DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
Not if you do not want to. We have a guest checkout option so no additional information needs to be added. This will mean that you might miss out on promos and discounts that we offer to our registered account holders. An account also stores all of the information about all your orders, what you ordered and the tracking code if you requested one in the shipping options.
HOW DO I ACCESS MY ACCOUNT?
There is a ‘LOG IN/SIGN UP’ link in the header of website, next to the basket icon. Click the link and you will be prompted to enter your email address and password details.
I HAVE FORGOTTEN MY PASSWORD, HELP?
If you have forgotten your password you can reset via the Account Sign In area. There is a ‘Forgotten Password’ link, click the link and follow the steps. You will receive an email with a link directing to setup a new password.
WHERE IS MY ORDER, DID IT GO THROUGH?
If you have successfully completed your order you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.
If you believe you placed an order but it isn’t appearing in your account please contact a member of the team who will be happy to help.
How do i access my order information?
All completed orders are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.
Why haven’t my items arrived yet?
We ship all orders via Royal Mail First Class or DPD and whilst our estimated shipping times are accurate it can take up to 14 days to receive your order. Unless it was next working day delivery that has been requested.
If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct. If all details are correct and 14 days has passed, please contact a member of our customer services team via the contact page. We will track the package for you and resolve any issues as a matter of urgency.
Does my product come with a warranty?
Please check our warranties page her for details on all product warranties.
The item I am looking for is out of stock, when will you have it in?
We try our best to ensure all items on the website are in stock, but sometimes popular items sell out quickly. If an item isn’t available, you can enter your email to be notified when the item comes back into stock. You can also contact us via Live Chat or by email.
How do I cancel my order?
If you would like to cancel an order we will need to be notified as quickly as possible that you no longer want the items. We ship all orders the same day when placed before 2.00 pm, if we are contacted after this time we cannot always cancel the order before it has been dispatched.
Please contact us via Live Chat or email, complete with your order number and we will do our best to cancel the order.
If your order has already been dispatched, you can still cancel the order by returning the items to us, providing they are unopened and in a re-saleable condition. You have 30 days in which to do this.
I want to change my order / address?
If you have just placed an order and want to change the address please contact us as soon as you can and we may be able to help.
Please contact us with your order number and new shipping address and we will do our best to change the order before it is dispatched.
If you have already received a dispatch email notification, unfortunately, it is too late to make changes to your address. In cases like this, we are unable to take any action until the package is returned to us. Once we receive the order back we can arrange shipping to a new address.
How do i view previous orders?
All previous orders are held in your account area on the website. Simply login in to your account here and select the ‘My Orders’ tab to view all historical orders.
How do i apply a discount code to my order?
You can apply your discount code when in the Checkout area of the website. There is an alert box on the top of the checkout page, click and insert the applicable code here and hit ‘Apply’. This will update the cart value automatically for you.
Do you ship to my country?
We ship worldwide. For further details on the exact countries we ship to and pricing please refer Shipping and Returns page. If you have further questions please get in contact.
Does my order come with a tracking code?
If you are in the UK your order will be shipped Royal Mail Tracked 24 service and can be tracked via your personal account area. We will also email you a shipping notification with the tracking code.
We also ship via DPD Express service for Next Working Day delivery and can be tracked via your personal account area. We will also email you a shipping notification with the tracking code.
For orders from outside the UK, they will be sent tracked and require a signature upon delivery.
How long will my order take to arrive?
UK Delivery is normally 1-2 working days
Mainland Europe 3-7 working days
Rest of the world 5-14 days
How will my package arrive?
For safety and security, we ship all items in specialist crush-proof envelopes or boxes with no reference to the contents of each package. This is to ensure your products arrive safe and sound.
How quickly are orders dispatched?
All orders are dispatched same day when placed before 2 pm, Monday to Friday. Orders placed on a weekend (Saturday – Sunday) will be processed the following Monday.
Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.
How much does shipping cost?
Shipping is FREE in the UK when your order value is £50 or more. For more details on shipping rates and options please see our Shipping and Returns page here.
If you are outside of the UK shipping rates are based on weight and location. Please refer to our Shipping and Returns page for further details.
Do you accept my card type?
We accept all major credit cards including Visa, Mastercard and American Express.
Do you accept PayPal?
Yes, we can accept PayPal. During the checkout stage on the site there is the option to check out using either debit/credit card or PayPal
Why is my card payment declining?
There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.
- Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
- Please ensure the card details have been entered correctly and that all details including the CV2 (the 3 digits on the back of your card
or 4 digits on the front if using Amex) are correct.
- Finally, check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.
If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.
If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.
My order arrived incomplete/items in my order are incorrect?
If your order arrived incomplete or there was a mistake please contact our customer services team via the contact us page quoting your order number and stating what the problem is. A member of our team will be in touch as a matter of urgency and we will endeavour to resolve the issue.
I’m having problems with the items i ordered, what do i do?
Should you start to encounter problems with an item purchased through our site please get in contact. Our contact us page allows you to log the specific problem with a customer services team member who will be in touch to either resolve the problem or arrange for a replacement to be sent out. We may require the faulty item to be returned to us for a technician to test, should this be required we will supply a returns form and paid postage label for the shipping.
All products sold on our website come with a warranty. For further details please view our Warranties page.
My items arrived broken or damaged what do i do?
Please contact us immediately via the contact us page if the items arrive with you damaged. If we are not notified within 14 days of arrival that a product is damaged we may not be able to help.