Delivery Information


  • OVERVIEW

TTW use secure courier services for all of our shipments - we do not offer standard non-insured postage.

Depending on country and requirement, the courier companies used available are DPD, DHL or Parcelforce.

Shipments are made as per the 'delivery' address provided. Phone numbers are a mandatory requirement for SMS delivery messaging and communication.

All shipments are fully insured.

UK and EU shipment rates are a single cost up to 30kg. All other countries shipment rates are price banded by weight.

Country shipping rates are regularly under review and updated. If required, specific country shipping zones and rates will be added and/or removed, inline with the current economic climate.

Digital downloads are delivered instantly by email notification and/or logging into your registered account for access.


Country (Zone)
Courier(s)TypeDays
UKDPDNext Day (Order by 1pm GMT)

Next Day by 12am (Order by 1pm GMT)
Next Day by 10:30am (Order by 1pm GMT)
Saturday (Order by Friday 1pm GMT)
Sunday (Order by Friday 1pm GMT)
FREE (Orders over 250 GBP)
EU VAT Zones*
Non IOSS Compliant^^
DPDClassic3-7

DHLEconomy2-3
EU VAT Zones*
IOSS Compliant^^
Parcelforce*
Euro Economy
3-7

DHL
Economy
2-3
USA/CANDPDAir Classic3-6

DHLExpress2-3
AUS/NZDPDAir Classic4-7

DHLExpress2-5
JAP/CNParcelforce*Global Priority6-10

DPDAir Classic4-7
DHLExpress3-4
ROW** Rest of WorldParcelforce*Global Priortiy5-9

DHLExpress2-5
*Service is transferred over to countries parcel service provider, e.g. GLS in the EU
*Special courier and delivery rates are applicable to Greece and Cyprus
**Special courier and delivery rates are applicable to Brazil and the UAE.
^^ IOSS information. Non-compliant countries are Germany, France, Netherlands, Spain, Ireland, Italy and Austria.

For alternative expedited shipping, please visit our Zoom Shipping product page.

If for any reason your selected shipment service carrier is non-operational at the time, and/or there is a registration issue with raising the customs manifest, we will use the next suitable service carrier.


  • TRACKING

Tracking information is sent by email once shipped, after the 'packaged' notification stage.

The typical process of notifications are

  1. Successful payment email notification - once purchase has been made.
  2. Packaged email notification - your consignment has been prepared and awaiting assignment with courier service.
  3. Completed email notification - email includes tracking number reference. An official tracking email will be sent by the courier service at 6pm GMT 'after' the 'completed' email is received. Please allow up to 24-48hrs for any tracking updates to synchronize.

TTW are unable to provide any additional information on tracking whilst the package(s) are in transit. The only information available to us is the same information that has been provided. TTW will only know the package(s) status if 'delivered', 'failed/attempted delivery' and/or 'returned to us'. TTW have no influence, access or control within the shipping network. 

For deliveries that may be 'lost', then TTW are able to raise a claim within the postal network. Claims can only be raised after 10 working* days for the UK and 25 working* days for RoW. These timelines have been recommended and agreed upon between all the Courier Services internationally, thus allowing additional time for potential unforeseen delay(s) and investgation.

*Working days do not include weekends and/or holidays.


  • CUSTOMS/DUTY CHARGES

TTW have no control over custom duty charges if applicable. Every country operates differently with tariff charges and payment thresholds. The valuation of your package is based upon the product(s) that you have purchased using our promotional rate.


  • FAILED DELIVERY and/or RETURNS

Any order(s) that are returned to TTW will trigger an automated customer service email with a status update. For any returns that are the result of a postal service or TTW issue, then the re-delivery will be made at no additional cost.

Any delivery returns that are controllable by the customer, will result in additional charges for both shipping costs and a flat 15 GBP administration** fee. Examples of what are under customer control:

  - Incorrectly addressed

  - More than one failed delivery attempt / No response

  - Not collected from depot

  - Refused by receiver/customer

  - Other customer non-interactions

An additional re-post shipping fee will also be applied - the shipping cost for your initial order. TTW will have to purchase another shipping label from the courier.

Alternatively, TTW can administer a refund for your order - with a deduction of the administration fee and the initial shipping charge, as both of these fee's would have already been processed.

••Administration fee is the handling and return delivery charge that we receive from the courier company.


  • DISTRIBUTION

For distribution, all shipment tracking references will be provided at time of dispatch.

Delivery times for distribution vary on Country, however, all distribution orders are shipped as Priority.