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Customer Help

 

 Click a link for further information to your question:

If your question has not been covered here please don’t hesitate to Contact Us we’ll get right back to you.

Using Our Website

You can navigate around the website using the dropdown category menus, individual product links on pages throughout the site.

You can also search for a specify item using the Search Box or use Site Map at the bottom of each page.

Most products have more than one photo; change the main image by clicking on the thumbnail image you want to see.

Images can be viewed in more detail by hovering over the main image for a zoomed in view.

Alternatively click the image for an enlarged view of the whole image; you’ll be able to scroll through all images by clicking on the left or right of the image.  To cancel the photo enlargement click close or the black area around the image. 

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Making an Order

All ordering is done online through our secure checkout process.  Sorry we’re unable to take your order by phone.

To order;

  • browse products, images & videos throughout our website
  • add the product/s you want to the cart by clicking add to cart at the bottom of each product page
  • view cart at any time at the top right of any page
  • when you’re finished shopping, click view cart, select your delivery method and click on checkout
  • complete your details and select payment method
  • follow the instructions on the payment pages
  • once payment is made and the order has gone through, you will see your order confirmation, we’ll also email an order confirmation shortly afterwards.

We accept Mastercard, Visa & American Express credit cards; Visa Debit, Visa Electron and Maestro debit cards, PayPal and Amazon Pay.

Our Terms and Conditions will be applicable to your order.

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Secure Customer Information and Payments

Please refer to our Privacy & Cookies Policy to see how we protect your information.

Our secure payment gateway providers are PayPal and Skrill.  They securely process card payments on our behalf.  You do not need to have an account to make a card payment on either. 

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Your Order Status – Notifications From Order to Dispatch

Once you have placed your order, you’ll receive some emails from us.  These emails are to update you of the progress of your order.

ORDER CONFIRMATION (PENDING) – An initial email summarising the order you have just placed with us.  You should receive this shortly after placing you order.

Your order will be queued in order of receipt and processed, we'll check payments and pack your order ready for dispatch within the timescales described (usually within 24 hours.  Where items have to made for you there maybe a lead time for that product, the status won't be updated until the product has been made and dispatched.  Pre-Orders won’t be dispatched until stock is received.

DISPATCHED – We have dispatched your order. Your order will be with you soon.  Please refer to the Delivery Information page for the expected delivery timescales for the service selected on your order.

You can check the status of your order at anytime by logging in to your account with your email address and password you used at the time of your order. 

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Pre-Orders

Some products may be available for ordering before it is available or out of stock.

We will indicate expected arrival dates on the specific product page.  These are given in good faith but are not guaranteed as this is outside our control and can change.

Pre-orders are dispatched to you as soon as stock arrives with us.

Please Contact Us for an update on any pre-order you have us. 

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Delivery Information

Please refer to our Delivery Information page for further details. 

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Where Is My Delivery - UK

Please check the Dispatch Times and the usual Delivery Times for your selected delivery method.

Please check your emails or login to check your order status to see if your order has been dispatched.  We may have also been in touch with you to explain any delays or if further information is required regarding your order.

If you have received a Something For You Card and need to pick up an item, the local Delivery Office location, contact information and opening hours are listed on the back of the card.  You can also rearrange delivery as detailed on the card or via the Royal Mail Website.

If your order has been dispatched and hasn’t turned up in the expected delivery time, it may be worthwhile to check with your local Delivery Office to see if Royal Mail has anything there for you.  Unfortunately we have found that sometimes a card isn't left at the delivery address.

Details of your local Delivery Office can be found by ringing 08456 050767.

Extreme weather conditions may have an effect on quoted delivery times.

The delivery times quoted as the usual time for the majority of deliveries but occasionally it may take a little longer.  If you’ve not received your order within 10 working days and you’ve checked the above, please Contact Us.

Should delivery miss the intended date and you don’t wish to have the parcel, please refuse the delivery and ask for it to be returned to sender without accepting delivery or opening.  Alternatively return the unopened package in the post; crossing lines over your address and write return to sender on the front, this won’t cost you anything.

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Where Is My Delivery - Europe

Please check the Dispatch Times and the usual Delivery Times for your selected delivery method.

Please check your emails or login to check your order status to see if your order has been dispatched.  We may have also been in touch with you to explain any delays or if further information is required regarding your order.

If your order has been dispatched and hasn’t turned up in the expected delivery time, it may be worthwhile to check with your local Postal Delivery Office to see if there is anything there for you.

Royal Mail needs us to wait 25 working days after the due delivery date before a delivery to be considered late, this is when we can take any action.

Extreme weather conditions may have an effect on quoted delivery times.

The delivery times quoted as the usual time for the majority of deliveries but occasionally it may take a little longer, due to customs etc.  If you’ve not received your order within 20 working days and you’ve checked the above, please Contact Us.

Should delivery miss the intended date and you don’t wish to have the parcel, please refuse the delivery and ask for it to be returned to sender without accepting delivery or opening.  Alternatively return the unopened package in the post; crossing lines over your address and write return to sender, this shouldn’t cost you anything.

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Where Is My Delivery - Worldwide

Please check the Dispatch Times and the usual Delivery Times for your selected delivery method.

Please check your emails or login to check your order status to see if your order has been dispatched.  We may have also been in touch with you to explain any delays or if further information is required regarding your order.

If your order has been dispatched and hasn’t turned up in the expected delivery time, it may be worthwhile to check with your local Postal Delivery Office to see if there is anything there for you.

Royal Mail needs us to wait 25 working days after the due delivery date before a delivery to be considered late, this is when we can take any action.

Extreme weather conditions may have an effect on quoted delivery times.

The delivery times quoted as the usual time for the majority of deliveries but occasionally it may take a little longer, due to customs etc.  If you’ve not received your order within 20 working days and you’ve checked the above, please Contact Us.

Should delivery miss the intended date and you don’t wish to have the parcel, please refuse the delivery and ask for it to be returned to sender without accepting delivery or opening.  Alternatively return the unopened package in the post; crossing lines over your address and write return to sender, this shouldn’t cost you anything.

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Returns - If you’ve changed your mind!

No problem! Just Contact Us to let us know that you want to return your purchase. You’ll need to return it to us within 28 days of purchase with the original paperwork enclosed.  We will only refund the cost of the Goods and not postage charges.

If you received free delivery on an order, a delivery charge of £2.99 will be deducted from your refund.  We will provide your refund within 30 days from the date the Goods are returned and received.

All Goods being returned remain your risk until received by the Company.  We recommend that you adequately pack, insure and return using a delivery method that gets a signature on delivery, proof of posting will not be accepted as proof of receipt.

You will be responsible for paying the return delivery costs you will also be responsible for the legal costs and retrieval costs involved should you not return the Goods.

Customised, personalised or items that have been especially made for you, including gift tins and boxes (after registration has been submitted) cannot be returned.

Goods can only be returned for this reason if they are in the manufacturer’s original new condition, unused and complete with all original packaging and the Goods can be re-sold, as new, without any additional work on the part of the Company.

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Christmas Present Returns

We understand that Christmas presents are bought in advance of Christmas and that you may need to make a return to us after Christmas.  This may be because the recipient doesn’t have excellent taste like you, or that they had more than one as a gift.

We extend our Returns – I’ve changed my mind! time scales (all other conditions still apply) so you can make a return to us.  It covers purchases between 15th October and 25th December.  Returns must be received by 31st January.

If you’d like to make a Christmas Present Return, please Contact Us by the 15th January.  

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Returns - Damaged, Faulty or Incorrect Goods!

If you order received is damaged, faulty or if it’s the wrong items, we of course correct this for you.

Let us know using the Contact Us page within 7 days of delivery.  We need the item/s returned to us with the original paperwork enclosed.  We will refund the cost of return postage incurred by you and replace the goods (subject to availability) once the Goods are received.  If you’d prefer a refund please state this when you Contact Us.  Refunds will be made within 30 days after receiving the damaged, faulty or incorrect Goods are returned and received.

All Goods being returned remain your risk until received by the Company and should be adequately packed, insured and sent using a delivery method that gets a signature on delivery, proof of posting will not be accepted as proof of receipt.

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