Frequently Asked Questions
Registering with us will make your shopping experience more effortless, giving you access to all of the special features incorporated on the website such as tracking the status of your order, email alerts, the ability to create a wishlist and recommending friends. In addition, if you register it will enable us to save you details for the next time you shop, making your purchase process much quicker and accessible to shop with us in the future.
Is it possible to change my personal account details?
Yes, although you must have an account to change your personal account details. All you have to do is log into your account and click on the billing or delivery address and edit in order to change your details.
Is it possible to amend my order once I have placed it?
Once an order has been placed we unfortunately do not have the capacity to be able to add or amend to it. Please contact our customer services if you require any further help through email at firstname.lastname@example.org
Can I place an order over the telephone?
Unfortunately we do not have the facility to order over the phone. We feel verbal orders lead to mistakes which we aim to avoid.
When will I be charged for my order?
You will be charged for the order in full at the time the order is placed.
How will my order be delivered?
Depending on the size and weight of your order, it will either be sent by Royal Mail, Citylink couriers or Nightfreight.
Will someone need to sign for the delivery?
All our parcels require a signature however if you are happy for your goods to be left in a safe place then please ensure you state this in the relevant box during the checkout process. By specifying a place that you would like the courier to leave the parcel without a signature you are accepting liability if the goods go missing. Alternatively you can change the delivery address where someone will be in to accept the delivery.
I have received a damaged product, what should I do?
Please contact us via email at email@example.com stating your order number, the problem with the product, and whether you would like a refund or a replacement, and we will advise you of further action. It is helpful in the case of damaged products if the customer is able to send a picture showing the fault.
Please ensure that you understand when placing an order, that if something is wrong we will require that the item is returned to us in its original state and we will refund the postage. We would like to collect it from you to save you the hassle but our couriers cannot offer timed collections thus you would have to be at home the whole day. We're sure that you would find this even more of an inconvenience.
Do you ship internationally?
Unfortunately we can only ship to UK mainland addresses at this stage.
I have returned an item, how long will a replacement take to arrive?
If you have returned an item for a replacement then we ask that you allow 14 working days for the item to be returned back to us and received and a replacement order processed by our returns department.
Why won't my payment go through?
If you are having problems putting your order through please check that all the mandatory fields that are marked with an asterisk are entered correctly i.e. first line of address, postcode, and telephone number as these fields are involved in verifying your payment.
Please also make sure that your billing address corresponds with the registered address of the card that you are paying with.
If you have any further problems then please contact our customer services on firstname.lastname@example.org and we will be happy to help complete your order.
Will my details be passed onto third parties?
Your details will not be sold to third parties.
Is your site secure?
All Credit Card data transmitted between you and our site is protected using strong SSL encryption technology, and we do not store or retain your payment details.
Your payment is processed using Sage Pay and we do not have access to your credit or debit card details.