Answers to our most frequently asked questions....
Q: I have a general query or problem. What action should I take?
Send an email with your query or problem to: email@example.com We will endeavour to respond Monday to Friday within 4 hours.
Q: How long will it take for my order to arrive?
UK: Normally 1-4 working days. Express UK Tracked: Approximately 1-2 working days. EU & ROW orders: 1-10 working days. Please click: Delivery Information for further details.
Q: Where is my order?
Orders within the UK:
Our policy is to despatch all orders as we receive them. We find that approximately 99% of orders are delivered within a few working days. However, on the rare occasion that your order is missing or delayed please observe the following: 1: You may wish to check with your local Royal Mail sorting office before contacting us, as calling cards are not always left when a delivery is attempted. To locate your local delivery office please go to: www.royalmail.com or call them directly on 08457 740740. 2: If your order is not there then unfortunately a period of 8 working days must elapse from the date of despatch before we can take any further action. This is because approximately 1% of orders can get delayed in the Royal Mail system.
EU & ROW Orders:
We aim to deliver EU & ROW orders within approximately 1-10 working days, so please allow at least 12 working days before contacting us.
Q: I would like to return a complete order or single item, what should I do?
Please click: Returns. This will take you to the Returns page where full instructions are given. The returns page will also give you information about returning electrical items.
Q: I have not received my refund?
We will endeavour to action requested refunds within the same day Monday to Friday. Remember, it can take approximately 5 working days for the funds to be credited to your credit/debit card, Paypal, Amazon or Google account.
Q: I have received my order but, an item is missing/incorrect?
Approx 98% of all orders are fulfilled immediately. However, any items on your order that are out of stock will be sent by Royal Mail under seperate cover as soon as they are back in stock, normally 3-5 working days. We will normally send you a small gift if an item on your order is out of stock as a gesture of good will. If we have sent you an incorrect item please accept our apologies and email: firstname.lastname@example.org enclosing the order number and explaining the problem. We will endeavour to respond to the email within 4 hours on working days.
Q: I have a Promotional Discount code and have forgotten to use it?
Not a problem. Email: email@example.com giving your order number, eg 014587 and an explanation. If the code you have forgotten to use is valid we will credit this discount back to your credit/debit card account.
Q: I have a product enquiry?
Email: firstname.lastname@example.org with your enquiry. We will endeavour to respond to your enquiry within 4 hours on working days. Please include a contact number if you require a callback.