Shipping

When will my order be shipped?

Orders are shipped via DHL on a Wednesday within 7 days of placing an order.

How long do orders take to be shipped?

Packages can take between 1-5 days to arrive at their destination. We recommend keeping an eye on your emails and your phone as this is where the notifications of tracking updates will be sent to. If there are any questions from the customs department regarding clearing the goods, DHL will try to get in touch with you. When there are delays with delivery, this is usually where it happens. 

If you'd like to check the status of the delivery, you can use the DHL tracking page here. You can find your order's tracking number by following the steps under 'All Orders' in this article.

If you have any questions about your delivery, please contact DHL directly and quote your waybill number (tracking number). Their contact details can be found on their website here.

The shipping estimate says 'CONTACT ZERO LATENCY SUPPORT'. What do I do?

This can sometimes happen when the address has been changed and our shipping integration platform does not recognise the change. Please get in touch with us before you place the order so we can correct this.

Duties and taxes

Before your order is delivered to your site, you might have to pay duties and taxes for the goods being imported. If this is the case, DHL will contact you to clear the goods and to carry out all customs formalities. Please ensure you keep an eye on your emails and your phone to prevent delivery delays.

Depending on the situation, you might be able to claim a duty drawback (a refund) on duty paid. As this varies from country to country, I recommend getting in contact with your local customs and border security department.

If you would like to get an estimate of the cost of duties and taxes that you might have to pay when importing the goods from our store, you can click here to use a duties and taxes calculator. Please keep in mind that this is a rough estimate and as laws change, and processing procedures change from country to country, the final value may differ. 

Special orders

Some orders have to be sent with our freight forwarder, Diamond Freight, due to lithium battery regulations. If this is the case, we will provide you with an updated shipping estimate for your approval before booking the delivery for you.