Why haven't I received an order confirmation email?
Please check your spam or junk e-mail folder. Order confirmation emails are sent out automatically, immediately after purchase. Sometimes, depending on your email provider they may be considered spam or junk mail by mistake.
Why does delivery to Non-UK Mainland and Scottish Highland addresses cost more than delivery to Mainland UK?
This is because we use couriers to ship most of our items. UK couriers charge more for delivery to Non-UK Mainland and Scottish Highlands addresses.
Do you ship overseas?
Currently, we only ship to UK addresses.
Can I have my order delivered to a different address?
To have your order delivered to an alternative address, please enter the details when you place your order. Please note that customers paying via PayPal can only have their orders shipped to their confirmed PayPal address.
When ordering, can I specify a safe place for my parcel to be left?
It is a requirement that all our parcels are signed for therefore, if you will not be available to receive your order, please consider an alternative address for receiving your parcels such as a neighbour.
What do I do if an item arrives damaged?
Please inspect the packaging of your item(s) when they arrive. If your item(s) do arrive damaged, you must report as such damage to the carrier upon the receipt of goods, which must be documented on the consignment delivery note. Then notify us in writing at email@example.com within 48 hours of signing for the delivery. If possible, please also attach photos for us to review.
How do I pack an item if I am returning it?
Returning faulty products:
When returning a faulty product, please ensure that the original packing is used wherever possible to avoid damage in transit. However, if this is not possible please pack the item securely within a cardboard box.
Returning unwanted items:
If you are returning an unwanted item (within 14 days) to be eligible for a refund the item(s) must be returned in their original packaging, unused and in a saleable condition. If you received a free gift with your order, this must also be returned unused and in its original packaging.
How do I return an item?
If you would like to return an item, please email firstname.lastname@example.org or call for instructions. The Item(s) must be returned to us within 14 days of receipt. Please note, to be eligible for a refund the item(s) must be returned in their original packaging, unused and in a saleable condition, this includes any free gifts that formed part of the order. You (the buyer) will also be responsible for actual return shipping charges. Shipping costs are non-refundable.
Once you have returned the item(s) the cost of return shipping will be deducted from your refund. The refund will only be issued to the original payment method that was used when placing your order.
How long does it take to process a refund?
Once your order has been returned to the manufacturers warehouse, it will be inspected, and its condition assessed. This can take up to 5 working days from when the order has been received by the manufacturer. Once the inspection is complete, if applicable; a refund will be processed – please allow 14 working days after your refund confirmation for the funds to return to the original payment method.
Why can’t I place an order?
If you are having problems placing an order, it may relate to the payment method that you are using. We take our users security very seriously and therefore participate in 3D secure. If you are experiencing problems, please try an alternative payment method or contact us.
How can I get a VAT receipt?
Your order confirmation invoice is your VAT receipt. You will find our VAT number printed on the invoice as well as a breakdown of the VAT paid.