FAQs

Please find below some of our most Frequently Asked Questions. If your question isn't answered here and you’d like to speak to someone in Customer Care please contact us on customercare@delos.land.

 

Where do you deliver?

We ship from the UK to most international destinations including Europe, USA, and most countries worldwide except the below listed destinations.

At this time, we are unable to ship orders to Åland Islands, Albania, Algeria, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Ascension Island, Bahamas, Barbados, Belarus, Belize, Benin, Bermuda, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Burkina Faso, Burundi, Cameroon, Cape Verde, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Curaçao, Côte d’Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guadeloupe, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Iceland, Jamaica, Kenya, Kiribati, Kosovo, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Martinique, Mauritania, Mauritius, Mayotte, Montserrat, Morocco, Mozambique, Namibia, Nauru, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn Islands, Russia, Rwanda, Samoa, São Tomé & Príncipe, Senegal, Serbia, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia & South Sandwich Islands, South Sudan, St. Barthélemy, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Svalbard & Jan Mayen, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turks & Caicos Islands, Tuvalu, U.S. Outlying Islands, Uganda, Ukraine, Uruguay, Vanuatu, Venezuela, Wallis & Futuna, Western Sahara, Zambia, Zimbabwe.

Will I have to pay for customs?

Orders are shipped from the United Kingdom, there will be no additional fees on orders for delivery within the UK.

Duties and import taxes will be collected at checkout for orders from the following countries:

European Union, Canada, United States, Gibraltar, Isle of Man, Macedonia, Réunion, San Marino, Afghanistan, Azerbaijan, Bahrain, Bangladesh, Bhutan, Brunei, Cambodia, China, Christmas Island, Cocos (Keeling) Islands, Hong Kong SAR China, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Lebanon, Macau SAR China, Malaysia, Maldives, Mongolia, Myanmar (Burma), Nepal, Oman, Pakistan, Palestinian Territories, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan, Tajikistan, Thailand, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Liechtenstein, Moldova, Monaco, Montenegro, Norway, Switzerland, Turkey, Australia, New Zealand, Mexico

We will ship orders to the above countries on a DDP service (Delivered Duty Paid), to avoid any hold ups with customs and ensure swift delivery on your order.

Any country that is not listed above, we cannot offer this service and duties and import taxes will need to be paid locally upon import – the courier handling the goods will contact you to arrange this.

Please note that in the event that you return a product, there will be no refund of tax and duties that you have paid for importing the goods.

What are the delivery time and shipping costs for orders?

Express UK Shipping £5
Express EU Shipping £20
Standard USA Shipping £25
Standard ROW Shipping £30

All domestic orders (UK), are shipped with DPD Express delivery 1-2 working days. Orders are shipped same day when placed before 14:00 GMT.

All international orders are shipped using DHL Express, please allow between 2-9 days incase of any delays caused through customs checks.

Typically, EU orders arrive within 3-4 working days and US orders within 5 working days.

Our courier usually delivers from Monday to Friday during business hours and will make 2 or 3 delivery attempts. After the last failed attempt, your order will be returned to our warehouse. Please note that once you have placed an order, it is no longer possible to modify your shipping address. Please contact Customer Service should you have any questions about your order.

How to reschedule a delivery?

Depending on shipper your delivery will be automatically rescheduled, however contact our customer service for any further questions.

Need some product care service?

Please contact our customer service team for any specific questions related to the care of products.

Do you offer a repair service?

Please contact our customer service team for any specific questions related to the repair of products.

Do you ship to Hotels and PO Boxes?

At this time we do not ship to Hotels and PO Boxes.

Which payments methods do you accept?

At Delos we accept the following payment methods:
Visa, MasterCard, Maestro, American Express, Discover, Diners Club, Bancontact, iDEAL, Shop Pay, Apple Pay and Google Pay.

Direct Bank Transfer to United Nomads Limited, Sort code: 23-14-70
Account number: 50937102 - IBAN: GB34 TRWI 2314 7050 9371 02
Bank address: 56 Shoreditch High Street, London E1 6JJ -United Kingdom

Where can I use my Delos gift card?

Your Delos online card may be used on our website only. Online cards are delivered via email with instructions on redeeming them at checkout. Cards will expire one year after issue. 

Where a gift card was part of the payment (i.e. another payment method was used to top up the total), the refund will go towards the gift card first (up until the initial full balance), and then any remaining refund will go towards the additional payment method. VAT will not be charged on Online Gift Card; this is charged when the gift card is redeemed.