If you can't find the answer to your question, you can email firstname.lastname@example.org, or for further contact details visit our Contact Us page.
Why can't I add a product to my shopping basket, or find a product I saw earlier?
Unfortunately, this is because the product you are trying add to your basket is no longer in stock.
I've forgotten my account password, how can I reset it?
Click 'Login' in the top right corner of the page and click on 'Forgotten Password?'. Enter the exact e-mail address you used to create your account. You will then be sent an email to that address with a new password.
Why is my payment failing to process?
There are many possible reasons, including insufficient funds in your bank account, using an address that the bank does not recognise, your card details are incorrect, the card has gone past its expiry date, or your card verification password is incorrect. If you're having too much trouble with your card you can always pay via PayPal.
Can I change my order?
Yes, but only if you call us as soon as possible. Our customer services department is open 8:30am to 16:30pm, Monday to Friday on +44 (0) 1579 341907. If your order has already been dispatched (you will have been emailed) then unfortunately your order will need to be returned to be changed.
Can I cancel my order?
You can only cancel your order within days from when you placed it. If we have shipped your order and you wish to cancel you must return it to us in the same condition in which it was sent to arrive within the 7 days. You will then be entitled to a refund.
Can I track my order?
Yes, if you have checked 'Your Account' and your order status has changed to 'Sent' that means your order is on its way. Your tracking number, if applicable, will be in your Dispatch Confirmation email.
How long will it take for my order to arrive?
For details regarding our delivery options please visit the Delivery page.
I need to return an order - what do I do?
We have a Returns & Exchanges page with all the details you will need.
Do you always keep the cost of delivery after a refund?
The delivery charge is non-refundable unless the delivery time selected was not adhered to or you have received an incorrect or faulty item.
Is it safe to order online?
Yes! Payments are made through a secure server hosted by the payment provider you select. Your bank may follow the Confirm and Pay page with a card verification screen. We use industry standard encryption to ensure your details are kept safe.
When we process a refund, we tell the bank to refund the amount back to your bank account which can take up to days. If you have returned items you must allow 3 workings days for the return checked by our quality control team and your refund processed by the accounts department.