Frequently Asked Questions
Here's some of our most frequently asked questions and answers, please contact us on 0117 9297511 or firstname.lastname@example.org if your question is not answered.
My order hasn't arrived, what do I do?
Delivery time should be 1-2 days for UK, 3-5 days for EU, 3-7 days for Rest of World. If it has taken longer than 3 weeks for UK delivery, or 5 weeks for overseas, please contact us on 0117 9297511 or email@example.com and we will make a missing parcel claim on your behalf.
Before contacting us, please check with your neighbours and your local Post Office in case an attempted delivery has been made.
Items are damaged, what do I do?
While we do our utmost to ensure that our products are of merchantable quality, there will very occasionally be flaws in the manufacturing process. If you receive a faulty product, please contact us for a returns code and we will either source a replacement for you, or if this is not possible we will refund your payment in full.
I'm not happy with my items, can I return them?
Under the UK's Distance Selling Regulations, ny item bought within 28 days as long as the packaging is in pristine condition. Please contact us on 0117 9297511 or firstname.lastname@example.org and we will email you a returns code along with details of where to send the return. Customer will be liable for postage cost of return.
How do I place an order?
All you have to do is click the 'add to basket' button for the items that you require, then click the 'Basket' link in the top right hand corner. On this page, just enter your Contact Details, Delivery Address and Payment Address. You will then be taken to the WorldPay website, which will SECURELY accept your payment details. You will then receive an e-mail from us confirming your order details, and another e-mail from WorldPay confirming that your payment was successful.
Do I need to create an account to place an order?
No, just enter your Contact and Address details, then enter your Payment details securely on the WorldPay site - it's easy as that!
Can I save my details for ordering again?
After you have paid, you will be given an option to save your Contact and Address details for next time. This is not compulsary, if you just want to switch your computer off and wait by the letter box impatiently, that is fine. However if you do want to save your details, we will require that you enter a password so you can retrieve them next time. This also allows you to save items in your basket which can be retrieved on subsequent visits.
Why would I want to create an account?
There are two reasons for creating an account.
1. You can save items in your basket that you would like to buy in the future.
2. After placing an order, you can save your contact and payment details for next time.
How do I create an account?
All you need to do is click the 'LOG IN' link in the top right hand corner. Fill in your e-mail address and password you would like to use. Your account will be created and you will be logged in.
How do I Log In after I have created an account?
Click the 'LOG IN' link in the top right hand corner and enter your e-mail address and password into the boxes (yes, just the same boxes you used to create an account) - the website will recognise your account details and log you in.
How do I Log Out?
Just click the 'LOG OUT' link in the top right hand corner. Your saved basket will still be stored on our server, but you will now have to Log In again to retrieve it.