Delivery Information
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- OVERVIEW
TTW use secure courier or tracked domestic 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. PO Box addresses are not accepted.
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 brackets. The brackets are between 0.01-0.5kg, 0.51-3kg, 3.1-6kg etc.
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) | Type | Days^ |
|---|---|---|---|
| UK | DPD | Next 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 325 GBP) | |||
| EU VAT Zones* Non IOSS Compliant^^ | DPD* | Classic | 3-7 |
| DHL | Economy | 2-3 | |
| EU VAT Zones* IOSS Compliant^^ | Parcelforce* | Euro Economy (Global Priority Europe) | 3-7 |
| DHL | Economy | 2-3 | |
| USA/CAN | DPD* | Air Classic | 3-6 |
| DHL | Express | 2-3 | |
| AUS/NZ | DPD* | Air Classic | 5-8 |
| DHL | Express | 2-5 | |
| JPN | Parcelforce* | Global Priority (Global Priority RoW) | 6-10 |
| DPD* | Air Classic | 4-7 | |
| DHL | Express | 3-4 | |
| RoW** Rest of World | Parcelforce* | Global Priortiy | 5-9 |
| DHL | Express | 2-5 | |
| ^Days transit is estimate, not guaranteed. *Service is transferred over to countries parcel service partner/provider, e.g. GLS for EU, FedEX Ground for the US. Allow 24-72hrs for tracking updates. *Special courier and delivery rates are applicable to Greece and Cyprus. **Special courier and delivery rates are applicable to Brazil and the UAE. Shipping to Russia currently not available. ^^ IOSS information (TTW are not IOSS registered). Non-compliant countries are Germany, France, Netherlands, Spain, Ireland, Italy and Austria. TTW are unable to guarantee successful delivery, nor be liable for orders, to customers whose countries are currently involved in an armed conflict. 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
- Successful payment email notification - once purchase has been made.
- Packaged email notification - your consignment has been prepared and awaiting assignment with courier service.
- 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.
Tracking can sometimes be picked up on the Universal Parcel Tracking website, once packages have left the UK.
Parcelforce shipping services may only provide the 'collection' information date/time and the 'delivery' date/time. For overseas shipments from the UK, depending on country, tracking sometimes only shows the departure from the UK. Again, depending on country, tracking may show entry into the delivery country. Full tracking life cycle is not guaranteed.
DHL courier services 'typically' show the full shipping journey information. Depending on country, your package(s) will be handed over to your countries delegated 'last mile' courier service.
For deliveries that may be 'lost', then TTW are able to raise a claim within the postal networks. 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 are not IOSS registered.
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.
All TTW international shipments are shipped as Delivered At Place (DAP). All Rest of World (RoW) or non-UK orders, show listing prices of product(s) with UK tax included. In the UK, the VAT/Tax rate is 20%. On checkout, if you are shipping to a non-UK address, there will be a 20% VAT deduction per line item, that will support your customs/tariff import fee(s), if applicable to your country. All countries have different tax/tariff rates, which are then duly applied relatively to your product and/or postage paid value(s). These fee's are your responsibility, the recipient. In essence, instead of paying TTW these fee's, you are paying your countries Customs & Duties Administration.
Typically your countries courier/postal service will alert you to the fee(s) requiring payment prior to delivery, if any. Please read our Delivery Information page regarding customs/duty charges and administration fee(s). On checkout, the final stage has a tick box that is a mandatory field in order to progress to the confirmation stage. This tick box is an agreement, from you the buyer, that you have both read and understood our terms & conditions, delivery information and that you, the buyer, are liable for any possible import duty/tax payments.
Checkout from the TTW store is only possible if you, the buyer, has read, understood and accepted our terms & conditions, delivery information and accepted liability of any potential customs duty/tax import payments.
- 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. We will re-issue the email after 48hrs. If no response, we will administer a pro-rata refund in proportion to the below.
Any resulting delivery returns that were controllable by the customer, will result in additional charges for both original order shipping costs and a flat 15 GBP administration** fee.
UK standard shipments by Royal Mail will result in additional charges of 8 GBP administration** fee all inclusive.
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 and/or no payment made on customs duty import charges
- Other customer non-interactions
For all services, an additional re-post shipping fee will also be applied - the same shipping cost for your initial order, as TTW will have to 'purchase' another shipping label from the courier or Royal Mail service.
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.
Unwanted product(s). On receipt of product(s) that are no longer required, TTW will offer a refund for your returned item(s) within 7 days of delivery receipt. The refund will not include the original shipping fee that will be deducted from the total order cost. All items returned must be fit for purpose and remain sealed (if applicable). Return shipping is to be organized by the customer. Once the unwanted product(s) are returned and inspected, we will then send an email update on the refund procedure.
••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.
