We aim to dispatch all overs within the time frame specified which can be found below the price information of each product. Delivery usually takes 2 working days for UK orders, 3-4 working days for most EU locations and 5-7 working days for the rest of the world.
You'll receive an order update email from us in the event that we haven't been able to dispatch your order on time otherwise you will receive an email confirming we have dispatched your order with tracking details.
You can find your current order status by logging into your account (Login/Register option top right) and navigating to 'My Orders'.
In the event your order has been dispatched but has not yet reached you we recommend following the tracking history using the link and tracking ID provided in the dispatch email. If your order hasn't left yet and the dispatch time is outside the suggested window you can contact us for an accurate update.
Statistically it is highly unlikely that a delayed order is lost so please bear in mind that any delays may be attributable to internal delays with the courier, customs delays or inability to deliver to premises on that date/time.
In the rare event that your order has arrived damaged you should aim to contact us almost immediately to allow us to pursue the necessary internal steps. For damaged order we recommend you contact us via email providing the following information and evidence:
You can email this information to our returns dept where we aim to respond within 1 working day at which time we will provide an update as to the delivery of your replacement product and the collection of the damaged product.
If you wish to cancel your order you have the right to do within 14 days of placing the order and should do so by completing and returning the standardized 'Cancellation form' attached to your order confirmation email.
If you wish to cancel your order after 14 days of placing the order we reserve the right to apply a cancellation fee equating to 10% of the value with a minimum of 10GBP and a maximum of 50GBP.
Please note that orders cancelled while in transit will attract a cancellation charge to recover the cost of the return shipping. You should also note that we unfortunately cannot accept cancellation of products that are made to order / special order.
If you've misplaced your order reference and need to contact us about your order you can do so by calling and confirming your full name and delivery address to assist us in verifying your order and account.
If you registered for an account at the time of placing your order you will be able to find your order reference via the 'My Orders' option within the 'My Account' section of our website.
After placing your order you will automatically receive a copy of your invoice duplicating as your order confirmation. Unless specified we will also include a copy of your invoice in your order and should you require a digital version you can download this via the 'My Orders' option within the 'My Account' section of our website.
If you haven't registered for an account you can email us to register the order confirmation / invoice email to be resent.
Yes, we offer a 'Click & Collect' service from our EU depot and we will contact you when your order is ready for collection