We make all reasonable efforts to process and dispatch orders on either the day they are received, or the next business day – provided all items are in stock and our payment security checks are complete. If there’s any issue, we’ll contact you right away.

Once your order is dispatched, you’ll receive tracking details from the courier (typically FedEx or UPS). Delivery times vary by destination:

UK Mainland: Usually 1–2 business days

International: Typically 2–4 business days

Please note that some outlying and hard to reach locations may take longer, and it is possible that customs checks may causes delays that are outside of our control.

Shipping costs are based on weight and destination. For very heavy orders or destinations not listed online, please contact us.

Shipments are made from the United Kingdom under ‘Delivered At Place’ (DAP) Incoterms – for orders delivered outside the UK, you are liable for any taxes and duties that are applied by the destination country, together with any related administration fees.

Orders delivered within the UK

We always charge VAT at the prevailing UK rate on your total order value. We provide a VAT invoice with your goods, which you can use to reclaim the VAT if appropriate.

Orders delivered to EU countries

We do not charge VAT or Sales Tax on exports from the UK.

A tax ID is required – either a VAT Number for a business or a National ID Number for individuals.

We have many years of experience shipping thousands of orders around the world and providing the necessary documentation to accompany international shipments.

Many of the items we sell are covered by free trade agreements. However, we cannot offer advice on individual customs tariffs or whether you will be liable in any instance.

As the importer, you will have to pay the delivery courier any taxes and duties that may be applied by customs in the destination country, plus any processing fees.

If you already have deferred VAT arrangements and provide the relevant VAT registration number with your order, you will not be charged VAT by the courier.

In no event shall we be liable for any losses incurred due to delays in delivery.

If an item arrives incorrect, damaged or faulty – or develops a fault covered by the manufacturer’s warranty – we will replace it, repair it, or refund you, at our option and in accordance with terms below.

If you change your mind about an item that was correctly supplied, you can return it for a refund as long as:

• You let us know by email within 14 days of delivery
• The item is returned unused, undamaged and in its original packaging
• The item was in stock at the time of purchase and was not ordered from Thales to fulfill your order

However – for security and licensing reasons, we’re unable to accept returns or cancellations for:

• Any recordable media (including smartcards), as these cannot be resold
• Software products

Email us with your order number and order date, telling us what you’d like to return and why. We’ll advise if your request can be accepted in accordance with these terms, and instructions on what to do next. Once return details have been provided, please send the item back within 14 days.

Please note that return postage costs are your responsibility, and we do not refund delivery charges unless the item was damaged, faulty or sent in error.

If you want to cancel an order before it has been dispatched, email us with your order number and order date.

We’ll confirm whether cancellation is possible and let you know the next steps.

Please note that we cannot cancel and refund orders that have been placed for items that were on back order at the time of purchase.