Shipping policy

Shipping & Delivery Policy

This Shipping & Delivery Policy explains how we process, dispatch and deliver your order, including the additional arrangements that may apply to cues, cue cases and other oversized items.

1. Processing & Dispatch Times

We operate different fulfilment routes depending on the type of product ordered. Processing and dispatch times are separate from the courier's estimated delivery time.

In-stock items
In-stock items are normally processed and dispatched within 2–5 business days of your order being placed.

Cues, cue cases and oversized items
Cues, cue cases and other large or unusually sized items may require a specialist or pre-arranged courier collection due to their dimensions. These parcels cannot always be dropped off at standard parcel shops or collection points.

We aim to process and dispatch these orders within 2–5 business days. This allows time for any preparation required before dispatch, including inspection, packaging and, where applicable, work requested as part of your order such as tip changes or cue preparation.

Courier collections for oversized items are dependent on courier availability. Occasionally this may mean collection takes longer than expected. We will always aim to arrange collection as quickly as reasonably possible and will contact you if we become aware of a significant delay.

Made-to-order / print-on-demand items
Some products, including certain clothing, personalised, custom or printed products, are produced or ordered specifically for your purchase. These products will therefore take longer to dispatch.

Typical dispatch is within 5–10 business days, although this may vary depending on the product, production requirements and supplier. We will contact you if we become aware of a significant delay.

Orders placed during weekends or UK public holidays will begin processing on the next business day. Processing times may also be extended during particularly busy periods or due to circumstances outside our reasonable control.

2. Shipping Methods & Delivery Estimates

United Kingdom

UK orders are sent using an appropriate postal or courier service based on the value, dimensions, weight and contents of the order.

Standard Shipping

Typical delivery estimate: 2–3 business days after dispatch.
Generally used for lower-value or lightweight items.

Tracked / Courier Shipping

Typical delivery estimate: 1–3 business days after dispatch or courier collection.
Generally used for higher-value, bulky, oversized or multiple-item orders.
Tracking will be provided where available.

Delivery times shown are estimates rather than guaranteed delivery dates unless a guaranteed delivery service is expressly stated at checkout.

Once an order has been collected or accepted by the postal or courier service, delivery times are dependent on that carrier's network and service. Delays can occasionally occur due to circumstances outside our control.

Shipping costs are calculated at checkout and may vary according to the service required, parcel dimensions, destination and courier pricing.

3. Shipping Rates

Shipping rates are calculated at checkout and may be based on:

Order value
Destination
Parcel size and weight
Product type
Required shipping service

Higher-value, bulky or oversized items may require a tracked or specialist courier service.

4. Order Tracking & Dispatch Confirmation

Where tracking is available, you will receive tracking information once your order has been dispatched or collected by the courier.

Please allow time for tracking information to become active after collection, as courier systems may not update immediately.

For services where tracking is not available, you may instead receive confirmation that your order has been dispatched.

5. Lost, Delayed or Damaged Shipments

We use established postal and courier services to deliver orders. Occasionally, delays can occur after an order has left us.

If your order is significantly delayed or appears to have been lost in transit, please contact us. We will investigate the shipment with the relevant carrier and resolve the matter in accordance with your consumer rights.

If your order arrives damaged, please contact us as soon as reasonably possible and preferably within 48 hours of delivery. Where possible, please retain the packaging and provide clear photographs of the parcel, packaging and affected product, as these may be required when raising a claim with the courier.

6. Address & Delivery Issues

Please check that your delivery address is complete and accurate before submitting your order.

If an incorrect or incomplete address is provided and the parcel is subsequently returned to us, additional postage or courier charges may apply before the order can be sent again.

If tracking shows your order as delivered but you cannot locate it, please check any designated safe place, with other members of your household and, where appropriate, with neighbours or your local delivery office. If you still cannot locate the parcel, contact us and we will assist with investigating the delivery.

7. Restricted Locations

We currently ship to addresses within the United Kingdom only.

Some oversized products may be subject to additional courier restrictions depending on the delivery location. If we are unable to arrange delivery to your address, we will contact you and, where appropriate, cancel and refund the affected order.

8. Pre-Order Items

Estimated availability or release dates shown for pre-order products are provided in good faith but may be subject to change, particularly where stock is being manufactured, imported or supplied by a third party.

Pre-order products will be dispatched as soon as reasonably possible once the stock becomes available to us and has been prepared for dispatch.

If an order contains both pre-order and in-stock products, the order will normally be dispatched together once all items are available. If you would like the available products sent separately, please contact us. Additional shipping charges may apply.