FAQs

When will my order be dispatched?

We normally expect to dispatch orders within one working day. During our busier periods this may take up to 2 working days.

You will receive a Shipping confirmation email the night before the day of dispatch.

A few orders may be delayed due to fraud checking procedures.

I have not received my delivery on the day specified

Your order may be delayed in the event we are unable to locate all items you have ordered within our warehouse. Please be assured that we will do everything we can to locate the missing items to fulfil your order.

In the event that the item is out of stock, we will let you know by email and refund the full amount paid for the product or in some cases, we may be able to offer a substitute.

If this delay is likely to result in late shipment of your order you should have received an email from us explaining the next steps. If your order has not been dispatched within 48 hours and you have not received our email, please contact us

I have received a delivery date from DPD but no 1-hour time slot

DPD will email and send SMS notification the night before delivery followed by a 1-hour time slot on the day of the scheduled delivery. 

In the event that you have not received a 1-hour time slot on the day of delivery by 11am then please contact us

The most common reason for this is stock unavailability and DPD were unable to collect the parcel from us. This will result in a 24 hour shipping delay. 

How do I track my parcel?

Once a Shipping Confirmation email has been sent to you, DPD (The Shipper) will email/SMS your tracking information and provide access to a suite of options both on the day of delivery and the night before.

Please click on the link in your SMS or email notification sent from DPD to find the current status of your parcel.

If you have received a shipping confirmation email but have not been provided tracking information from DPD within 24 hours then please contact us.

Why has my order been cancelled?

Your order may have been cancelled if the item is out of stock. If we do need to refund an item due to it being out of stock, we will let you know by email and refund the full amount paid for the product.

We take online security very seriously and therefore we occasionally perform random security checks in order to validate orders.

If your order requires further verification, we will contact you by telephone or email to obtain a little more information from you. In some instances, we may also ask for additional identification.

If we are unable to validate your order this may result in cancellation.

These security checks are part of our on-going commitment to protect our customers from online fraud.

My items are damaged/faulty

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us.

You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.

I am missing/incorrect items in my order

If you have received an incomplete order, please contact us and we will be happy to assist you.

I have not received a response to my email

Our Customer Service Team are available Monday - Friday 8am - 6.30pm UK time and Saturday 10am - 2pm. We are closed Christmas Day and New Years Day.

We usually respond within 48 hours, however we give order related queries high priority and you can expect to have a reply within 8 business hours.

When we are experiencing high volume of enquiries, our responses can take up to 7 days. We apologise for any inconvenience this may cause.

If you are waiting for a reply from us, please be sure to check your Junk and Spam folders for our response.

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