Frequently Asked Questions

Answers to common questions can be found here.

Q: What will the shipping cost be for my order ?
A: Shipping is calculated on the checkout page and varies by the weight of your order and the service speed selected, UK Mainland is our basic and cheapest service.

Q: When will my order be dispatched ?
A: We ship on Mondays, Tuesdays, Thursdays and Fridays, priority is given to next day orders and we aim to ship all orders placed before 2pm the same day or the next working day if applicable.

Q: How will my order be shipped?
A: For our standard shipping service we use a combination of Royal Mail services along with some specialist carriers for larger orders. Next Day orders are shipped using Special Delivery and DHL next day services. If you wish for your order to be delivered by courier you can select this on the checkout page.

Q: Are my details secure?
A: All our credit/debit card processing is supplied by a 3rd party supplier and uses the latest encryption to keep your details safe. We do not handle credit card details directly unless a phone order is made. Your other personal details are only used to to ship your order and notification of shipping which is done in-house, we do not sell your details nor do we send promotional emails.

Q: What happens if I need to return a product to you?
A: We have a liberal returns policy which can be viewed here. You can also contact our team for clarification.

Q: My order has not arrived yet, what do I do?
A: Any known issues with regards to our ability to process orders will be posted in the "service announcements" section. For standard delivery, the average lead time is 2-6 working days. If your order is late you can email our team via the "contact us" link and we will be more than happy to track it down for you, please remember to include your order number with any communications. All orders are insured against loss in transit and we work with our carriers closely to minimise losses and solve issues that occur.

Q: Are you PCI DSS compliant?

A: All of our card payments are handled by either Paypal merchant services or Google checkout via their secure servers, we do not hold, store or have access to your full card details, the information we store is the same as you would find on a supermarket reciept, i.e.the last 4 digits of your card number. Both of our current card proceesors are fully PCI DSS compliant, information regarding this can be found using the following links: Google Checkout PayPal merchant services

If you have any other questions or queries please don't hesitate to contact us, we aim to answer your query within 1 hour during office hours and as soon as possible outside office hours.