When your parcel arrives

01Where we deliver

We deliver to Poland, Czechia, Slovakia, Hungary, Romania, Croatia, Slovenia, Portugal, Spain, Lithuania and Latvia. Not every item is sold in every one of these countries: the product page lists the countries that item can be ordered for, and the price in each.

Delivery is only to the countries listed here.

02Prices and delivery

On the English shop front prices are in euro and include VAT where it applies; our country pages show the local currency.

We make no charge for delivery. There is none on any order, in any country we deliver to, and no minimum spend to reach before it disappears. The figure on the product page is the figure the driver collects.

We may change prices at any time, but the price you pay is the one shown when you placed the order.

03Delivery and import charges

Once the order is confirmed on the phone, it takes us 1 to 2 working days to hand the parcel to a carrier, and the carrier a further 3 to 7 working days depending on the country. The tracking details come from us: on the call that confirms your order, or whenever you ask — see track your order. These are estimates drawn from how the route normally runs, not guaranteed dates.

For destinations outside the EU and the UK, import duty, customs fees and local taxes may be charged on arrival. They are set by the destination country, are not part of our prices and are payable by the recipient.

We are not responsible for delays caused by customs, by the carrier or by events outside our reasonable control. If a parcel goes missing, tell us and we will trace it, send it again or refund it.

04What happens, in order

From the form to the front door:

1. The order arrives. You see the thank-you page straight away; that page is the confirmation, and there is no automatic email before the call.
2. We call you. Usually within one working day, on the number you gave. We read back the product, the address and the exact amount the driver will collect, and you can change any of it, or cancel, right there. If nobody answers we try again; if we cannot reach you at all the order is not packed.
3. The parcel is handed over. One to two working days after the call is confirmed, the parcel goes to the courier or postal operator that covers your country.
4. The tracking details. Our call centre, the one that confirmed your order, gives them to you: once the parcel is handed over, or whenever you ask. It is the operator's own page — theirs, not ours — that shows the journey. Some routes have no consumer-facing tracking at all; on those you are told the dispatch date instead of pretending otherwise.
5. Delivery. Three to seven working days on the road, depending on the country. You pay the driver in cash and the parcel is yours.

05When a parcel is genuinely late

Estimates slip. Customs, weather and a driver who could not find the building all happen, and none of them means the parcel is lost.

If nothing has arrived 10 working days after the confirmation call, treat it as late and tell us. We open a trace with the operator, and if the parcel cannot be found you get a replacement or your money back — you choose which. You have paid nothing until the parcel arrives, so a lost parcel leaves you out of pocket by nothing at all.

06Could customs charge me something on arrival?

Inside the EU and the UK, no. For destinations beyond them, import duty and local taxes can be charged when the parcel lands.

Those are set by the destination country, not by us. They are not part of our prices and they are payable by whoever receives the parcel.