Change or Cancel an Order
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. Orders cannot be changed or cancelled online.
What is your delivery charge?
Please view our Delivery Information page – a link is situated at the bottom of the website.
When will my order be delivered?
If you have selected the standard delivery option, your order should arrive within 5 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 you require items that are being shown as ‘out of stock’, please contact us by emailing firstname.lastname@example.org or by calling +44 (0) 1278 434440.
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 2.30pm Monday to Thursday. If you require a Saturday or Sunday delivery please call the office on +44 (0) 1278434 440 to arrange. Orders placed on Friday before 2.30pm will be delivered the following Monday. Orders placed after 2.30pm on Friday, or on Saturday or Sunday, will be delivered the following Tuesday. The cost is £10.50. A signature is required for receipt.
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. We can deliver to your family and friends anywhere in the world.
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. Small items are posted by air with Royal Mail. Parcels are despatched using Parcelforce International or DPD International. 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?
Simply register on the website as you checkout. Make sure you include your email address so we can keep you up-to-date with all the latest offers and new products.
Can my details be removed from your mailing list?
Yes you can unsubscribe once you are logged into your account on this website.
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 the password.
What payment options do you accept?
We accept all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard . Our payments are handled by Morphpay, a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems.
What is your returns policy?
We hope you will be happy with your purchase. If you are unhappy for any reason, we are happy to refund or exchange products returned within 14 days of receipt. It is important that items are returned in good condition so please take care of them and pack them appropriately.
Returns are processed within 48 hours 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. We will exchange any faulty goods at our own expense. This guarantee does not affect your statutory rights.
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 48 hours 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@example.com 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 firstname.lastname@example.org 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. Our payments are handled by Morphpay, a UK PCI DSS compliant payment provider. We do not store your credit card details on our systems.