Shipping & Returns

Shipping

We offer free shipping to most UK addresses for all orders over £75 value; for orders under £75 value, standard shipping is charged at £3.99. We also offer a priority shipping service which is usually next working day for orders received before 1pm, so if you need your order to be delivered quickly please choose this option. If you have a very urgent order, or it’s after 1pm, call us and we’ll do our best to ensure you receive your order on time.

Whenever possible, goods are dispatched on the same day. For orders received after 1pm, we aim to send goods on the next working day (working days are Monday to Friday excluding bank and public holidays). If we are unable to send out your order for any reason we will contact you by email or telephone as soon as possible.

We use Royal Mail 1st Class, Royal Mail 1st Class Signed and DPD courier for larger items. Most of our delivery services require a signature on receipt. Normally, your order will arrive in 1-3 working days, but may take longer at peak times, as we are totally dependant on the efficiency of the postal service and couriers. If delivery will be delayed by us for any reason, we will notify you by email or telephone as soon as possible.

International SHIPPING

We are happy to send some items outside of the UK. For all international orders, we will inform you of the shipping costs by email, once we have calculated the weight and volume of your package. You will need to reply to this email and confirm that the shipping cost is acceptable before we will process your order and send your goods. We use Royal Mail Tracked Airmail for small parcels less than 2kg in weight. These parcels will be delivered by your local postal service, and you may have to provide a signature on delivery. For larger items we have access to International couriers such as DPD, Fedex, DHL etc. Please note for items sent outside the UK VAT Territory, the customer may be required to pay any import duties and sales taxes which may be levied once a shipment reaches your country. Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the UK.

Non Delivery/lost parcels

Any query regarding non-delivery must be notified to us as soon as possible so that we can make enquiries with our couriers. As a guide for UK deliveries, if you have not received your order within 5 working days then please contact us. For international deliveries, we recommend you closely follow the tracking information we provide and inform us immediately if you notice any problems. Any claim for a parcel not delivered to you must be made within 28 days of order date as after this time we cannot initiate any claim with our couriers, and we will not be held responsible or liable for any loss.

Packaging

We use as much recycled packaging material (boxes, bubble wrap etc.) as possible; we hope you don’t mind receiving your order in a previously used box! We always pack carefully to prevent any damage to your goods in transit. If you’re not happy with the way we’ve packaged your order when you receive it please let us know.

Unwanted goods, ORDER Returns & CANCELLATIONS

If, for whatever reason, you are unhappy with the products you buy from us please return them and we will refund you. We just ask that the goods are returned unused with original packaging, tags and labels, within 14 days of purchase. You are responsible for return postage costs. Refunds will be issued to your original payment method within 5 days of the item arriving at our warehouse.

Please contact us within 14 working days if you are returning an item. You must call us for a returns reference number before returning any item to enable us to process your refund or exchange as quickly as possible. If a product was supplied in error, is incomplete or faulty, contact us via the contact page, email or call 01768 779800 as soon as possible. If we have supplied an item in error or it is faulty, we will credit your return postage costs by arrangement.

In all cases, products returned must be new, unused, unmarked and in the original packaging for a refund of the full value of the product. We reserve the right to charge a fee for any returned item which does not meet these criteria. Delivery charges paid by us (free shipping) will be deducted from the refund payment. When you do return the product, always include the returns reference number and daytime telephone number. We strongly recommend you return items to us by recorded delivery to cover yourself against loss.

PAYPAL FEES

If you choose Paypal as your payment method, and then cancel your order or return unwanted items for refund, we reserve the right to deduct the Paypal processing fee from your refund, as Paypal do not refund this part of your payment to us. If you do not agree to these terms you should not use Paypal as your payment method, and should pay by debit or credit card.