Frequently Asked Questions

Can I cancel my order?
We appreciate that circumstances can change suddenly and this means you might need to request a cancellation for an order. If this is the case please contact us via email or our contact form on the site.

We are unable to process cancellations over the phone, we need confirmation in writing.

How long will my order take to arrive?
We aim to ship all in stock orders on the day they are placed. This means that the majority of orders arrive the very next day (UK).

European countries typically take 3-5 days to arrive but vary depending on location.

What is the status of my order?
When you log into your account you will see a section entitled ‘My Orders’. In this section you will be able to check all of your previous orders. You can contact us with your order number for further information. Additionally please keep an eye out for our weekly automated update emails. These emails will contain a line-by-line breakdown for your order with statuses of each item. The statuses are as follows:

  • Picked – once all items are of this status the order will ship.
  • On order with supplier – this item is awaiting a delivery from supplier (also used for pre-order items)
  • Shipped – this item is on it’s way to you!

If you need any further assistance please contact us.

What about import taxes?
If you live outside the UK you may be subject to import taxes or customs duty. We are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges, if any, you may be liable for.

Please don’t ask us to doctor the CN22 Customs Declaration sticker on your package.

We currently ship using a “Delivery Duties Unpaid” service. This means we charge no taxes for non-UK deliveries.

What if my order does not arrive?
If your parcel does not arrive when expected please check the tracking information provided in your dispatch email, if the tracking does not offer any help please contact us.

I received my parcel but the contents are damaged, what can I do?
If the package arrives at your door with external damage please do not accept the parcel, once accepted couriers may refuse a claim. Please contact us should your goods arrive damaged or unfit for purpose. We will ask you for photo’s of the damaged goods as well as any damage to the packaging it was sent in. We can then contact the couriers and arrange replacements for you. Please do not begin using damaged products, once they have been used we are limited in our ability to replace them.

My order was incomplete, what do I do?
In the event that your parcel is missing one or more items that you were expecting please complete the following steps:
1. Double check all items against your order confirmation.
2. Contact us with details of the missing items.
3. We will endeavour to contact you back within 1 working day.
4. If necessary we will post out a courtesy order of the missing item at no expense.

Please note that we will only ever post out one courtesy order per order placed. In the event that a second courtesy order is requested postal charges may be requested.

I want to return my Order
Not a problem, whatever the reason you are welcome to return an order, please see our refunds policy for more information.

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