Orders, Deliveries & Returns
Placing an Order:
Once you have placed your order through our online shop or over the phone please ensure the items you order and the address are provided correctly. Not only will this ensure your order is dispatched as quickly as possible, but once we have received your order and it has been dispatched it is not possible for us to change the items within the package.
If you wish to change your address after you have placed your order, we will (where possible) change the address of where your order will be delivered. However, once your address details have been passed over to our couriers, it is not always possible to change the address without charges being incurred by the customer.
Please ensure you look at our revised list of restricted postcodes (as per courier changes on 10/11/2014) before placing your order. We must be contacted before you place your order so we can provide you with details of the surcharge and how to proceed with the order. The following postcodes all incur surcharges:
FK19-21, GY1-9, HS1-9, IV, KA27-28, KW, PA, PH, PO (IOW) and ZE.
We are unable to offer delivery to the following postcodes: BT, IM, JE - as well as all addresses outside UK Mainland including the Isles of Scilly, Channel Islands and Ireland.
We aim to deliver all orders within 2 working days of receiving your order as the majority of orders are dispatched same day or next day. Large orders and all orders that total over £100 will be sent on a next working day service. If you have not received your order within four working days, please contact us and we will be able to provide you with tracking information.
Please be aware that delays can occur due to extreme weather or traffic incidents when it is not possible for our couriers to deliver.
If your parcel is returned to us after the courier has attempted delivery but delivery has not been re-arranged or the parcel has not been collected by the customer, charges will be incurred by the customer for us to dispatch the order again.
Our returns policy is:
Once you have received your order, if you wish to make a return: please contact us either by email or by phone letting us know when you ordered and the delivery postcode of where the item was delivered. Please also let us know why you are wanting to return the item.
We must be notified within 7 working days of the delivery of your parcel that you wish to make a return and the returned item must arrive within the next 7 working days, in order for you to receive a refund.
All items being returned must be sent on either a recorded Royal Mail service or by a courier with an online tracking system - you are required to pay the cost of the return shipping.
All returned items will be inspected prior to any refund being issued - all items must be returned to us in their original (new) condition, in the original packaging.
We will refund your original purchase price less the cost of shipping incurred by ourselves.
Once you have received your order if you believe you are missing an item from your order, please contact us either by email or by phone letting us know when you ordered and the delivery postcode of where the item was delivered. Please also let us know which item is missing from your delivery.
We must be notified within 2 working days of your order being delivered that an error has occurred with the packing/delivery of your order.