Help & FAQs
Please feel free to contact us with any queries you may have, we are always pleased to hear from our customers!
Many questions are easily answered and we have listed the most common here.
Delivery & returns
Why don't you give free postage on all orders?
We would love to be able to offer free delivery for our customers. Unfortunately Royal Mail charge us and we have to pass this cost on or we wouldn't be in business for long! In addition to the postage costs we have to buy the packaging materials and pay for our franking machine. We do not make a profit on the delivery charge and often don't even break even and if you spend over £50 we will cover these costs ourselves.
How is my order sent?
Most orders are sent by First Class Royal Mail, however if the package is over a certain size or weight we may send it Second Class or use a courier service. The cost to you is the same unless you live outside the UK or if we have to use a courier and you live in a 'remote service area' when we will contact you to advise of any additional cost.
When do you dispatch?
The vast majority of orders received before about 16:00 on a weekday are dispatched the same day.
Can I send things back?
If you change your mind about your order you are welcome to send the items back for a refund as long as they are unopened and are in the same condition that you received them so that we are able to resell them. We ask that you send them back within 30 days of your order and we do not refund the postage charges.
If you are returning an item because it is faulty or we have sent it in error please contact us first so we can discuss it with you, in this case we will refund your original postage cost and your reasonable costs for the return.
How do I know your website is secure?
You will see the 'padlock' symbol in the address bar of your browser which shows that we have a valid SSL certificate which means that all traffic to and from our website is encrypted.
Are my card payments secure?
We don't handle any card payments ourselves, we use Worldpay as our card payment processor which is one of the biggest and most trusted processors in the world. When you pay by card you are taken to the Worldpay web site so we never see or store your card details.
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