Frequently asked questions

You are shown an order number as soon as the order is recorded, and the same number arrives by email. If you have a number, the order exists — you can look it up on the Track Order page at any time.

Yes, if it has not been dispatched. Contact us with your order number as quickly as you can. Once the parcel is with the carrier it has to be handled as a return instead.

No. Checkout works without one. An account is useful if you want your orders, addresses and saved products kept together in one place.

All prices are in US dollars and every order is charged in US dollars. Other display currencies are planned, but no converted price is shown until a live exchange rate source is connected — a stale rate would misquote you.

Card payment is handled by a dedicated payment provider, which is being connected. Until it is live, orders are recorded and our team emails you to arrange payment before anything ships — the site never pretends to take a payment it cannot process.

Card details are entered on the payment provider’s own secure page, not on this site, and they never reach our server. We only ever see the outcome of the payment.

At the point you complete payment with the provider. Nothing is taken while an order is still in your cart or awaiting payment arrangement.

Worldwide, subject to carrier coverage for your address. If a destination turns out not to be serviceable after you order, we contact you and refund in full.

Standard worldwide shipping is a flat $12 per order, and free on orders over $150. The amount is shown in the cart and on the checkout summary before you pay.

It depends on your destination and on customs. The carrier’s estimate for your address is shown at checkout and in your shipping confirmation. We do not publish guaranteed delivery dates, because the customs leg is not in our control.

Possibly. Duties, VAT and customs handling fees are set by your country, charged on arrival and payable by you. They are not included in the checkout total. Every parcel is declared accurately — we will not under-declare a shipment.

Because the carrier has not issued one. Tracking appears on your order the moment it exists. Until then you see our own fulfilment stage rather than a placeholder event.

Thirty days from delivery to tell us you want to return something, then a further fourteen days to post it back once we have acknowledged it.

You do for a change of mind. We do when the item is faulty, damaged or not what you ordered — in that case there is also no restocking fee.

We refund within three business days of the item arriving back with us. How quickly it then shows on your statement is up to your bank or card issuer.

Because they are. The catalogue is being built out, and any product still using placeholder pricing or imagery says so on its page rather than pretending to be stock ready to ship.

We only publish reviews and ratings from real verified orders. There are not enough of those yet, so rather than fill the gap with invented testimonials, product pages show none at all.

Ask us. Product pages list only the details we have confirmed; anything still being verified with the supplier is marked as such instead of guessed. We will get the answer and add it to the page.

Anything added to the catalogue in the last 45 days. The New Arrivals page is generated from the date each product was listed, not curated by hand.

Yes. Bulk pricing is quoted per enquiry against the product, the quantity and the destination. We do not publish a wholesale price list, because any single number would be wrong for most enquiries.

Often, yes. Send a link, a photograph or a description through the Source a Product form. It is free to ask, there is no obligation, and we will tell you plainly if it cannot be sourced.

No. Sourcing and wholesale orders are invoiced directly once you have accepted a written quote. The storefront checkout is for catalogue products only.