All of our delivery partners, including DPD, are reporting unprecedented volumes in their networks. They have also suspended some service guarantees due to the COVID-19 outbreak.
Therefore, our delivery times are a guide rather than a guarantee.
Even so, very few customers have had delays.
For more up-to-date information, please check tracking on the parcel you have ordered.
We are currently giving all our UK customers FREE standard shipping on all orders via DPD. If for any reason our DPD network is overloaded and we think we can get you your parcel sooner via another network, we will do so and inform you of the service as well as the tracking details.
Do you deliver to my country?
Right now we deliver within the UK, only. If you are outside of the UK and are interested in DEFY please get in touch.
How long does delivery take?
If your order was made prior to 1pm, Monday to Friday, it will be sent that day; otherwise your order will be sent out on the next business day. We will send you an email to let you know exactly how and at what time your order was despatched, including tracking number.
How do I know if my order has been shipped?
You will receive a dispatch confirmation email to confirm your order has left DEFY. This email will contain a link to the courier’s website so that you can track your parcel.
Can I track my parcel?
All orders shipped are trackable. We will email you tracking details as soon as the parcel has been collected.
Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.
Can I change the delivery address or order details after I have placed my order?
Maybe! If you have made a mistake with your delivery details or order, then contact firstname.lastname@example.org immediately and we will update them if we can. If the order has already been picked by our fulfilment team, then the delivery address and/or order cannot be changed. If this happens, we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.
What happens if I’m not home when my order is due to be delivered?
DPD will leave cards informing you of your options for redelivery or collection from neighbour/safeplace/post office/depot after the first delivery attempt.
Can someone else sign for my delivery?
Yes, they can. DEFY accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.
Why hasn’t my order arrived yet?
Check first that you haven’t been left a card from the couriers. If not then please get in touch.
What happens if my parcel gets lost?
Things occasionally go missing in the post. Don’t worry, all shipments are fully insured, and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms.
If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete, we cannot accept any liability for this. We will however try to help in these situations.
Generally, we need to wait 10 days from dispatch to begin this investigating missing parcels.
Do you deliver to PO BOX addresses?
No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.