I’ve paid for express delivery why has my order not arrived? 

All delivery times, including Express delivery, are from point of dispatch not from point of order. When selecting express delivery if one or more of your items were not in stock, a message would have appeared in blue on the basket page highlighting the items not in stock and the delay in your order.

 

I haven’t received an email order confirmation? 

Our emails can occasionally end up in Spam/junk folders which is why we prompt our customers to contact us.

 

Why do I need a Returns Authorisation Number and form to return my goods? 

To ensure we deal with your return as quickly and efficiently as possible, we ask you contact our dedicated Customer Service Team with all the details of your return.

 

Why have I been charged, when my order has not been dispatched? 

Full payment is taken at point of order not at point of dispatch. This information is highlighted in blue when you are confirming your payment method.

 

My tracking number does not work, why?  

The tracking number supplied should be used as a 9 digit code, please be aware sometimes it might take a couple of hours before it would be available.

 

Will I have to pay customs charges in my country? 

If your delivery address is outside of the UK or EEC, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note customs policies vary widely from country to country. We recommend you contact your local customs office for further information. International shipments may be subject to cross-border inspections by customs authorities. 

 

How do I cancel / amend an order? 

If you have placed an order but then wish to change or cancel it, please contact our Customer Service department as soon as you can as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the procedures for returns. Unfortunately goods that have been dispatched cannot be changed or redirected to an alternative address.