Why do you want my email address/telephone number?
We ask for these details in case there is a problem with your order or delivery, in order to resolve it quickly (we never pass these details to other companies).
Change An Order
Can I add to or cancel my order?
Orders are transmitted from the website directly to our despatch department and your order may have already been processed. Please e-mail firstname.lastname@example.org or call 020 3289 9817 quoting the order number from your confirmation email.
I've lost my order form, how can I get another one?
If you've lost your order form, or need another you can download a blank copy of the Order Form here. Please print and complete the form and send it back to us by post or scan it in and e-mail it to us at email@example.com
What are your delivery charges?
- UK Mainland - £3.99, orders over £20 qualify for FREE Standard delivery
- Highlands & Islands - £3.99, orders over 1.8kg have a charge of £11
- Northern Ireland - £3.99, orders over 1.8kg have a charge of £11
- Isle of Man - £3.99, orders over 1.8kg have a charge of £11
- Isles of Scilly - £3.99, orders over 1.8kg have a charge of £11
- Channel Islands - £4.99, Orders over 1.8kg have a charge of £11
- BFPO - £4.99, orders over 1.8kg have a charge of £17
When will my order be delivered?
Your order should arrive within 7 days. If delays are likely, we will keep you informed (please provide us with a daytime telephone number and an e-mail address).
How will my order be delivered?
If you are ordering small items they will arrive by Royal Mail. For larger parcels our carriers deliver weekdays between 7am and 5pm. If you are not at home, the driver will either put the parcel in a secure place and post a card advising you where they have left it, or leave a card asking you to call the depot to arrange another delivery. If you prefer, we can deliver to your work address or a neighbour.
Can I have next day delivery?
Next Day Delivery is available to UK mainland addresses (excluding Scottish Highlands & Islands) if you place your order before 12 noon Monday to Thursday. We do not deliver on Saturday. Orders placed on Friday before noon will be delivered the following Monday. The cost is £5 in addition to the standard charge. A signature is required for receipt.
Can my order sent to a different delivery address?
Yes, if it is more convenient we can deliver to a different address e.g. your workplace. We can deliver to your family and friends anywhere in the world.
Can I send orders to more than one address?
Yes, but you must place each order separately.
Can my order be sent to an address outside the UK?
Yes, deliveries to Europe usually take around 14 days. For the rest of the world, please allow up to 21 days. Small items are posted by air with Royal Mail. Parcels are despatched using Parcelforce International. The cost of delivery is based on the delivery address and the weight of your parcel. The cost will be calculated when you are in the checkout.
What countries do you deliver to?
We deliver to almost everywhere in the world.
What happens if my parcel is held by Customs?
It is unusual for our parcels to be held but if this does happen, you may have to pay local import duties.
How can I be added to your mailing list?
Simply register on the website. Make sure you include your email address so we can keep you up-to-date with all the latest offers and new products.
Can my details be removed from your mailing list?
Yes. Please email your name, address and e-mail address details plus your customer number (if known) to firstname.lastname@example.org
What if I have forgotten my password?
If you have forgotten your password, please click on the forgotten password link on the sign in/register page and we will email you details of how to change the password.
Prices are subject to change, we endeavour to keep the website up to date. If there are any significant changes we will inform you via e-mail.
What is your returns policy and guarantee?
We hope you will be happy with your purchase. If you are not happy, just return the product to us following the instructions on the back of your Delivery Note. We are happy to refund or exchange products returned within 21 days of receipt. Under the Distance Selling Regulations, if you buy online or by phone, consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. We are happy to refund or exchange products returned within 21 days of receipt. It is important that items are returned in perfect condition so please take care of them and pack them appropriately. We recommend you request a Proof of Postage certificate (free) from the Post Office if you return your goods. Returns are processed within 48 hours of receipt at our warehouse. A replacement order will take approximately 7 days for delivery. If the item is no longer available, you will receive notification and a refund. We will exchange any faulty goods at our own expense. This guarantee does not affect your statutory rights.
How long will it take to receive a refund?
Refunds are made on receipt of the returned goods.
How long will it take to deliver a replacement item?
Returns are processed within 48 hours of receipt at our warehouse. A replacement order will take approximately 7 days for delivery. If the item is no longer available, you will receive notification and a refund.
Is your payment section secure?
Yes, we can assure you the payment section of our website is secure. All areas of the site containing your personal information are padlocked.
Are my card details secure?
Yes and we’ve added some additional features to protect you from identity fraud. The authorisation process validates the card number, expiry date and your security code and also checks that the card is registered to your address. For this reason we need your credit card billing address exactly as printed on your statement. We take security very seriously, we are PCI DSS Compliant. The Payment Card Industry Data Security Standard is designed to protect consumers and merchants alike from credit card fraud. To become Compliant there are six categories of PCI standards to be met – maintain a secure network; protect cardholder data; maintain a vulnerability management programme; implement strong access control measures; regularly monitor and test networks; maintain an information security policy. You can shop in confidence using our online payment system. We accept all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. Our payments are handled by SagePay, a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems.