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Shipping & Delivery

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My Order Hasn't Arrived

SBL independent Sellers are responsible for packing and shipping your orders.

Once the Seller confirms to us that your order has been processed and shipped, you will soon be sent a shipping confirmation e-mail.

Kindly allow up to 5 business days after shipment for a domestic delivery to arrive and 14-21 business days after shipment for an international delivery to arrive. After this time if you still haven’t received your order, please log into your account and raise an inquiry with the Seller within a reasonable time frame.

Providing a complete and accurate address is crucial to prompt delivery. Incomplete or incorrect addresses may cause days or weeks of delay as the items will most likely be returned to sender.

SBL accepts no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you provided although we will try our best to help you.

 

You may still get your package depending on which part(s) you have left out or mis-typed in the address, as your local delivery courier may be able to make out the full address based on what you have given them.

 

If the delivery address you inputted is still a valid address (albeit not your address), the package will be brought to that address and it would be your responsibility to recover the items.

 

In the event that the delivery address is invalid, the package will typically be returned to the Seller. We will then reach you to see if you want the order to be resent to the correct address (at your expense), or you would like a full refund for the cost of the goods.

Some Sellers may not be happy to resend your order in which case you would be refunded for the cost of the goods, and if you still want to buy the item(s) you would need to place a new order (stock permitting).

If your order has been sent with a trackable service, this email will contain a tracking reference number and the courier name to help you follow your parcel. If this email does not contain a tracking number then your order has been sent via a standard service and will not be trackable.

 

For both cases, please allow up to 5 business days after shipment for a domestic delivery to arrive and 14-21 business days after shipment for an international delivery to arrive.

 

After this time if you still haven’t received your order, please log into your account and raise an inquiry with the Seller within a reasonable time frame.

 

If you are a registered user, you can also check your order status at My profile → My orders.

If you have only ordered from one Seller, it is likely your order will arrive in one package, so if you are missing items in this case, please contact the Seller.

 

If you have ordered from multiple sellers, your order will arrive in separate parcels as each Seller will ship their part of the order individually. Please allow up to 5 business days after shipment for a domestic delivery to arrive and 14-21 business days after shipment for an international delivery to arrive. After this time if you still haven’t received your order, please log into your account and raise an inquiry with the Seller.

 

To establish which Seller your order is coming from, please check your order acknowledgement email.

 

For assistance with creating an account or raising an inquiry, see How Do I Raise an enquiry about an order?

Delivery Timescales

Products are shipped by the individual SBL Sellers, who are located across Europe and the rest of the world. The delivery times and shipping prices vary depending on the Seller’s location, the destination country and the selected delivery method.

All Sellers offer a standard delivery service, and some Sellers also offer an express delivery service.

  • Standard – Domestic Standard delivery takes approximately 2-5 business days from dispatch, while an International Standard delivery takes 5-14-21 business days from dispatch. Normally track & trace and proof of delivery are not available on a standard service.
  • Express – Domestic Express delivery takes approximately 1-2 business days from dispatch, while an International Express delivery takes 3-7 business days from dispatch. Usually track & trace and/or proof of delivery are available on an express service.

If an Express delivery option is available on the item(s) you are ordering, then you will be given the choice to upgrade during the checkout process.

Although SBL sellers try to deliver within these timescales, please note that timescales are estimated and not guaranteed.

These delivery timescales do not include any customs clearing times beyond SBL’s control.

All couriers deliver during normal business working hours and may require a signature on receipt, so please ensure your order is sent to an address where someone will be available to accept it.

Delivery Costs​

Shipping prices for the products at SBL are set by the Sellers who sell them.

The charges differ depending on the Seller’s location, the destination country and the selected delivery method (standard or express where available).

The delivery cost of each item is displayed on each individual product page.

We assume that delivery is within the country of the SBL site that you are viewing. If you choose to have the delivery outside of your domestic country, then the delivery charges will update accordingly once you select a different delivery destination country in the checkout.

If you are a registered user, you can change the delivery country for your account under Your Account → Personal Details, so that the correct price will show on the product page. Once you change your country, shipping costs for all products that you browse at SBL are calculated based on the new country.

Total cost for delivery will always be displayed on the last page of the checkout before you submit/confirm the order.

Kindly note that a very small number of our products carry an additional delivery surcharge fee. This happens when either when the weight of the product exceeds the courier allowance, or when the delivery address is to a location that is hard to reach. We would contact you the soonest if either case was applicable to your order, and you can choose whether to proceed with the order or not.

Delivery Address Restrictions​

SBL will only show products to you that are available for delivery in your country, so that you do not waste time browsing products that then cannot be delivered to you.

SBL sellers can choose their own shipping destinations and we encourage them to deliver to as many of these countries as possible.

Shipping restrictions may apply due to the nature of some products and in order to comply with national and international regulations governing the transportation of certain products to certain locations, not all products are available in all countries.

In some countries a PO Box address is required for shipping. If this is required by the postal service in your country, please make sure that this is included in the delivery address information entered at checkout.

Which Courier Do You Use?​

The carrier delivering your package will vary depending on which seller you have ordered from and is dependent on the size and weight of the parcel, and the destination country. Once your order has reached your country, it may be passed on to an internal postal service, and delivered according to standard delivery procedures within your country. It is not possible for you to select your preferred carrier.

Customs Charges

Assessment of duties and taxes is based on the value of the ordered items and the tax-free threshold for goods imported into the destination country.

SBL has no control over these charges and we are not able to tell you what the cost would be as customs policies and import duties vary widely from country to country. For more information on current charges you would need to contact your local customs office.

Please note that any deliveries which are sent from one EU country to another EU country will not be subject to a customs charge.

Estimated shipping timescales do not include any additional customs clearing times beyond SBL’s control. Kindly note that customs charges will not be refunded if you cancel and return your order.

If you cancel your order by refusing to accept delivery of all or part of your order your order will be returned to the sender. A refund for the items only will be processed once the Seller has received the returned package.

Any customs charges or handling fees upon delivery are solely the responsibility of the client. However, if your order is subject to a customs charge, you may contact SBL regarding this and submit a claim for reimbursement.

If you return your goods for a refund after receiving a customs charge reimbursement, kindly note that we won’t be able to refund you beyond the amount you originally paid for your order.

We will give you the proof of the return in case you want to claim back the VAT to the customs authorities of your country.

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