QUESTIONS AND ANSWERS

 

How soon before we despatch your order?

We aim to despatch all orders within 24 of cleared payment.  

 

What method of delivery do we use?

All orders are sent via Royal Mail 1st class as standard.  You can choose an upgrade to next day courier, the cut off time for this option is 12 midday.

 

Do we post worldwide?

We can post most items worldwide however the postage will differ from the UK prices and orders do not qualify for the free postage offers. 

 

What if your parcel has not arrived?

If you consider your order is taking longer than anticipated please contact us and we will look into the matter. Royal Mail will not class an item as lost until 15 days have passed. Courier deliveries are generally next day delivery - this is the next working day from the date of collection from us but if your parcel is sent on Friday delivery will not be until the following Monday.

 

What if your parcel arrives damaged?

We always package our parcels with care and use quality packaging materials to ensure a safe delivery. If, however, your parcel arrives with visible damage please make this clear when you sign for the parcel and notify us immediately if the contents are damaged, this is very important as there is a very short time frame to report damaged items to the couriers once it has been delivered.

 

What if you wish to cancel your order?

Orders can only be cancelled providing they have not been despatched.  If you wish to cancel after despatch you can return the items for a refund as long as they remain unopened, any p&p is non refundable in this instance.

 

What if you wish to return your items?

Genuinely faulty or incorrect goods will be replaced or money refunded, however we must be advised of any faulty or incorrect goods immediately upon receipt of the item.  It is your responsibility to pay for and ship the item back to us. If the item is found to be faulty or incorrect, we will also refund the postage (proof of your postage costs will be required).  Unless the returned items are faulty or incorrect, any p&p will not be refunded and will be deducted from the refund given - we do not charge any handling fee.  All unwanted items must be intact and unused in their original packaging for resale, please ensure you package the items securely as damaged returns will not be refunded, you will need to claim through the appropriate postal services.  If unwanted returns were purchased with free postage then any refund will have the appropriate postage costs deducted from the final refund to you,

 

Will we keep you informed as to progress of your order?

Yes, we know it is important to keep in touch so we notify you at each stage your order, confirmation of order/payment, when your order is being processed and finally despatched.  We will let you know immediately if any problems arise but this is very rare!  Please ensure your registered email address is correct so you can receive all communications from us.

 

Finally, your custom is very important to us - if you have any questions or concerns please feel free to contact us.  We respond to every email received, if you do not receive a response within 24 hours please resend your message as there may be a communication problem.