Shipping and delivery
How long will delivery take?
Most orders leave the warehouse within 1-2 business days. From November 20 to January 15, please allow up to 3-5 business days. The full list by country is in our Shipping Policy. These are courier estimates and can stretch during the holiday season
Track my order
As soon as your order leaves the warehouse you'll receive a shipping email with your tracking number and link. Track your order here. A new tracking number usually starts showing movement 24 to 72 hours after dispatch. Your parcel is on its way even
Tracking says delivered but I don't have my parcel
This is usually solved within a day. Before contacting us, please:. Email [email protected] within 7 days of the delivered date with your order number and your full delivery address. We'll open a claim with the courier and update you as soon as th
My order arrived in more than one parcel
Some orders ship in several parcels: when they include a pre-order, when they are large, or when sets ship from different warehouses. Each parcel has its own tracking number, sent by email. Your order is complete once every tracking number shows as d
Do I have to pay customs duties or taxes?
Prices include VAT. You won't pay anything extra on delivery. At checkout we only charge shipping. If UK customs applies VAT or import duties to your parcel, the courier collects them from the recipient before or on delivery. At checkout we only char
My tracking hasn't moved
Tracking often pauses for a few days while a parcel moves between couriers or clears customs. This is normal.
My parcel arrived damaged
Please take photos before you throw anything away:. Email them to [email protected] with your order number within 7 days of delivery. If any building pieces are damaged or missing, we'll send replacements at no cost.
My parcel is being returned to sender
A courier returns a parcel when the address is incomplete, nobody is home for the delivery attempts, or the parcel isn't collected from the pickup point in time. If the tracking shows a delivery attempt, follow the courier's instructions on the track
Where can't you deliver?
We ship to every country listed at checkout. We can't deliver to:. If your country doesn't appear at checkout, we don't ship there yet.