Free 48h delivery on all products

Order FAQs


Order FAQs

[/vc_column_text][vc_tta_accordion][vc_tta_section title=”Where is my order?” tab_id=”1566555781285-316ec285-334f”][vc_column_text]By logging into your account, you can see the status of your order. If it has been dispatched, you can track your order through your account. 

If you can not find the status of the order then please get in touch and we will be able to help you. 

 If you checked out as a guest then please get in touch and we can track your order for you! [/vc_column_text][/vc_tta_section][vc_tta_section title=”My order has not arrived within the stated delivery time, what should I do?” tab_id=”1566555828672-80b3fb20-da44″][vc_column_text]If you think your order should have been with you already then please check the standard delivery times below.

  • Standard Delivery (UK) – 3-5 working days
  • 1st Class (UK) –  1-2 working days
  • Next Day (UK) – Next working day by 5:30pm
  • Europe – 5-14 working days

Please check to see if Royal Mail have left you a card to inform you of an attempted delivery and please check your usual ‘safe places’. After that, give us a call and we’ll take a look into your order for you. [/vc_column_text][/vc_tta_section][vc_tta_section title=”I can’t access my account, what should I do?” tab_id=”1566555894546-c0865f6d-91ad”][vc_column_text]If you’re struggling to get into your account then click ‘remind password’ and enter your email address. You will be sent an email to reset your password. If you do not receive this within 10 minutes, request it again. It’s always best to check your junk folder in case it has jumped into there!


Due to our website update at the beginning of 2019, accounts created before this would have been lost. This is due to privacy regulations not allowing us to transfer sensitive data such as passwords to our new website. [/vc_column_text][/vc_tta_section][vc_tta_section title=”I haven’t received an order confirmation, was my order successful?” tab_id=”1566555895466-c653edc9-7a9f”][vc_column_text]If you have made an account you can check by clicking on my orders in your account screen. It is always worth checking your junk folder in case your confirmation email is in there. If you have not made an account please contact us. [/vc_column_text][/vc_tta_section][vc_tta_section title=”How can I cancel, amend or add to my order?” tab_id=”1566555893530-ab8d7afa-4144″][vc_column_text]You will need to contact us straight away! Unfortunately if the order has already been released to the warehouse, we are unable to amend the order.[/vc_column_text][/vc_tta_section][vc_tta_section title=”My order has arrived damaged / incomplete.” tab_id=”1566556048246-12b0c9f1-e9c4″][vc_column_text]We’re sorry to hear this! Please take a photo of the damage and email it to us, along with your contact details. As soon as we have received a photo we will be able to organise a refund or replacement. 


If you have received an item in error, please contact us. [/vc_column_text][/vc_tta_section][vc_tta_section title=”Can my order be delivered to another address?” tab_id=”1566556041771-b0adff7e-4881″][vc_column_text]Yes, your order can be sent to another address, however this needs to be selected when placing the order[/vc_column_text][/vc_tta_section][vc_tta_section title=”Is it safe to enter my credit/debit card details online?” tab_id=”card-details”][vc_column_text]We understand that security when shopping online is essential. That’s why the second you enter the order process, every piece of information that is transferred between you and us is 128 bit encrypted using SSL encryption. So even if it was intercepted, it would be useless information. Please look for the padlock when you enter the secure sections of our site. The small padlock normally appears at the bottom of your screen. You can also check the address bar, normally it will start http:// , however when you enter the secure pages it will add an “s” therefore it will begin https://.

All our transactions are processed using Stripe, PayPal or Google Checkout. We do not see and therefore do not store any card details.[/vc_column_text][/vc_tta_section][vc_tta_section title=”What types of payment do you accept?” tab_id=”payment-details”][vc_column_text]We accept the following types of Payment:
Credit Cards – Visa, MasterCard & AMEX
Debit Cards – Solo, Maestro, Visa Debit, Visa Electron
Other Methods – PayPal Express, Google Checkout
[/vc_column_text][/vc_tta_section][vc_tta_section title=”When will my order be despatched?” tab_id=”despatched-details”][vc_column_text]If you order before 1pm (Monday – Friday) we aim to dispatch your order the same day. All other orders will be processed and dispatched the next working day.
[/vc_column_text][/vc_tta_section][vc_tta_section title=”Can I order over the phone?” tab_id=”phone-order-details”][vc_column_text]If it is easier for you then please call us on 01273 254254 and we will be more than happy to process your order over the phone.
[/vc_column_text][/vc_tta_section][vc_tta_section title=”I am having problems ordering online?” tab_id=”issues-details”][vc_column_text]If you experiencing problems ordering online then please call or email us and we can either take your order over the phone or we can talk you through the order process.
[/vc_column_text][/vc_tta_section][vc_tta_section title=”Do your prices include VAT?” tab_id=”vat-details”][vc_column_text]All our prices, unless otherwise stated include the VAT at the current rate.
[/vc_column_text][/vc_tta_section][vc_tta_section title=”How much does delivery cost?” tab_id=”delivery-details”][vc_column_text]Please see our delivery section for our full range of delivery options.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Which couriers do you use?” tab_id=”courier-details”][vc_column_text]Courier varies by item purchased and requested delivery option. We use a range of couriers which include Royal Mail, DPD & UPS.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Do you share my details with anybody else?” tab_id=”details-details”][vc_column_text]For information on 3rd parties and data usage, please see our Privacy Policy[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I return/exchange an unwanted item?” tab_id=”unwanted-details”][vc_column_text]Please see our returns section for full details on how to return and item for an exchange or refund.
[/vc_column_text][/vc_tta_section][vc_tta_section title=”Help…none of the above answer my question!” tab_id=”help-details”][vc_column_text]If we haven’t answered your question then please contact us and we we’ll try our best to help you!
Telephone: 01273 254254