Help Desk FAQ
When will I receive my order
Standard Delivery - Usually delivered between 2-5 days
How much is delivery?
Standard UK Delivery - Free
Do you deliver to my country?
What happens when I place an order?
When you place an order, we will send you an email confirming we have received the details of your order. We will then despatch your order and you will receive an email confirming that your order has been despatched. If you do not receive the email, please check any junk/spam email folders.
How can I pay?
We accept the following payment methods:
Can I cancel my order?
You may cancel your order at any time and receive a full refund by emailing firstname.lastname@example.org. Although on some occasions we may not be able to stop the delivery process if your order has already begun to be processed.
Has my order been sent?
We will send you regular emails during the order and delivery process. However, should you wish to check your order status you may do so by logging into your account.
I have not received my order?
Please allow 10 working days from dispatch of your order before notifying us of any late deliveries. We also advise you to check with your neighbours to see if a parcel has been left with them. Check any sheds/outbuildings you may have where it may have been left if it cannot fit through your letterbox. Contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection. If the expected delivery has not been received within 14 working days after posting please submit your details here. We will endeavour to resolve this problem in a prompt manner and to your satisfaction.
When do you take payment for orders?
Authorisation for payment must be given at the time of placing your order. The payment will be taken immediately, you will then receive an email confirming your order and payment.
Do you have a store near me?
No, we are purely internet based. This means you can shop with us 24/7 without having to leave the comfort of your own home, with your order being delivered direct to your front door.
I have sent an email via the website, how long will it take for a response?
We respond to all emails as quickly as possible and you should expect to receive a response within 2 working days.
What happens if I am out when my order is delivered?
If you are out when delivery is attempted, then do not worry. If the courier could not find a safe place to leave your parcel you should receive a card informing you where your parcel has been left. If you have not received a card, then we advise you check with neighbours and check around the outside of your property in any outbuildings or boxes. You can also ring up your local Royal Mail delivery office to see if they have any parcels waiting for you. Quite often Royal Mail do not leave a card indicating delivery has been attempted.
Are my credit or debit card details saved?
No, payment card details are not saved on our system. Your personal data is treated as highly confidential and we endeavour to respect your privacy at all times.
Can I track my order?
If your parcel has been shipped via a guaranteed next day delivery option, then yes you can track your order. Once your order has been shipped you will receive an email providing you with all the information you need to track your order. Sometimes orders are delivered/shipped via a carrier/delivery method that does not have the facility to track a parcel. If you have a tracking number, which can be found in your despatch email or by clicking into your order in your account, you can track using the websites below;
If your tracking number ends with GB then this can be tracked on the Royal Mail website www.royalmail.com
Otherwise you can track your order on the UKMail website UKMail
All other UK orders are usually received within 1-3 working days and are posted via Royal Mail. Orders posted by airmail may take 5-10 working days, depending on the postal system in place in your country. Sometimes unavoidable delays are experienced in the postal system, so please allow a few extra days for delivery.