FAQs
How long do I have to return items?
You are able to return items within 14 days of the date shown on the dispatch note.
How do I return an item?
Use the returns label included within your parcel and we ask that you follow the steps below:
1. Repack the item
2. Use the returns address label.
3. Add a note inside with the reasons for return. e.g. unsuitable, small fit etc.
4. Return the package using a trackable postal service or obtain a certificate of posting from the Post Office.
5. Keep your Certificate of Postage safe, as you will need this as your proof of return if there are any issues.
How long does it take to process the return?
We aim to refund you as quickly as possible after receiving the return. Normally within 24-48 hours.
Do you refund the delivery charge?
Yes, in certain circumstances like receiving a damaged item or the wrong item sent.
Can I have an exchange instead of a refund?
Yes, we are more than happy to exchange but obviously subject to availability. Please email us (through the “contact us” page) with details.
Deliveries
Where do you deliver to?
We currently deliver to the UK to include Northern Ireland, the Channel Islands, Isle of Man, Isle of Wight and the Highlands and Islands of Scotland. However, we will consider posting outside the UK but please email us first to confirm postage costs.
How long will delivery take?
We will dispatch within 24 hours of receiving your cleared payment. We post most items by Royal Mail 1st class post. Royal Mail estimate that 1st class will take 1-2 days. For large items we use Hermes Courier Services who aim to deliver to your door within 2-4 working days.
What if I am not in when my parcel is delivered?
Royal Mail will provide you with details on how to contact them to re-arrange a delivery time or to advise where you can pick your parcel up from. The delivery company, Hermes, may leave the parcel with a neighbour, or will leave a card saying that they have attempted to deliver the parcel and the date when they will be back to re-deliver.
What if my parcel does not arrive?
Your item should be delivered within 2-4 days of placing your order. If you still haven’t received your item within 7 days please contact us by email and we can investigate further.
Can you deliver to a different address than my billing address?
Yes. If you would like your order to be delivered to an alternative delivery address instead of your billing address you can confirm the details during checkout.
Orders
Is it safe to order online?
Yes. All orders are placed through Handepay or PayPal which are a safe and secure payment method.
Can I make changes to my order?
Yes but please email us immediately after payment has been made so we can change your order before it is sent out.
Can I cancel my order?
Please email us immediately after payment has been made so we can prevent your order being sent out and process the cancellation for you.
I've received a faulty item?
Sometimes items can get damaged in the post or sent in error and we apologise for this. Please contact us immediately so we can rectify the order. We will pay for return postage costs and send you the correct item(s).
Payments
How can I pay for my order?
We accept payment via Handepay (all major Credit Cards) and PayPal.
Products
I need more information about a product?
We aim to give as much information under the product descriptions as possible, however if you have any further queries please do not hesitate to contact us.