COVID-19 Update: 6 Nov 2020 - We're open and dispatching orders as usual throughout lockdown. Expect delays with Royal Mail and other couriers in December. Don't leave it too late!

Frequently Asked Questions

Orders

When will my order be delivered?

- It depends on where in the world you are, and what delivery service you select. Please see our Delivery Information for full details.

My order hasn't arrived, what can I do?

- Delivery times depend on your location and your chosen delivery service. If your order has not arrived given the delivery window specified in our Delivery Information, please Contact Us.

There's a problem with my order, what can I do?

- We want you to be happy with every order you place. If you have any problems, please Contact Us and we will attempt to solve your issue.

Can I track my order?

- Tracking information is available on certain delivery services, please see our Delivery Information for full details.

How do I cancel my order?

- If you have not yet received a dispatch notification, Contact Us as soon as possible and we may be able to cancel the order before it is sent.
- If you have received a dispatch notification, we can no longer cancel your order. You will need to return the order in line with our Returns Policy.

Can I visit your shop?

- No, we are an online only retailer and do not have any premises open to the public. But please Contact Us if you have a specific question as we may well be able to provide more detailed information.

Do you offer express delivery?

- Yes, within the UK and internationally. Please see our Delivery Information for full details.

Do you offer international delivery?

- Yes, we deliver worldwide. Please see our Delivery Information for full details.

Payment

What payment methods do you accept?

- We accept payment by PayPal, Credit and Debit Cards, including Visa, Discover, Maestro, Mastercard and American Express. We also accept payment via Bank Transfer in certain pre-arranged circumstances.

When do you take payment?

- We take payment at the time you checkout on our website.

Is my payment information secure?

- We use Braintree Payments, a leading payment processing service, to ensure the highest security for our customers. We do not have access to your payment details. Please see our Privacy Policy for further information.

Returns / Refunds

How do I return an item?

- We accept returns in line with our Returns Policy. Please Contact Us to initiate the return process.

When will I receive my refund?

- We process refunds shortly after receiving returned goods, but please be aware that in may take several days for the payment to reach your account. Sometimes we may not require goods to be returned, in which case we will refund immediately. Please see our Returns Policy for more information.

Your Account

How do I change my account details?

- You can change the details saved in your account by logging in to the My Account area and editing your information.

What can I do if I've forgotten my password?

- You can send a password reset request to the email address associated with your account by using the Forgot Your Password tool. If this fails, please Contact Us and we may be able to assist you.

Is my personal information secure?

- We take your privacy very seriously. We use SSL to secure our website and store your information in line with our Privacy Policy.

Contact Us

How do I get in touch with you?

- Please see our Contact Us page.

Can I visit your shop?

- No, we are an online only retailer and do not have any premises open to the public. But please Contact Us if you have a specific question as we may well be able to provide more detailed information.