Frequently Asked Questions
Q: Where do I enter my discount Voucher code?
A: From time to time we offer discount off our products when using a Promotional Discount Vouchers. Voucher codes can be entered in the Promotional Discount Box, which is located in the checkout.
Q: How will I know if my order has been received successfully?
A: At the end of your shopping experience the final page will thank you for your order. Within a couple of minutes you will receive an order confirmation from us. Please check that all of the details on this confirmation are correct.
Q: What is the returns period for Christmas 2015?
A: We've specially extended our returns period for the Christmas season. Items purchased as Christmas gifts may be returned at any time before midnight on 31 January, 2016. Our returns policy will revert to the standard 30-day period for items dispatched after 31 December, 2015.
Q: How do I cancel or alter an order that I have made online?
A: Once your order has been confirmed, to cancel or change your order in any way you will need to call one of our customer service advisors on 0871 911 7001 option 2 (Calls cost 13p per minute plus your phone company's access charge) who can alter the details of your order so long as it hasn't yet been despatched or email email@example.com
Q: How do I pay for my order online?
A: You can pay for your order online with a valid debit or credit card. We accept Switch, Maestro, MasterCard, Visa, Solo and Visa Electron. We are sorry, but currently we do not accept American Express. Authorisation of your card will be taken at point of order, but money will not leave your account until the goods are despatched from our warehouse.
Q: What does Parcel Insurance cover me for?
A: In the unlikely event of your parcel being lost or damaged by the courier, the £1.50 parcel insurance allows us to despatch the replacement parcel within 24 hours.
Q: Do you despatch outside the UK?
A: Yes we do. All overseas orders incur a minimum £10.00 P&P charge on all orders. Exact postage wil be calculated and customers informed prior to despatch. Unfortunately, we are unable to deliver to BFPO.
We will only send an overseas order if all items are in stock. We advise you to ensure that somebody is present at the delivery address, as a signature will be required.
Q: How long will delivery take?
A: Next Day Delivery is available (excluding Highlands, Channel Islands and Overseas) on all orders placed before 3pm Monday to Thursday.
Items under 2kg in weight are sent via first class post, and 95% of these orders are received the next working day. All other orders are sent via Interlink on a next day courier service, and 98% of these orders are delivered the next working day. Please note that we are in the hands of our trusted couriers and therefore cannot guarantee this service.
Unfortunately, we are unable to offer next day delivery to the following postcodes: AB33-38, AB44-45, AB51-56, FK20, G83, ALL IV, ALL KW, PA21-40, PH19-26, PF30-44, PA20, PA41-49, PA60-69, PA70-78, PA88. Delivery time to these postcodes is usually within 3-4 days.
Delivery times will vary for overseas deliverys. Please note that delivery times do not include Bank Holidays.
A signature will be required for all deliveries. If you have any queries regarding postage or would like a more detailed quotation, please phone customer services on +44 (0)871 911 7001.
Q: My product has developed a fault or breakage, and I would like to know what the warranty is on this product.
A: Please click here for further details.
Q: I have joined the membership but the discount is not showing in my basket or confirmation email?
A: Please note for the order you join up on the discount won't show in the basket. The postage fee will be refunded to your card or PayPal account within 2-3working days, assuming you are a UK mainland customer. If you order other goods at the same time, the 10 % will be deducted when we process the order.