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Ordering Online - FAQs

Click any of the questions below to view your answer

Setting up My Shopping AccountExpand all questions

How do I create an account?

At the top right hand side of the site (in the 'Basket' area) click on 'Register' and you'll be guided through the registration process. If you wish to shop first, you can easily register as you proceed through the checkout process.

If you encounter difficulties, please contact our support team.

How do I login?

At the top right hand side of the site (in the 'Basket' area) click on 'Login' and simply log in using the email address with which you originally registered remembering that your Password is case sensitive.

How do I change my Password?

Just login to your account from the top of the site and select 'My Details'. Insert your existing Password, then enter and confirm a new password. Click on the 'Change Password' button to finish.

How do I change my account details?

At the top right hand side of the site (in the Basket area) click on 'Login' and simply log in using the email address with which you originally registered remembering that your Password is case sensitive.

Select 'My Details' and insert the new information as relevant.

I've forgotten my Password.

At the top right hand side of the site (in the 'Basket' area) click on 'Login'. Then select the 'Forgotten Password?' option where you'll be asked to enter your email address. We'll then send you an email to the address that you registered that will enable you to reset your Password. If no email arrives, please check your Junk Mail and Spam filters.

Ordering ProductsExpand all questions

Do you deliver to my address?

We deliver products only to customers with mainland UK addresses. Unfortunately, we cannot deliver to places outside of the UK mainland such as Northern Ireland, the Channel Islands, Isle of Man, Orkney, Shetland and the Scottish Islands.

Do you deliver or send products outside the United Kingdom?

No, we only deliver products to customers with mainland UK addresses.

Do you have an order form I can fill in and post to you?

No, we accept online orders only.

I can't find the item I'm looking for.

Please check the spelling or wording of the item you're searching for. Sometimes items may no longer be available.

We receive regular deliveries from our stockists every week and most items will be in stock within two weeks.

At Christmas when an item displays 'Out of Stock' there will not be any more supplies of that item.

When will an item be back in stock?

We are not able to provide specific dates for when items will in stock, so please keep checking this site for further information.

How will I know the status of my order?

If you have opened an account with us or have asked us to 'save my details for next time' during the checkout process, you can simply login to your account and check the status of your order. 

When you have completed your online order a planned delivery date will be emailed to your named email account. The day before this planned delivery date you will receive a reminder email from our courier service provider confirming your order is planned for delivery the following day. This message will include your unique delivery tracking number.

Finally, on the delivery date itself you will receive an email and, if you have provided your mobile phone number during the order process, a phone text message confirming the delivery time within a one hour window.  If this time or delivery date is not suitable you will be given the option to change the delivery date directly with our courier using the contact details provided.

If for any reason your order is not delivered, in the first instance please contact our courier service provider email quoting your unique delivery tracking number. Both their contact details and the tracking number will appear on your delivery reminders, as described above.

For full details on our Delivery Policies see the Delivery Information section.

Can I specify a day for my delivery?

Yes, for full information on our available delivery options go to the Delivery Information section.

Can I change my delivery date?

Yes.  During the delivery process you will be sent a message from our courier allowing you to change the original delivery date. Please follow these instructions and we can move the delivery of your order to a more convenient date.

For full details on our Delivery Policies see the Delivery Information section.

PaymentExpand all questions

What payment cards do you accept?

We accept payment by:

MasterCard
Debit MasterCard
Visa
Visa Debit
Visa Electron
Maestro
PayPal

Can I pay by cheque?

No, we accept online orders by credit/debit cards only.

What exchange rate will be used if I use an overseas credit card?

The exchange rate will be determined by your payment card issuer.

Why hasn't my card been accepted?

It may be that you have not entered the correct billing address for the payment card. The billing address must exactly match the registered address of your credit/debit card. Check that all the card details are correct including the 3 digit security code from the back of the card.

Delivering your GoodsExpand all questions

Do you deliver to my address?

We deliver products only to customers with mainland UK addresses. Unfortunately, we cannot deliver to places outside of the UK mainland such as Northern Ireland, the Channel Islands, Isle of Man, Orkney, Shetland and the Scottish Islands.  

What are your delivery options and charges?

Your order is important to us, this is why our Standard Delivery service is Next Day (Monday - Friday)

  • Using Standard Delivery, orders placed by 1.00pm will be delivered the next day, 9.00am - 5.00pm Monday to Friday, excluding Public Holidays.
  • Standard Delivery to remote Post Codes FK, G83, IV, KA27-28, KW, PA and PH will normally require an additional working day, but there's no additional cost.

We make every effort to deliver products within the estimated timescales; however during periods of high demand delays can occasionally occur due to unforeseen circumstances. If we have to delay or cancel the delivery for any reason, we will try to contact you as soon possible to reschedule your delivery date. We shall be under no liability for any delay or failure to deliver the products within the estimated timescales.

For full details on our Delivery policies see the Delivery Information section.

Are there any places where delivery might take longer?

Our Standard Delivery service is Next Working Day (Mon-Friday), but delivery to remote Post Codes FK, G83, IV, KA27-28, KW, PA and PH will normally require an additional working day.

For full details on our Delivery policies see the Delivery Information section.

* Up to 20kg in weight to one private address.
Shipping prices are calculated on the packed weight of included items.

Over 2kg courier delivery applies.

If shipped via courier you are able to track your order via the email link provided. Delivery is next day to most parts of the UK, Highlands and Islands If shipped via Royal Mail then we are afraid this service is not traceable but should arrive within 2 working days of despatch.

What if I'm not in when you deliver?

Deliveries - DPD

The courier will make 2 delivery attempts Monday to Friday and leave a card to advise of any delivery attempt made. The parcel will be held for 48 hours by the courier before being returned to ourselves. You can either contact the courier or ourselves to facilitate delivery of your parcel after a card has been left.

Deliveries - Royal Mail trackable

If you are not available when delivery is attempted, Royal Mail will leave a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to rearrange your delivery or to collect your products.

If your order has been shipped via secure courier or Royal Mail trackable service then you will receive an email as the parcel leaves us from which you can track your order through to delivery. We are sorry but deliveries via First Class Royal Mail are not trackable.

For full details on our Delivery policies see the Delivery Information section. (link)

Can I collect my parcel from the Courier depot?

Yes, but only if a delivery has been attempted and a card left by the courier company. You will need to follow the instructions advised on this card which will include the telephone number of the local courier's depot.

Can I amend or cancel my order?

Depending on the status of the order, this may be possible by contacting our support team.

Can I change the delivery address once my order has been confirmed?

No, orders will be delivered only to the address advised on the confirmed order to ensure safe delivery of your products.

Can my order be delivered or left at my neighbours address?

No, we will deliver only to the address stated on the confirmed order to ensure safe delivery of your products as all deliveries are tracked and have to be signed for upon receipt.

Orders will not be left or handed over unless signed by an individual at the stated delivery address.

What if my order does not get delivered as advised by your delivery company?

Your order is important to us and we make every effort to deliver products within the estimated timescales; however during periods of high demand delays can occasionally occur due to unforeseen circumstances. If we have to delay or cancel the delivery for any reason, we will try to contact you as soon possible to reschedule your delivery date. We shall be under no liability for any delay or failure to deliver the products within the estimated timescales.

If for any reason your order is not delivered, in the first instance please contact our courier service provider by email quoting your unique delivery tracking number. Both will be provided to you on your delivery notification message. Otherwise please contact our support team.

I haven't received all of my order?

Please check your original order confirmation email against the delivery note you received with your items. For further assistance please contact our support team and ensure you include your order details on our email or webchat forms.

After DeliveryExpand all questions

How can I return an item?

In the unlikely event that you are not completely satisfied with one of our products, please follow the procedure described in the Cancellations and Returns section of this web site or contact our support team. Please ensure you include your order details on our email or webchat forms.

My product is no longer working and I purchased it less than 12 months ago?

In the unlikely event that your product is not working properly, please contact our support team who will try to help resolve the issue. Please ensure you include your order details on our email or webchat forms.

My order was received damaged

If this unfortunate event occurs, please contact our support team.  Please ensure you have your order details available when completing our email or webchat forms. Alternatively please contact us via e-mail

The delivery I received is not what I ordered

We have very stringent checks in our despatching warehouse, but in this event please contact our support team.  Please ensure you have your order details available when completing our email or webchat forms. Alternatively please contact us via e-mail.

Using our WebsiteExpand all questions

Is it safe to shop on your site?

Absolutely. We protect your details by encrypting them and store only the information we need to fulfil your order. All transactions are performed in a secure environment which you can check whilst shopping. In Internet Explorer, you will see a padlock icon in the security status bar as soon as you have logged in. The security status bar is located on the right side of the address bar.

Please see our Privacy Policy.

If you prefer you can place your order over the telephone with our Customer Services Team, please see the Contact Us section of our website for details.

Can I use any browser to view the web site?

For the best viewing experience please use one of the following:

Internet Explorer - version 8 and above
Firefox - version 3.5 and above
Safari - version 4.5 and above
Opera - version 9 and above
Chrome

What is your policy on privacy and security?

Please see our Privacy Policy