Why do I need to register to shop?Registering with us will make your shopping experience more effortless and it will also give you access to special features on the website such as tracking the status of your order, email alerts, creating a wish list and recommending friends. As well as this, if you register it will enable us to save your details for the next time you shop. This will make it easier and faster for you to shop with us in the future.
Is it possible to change my personal account details?
Yes, you must have an account to change your personal account details. To change your account details log into your account and click on billing address or delivery address and edit.
Is it possible to amend my order once I have placed it?
Once an order has been placed unfortunately we are unable to add or amend to an existing order. Please contact our customer services if you require any further help on email@example.com or call Sue on 07885684127
Can I place an order over the telephone?
Yes, please call customer services on 01793 778070 or 07885684127 to place a telephone order. Please have the product codes ready to give to our customer services advisors.
When will I be charged for my order?
You will be charged for the order in full at the time the order is placed.
Please note that if you would like to place a back order we do take the full amount at the time of ordering and will despatch once it has become available.How will my order be delivered?
Depending on the size and weight of your order, it will either be sent by Royal Mail, DPD or Palletline.
Will someone need to sign for the delivery?
All our parcels require a signature however if you are happy for your parcel 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 parcel goes missing. Alternatively you can change the delivery address where someone will be in to accept the delivery.
Please note if an order is high value then we may send on a service which does require a signature regardless of whether you give instructions.
If a due date is shown on a product, is it a certainty?
As we ship our products directly from the manufacturers, all of our due dates are approximates and subject to a number of possible shipping/customs delays. We endeavour to fulfil orders as soon as possible, but regrettably may not always be able to keep you updated with changes to due dates due to volume of orders.
Please make sure that if you choose to pre-order an item that you do so on the understanding that you will be charged when you place the order - and the due date is approximate.
I have received a damaged product, what should I do?
Please email us at firstname.lastname@example.org stating your order number, the problem with the roduct, 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 and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.
Do you ship abroad?
We do have the facility to ship items to Europe. Please click the Euro symbol at the top of the page for all Euro pricing. If you would like to place an order for delivery overseas please contact our customer services on email@example.com or call 01793 778070 with the items you would like to order and your delivery address, and we will obtain a shipping quote.
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 received back with us 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 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 07885684127 and we will be happy to help complete your order.
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 PayPal or BACs to us and we do not have access to your credit or debit card details.
If you require any further information or have a question you would like ask, please contact our customer service team on firstname.lastname@example.org or call 01793 778070