1.1 Are the items on your website in stock in the UK?
Yes, all items displayed on the website are in hand at one of our UK distribution centres. On very rare ocassions some fast-moving lines of stock may become unavailable, they will normally be removed from the website before any orders are placed.
1.2 Do I need to open an account in order to shop with you?
No, you don’t need to open an account. You can make purchases and check out as a guest for convenience.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
1.3 How do I create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal details.
1.4 How do I order?
Shop for the items you want and add to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
1.5 I have problems adding items to my shopping cart
You will be able to add the items as long as stock is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
1.6 How do I pay for my orders?
We accept payments securely via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.
1.7 Can I amend and cancel my order?
Please contact us as soon as you realise you need to cancel your order, we normally ship within 48 hours, so please try to reach us before then. If your order has been shipped, please accept the delivery and get in touch with us via our customer service firstname.lastname@example.org in order to arrange a return. Any return details you can check our Return & Refund Policy
1.8 I have a discount code, how can I use it?
Input the voucher code in the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have typed it incorrectly during checkout. Kindly ensure that all information is correct before confirming your purchase.
1.9 How will I know if my order is confirmed?
After you have placed your order, you will receive an order success message and an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders will be processed within 1 working day of receiving your payment, excluding weekends and public holidays. You will receive email updates at each stage of the order process.
2.2 How long will it take for me to receive my order?
The Standard courier delivery time frame is approximately 3-5 working days and the Express courier service is approximately 5-7 working days from the time of placing your order. This is applicable only to mainland UK orders, any non-mainland UK orders should allow an extra 1-2 working day shipping time.
2.3 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders via our website.
2.4 What do you charge for shipping?
Shipping is FREE for all mainland UK addresses via our standard courier service. There is an additional charge for shipping outside of mainland UK of £4.95 and our expedited 24 hour delivery option also carries an extra charge of £4.95
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
2.6 There is a missing item in my order, what should I do?
We apologise for sending you an incomplete order. Please contact our Customer Care Team via email@example.com quoting your order number and we will get back to you as soon as we can.
2.7 I’ve received a defective item, what should I do?
We apologise for the problem with your order. Please contact our Customer Care Team via our firstname.lastname@example.org quoting your order number and we will get back to you as soon as we can.
2.8 I’ve received an incorrect item, what should I do?
We apologise for sending you the wrong item. Please contact our Customer Care Team via email@example.com quoting your order number and we will get back to you as soon as we can.
2.9 I’ve purchased the wrong item
If you have ordered an item in error, please contact our Customer Care Team via firstname.lastname@example.org quoting your order number and we will get back to you as soon as we can.
2.10 I have not received my parcel, what should I do?
Please contact our Customer Care Team via email@example.com quoting your order number if you have not received your parcel after 10 working days and we will assist you with tracking your item.
2.11 Will there be an additional charge for redelivery?
There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.
2.12 I’m yet to receive my parcel within the stipulated time frame. What should I do?
Once you’ve placed an order, you will receive an Order Acknowledgement email to confirm your order details. Once your item ships, you will receive a Shipment Confirmation email including your order number, the carrier's information, the date and time the order was placed, the status of the order, and package tracking numbers for items that have shipped. For exact locations of your shipment, please track your items on the carrier's official website. Alternatively, you may contact us via firstname.lastname@example.org quoting your order number and we will assist you further.