Shipping Policy

Last updated: 25 August 2026

1. Where we ship

We ship to the United Kingdom and to destinations across Europe. The countries we currently deliver to are listed in the address selector at checkout — if yours appears there, we can deliver to you.

We cannot deliver to PO boxes, packing stations, or freight-forwarding addresses. Orders placed to these may be cancelled and refunded in full.

2. Shipping costs

Shipping is free on every order, to every destination we serve. There is no minimum spend, no weight surcharge, and no separate handling fee.

The total shown at checkout is the total you pay.

3. Order processing

Orders are processed Monday to Friday, excluding public holidays.

We process orders within 1–2 business days of payment being confirmed. Orders placed on a weekend or public holiday begin processing on the next business day.

During sale periods and product launches, processing can take slightly longer. If we expect a delay beyond our normal window, we will email you rather than leave you guessing.

4. Delivery times

Once your order has been dispatched, estimated delivery is 7–15 business days.

Business days are Monday to Friday and exclude public holidays in the destination country. Counting processing, the usual total from order to doorstep is 8–17 business days.

These are estimates based on our carriers' typical performance, not guaranteed dates. Delivery times vary by destination and by time of year — the weeks around Christmas and Chinese New Year are consistently slower across the whole industry.

5. Tracking your order

You will receive a dispatch confirmation email with a tracking number as soon as your order leaves our fulfilment partner.

Tracking can take 3–5 business days to start updating after dispatch. This is normal and does not mean the parcel is lost — carriers often register the first scan only once a parcel reaches a sorting hub.

If your tracking has not moved for more than 10 business days, contact us and we will open an enquiry with the carrier.

6. Orders shipped in more than one parcel

If you order several items, they may arrive in separate parcels, on different days, each with its own tracking number.

This does not mean part of your order is missing. Your dispatch email lists which items are in which parcel. If a parcel arrives incomplete and your email does not account for the missing item, contact us and we will put it right.

7. Customs, duties and import taxes

The price you pay at checkout is the final price. All applicable duties and import taxes are included. You will not be asked to pay anything further on delivery.

If a carrier ever contacts you asking for a payment before releasing your parcel, do not pay it. Email support@lockstepshop.com with the reference they gave you and we will deal with the carrier directly.

8. Delays outside our control

We do everything we reasonably can to get orders to you on time. Some things are genuinely outside our control: carrier backlogs, customs inspections, severe weather, industrial action, and public holidays in transit countries.

Where a delay is caused by one of these we will keep you updated and keep chasing the carrier, but we cannot accept responsibility for the delay itself. This does not affect your statutory rights.

9. Incorrect or incomplete addresses

Please check your delivery address carefully before completing your order. We dispatch to the address exactly as you enter it.

If you spot a mistake, email support@lockstepshop.com immediately with your order number. We can usually correct an address before dispatch, but once an order has left the warehouse we cannot change it.

Parcels returned to us because of an incorrect or incomplete address will be refunded once they reach us, minus any charge the carrier passes on for the return. We are happy to place a fresh order to the corrected address.

10. Failed or refused deliveries

If nobody is available to receive the parcel, the carrier will normally leave a card and either attempt redelivery or hold the parcel at a local collection point.

Parcels not collected within the carrier's holding period are returned to sender. Where a parcel comes back because it went uncollected or was refused at the door, we will refund the order once it reaches us, minus any return costs charged to us.

11. Missing or lost parcels

If tracking shows your parcel as delivered but you have not received it, please:

check with neighbours and anyone else at the address
look for a card or a safe-place note from the carrier
allow 2 business days — parcels are occasionally scanned as delivered slightly early

If it still has not appeared, contact us within 14 days of the delivery scan and we will open an investigation with the carrier. Once the carrier confirms the parcel is lost, we will send a replacement or issue a full refund — whichever you prefer.

12. Damaged parcels

If your parcel arrives visibly damaged, photograph the outer packaging before opening it where you can, and photograph the item itself.

Contact us within 7 days of delivery with your order number and the photographs. We will arrange a replacement or a refund. You will never be asked to pay return shipping on a damaged item.

13. Changing or cancelling an order

Orders can be changed or cancelled at any point before dispatch. Email support@lockstepshop.com with your order number as soon as you can.

Once an order has been dispatched we cannot recall it in transit, but you can return it under our Refund Policy or exercise your statutory right to cancel.