F.A.Q.
Frequently Asked Questions
Where do you deliver to?
We can deliver items to the UK mainland, Northern Ireland, Isle of Man, Scottish Highlands, Scottish Lowlands and Channel Islands using Standard Delivery. Next Day Delivery is only available to the UK mainland. However, we regret that delivery to UK PO Box addresses or British Force Post Office addresses cannot be made.
What happens if I am out when you deliver?
Deliveries will usually be made Monday to Friday (Standard or Next Day Delivery) excluding bank holidays. If you or the intended recipient is not in when the delivery attempt is made, our courier will leave a card at the delivery address confirming their attendance. Please follow the instructions on the card to arrange re-delivery or collection of your order.
What does working day mean?
We do not deliver on weekends or on bank holidays. The cut off time for placing orders is currently 4pm. If the order is placed after this time, add another day (Monday – Friday) to your delivery time.
Can I send my order to a different name or address?
Yes, you can. As long as our delivery service is available in your destination.
What if I want to change my delivery address?
Once you have placed an order, you cannot change the address details or the delivery option selected.
Can I collect my order in store?
Yes, you can collect your order from our store however, you must notify us 2 hours prior to collection.
How can I get a VAT receipt?
When you place an order on our online shop we automatically send you a receipt via email which will include the details you require for V.A.T. purposes.
The product I received is faulty, what should I do?
If a product is found to be faulty, it can be returned for an exchange or refund however, you must inform us that you wish to do so within 48 hours of receiving your goods. Any claims received after 48 hours will be excluded from refunds.
I/we would like buy products directly from you, how do we start?
To be able to start purchasing from us directly you must have an account with us. This is a very easy process and can be completed by contacting us on + 44 (0) 116 291 1697.
I do not seem to be able to log into my account!
Not to worry, speak to one of our customer service representatives and we will resolve this for you!
The website doesn’t seem to be loading correctly on my computer, please help!
Our website is very dynamic and sometimes may not be displayed correctly on your computer. Please ensure that your browser and security settings are set to default and that you’re using an up-to-date browser.
Our website supports all well-known browsers but sometimes the settings on your PC can cause it not to be displayed correctly
**We support all builds of Chrome, Firefox and all newer versions of IE7+, Opera, Safari.
If you are still struggling, please call us and ask for someone in our IT department for further assistance.
We have received an order but there is something missing or not right, what shall we do?
The first and most important thing is to let our Customer Service team know. There is always a possibility something has gone wrong somewhere and our customer service team will try their best to resolve it for you.
In the event that our customer service team requests for products to be returned (and have provided a returns number), please make sure that returns are sent to our Warehouse Address otherwise your return may not be acknowledged, please check the contact us page to confirm.