Delivery & Returns
Last updated 26 April 2026.
Delivery
Processing times
Orders are normally processed within 1 to 2 business days. Processing may take longer during high-volume periods or exceptional operational events.
Delivery options
Current delivery options are shown at checkout based on destination and service availability.
| Service level | Typical transit window | Pricing |
|---|---|---|
| Standard | 3 to 5 business days (after dispatch) | Calculated at checkout |
| Express (where available) | 1 to 2 business days (after dispatch) | Calculated at checkout |
Transit times are estimates and are not guaranteed.
Shipping regions
UK delivery is supported. Additional destination availability is shown at checkout.
Tracking
When tracking is available, dispatch confirmation includes tracking details.
Delivery issues
If your order is delayed, missing, or arrives damaged:
- Contact [email protected] with your order number and issue details.
- Provide photos for damaged parcels or items where possible.
- We will investigate and provide next steps.
Returns & refunds
Change-of-mind returns
You can request a return within 30 days of delivery for unused items in original condition and packaging. Items must be returned complete and suitable for resale.
Your statutory cancellation rights
For online distance purchases, UK customers generally have a 14-day right to cancel after delivery, subject to legal exceptions. Nothing in this policy limits your statutory rights.
Faulty, damaged, or incorrect items
- Contact [email protected] as soon as possible with your order number.
- Include clear photos where applicable.
- We will provide a remedy (replacement, refund, or other suitable resolution) in line with legal obligations.
How to request a return
- Email [email protected] with your order number and reason.
- Wait for return instructions and reference details.
- Send the item securely as instructed.
- We inspect and process the outcome after receipt.
Refund timing
Approved refunds are returned to the original payment method. Refund processing starts after returned goods are received and verified, or where a return is not required for damaged items.
Return shipping responsibility
| Reason | Return shipping |
|---|---|
| Change of mind | Customer responsibility |
| Faulty, damaged, or incorrect item | Gebenco responsibility |
Non-returnable items
The following may be non-returnable where applicable by law:
- Personalised or bespoke items
- Sealed goods not suitable for return once opened for hygiene reasons
- Gift cards
Exchanges
Where an exchange is available, we will confirm the process and any price difference handling during your return request.
For returns and refunds, contact [email protected].