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All your questions about Shipping & Logistics answered.
How long does EU Express delivery take?
Delivery timing depends on almost entirely on the destination country: For orders to Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Romania, Slovenia, Sweden, United Kingdom Delivery time should be within 4-10 days from dispatch/shipping. The average delivery time is 7 days from dispatch/shipping For orders to Latvia, Lithuania, Poland, Estonia, Slovakia Delivery time should be
How does EU Express work?
The way EU Express works is dependant on the delivery country. For orders to Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Romania, Slovenia, Sweden, United Kingdom Packages are picked up from our warehouse in China or Hong Kong by our logistics team (Solution Logistics) Solution Logistics transport the package to our logistics hub in Hong Kong - (This takes between 12 - 36 hours)
How long do orders take to dispatch?
Most orders are dispatched within 48 hours (2 working days). However, it can take up to 4 working orders for some products to be dispatched.
How to track your order sent with EU Express
You can track your order through your account on our website as soon as your order is marked as "Shipped (Tracking Available) or before this, it will marked as "Shipped (Awaiting Tracking)". To track your order follow the following steps. Please be aware that tracking is not available until your order has reached our dispatch center in the UK. You will be sent tracking by DHL following this. If you have any issues tracking your order please contact our support team.
Why has tracking not been added to my order shipped with EU Express
For EU Express Shipping will not be available until the goods have left our UK dispatch centre (This is 4-8 working days following dispatch). This is because the first stage of the journey is not tracked publically, as they are moved by air freight. Your status will stay as Shipped (Awaiting Tracking) until 24 hours prior to the planned departure date of your items from our UK dispatch centre.
Why is my order still marked as "Shipped (Awaiting Tracking)"
Tracking information is normally added to orders within 24 hours. However, in some cases, such as when the order is shipped late on a Friday night or on the weekend a member of our logistics team will not add tracking information until the next working day (Monday for orders dispatched Friday Night, Saturday & Sunday). Please also be aware that our logistics team may not be in the same time zone as you.
What does "Shipped (Awaiting Tracking)" mean?
An order is marked as shipped as soon as it has been packaged and is ready for pickup by the courier/transport agent. With many of the couriers that we use, we only receive tracking information for the package after it has been picked up, so we mark the order as shipped (to let you know it has been sent) and then wait for tracking information from the couriers/transport agents. As soon as we have this information it will be added to your order which will then be marked as "Shipped
Why has my shipment been returned to the closest logistics hub?
Very rarely there will be a problem with a package that means that it is returned to our closest logistics hub. If this occurs then it most likely means that a customs document or lithium-ion battery hazard label has fallen off the package. As soon as the package is returned to us we will fix the issue and then re-send the package. Please be aware that sometimes we may fail to update your order with the new tracking number following the re-send, if so please contact our support team who should