FAQ's

Top frequently asked questions

1. Where's my order?
You can check when your order was dispatched in the My Orders section of your account - we estimate 2 - 3 working days for it to arrive with you for orders going to the UK. However, we do face postal delays sometimes. If this does happen we have to wait 7 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent). For more information regarding delivery, visit our Delivery page.

2. My item arrived damaged, what do I do?
We're sorry to hear your order didn't arrive with you in perfect condition. Please get in touch with us with an image of your damaged item via our Contact Us form so we can look into this for you.

3. Can I cancel my order?
We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. If your order is not already being picked then Please get in touch with us via our Contact Us form with the subject Order Cancellation and will your order number and we will try our best to catch your cancellation in time. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

4. Can I change the address on my order?
We do aim to dispatch orders as soon as possible but if we can catch your message in time we will be able to change the address on it for you. Please get in touch with us via our Contact Us form. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the message and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

5. How can I return my item?
If the item is unwanted we will only be able to accept a return if it is unopened and still sealed. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us.

6. How much is postage?
UK standard postage is £1.99 or free on all orders over £20! Our 1st Class delivery is £2.99. Check out our Delivery page for more information.

My Order

2. Can I cancel my order?
We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. If your order is not already being picked then Please get in touch with us via our Contact Us form with the subject Order Cancellation and will your order number and we will try our best to catch your cancellation in time. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

3. Can I change the address on my order?
We do aim to dispatch orders as soon as possible but if we can catch your message in time we will be able to change the address on it for you. Please get in touch with us via our Contact Us form. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the message and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

Stock

1. The item I want isn't in stock, what can I do?
If the item you are looking for is not in stock then please enter your email address into the ‘Back In Stock’ box provided on the product you would like and you will be notified by email when we have more stock in.

Delivery

1. My item arrived damaged, what do I do?
We're sorry to hear your order didn't arrive with you in perfect condition. Please get in touch with us with an image of your damaged item via our Contact Us form so we can look into this for you.

2. How much is postage?
UK standard postage is £1.99 or free on all orders over £20! Our 1st Class delivery is £2.99. Check out our Delivery page for more information.

3. Do you have a tracking number for my order?
Yes, all orders within the UK are sent via various tracked methods depending on the service. UK standard tracking is only updated once the item has been delivered. Our premium delivery service allows you to follow the journey of your item until it's delivered. You can check when your order was dispatched in the My Orders section on your account.

4. Why has my item not been dispatched?
We aim to dispatch all orders within 24 hours of receiving payment so if your item has not been dispatched it is likely that the payment hasn't gone through successfully. Please check the My Orders section in your account to make sure that you don't still have to make a payment.

Payment

1. What payment options are available?
We accept payment by most major debit/credit cards as well as via PayPal. Unfortunately, we do not accept cheques or cash payments.

2. I have been charged for my order twice, what can I do?
We're really sorry to hear this! If you paid by PayPal, please use the Contact Us form and send us both transaction IDs so we are able to look into this and refund the relevant transaction.

If you paid with a bank/credit card you will have two transactions and more than likely one of the payments will have failed and one will have been processed normally. With the failed payment transaction the money will have likely been taken out of your account or is being held by your bank. This payment should return to you within a couple of days but if it doesn't, get in contact with us and we will look into it further for you.

Still Have Questions?

1. Send us an email
You can email us via our contact form and one of our experienced customer support agents will be in touch with you as soon as possible.

2. Chat with us
If you need help urgently our live chat service is available 09:00 - 16:30 (UK Time) Monday - Friday (excluding bank holidays)

3. Contact us via telephone

01246 808610