Once you have placed an order it will be dispatched within 1-2 working days, depending on the time the order was placed. Item postage takes 2 days excluding weekends
If you are unavailable when our delivery partner tries to deliver your order, they will usually try to deliver again the next working day or they will drop a card in to offer you a collection from a local collection point.
We aim to deliver all UK Standard orders in 5 working days. We will only deliver to the address on the order so please ensure accurate entry of you details during checkout.
International delivery times will vary.
Once we have received your order our warehouse staff will pick, pack and dispatch as quickly as possible.
We will aim to do this the same day for all orders MON-SAT (excl Bank Holidays and national holidays). It is advisable that any amendments or changes you wish to make to your order are communicated to our Customer Service team on 01239 710799 as soon as possible.
Change or cancel an order
We’re sorry that in most circumstances it is not possible to make changes to your order once you’ve placed it.
If you’d like to add products to your order, please place a new order for these items.
If you need to change the details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Service team for advice on 01239 710799 between 10am-5pm Mon-Fri, or email email@example.com. Please be ready to quote your order reference number and order date.
If your order has already been dispatched or delivered, then you’ll need to follow our Returns procedure in the event of any unwanted products. You can also of course return them to our store, providing you have the receipt.
If your order has been dispatched but hasn’t arrived within the expected time period, or arrives incomplete, please email our Customer Services team firstname.lastname@example.org, or call us on 01239 710799 between 10am – 5pm, Mon-Fri.
Please do contact us on 01239 710799 before returning a damaged item so that we can discuss whether we actually need the item returned to us, in which case we will organise a free collection. Photographs of damaged items and faulty items (and packaging) are extremely useful to us and may be required if you are seeking a refund or replacement. You will need to repot any parcels delivered damaged within 48hours.
Depending on the type of product, you can make FREE returns via our store. Simply take a print-out of your order confirmation and the receipt sent with the package and the product you wish to return or exchange to the shop, and tell the assistant you bought it online. Please make sure you also take in the payment card you originally used to buy the product.
If you wish to return your item via Royal Mail or courier we advise you do so via recorded delivery. This will ensure that your order reaches us safely and if it does get lost it can be traced and we can process your refund/exchange. However if you do choose to use a standard service, which may mean your order cannot be tracked, we cannot be held responsible for your lost order. Please note that any returns made to us this way will be at the customers expense.
Please return goods to the following address:
Please allow 2 weeks from the posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.
We want you to be happy with your purchase. If you’re not, just return the product to us or to our store, following the instructions above, and we’ll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.
– IN STORE:
We will offer a refund or exchange on any item providing you have proof of purchase. It is important that any unwanted item, unless faulty, is returned in a re-saleable condition and to us within 28 days of receipt of purchase. We’d expect this to mean that you’ve kept all original packaging and labels, and it’s undamaged and unused.
We will offer a refund on any item purchased online providing you have proof of purchase. It is important that any unwanted item, unless faulty, is returned in a re-saleable condition to us via one our store, or through Royal Mail or courier. We’d expect this to mean that you’ve kept all original packaging and labels, and it’s undamaged and unused. The 28 day period will start from the date the goods are despatched to you. You then have a full 28 days to send the unwanted/faulty item back to us.
Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge.