Placing an Order
How do I place an order?
Placing an order is easy. Simply select you’re the product you require click on the buy or add to basket button on any product and follow the simple step-by-step process through to checkout. If you’ve not already registered with us, you will need to create a new login. To do this, you will need to enter your email address and to create a unique password to access your account.
How do I know my order has been successful?
After you’ve completed checkout, you’ll be sent an email to confirm that we have received your order. Within 48 hours you should receive a second email, to confirm that your order has been prepared and made ready for dispatch.
How do I check the status of my order?
If we have your email address we will email you to confirm receipt of your order. You can also check the status of your return by signing into My account online. If we haven’t got an updated email address for you, please contact us and we can update your account.
How do I register for an account?
On the top right corner of the page you should be able to see a Login/Register link. Click on the link and you will be invited to create an account, if you do not already have one. Your username will be the same as your email address; you will then need to create a password.
What happens if I forget my password?
If you forget your password, don’t worry, we can email it you. On the Login/Register page, just right of the password box, you’ll see a “Forgotten Password?” link. Click on it, and enter your email address on the next page. An email will be sent to your address with your password details.
How can I change my password, address and other personal details?
When you log-in to your account, you’ll notice a number of links on the left hand side. Options to change your personal details and your password are all listed there.
Are my personal details safe?
What methods of payment do you accept?
We accept most major debit and credit cards including Visa Credit, Visa Debit, MasterCard, Switch/UK Maestro, and Solo cards. You can also pay online via PayPal.
Do you save my debit or credit card details?
If you are a regular customer, you can choose for us to save your card and debit card details. This will make it much quicker for you to purchase items in the future. However, if you choose not to have your card details saved, they will be deleted once your transaction has been completed.
What do I do if I have a promotional code?
If you have a promo code, you can enter it just below your order summary on the Shopping Basket page. Alternatively, you can enter it on the Payment page, just before you enter your card details.
How do I return an Item?
Please see our returns policy here.
Do I have to pay to return an item?
Yes, you are responsible for the cost of your return unless the item is faulty, damaged or incorrect in which case we will reimburse all your postage costs.
How do I check the status of a return?
If we have your email address we will email you to confirm receipt of your return. You can also check the status of your return by signing into My account online. If we haven’t got an updated email address for you, please contact us and we can update your account.
How long does delivery take?
For mainland UK, we aim to deliver your items 3 – 5 working days from when your payment details are authorised. The only exception to this is for items that come direct from the supplier, which may take longer as they will be delivered according to their delivery timelines and will take no longer than 7 working days to be delivered.
How long is the Express Delivery service?
For most items and for mainland UK addresses only, you can opt for our Express Delivery service at an extra cost. This will take 3 working days from receipt of payment and will have to be signed for on arrival – so you’ll need to make sure someone’s in.
Please note that if your order is made up of a combination of items, they may be delivered separately so you receive them as soon as possible.
How long does it take to deliver outside the UK?
Delivery to addresses outside the UK (when available), will approximately take 7 – 10 working days.
How much is P & P?
P&P can vary depending on the size and weight of an item and covers the cost of packaging and materials. We don’t hide the cost of P&P in the price of our items as we want to be as transparent with you as possible. We also want to make sure you have all the information you need before you make an order so all postage and packaging charges are clearly displayed wherever you buy an item.
How can I cancel an order?
You may be able to cancel an order if the items have not yet been despatched.
To cancel an order or to find out if you’re able to cancel an order, select ‘Order status’ under My Orders in My account. Search by item number or order number and if you’re able to cancel a specific order, the message ‘Cancel order’ will appear. If you wish to cancel the order, select this option and when asked ‘Are you sure?’ click ‘Yes’. Your order will then be cancelled.
You can also cancel, if this option is available, by contacting us directly. This does not affect your statutory legal rights.
How do I make a query or complaint?
You can contact us via email or call 0203 143 3096. We are open from 8 am to 5.30pm.