How long does delivery take?
We offer a standard delivery service on all orders which is sent via the royal mail 2nd Class service (1-3 working days), we also offer an upgraded service for £5.99 for next day which is dispatched via courier. Please note for next day service orders must be received before 1pm and delivery only takes place Monday to Friday .
Some items are held in stock, other items may have to be ordered from a supplier/manufacturer and so it may take longer for us to despatch your order. Each product display's an in stock message or an expected lead time until the item is back in stock. You can still order items that are out of stock.
How can I pay for goods?
You can pay online using a credit/debit card. We do also accept payment via Paypal and Google checkout. Please add the items you wish to order to the shopping basket and select 'go to checkout'. You will then be required to register your details if you haven't done so already. Once your details have been filled in, you can select either credit card payment option or Paypal order option. Please note that we do not accept payment via cheque.
Is your website safe and secure?
Absolutely! To make sure you are protected we use Paypal to handle all of our online payments.
This means that all of the details that you enter when making payment are encrypted. We will never keep any card numbers on our server and no one at our offices has access to this data.
How can I check my order?
If you have any problem with your order or it has not arrived within the expected time, please call us on 01482 474786 or email us at firstname.lastname@example.org and we will be happy to help you find out the information that you need. Please be aware that security checks will be make so please ensure you have as much information on your order to hand as possible.
I have not yet received my order.
Most orders are usually delivered within 1-6 working days, depending on the delivery option selected. Occasionally, due to postal delays, they may take longer. Please contact us if you have not received your order, and we will start looking into this for you straight away. It may also be worthwhile contacting your local Royal Mail sorting office, as it is possible they have tried to deliver your package, but were unable to do so. We apologise for any inconvenience a delay may cause you.
What happens if my order is not in stock?
All our products on the web site display an in stock message or an expected time until they are back in stock. The times displayed are only a guide and could be a little longer or even shorter. If items in your order are out of stock, don't worry, we aim to get out of stock items back in stock as soon as possible. If you order more than one item, you can choose whether to have the order shipped together, or for the items to be shipped to you separately as they come into stock.
I have ordered the wrong item.
If you have made a mistake with your order, please contact us as soon as possible and we will try to rectify this for you. If your order has already been despatched to you, we will be unable to change the order for you. Please return the goods unopened to us, so that we receive them back within 7 days and once we receive the item back, we will be able to exchange your order or refund you, as per our terms and conditions
An error has occurred with my order.
On the rare occurrence that an error should occur with your order and you receive incorrect goods to those ordered, please contact us via email or phone to notify us of this initially. Please then return the incorrect item unopened to the address below via recorded delivery within 7 days. As soon as we receive the item back, we will have the correct item sent out or refund you. We apologise for any inconvenience that any such errors may cause.
My goods are faulty or have been damaged in transit.
Please return the item to the address below via recorded delivery, including the invoice and make a note explaining the reason for the return. Faulty/damaged goods have to be returned to us within 14 days. As soon as we receive the item and it has been tested we will either refund your money or send a replacement, whichever is requested. We apologise for any inconvenience this may cause you.
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I can't find what I'm looking for on the website.
If you can't find the item you are looking for on the website, please email or phone us and if the item exists, we should usually be able to get this in stock for you.
What happens If I'm not in to receive my order?
Delivery is usually via Royal mail. Some orders may also require a signature on arrival. If the order does require a signature and there is no one in at your address to sign for it, it will be taken to your local depot and a note will be left for you to notify you of this. The item will be stored at your local depot for at least 7 days waiting for you to collect it. Unfortunately, no instructions can be given to the delivery staff to leave the order elsewhere. Please note that once delivery has been made to your selected delivery address, the goods are then your responsibility.
Please note that any goods being returned to us as undelivered will incur a restocking fee or the cost of redelivery.
My card has been declined - what does that mean?
It means that the payment was unable to be processed from the card digits you have given us. There are a number of reasons for this, such as wrong card digits entered on your order form, insufficient funds, the card issuing bank experiencing technical difficulties or the card issuing bank declining the payment until they receive further verification from the card owner. If your card has been declined, please check with us that we have the correct card digits for yourself and if so, please get in touch with your bank and they will tell you the reason it has been declined. Payments may also be declined if a different shipping address is provided from that of the registered card address.
I have forgotten my login email address?
Don't worry if you have misplaced your login email address, simply email or ring us with your name and address and we will re-send these for you. Please note this may be subject to various security checks before we release the details.