Frequently Asked Questions ( Faqs )

What courier do you use for deliveries?

We use DPD to send all of our orders.  Tracking will be available on all parcels to be delivered in the UK.

How long does it take for home delivery?

We currently offer typically;

1 – 2-3 working day delivery service for GB Mainland (excluding Highlands).

2 – 3-4 working day delivery to the Scottish Highlands, Northern Ireland, The Channel Islands and the Isle of Man.

3 – 7 working day delivery for Rest of Europe.  DELIVERY OUTSIDE OF THE U.K. IS CURRENTLY SUSPENDED

I placed an order on Friday for next day delivery, why did I not get it until Wednesday?

Our cut off point is 3pm, Monday to Friday. Any order placed after 3pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.

I haven’t received a dispatch email/email confirmation?

Please be aware that an automated email is sent to the given email address when your order is dispatched. A second tracking email will also be sent by our delivery service (currently DPD). Please check all folders including ‘junk’ as they will come from noreply email addresses. To ensure emails reach you, add the domains & to your safe senders list.

Can I collect from a local store?

A range of service options are available via the tracking email/DPD tracking app including DPD pickup.

Please read carefully the terms of each service option before you select, as some services can incur an extra charge or may require you to assume liability if the parcel is lost/stolen. 

N.B. choosing ‘leave in a safe location’ WILL require you to assume liability if the parcel is subsequently lost or stolen.  For this reason we recommend that you do not select this service.

Do you deliver on the Weekend?

Weekend delivery is currently unavailable.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.

Please visit: DPD (UK) – Your delivery experts.  Alternatively download the DPD App for your iPhone DPD on the App Store ( or Android DPD – Apps on Google Play 

Please note tracking numbers are only active and trackable 3 hours after the order has been collected from our warehouse, approximately 7pm (GMT/BST) Monday to Friday. For orders placed after 3pm on Friday, your order will not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box addresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Do I have to pay Customs & import charges if I live outside of the UK?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email at [email protected]

We will do our very best to help resolve the matter as quickly as possible.

How much will delivery cost me?

For GB Mainland (excluding Highlands) free delivery on all orders of £30 or more, otherwise £6 per parcel.

For the Scottish Highlands, Northern Ireland, The Channel Islands, Isle of Man and the Republic of Ireland free delivery on all orders of £50 or more, otherwise £15 per parcel.

For the rest of Europe free delivery on all orders of £55 or more, otherwise £18 per parcel.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

All payment methods are routed through Viva Wallet, for enhanced security.  Viva Wallet accepts all major Credit cards.

What currencies can I use?

Prices are displayed in Pounds Sterling, but you can pay in any major currency via Viva Wallet, price conversion will be at the latest exchange rate.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged as soon as it is placed.

Do your prices include VAT?

All our online prices include VAT.

Do you offer a VAT discount to non UK customers?

Customers ordering from outside the United Kingdom can contact us via e-mail at [email protected] and quote the order reference number. Our customer services team will go through the process to remove the VAT off the order.

Can I make an order over the phone?

No.  Currently, we only take orders via the online shop.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Where is my order?

Most of our deliveries are sent via DPD and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account.

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please email us at [email protected] immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

Can I pay for a Click&Collect order online?

No, currently we only offer mail order service.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How can I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to email us at [email protected].  Alternatively you can address any issue in writing to;, Unit 5, St. Johns Court, Upper Fforest Way, Swansea, SA6 8QQ, United Kingdom. 

How do I return an item?

For information on returning an item please Click Here.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email quoting your order number at [email protected]

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include a copy of your original invoice, without this it may delay your refund.

Who pays for postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only.  We will not be able to refund the original delivery cost or the cost of return.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How can I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to email us at [email protected].  Alternatively you can address any issue in writing to;, Unit 5, St. Johns Court, Upper Fforest Way, Swansea, SA6 8QQ, United Kingdom.