Frequently Asked Questions (FAQs)
I've placed my order - can I change or cancel it? We strive to process your order as quickly as possible, hence there may be occasions when we’re unable to change any of the details you’ve given us. This may include order cancellations, delivery address amendments or changing any items in your order.
Under UK Distance Selling laws, you have the right to cancel your contract with us, within seven working days of receiving your order, but we offer you 14 days to cancel the contract. You will need to advise us of this in writing so we can issue you with a full refund and we would ask you to return the cancelled items to us. For more details please see our Returns Policy section.
If we do not receive the cancelled items back, we may arrange to have them collected at your cost. If you want to cancel your contract with us, or if you need any further assistance, please contact our Customer Service Team by clicking here.
How can I pay for my order? We like to give you plenty of payment options, so you can use any of the cards listed below as well as PayPal. We also take security extremely seriously indeed, so your details will be safe with us.
Cards accepted: Visa, MasterCard, American Express (AMEX) and Maestro (we also accept PayPal)
All credit and debit cardholders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.
You will receive a further email containing our bank account information and a bank transfer reference number.
When will I be charged? If your payment is authorised, the funds will be 'reserved' in your account for us and you will receive an email confirming that your order has been successful. The payment will only be completed upon despatch of the final part of your order.
If your order does not complete successfully, payment will not be taken. Please don't worry at this stage, as it is possible there may be something simple that can be done to complete the order.
My payment has been declined Not to panic, this can occur due to any number of reasons. If you have enough funds in your account, it's most likely you entered one of the card digits wrong. If you believe the details have been entered correctly then we would recommend you check that the details in your billing address is the same one to which the card is registered. If the problem carries on, try entering the details of another card or contact you bank or card issuer.
How secure is our website? It’s as secure as it can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.
Do I need to create an account to shop with you? Not at all, you can use our express checkout and not open up an account, but creating an account will make it easier for you when you return to buy from us again in the future. Setting up an account will let you order without having to fill in your details every time you shop with us. You can either sign up first, or you can start shopping and set your account up when you check out - it’s your call. Just follow the easy steps on screen and remember to have your payment and address details to hand. Your billing address should be exactly the same as the address to which your credit/ debit card is registered.
How long will my order take to arrive? Standard delivery orders to most areas of mainland UK should arrive within four working days. If you have requested a Next Day Delivery, it will arrive the next working day. Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland. Deliveries to these areas will take an additional one to three working days to arrive. Generally our international parcels will arrive within 10 working days.
Can I contact your courier company? We will contact our couriers on your behalf, but we are unable to query the delivery until the expected delivery date has passed. Please click here to contact our Customer Support Team by clicking here.
As our standard International parcels are delivered by the local postal service in the country of delivery it is not possible to investigate your parcel delivery.
Do I need to sign for my delivery? If you are in when we deliver, our driver will ask you to sign for your delivery. If you are out and if they can, our couriers will leave your parcel with a neighbour. The driver will leave a card to notify you as to where your parcel is, or to rearrange delivery. We will try to deliver two more times after which time your parcel will be held at your local depot for five days prior to being returned to us for a refund.