Shipping policy
We aim to get ordered placed before 13:00 Monday to Friday dispatched on the same working day. If this is not possible, they'll be dispatched on the next working day.
Orders placed outside our Monday to Friday office hours will be dispatched on the next working day.
Once your order has been dispatched, you will receive an email informing you that your order is on its way.
How Long Will It Take To Get My Order?
Below is a rough guide of how long orders can take to get to you once they've been dispatched.
| Service / Destination | Estimated Delivery Time |
|---|---|
| UK 1st Class | 2-3 Business Days |
| UK 2nd Class | 3-7 Business Days |
| UK Courier | Next Business Day |
| Western Europe | 7-21 Business Days |
| - Germany, Spain, Portugal, Italy | 14-28 days |
| Eastern Europe | 21-28 days |
| USA / Canada | 10-21 days |
| Australia | 21-28 days |
| Rest of the world | 21 days - 6 weeks |
Please note: These estimates are not guarantees. Once your order has shipped, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.
If your order hasn't arrived in the specified time we can only look into it if you selected tracked shipping. If your order was sent via standard (unrecorded) post we have to allow 21 days (28 days outside the UK) before we can escalate the order as lost.
You can find information on Royal Mail's international delivery partners here: https://www.royalmail.com/personal/track-your-item/international-tracked-signed/delivery-partners
These delivery estimates do not apply to pre-orders until they have been dispatched.
When Will I Receive My Pre-Order?
Orders containing pre-ordered items will be dispatched in line with the release date published on the webstore.
Whilst every effort is made to get your order to you by the release date, we are unable to guarantee this for orders outside of the UK.
Customs & Import Charges
All import and export costs are the responsibility of the customer.
We have no control over the length of time your order will be held at customs for clearance and suggest that you contact them directly for further information.
We mark all packages for overseas delivery with contents and order value marked accordingly.
Where Can I Track My Order?
The vast majority of our orders, both UK and International are sent via Royal Mail. You can track your order with your tracking number here: https://www.royalmail.com/track-your-item
UK Courier orders can be tracked here:
https://www.dpd.com/tracking
or here: https://www.dxdelivery.com/consumer/my-tracking/
TrakPack orders can be tracked here: https://www.trackmytrakpak.com
My Order Still Hasn't Arrived, What Can I Do?
It's possible that the item you ordered was on pre-order. Check the product page to see if the item you ordered is on pre-order. If it isn't, please contact us at support (at) kontrabandstores.com and we'll look into this for you.