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FAQs

Q. What are your Terms and Conditions?
A. Click here for our full Terms and Conditions

Q. What do I do if I am missing an item from my delivery?
A. All missing items must be reported within 48 hours. If you have discovered you are missing an item please contact the sales team as soon as possible.

Q. It is past the day that my item was due for delivery?
A. If your item was due to arrive on a certain day and did not please contact us immediately so we are able to investigate as quickly as possible.

Q. I have only received part of my order where is the rest?
A. Sorry to hear this. Sometimes we ship items in separate deliveries. Please do not hesitate to contact us if your entire order has not arrived to enquire where the rest of your order is.

Q. I have missed my delivery what shall I do?
A. If you have missed your delivery and have your consignment number you are able to visit the courier’s website to rearrange delivery. If you do not have the consignment number please contact us and we will be more than happy to help.

Q. I just checked the tracking and it says my item is being returned to sender?
A. There could be many reasons to why the item is being returned to sender. Please contact us to find out more.

Q. It says someone else has signed for my delivery?
A. If the tracking shows that the item has been signed for and you have not signed for this product please do not worry. As sometimes the couriers could have delivered the item to a neighbour. If it occurs that none of the neighbours have the item please contact us, the team will then liaise with the courier company to locate your parcel.

Q. Can I change my delivery address?
A. We will be happy to make amendment for you after your order is placed. However, once the product is dispatched, it’s not normally possible to change the delivery address. It is the customers responsibility to ensure the address details are correct.

Q. Can I collect my delivery from the local depot?
A. You are able to collect your item from the local depot please visit the couriers website and arrange a collection date. Please note this is only after delivery has being attempted to your delivery address.

Q. Where do you deliver to?
A. It depends on the product. Most of our products are UK only.

Q. Do you ship to BFPO Addresses?
A. Sorry unfortunately we do not deliver to BFPO Addresses as are courier does not offer this.

Q. Do I have to have my order delivered to my home address?
A. You are able to have the item delivered to any alternative address in the UK.

Q. Do I have to sign for my delivery?
A. Most deliveries we do require a signature to confirm recipient of delivery, depending on order size.

Q. Do you deliver to a work address?
A. Yes we are able to deliver to work addresses please ensure the correct details are given when prompted at the delivery details page when ordering.

Q. Can I place an order over the phone?
A. Yes we will be happy to take orders over the phone.

Q. I have received an email informing me you are awaiting payment?
A. If you have a received an email informing you that we are awaiting payment this means your previous attempt to make payment has failed. We would require you to log in and make payment. We also advise to check with your bank as your payment may have entered a security check and the payment will be pending our side. Please contact us and we will investigate for you.

Q. How to reduce the risk of authorisation being refused by your card issuer
• Double check all details entered
• Ensure your card is registered to the billing address
• Enrol your card in an authentication scheme (Verified by Visa or MasterCard Secure) to assist with the speedy processing of your order
• If you place a high-value order we suggest you advise the bank beforehand

Q. I have cancelled my order how long does it take for the payment to be returned?
A. It can take up to 48 hours for your payment to be refunded (Not including weekends or bank holidays).

Q. How can I cancel an order?
A. Please contact us urgently by email or by phone as if the order has already been shipped this may need to be returned after delivery has been made.

Q. Why has my PayPal payment been refunded?
A. The only reason your PayPal payment would be refunded is due to it being unconfirmed or class as a high security order.

Q. What does PayPal confirmed mean and why do you only accept payments via PayPal this way?
A. Although the vast majority of unconfirmed addresses are not fraudulent, PayPal offers confirmed addresses as an additional layer of fraud protection. Confirmed addresses help guard against stolen credit cards and identity theft and decrease our chances of receiving a charge-back.

Q. What time do you process orders till?
A. We process orders from Monday to Friday up till 4.30pm (Excluding Bank Holidays).