text message and/or email with a 2 hour ETA for your delivery. If your tracking says your order has been delivered, please check with your neighbours and around your property as it may have been left in a safe place by the courier. If your parcel was delivered by Hermes, there should be geo-tracking available with a photo of where your parcel was left (if applicable).
If you still have questions about your delivery or tracking status, let us know.