FAQs

What methods of payment do you accept?

We accept all major debit and credit cards from customers in every country and PayPal.

Why do you need a contact number?

We will only use your contact number if we need to speak to you regarding your order. We will not pass on your telephone number to any third party, except our distribution company for delivery information.

I live outside of the UK. Am I able to buy my items tax-free?

All orders placed from and for delivery outside of the UK and EU will have the tax deducted at the current VAT rate when you complete checkout. This also applies to our customers in the Channel Islands.

I’d like to treat someone to a Gift Voucher – is that possible?

Absolutely! Our online Gift Vouchers are available in any monetary value you like, and can be emailed directly to you or the lucky recipient. If the Gift Voucher is emailed directly to yourself, the recipient will need to email [email protected] with their voucher code so we can register the voucher against their email address for them. There is no expiry date for our Gift Vouchers.

I’ve been given a Gift Voucher – how do I use it?

If the Gift Voucher has been emailed to your directly, you just need to pop the code in the coupon box at checkout. If the voucher has been passed to you, you will need to email [email protected] with the code so we can register it for you before it can be redeemed. Any remaining value will be kept on your voucher for use at a later date.There is no expiry date.

I have a problem with my order – what should I do?

Our friendly customer service team are available 0930 – 1430 Monday to Friday (UK time), excluding UK Bank Holidays. You can contact them via email, [email protected], or by telephone, 07563 175338 . Please ensure you include your order number in all correspondence.

Delivery

How long will it take for my order to arrive?

All orders placed before 2pm Monday to Friday (excluding UK Bank Holidays) are dispatched the same day.

Our parcels are sent with Royal Mail using a signed-for service. All timescales given are approximate and are from time of dispatch not order.

UK Standard: 1-2 working days
UK Guaranteed Next Day Delivery (for orders placed before 2pm Monday to Thursday (excluding UK Bank Holidays): Next Day before 1pm
Europe: 3-5 working days
Rest of the world: 5-7 working days

My order hasn’t arrived – what should I do?

If 15 working days have passed (or 1 working day when selecting the Guaranteed Next Day delivery option) and your order hasn’t arrived, please email [email protected] with your order number so we can investigate this for you.

Returns

I’d like to return an item – how do I do this?

You must complete our online Returns form within 14 days from the dispatch date. You then have up to 14 days to return the item(s). Our Returns Policy can be found here.

I’d like to an exchange an item.

As per our Returns Policy we are unable to offer exchanges, but you are able to return the item for a refund. Our Returns Policy can be found here.

I’d like to return a gift I’ve received.

We can refund to Gift Voucher for items received as a present, if they fall within our Returns Policy. Please contact [email protected] and we will assist you. Our Returns Policy can be found here.

Discount codes and vouchers

How do I use my discount code/voucher?

Just pop your discount code in the Coupon box at checkout! If you have received a Gift Voucher, this will need to be registered with us first at [email protected].

Are discounts available to those working in the emergency services, NHS or armed forces?

Yes! We are delighted to be able to offer a 15% discount to holders of the Blue Light Card (www.bluelightcard.co.uk) . Please note, this discount is not applicable to sale items.

My code isn’t working – what should I do?

Please contact our friendly sales team at [email protected].