Frequently asked questions

Shipping and tracking

We aim to dispatch orders within 48 hours. If there's a delay, we'll usually let you know by email.

We offer free shipping on all orders. UK orders are shipped using Royal Mail 48 Tracked and arrive in 2 business days from shipping. For orders from outside of the UK, shipping takes 4 - 12 working days following dispatch, depending on your shipping address and order. During COVID-19, delivery times have been temporarily extended to 15 - 25 working days.

After your order has been dispatched, we'll send you a dispatch email which includes a tracking link. The tracking link usually takes 3 days before it's active.

Returns & refunds

If your order hasn't been dispatched, email us at together with your order details and we’ll do our best to amend your order before it’s shipped. If your order has been processed or dispatched, we can’t make any changes or cancellations, so please double check your order before completing it.

We offer a 30 day returns policy on all products. Product(s) must be in a resalable condition. Returns are via mail only and you're responsible for shipping costs to return items and shipping charges must be prepaid. Just return with a note including your name & the email you placed the order with. Please send returns to:

nativeHQ, James & James Fulfilment
Liberty 196, Rhosili Road
Northampton, NN4 7JE, UK


All of our products are covered by a 1 year manufacturers warranty. This does not cover accidental damage.


If you have any other questions, you can email us here. Our support team are available Monday to Friday 9.30am to 5.30am GMT & will aim to get back to you within 1 working day.