Frequently asked questions
When I have placed an order how long will it take to arrive?
We aim to process all orders within 24 hours and unless stated differently on our website, your order will be despatched by your chosen method
Will I have to pay taxes/duties on my order if I do not not live in the UK?
In most countries, you have to pay taxes or duties on imported goods. Sometimes goods under a certain value, or in certain categories, do not incur taxes.
The rules are different in every country. Unfortunately there is no way why for us to know the rules, regulations, customs, traditions, practices, paperwork, codes, laws, or rulings of every single country.
Therefore, we cannot, and will not be able to offer advice about taxes in your country. As the buyer, it is your responsibility to find out that information before you order.
If you have to pay import taxes and/or additional duties and sales taxes, then you would have to pay that to the courier upon receipt of the package(s). We can't calculate this for you and there is no way to pre-pay it.
The time since I placed my order has gone over this period what do I do?
First please check if the correct address including postcode was given. Replacements and refunds will not be given if you have given us the wrong postal address to send your order to. In the UK if the address is right but the postcode incorrect, those parcels are usually eventually returned to us but this takes a few weeks. Some wrongly addressed international orders also make their way back to us. We will then contact you to let you know what has happened and go through your options with you for redelivery or a refund. Note you are responsible for giving us the correct address.
Please check the estimated delivery time and then for the UK add three days in case of delays in transit. Once this delivery time has passed you should contact your local Royal Mail depot giving your house number and postcode as cards are not always left. After you have followed these steps and the Royal Mail have confirmed they do not have your order, you must contact us within 14 days in writing/email stating order number and date of order.
Note that Royal Mail does not deem a 1st class UK parcel to be lost until 18 working days have passed from the dispatch date which is their 15 working days plus their 1 to 3 day expected delivery time. Overseas orders can take up to 42 days to arrive so please wait until this time has elapsed before contacting us.
If you fail to collect or arrange collection of an item when notified by the Royal Mail (or equivalent for overseas customers) that they were unable to deliver to you, it will usually result in the item being returned to us as non-deliverable after approximately ten days of non-contact from you. (Longer for overseas customers). When this happens, we will notify you as soon as your order arrives safely back with us. In these circumstances you will be responsible for any additional cost incurred by us to re-send the item to you.
Please contact Customer Services and we will look into the situation for you. We will need to know either your transaction reference given by Paypal or the email address you used to complete the transaction. All claims of non receipt of goods must be made within 30 days from receipt of confirmation email.
Where products have not arrived from the date ordered, we do not accept any liability unless you have advised us via email at within 30 days from the date on which you originally ordered the product. (60 days for Overseas)
We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
If you have not notified us of non receipt of goods within the time limit specified, we cannot offer a refund or replacement.
How do I cancel or change my order
Providing the order is not awaiting despatch or has been despatched it can be cancelled or changed by contacting Customer Services If your order has already been despatched or you have received your order and have changed your mind, please contact Customer Services within 7 days of receipt for a Returns number, they will email you the process to return an item.
When will payment be taken from my account
Paypal our shopping cart will take payment as soon as the order has been placed. This applies for all orders, including pre-orders and special-order items from suppliers.
What if the item I wish to purchase is out of stock?
If the item you wish to purchase is showing out of stock please contact Customer Services who will be able to give you a approximate date for new stock and you may may be able to reserve the item too.
What if I did not update my address on my Paypal account?
We cannot be held responsible if the delivery address you have given to us is wrong. It is your responsibility to provide us with the correct up to date address for your order to be despatched to. If you order has already been despatched the negligence lies with yourself to locate your order. Replacement orders will only be sent out a if the goods are purchased again.
What if I failed to receive an item as a result of non-collection?
If you fail to collect or arrange collection of an item when notified by the Royal Mail that they were unable to deliver to you, it will usually result in the item being returned to us as non-deliverable after approximately ten days of non-contact from you. When this happens, we will notify you immediately for your instructions. In these circumstances you will be responsible for any additional cost incurred by us to re-send the item to you.
What is your Returns Policy?
Please visit our Returns Policy page for more information