Which delivery courier do we use?
UK Economy (2-4 days)

MyHermes

UK Express Delivery (1-2 Days)

Parcelforce24

Europe and Rest of the World

Parcelforce / DPD

How long does delivery take?

The Delivery Time depends on what you are buying and full information can be found on the product pages.

Economy Delivery:

2-5 business days

Express delivery:

1-2 business days

Personalisation / Knocking In: + 2 days

Adding a name or number to your product takes around 1 – 2 days, so if you add a personalised product to your bag, your full order will take 1 – 2 days longer than the delivery timings you are used to.

During sale and promotion periods delivery might take a little longer than you’re used to. When you order more than one product, your order might arrive in different packages and arrive on different days.

Public Holidays

Please note our warehouse is closed on the following date(s):

2019
19 April Friday Good Friday
22 April Monday Easter Monday
6 May Monday Early May bank holiday
27 May Monday Spring bank holiday
26 August Monday Summer bank holiday
25 December Wednesday Christmas Day
26 December Thursday Boxing Day


Upcoming bank holidays in England and Wales 2020
1 January Wednesday New Year’s Day
10 April Friday Good Friday
13 April Monday Easter Monday
4 May Monday Early May bank holiday
25 May Monday Spring bank holiday
31 August Monday Summer bank holiday
25 December Friday Christmas Day
28 December Monday Boxing Day (substitute day)

Orders placed on, or the day before one of these dates will have an extended delivery time of a few extra business days.

Delivery Rules & Restrictions

Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in the United Kingdom.

We cannot deliver to PO boxes.

All deliveries must be signed upon receipt.

Due to logistical difficulties in making deliveries to certain remote areas, we reserve the right to cancel your order and make such orders subject to additional Terms & Conditions (e.g. requiring a minimum order value).

You will receive a notification in case of cancellation or in case of difficulties with processing your order shortly after the issue is identified.

How long after I receive my shipment confirmation email will I be able to track my order?

Please allow at least 24 hours after receiving your shipment confirmation email before clicking the track & trace link. This gives the courier time to pick up your order from our warehouse.

Can my delivery address be different from my billing address?

Yes, as long as they’re both in the same country. Just enter separate delivery and billing addresses during the checkout process.

How do I track my order and delivery status?

If you have an Mars Cricket account:

Log in and click ‘Order History’ in the ‘Order Information’ section, then click the order you want to track.

If you don’t have an Mars Cricket account:

Refer to your shipping confirmation email for instructions. You receive this email when your order has left our warehouse. You can check the status of your order with the track & trace code* provided in this email.

Possible status messages include:

Order Received:

This means we have received your order but our order management team has not yet processed it in our system. You will receive an email to confirm this.

Order Shipped:

This means your order has left our warehouse and is either in the process of being delivered, or has already been delivered. With a track & trace code* you can follow the journey of your package.
Orders can be packed in more than one box, and each box will have its own unique track & trace code. The different packages may arrive on different days.

Returns Received:

This status appears if you have returned (part of) your order and it has arrived at our warehouse. You will also receive an email to confirm this. Your refund for the returned items will be processed within 14 days as long, as the items meet the requirements of our Return Policy.

*Please note that it takes at least 24 hours for tracking codes to be activated.
What do I do if my question isn’t covered here?

We recommend you contact our friendly online shop Customer Service team using the contact information here.