What is your returns policy?
Please see this link to read our full shipping and returns policy.
Can I change the delivery address for my order?
Unfortunately our courier companies are unable to change the delivery address. Please let us know when you will be available for delivery to the address on the order or we can request that the parcel be returned to us for a refund.
Do I need to sign for my delivery?
If you are in when we deliver, our driver will ask you to sign for your delivery.
If you are out and if they can, our couriers will leave your parcel in a secure location at your property or with a neighbour. The driver will leave a card to notify you as to where your parcel is, or to rearrange delivery.
Which couriers do you use for UK and international delivery?
I’ve received my order but an item is missing?
Please click here to contact our Customer Care Team who will investigate this matter with our warehouse.
My order did not go through but I think you’ve charged me?
When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.
If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.
This usually takes around 3 working days but the exact timeframe does depend on your card issuer and your bank.
If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact our Customer Care Team by clicking here.
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the ‘billing address’ section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.
Can I add an item to my order once it’s been placed?
Unfortunately not, you will need to place a separate order for anything else that you want to buy.
Do you sell gift cards?
We don’t currently provide gift cards.
What if there is a problem with my order?
Our Customer Care Team are here to help with any problems. Click here for contact details.
How secure is our web site?
As safe as it possibly can be.
We use a third party payment system – Worldpay Online – to take payment for your orders. All card payments are processed in line with PCI DSS industry security standards. Find out more about Worldpay Online.
What payment methods do we accept?
We accept all major credit and debit cards as well as PayPal through our website.
What is our online security policy?
We want to make sure that you’re safe and secure when you’re shopping with us online. As part of our commitment to this, we perform random checks on orders and this means that you may need to prove your identity. Customers will be contacted by phone or email and will have up to 24 hours to provide us with the required information.
I’ve forgotten my account log ins. How can I access my account?
If you’ve forgotten your password we’ll need to reset it for you. Simply follow the Forgotten Password instructions. For security reasons, we cannot send you your password via email.
Once you have made a request to create a new password you must allow up to 30 minutes to receive this via email. Please only request once, multiple requests may result in your account being locked. You will then be able to set a new password. If your new password does not work please contact our Customer Care Team for assistance.
Will you share my details with other companies?
No, we will not pass your details on to other companies.
When I buy a product, will you begin marketing to me automatically?
No, not unless you sign up to our newsletter.
If you do sign up, you can ask to be taken off our mailing list at any time.
Why do I need to register with your site?
Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.