FAQs
If you have any queries about our website, or are experiencing any problems using it, please look at our frequently asked questions below. You may also wish to refer to our terms & conditions and delivery pages.
Are my credit card details safe?
How quickly do you deliver?
What happens if I am not in when the delivery arrives?
Is there discount for buying in bulk?
Can I pay using vouchers or credit notes?
Can I pre-order an out of stock item?
How are your products priced?
How can I change my e-mail address?
How can I contact customer services?
How can I find my password?
How do I cancel my order?
How do I return an item?
How much does delivery cost?
I e-mailed customer services, but I haven’t had a reply.
I’ve received the wrong products.
My item has been damaged in transit
My order hasn’t arrived.
What are my statutory rights?
What happens if the product I’ve ordered isn’t in stock?
What payment options are there?
When is payment taken?
Why do I need to give you an e-mail address?
Will I get a receipt?
Are my credit card details safe?
Yes, your payment card details will always be kept secure.
We only retain limited payment card details which are used for verification and fraud prevention. We do not retain your credit card number.
How quickly do you deliver?
Next Day to most of the UK (see below) we keep all the items we sell in stock, so you can be assured its available.
What happens if I am not in when the delivery arrives?
Our courier will leave a card with a contact number, give them a call and if the delivery van is still nearby they will come back or they will try to deliver the parcel the next day before returning it to us.
Is there discount for buying in bulk?
To get a quote on bulk discounts call us 01952 680433 on or email
Can I pay using vouchers or credit notes
It is not currently possible to pay using vouchers or credit notes.
Can I pre-order an out of stock item?
Please call us on 01952 680433 or email to pre-order out of stock items.
How are your products priced?
Our prices are listed in pounds sterling, and are inclusive of VAT unless otherwise stated. The price you are charged will always be the current selling price for the items you have ordered.
How can I change my e-mail address?
If you want to change your e-mail address you can do this using the My Account section of the website.
Alternatively, if you have not registered an account, you can Register for free.
How can I contact customer services?
We hope that our FAQs will provide the answers to your questions, but if you can’t find what you’re looking for our Customer Services team will be happy to help.
Customer Services can be contacted by phone on 01952 680433 or via email.
The Customer Services team are available between . Please note that the customer services team can only discuss the details of orders with the person who placed the order, and may not be able to deal with e-mail queries unless they are sent from the e-mail address which you have registered with us.
How can I find/change my password?
If you have forgotten your password, you can use the password recovery function on the login screen to request a reminder.
If you want to change your current password, please use the My Account page.
How do I cancel my order?
Please call us on 01952 680433 and we will try our upmost to cancel your order before it gets sent to dispatch. If you order has already been dispatched, you will need to refuse delivery of the parcel or accept the delivery and return the goods to us.
Please click here for details of how to return items.
How do I return an item?
Please click here for details of how to return items.
How much does delivery cost?
Please click here for details on delivery.
I e-mailed customer services, but I haven’t had a reply.
Please allow at least one working day for us to deal with your query.
You should also check the settings of your e-mail client or webmail account to make sure that our reply has not been blocked by your spam filter or placed in your junk folder.
If you do not get a reply after one working day, please call us on 01952 680433
I’ve received the wrong product(s)
Please contact us so that we can arrange an exchange or refund.
By phone on or via email
My item has been damaged in transit
Either reject or sign for "as damaged". Claim for damage by courier cannot proceed if you have accepted the goods and signed for them as per the couriers terms.
Please contact us so that we can arrange an exchange or refund (by phone on or via email)
My order hasn’t arrived.
You should allow at least five working days for delivery from placing your order.
You can contact customer services by telephone on or via email .
What are my statutory rights?
We want you to be happy with your purchase, but we know that occasionally you may want to return items. That's why we have a 30 day returns policy. In addition, by law, you have the right to cancel the purchase of an item within seven working days of the day after the date the item is delivered. To cancel your purchase within the seven-working-day cooling-off period you will need to send the item to us, together with a letter telling us you wish to cancel.
We can only accept cancellations where the goods are posted to us at our business address which you can find on our Contact page.
You will need to pack the cancelled item(s) securely and send them to us so that we receive it within seven working days of the day after the date that the item was delivered to you. We advise you use a recorded-delivery service for returning cancelled goods.
Please note that you are responsible for the costs of returning the cancelled items to us (unless we sent you the wrong item, or the item is damaged or defective).
If you try to cancel without returning the goods, we will arrange for them to be collected from your address. This will be at your cost, and is likely to be significantly more expensive than returning them to us by post.
We will issue your refund once we receive notice of your cancellation.
For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.berr.gov.uk/whatwedo/consumers/buying-selling/distance-selling/index.html
This FAQ answer is not a complete statement of your statutory rights. For more information on your statutory rights, you should speak to your local Trading Standards office.
What happens if the product I’ve ordered isn’t in stock?
Our website system is designed to ensure that stock levels are always accurate, and that products ordered are available. Unfortunately, there may sometimes be errors, and occasionally products which are available from our website may be out of stock in our warehouse. If this happens, we will contact you at the earliest opportunity to let you know.
What payment options are there?
We accept the following payment cards:
Visa, Visa Electron, Mastercard, Mastro and Solo
It is not currently possible to pay using any other payment method.
When is payment taken?
Payment is taken once you have completed your order. You should receive an e-mail confirming your order.
Why do I need to give you an e-mail address?
We need your e-mail address in order to send you important information about your order, including order confirmations.
If you do not provide an e-mail address, you will not be able to order.
Will I get a receipt?
Every order we send out will be accompanied by an itemised delivery note, which is also your VAT receipt.
You will need your delivery note if you wish to return an item.
