F.A.Q. Frequently Asked Questions

HOW DO I CANCEL MY ORDER?

You can cancel your order up to the point of the item(s) entering our warehouse process.

You can do this by:

  1. Logging into your account and finding your order in the order history section.
  2. A ‘CANCEL’ option will display if your order has not yet been despatched. Select this to continue with your cancellation
  3. You will then be asked to select a cancellation reason. This helps us to improve our services by understanding why your order is no longer required.

PLEASE NOTE: if any of the items on your order are in stock and display the availability of ‘In stock usually despatched within 24 hours’ your cancellation request may not be successful.

Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.

If you receive an email advising the request was unsuccessful, we are unable to stop the order from being sent, however you can contact us once you receive the item to arrange a return.

How will I know when my order has been cancelled?

Once you have completed your cancellation you will receive an email to confirm the cancellation request was successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.

Please follow the steps below:

  1. Find the status of your order by logging into your account and viewing your order history. This will display outstanding and previous orders. Click through to view your order and you will be able to see the date your order was despatched.
  2. Please check your email to see whether you have received a despatch confirmation. This email will confirm the estimated delivery date for your order and a link to the courier website if your order has been sent on a tracked service.
  3. If your order has been despatched, please check the delivery timescales to see when your order should arrive.

You may also find the following information useful.

How will I know when my order has been despatched?

You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.

You can also check the status of your order by accessing your account. Once the status of your items changes to despatched it has left us and is on its way to you.

More information

Please check our ‘Returns Policy’ for more information.

How do I return an item?

In order to arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return.

We will then reply with a unique returns authorisation number and the address you need to send the item to.

You’ll need to package the item securely and include a completed copy of the attached form:

Click here to print your returns form

If your item is faulty you will need to tell us what exactly the fault is.

When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund.

We can only refund postage costs if we have sent you the wrong item or if there is a quality issue with your goods. We cannot be held responsible for non-delivery of returned goods.

We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.

Our returns policy is valid for 14 days from receipt of goods.

What do I do if I have ordered the wrong item?

Don’t worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.

If you have already received your item, please read our returns policy to find out how to return the item to us.

How do I make a change to my order?

Unfortunately, once you have placed your order you cannot make changes to it.

You would need to cancel the order (providing the order has not entered our warehouse process) and then place a new order.

Can I add a product to my order?

We’re sorry but 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.

Can I change the delivery address on my order?

In order to protect our customers from potential fraud, we are unable to amend address details once the order has been submitted.

Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.

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What do I do if I have received incorrect or faulty goods?

We’re sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.

Please contact our Customer Service Team to arrange a replacement order.

There is an item missing from my order. What should I do?

Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times.

Please check the items listed on your despatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered.

If you are missing an item listed on the despatch email, please contact our Customer Service Team.

I have received my item and it is damaged. What should I do?

We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this within 5 days of your order arriving with you.

t’s easy to place an order with us. Once you have found the product you would like to purchase:

  • Click add to basket to put the item straight into your basket or click through to the item page and then choose to add to basket or go to checkout.
  • You can then view your shopping basket and go to the checkout or continue shopping.
  • Select from your stored details which address you would like your item to be delivered to. If this is the first purchase you have made and are registering, you will need to complete the required details.
  • Select your preferred delivery method
  • Select from your stored payment options how you would like to pay. Again if this is your first order you will need to enter these details.

Please remember to check your order details before submitting your payment for processing.

How do I amend my basket?

  • Click on ‘View basket’ at the top of the page.
  • You will see the description, price and quantity of each item currently in your basket.
  • You can change the quantity by using the +/- buttons, or remove the item altogether by clicking ‘x’.

Using a discount code is easy:

  • Add the item(s) to your basket
  • Once you have finished shopping view the basket and enter your discount code in the box marked ‘Got a discount code? Enter it here’
  • Hit ‘Add’ to apply the discount to your order

Please note that you can only use one discount code per order and you are not able to use them in conjunction with any other offers.

If you are having trouble redeeming your promotional or unique discount code, please log into your account and send us an email or call us straight away as discount codes have expiry dates. We will not be able to refund you the discount amount if the code was not applied to your basket or an attempt made to contact us.

Why is my discount code not working?

The discount code you have entered may have expired, or the start of the promotion may not have started. Please refer to the terms and condition of the offer for more details.

I have forgotten to use my discount code, can I still receive the discount?

Unfortunately, once your order has been submitted we are unable to add discount codes or offers retrospectively.