What do I do if there is a problem with my order?
Our Customer Care Team are available from Monday to Friday, from 9am until 5pm, to assist you with any problems or queries. click here for contact details.
What payment methods do you accept?
We accept American Express, Visa, Visa Debit, Visa Electron, Maestro, MasterCard and PayPal.
The prices shown on our website include any VAT (or similar sales tax) at the prevailing rate for which we are responsible as the seller. The amount you pay will be the price indicated plus any delivery charges. Please note that the recipient of any products shipped outside the European Union may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities.
The actual price charged to overseas customers will be subject to the exchange rate applied by the customer’s credit or debit card company. Customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check latest applicable local requirements before placing an order.
Can I cancel my order or an item from my order?
We may be able to cancel your order but only if the item has not yet been despatched.
To cancel your order, please email us as soon as possible after placing your order, otherwise it may be too late. Please send an email to firstname.lastname@example.org.
If it is too late for us to cancel your order, you will need to return your order. Once we have received the goods back, we will process a refund for you. Please note we cannot be responsible for any returns which are lost or damaged before they reach us and we therefore recommend that you use an insured and tracked postal service.
Can I add an item to my order after I have placed my order?
Unfortunately not, you will need to place a separate order for anything else that you want to buy.
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout. A frequent reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that the address to which your bank statements are sent is entered in the ‘Billing Details’ section of checkout. For full details of why the payment was declined, please contact your card issuer.
Why have you cancelled my order?
Please click here to contact our Customer Care Team.
I have a query relating to overseas orders
You can only order from countries to which we deliver.
All charges are made for your order in pounds sterling. Your card provider will apply the exchange rate when your card is charged.
You can only claim back VAT on Internet purchases if your items are for business purposes.
Please click here to contact our Customer Care Team if you have any further questions.
My order did not go through but I think you have charged me?
When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.
If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your bank. This usually takes around 3 working days but the exact time frame will depend on your card issuer and your bank.
If this time frame has elapsed, or you are a PayPal customer and the money still has not been released, please contact our Customer Care Team by clicking here.
I have received my order but one of the items is missing, what do I do?
Please contact our Customer Care Team who will investigate this matter for you.
I have received an incorrect item in my order, what do I do?
We do our very best to get your order right every time but occasionally mistakes can be made. If we send you the wrong item and you live in the UK, you can return it to us free of charge.
If you would like to replace the item you would then need to make a replacement order. Simply send us the details of the original order, incorrect item and the replacement order number and we will be happy to refund the delivery charge for you.
If you are an International customer including the Republic of Ireland you will need to pay for your return. If you let our Customer Care Team know how much you paid, provide a receipt and they will reimburse you. Click here to contact our Customer Care Team.
Please ensure that you keep your proof of postage when you return this item along with any receipts so that we can reimburse you the correct amount on receipt of the goods.
My items are for business purposes, how do I get a VAT receipt?
Please click here to contact our Customer Care Team if you purchased your item online.
I am an international customer and I am having problems placing my order, can you advise?
Please ensure that the security code (CV2) you are entering in the card details section is the one on the back of your card.
Your bank may have given you a different code to use when placing an order online, but the system will only accept the last three digits of the code on the signature strip on the back of your card.
Can I find out if you will be getting replacement stock on items that have sold out?
Some of the items on our website do sell out, however, we regularly update our site so please do check our site again.
Which couriers do you use for UK and International deliveries?
UK Standard Delivery
We use the Royal Mail or UK Mail for our UK Standard deliveries.
We offer various delivery services internationally depending on the destination and the item. Please contact our Customer Care Team if you would like further details on the delivery of a particular item.
Can I track my order?
Deliveries made via UK Mail are tracked, and a tracking number is available on request. Deliveries can be tracked by visiting www.ipostparcels.com. Deliveries made via Royal Mail are not tracked.
For International deliveries, depending on the destination, it is sometimes possible to track your order. Please contact our Customer Care Team for more information, remembering to include your order confirmation number.
How can I contact your couriers?
We will contact our couriers on your behalf, but we are unable to query the delivery until the expected delivery date has passed. Please click here to contact our Customer Care Team.
As our standard International parcels are delivered by the local postal service in the country of delivery it is not possible to investigate your parcel delivery.
How long will my order take to arrive?
Standard delivery orders to most areas of Mainland UK should arrive within 4 working days.
WHEN WAS YOUR ORDER PLACED BETWEEN?
MAINLAND UK STANDARD DELIVERY DAY
Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland. Deliveries to these areas may take an additional 1-3 working days to arrive.
Do you deliver to BFPO addresses or PO Box addresses?
We do not deliver to BFPO or PO Box addresses in the UK at this time.
We can deliver to international BFPO and PO Box addresses.
Can I specify a time for delivery?
Unfortunately we are unable to specify a specific time for delivery.
Registration & Your Online Account
By registering, will I automatically receive marketing emails from you?
No, not unless you sign up to our newsletter.
If you do sign up, you can ask to be taken off our mailing list at any time.
By registering, will you pass my details on to any other companies?
No, we will not pass your details on to other companies.
What do I do if I have forgotten my password or my password does not work?
If you’ve forgotten your password we’ll need to reset it for you. Simply follow the Forgotten Password instructions. For security reasons, we cannot send you your password via email.
Once you have made a request to create a new password you must allow up to 30 minutes to receive this via email. Please only request once, multiple requests may result in your account being locked. You will then be able to set a new password. If your new password does not work please contact our Customer Care Team for assistance.
What is your online security policy?
We want to make sure that you’re safe and secure when you’re shopping with us online. As part of our commitment to this, we perform random checks on orders and this means that you may need to prove your identity. Customers will be contacted by phone or email and will have up to 24 hours to provide us with the required information.