FAQ’s

We have compiled a comprehensive list of our customers’ most frequently asked questions. We hope you can find what you are looking for – if not, don’t panic, please send us a message or give us a call.

Can I add to, change or cancel my order?

Orders are transmitted from the website directly to our order processing department and your order may have already been dispatched. Please call the office on +44 (0) 1278 434440 immediately if you want to make a change, quoting the order reference from your confirmation email.

What is your delivery charge?

Click here to see our full list of delivery options and charges.

When will my order be delivered?

If you have selected the standard delivery option, your order should arrive within 3 – 5 working days. Where delays are likely, we will keep you informed (please provide us with a daytime telephone number and email address). Most orders are despatched within 24 hours of receipt.

Can I order items that are out of stock?

If an item is out of stock you can request an email notification when it is back in stock, and you can then place your order. From time to time, particularly on seasonal products such as waterproof clothing which can sell out as soon as it arrives, you will be able to place a pre-order. Again, we will not take your payment until the item has actually arrived here in our warehouse.

Can I have next day delivery?

Next Day Delivery is available to UK mainland addresses (excluding Scottish Highlands & Islands) if you place your order before 2.00pm Monday to Thursday.  If you require a Saturday or Sunday delivery please call the office on +44 (0) 1278 434440 to arrange. Orders placed on Friday before 2.00pm will be delivered the following Monday. Orders placed after 2.00pm on Friday, or on Saturday or Sunday, will be delivered the following Tuesday.

Can my order be sent to a different delivery address?

Yes, if it is more convenient we can deliver to a different address e.g. your workplace.

Can I send orders to more than one address?

Yes, but you must place each order separately.

Can my order be sent to an address outside the UK?

Yes, deliveries to Europe usually take 7-14 days. For the rest of the world, please allow up to 21 days. The cost of delivery is based on the delivery address and the weight of your parcel. The cost will be calculated when you are in the checkout.

How can I be added to your mailing list?

To subscribe to our email mailing list and get 10% off your first order, please click here.

What if I have forgotten my password?

If you have forgotten your password, please click on the forgotten password link on the sign in/register page and we will email you details of how to change your password.

What payment options do you accept?

We accept all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. We do not accept American Express. We also offer PayPal or Amazon Pay. We do not store your credit card details on our systems.

What is your returns policy?

To view our full returns poilcy, please click here.

Consumer Contracts Regulations
Under the Consumer Contracts Regulations, if you buy online or by phone, consumer rights entitle you to a full refund if you request one in writing within 14 calendar days of receipt.

How long will it take to receive a refund?

Refunds are made on receipt of the returned goods.

How long will it take to deliver a replacement item?

Returns are processed within 7 days of receipt at our warehouse. A replacement order will take approximately 5-7 days for delivery. If the item is no longer available, you will receive notification and a refund.

What if my item is faulty, damaged or is missing parts?

If you have a faulty or damaged item or it has parts missing, please contact our Customer Services Department by [email protected] or call +44 (0) 1278 434440 for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense.

If I need advice with my product what should I do?

In the first instance please contact our Customer Services Department by emailing [email protected] or by calling +44 (0) 1278 434440.

Is your payment section secure?

Yes, we can assure you the payment section of our website is secure. All areas of the site containing your personal information are padlocked.

Are my card details secure?

Yes and we’ve added some additional features to protect you from identity fraud. The authorisation process validates the card number, expiry date and your security code and also checks that the card is registered to your address. For this reason we need your credit card billing address exactly as printed on your statement.

You can shop in confidence using our online payment system. We accept all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. We do not store your credit card details on our systems.

10% off your next order?

Yes please

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