Shipping policy
Every order ships free, tracked and insured, to your door. Import duties and local taxes are not included in the price and are payable by you where your country charges them.
Processing time
Orders are checked and packed within 24 to 48 hours. Each winder is powered up and run before it leaves us, so a rotor that will not turn never reaches you.
You receive a tracking number by email the moment the parcel is collected.
Delivery time
5 to 15 working days after dispatch, depending on destination. Bespoke safes carry their own lead time, given to you individually before you order.
These are working days after dispatch, not calendar days, and they exclude any delay at customs.
Shipping cost
Free on every order, everywhere we ship. There is no minimum basket.
Customs duties and import taxes
The price you pay us covers the item and free tracked shipping. It does not cover import duties, VAT or customs handling fees. Those are charged by the country you live in, at a rate its customs authority sets, and they are payable by you. We do not collect them, we do not add anything to them, and we cannot waive them.
In practice the carrier holds the parcel and asks you to settle the amount before delivery, either online or at the door. It varies widely from one country to the next, so if you would rather know before you order, write to us with your country and we look up the current rate for this product and tell you what to expect. Ask us first rather than be surprised.
If a parcel is refused or cannot be delivered, the return shipping and any fees charged by the carrier are deducted from the refund.
Delivery to the door
Delivery is to the threshold of the address given: the front door of a house, or the building entrance of an apartment block. Cabinets and safes are heavy and travel on a pallet; the carrier will not carry them upstairs, inside, unpack or install them. Please arrange help for the last few metres.
Address errors
Tell us within twelve hours of ordering if the address is wrong and we will correct it at no cost. After dispatch, a parcel returned because of an incorrect address is reshipped at your expense.
Lost or damaged parcels
Every shipment is insured in transit. Inspect the parcel on delivery and note any damage on the carrier's slip before signing; report it to us with photographs within 48 hours. Claims made after 48 hours, or without a note on the slip, cannot be accepted by the insurer. If the tracking has not moved for ten working days, tell us and we open an investigation with the carrier.