Shipping & Returns
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.
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.
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.
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, please contact us via the contact page, email or call 01768 779800 as soon as possible. If for any reason you are not satisfied with any product you have purchased from us, you may return it to us and obtain a full refund of the price of the returned product (excluding the cost of delivery if paid by us). If we have supplied an item in error or it is faulty, we will credit your return postage costs by arrangement.
Please contact us within 7 working days if you are returning an item. 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. Any delivery charges paid by us (free shipping) will be deducted from the refund payment. If you have paid by Paypal, as per their terms of trading we reserve the right to deduct their commission, as they do not refund this part of your payment to us. 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.