ORDER QUESTIONS
How can I track the status of my order?
If you have ordered from us you are able to track the status of your orders by going to the "Your Account" section of our website.
We have designed the main account page to clearly separate your latest three open (non-dispatched) orders from your latest three completed (dispatched) orders. To view all of your other orders simply click on "show all orders" link available from the orders table.
What do the order status names mean?
"Pending" means that we have received your order but have not yet started processing it.
"Processing" means that we are currently in the process of picking your ordered items from our stockroom and packaging them up ready for dispatch.
"Dispatched" means that we have dispatched your order using one of our delivery/courier services.
"Back Ordered" means that one or more of the items that you have ordered are currently out of stock and have been ordered from our suppliers for you. Your order will not be dispatched until all of the ordered items are in stock. If you wish you remove the out of stock items from your order, please visit the "Contact Us" page to let us know.
"Query" means that we are awaiting a response from you regarding a query on your order. If you have not received an email from us with the question, please visit the "Contact Us" page to let us know.
"Order Cancelled" means that your order has been cancelled and no further processing will take place.
"Refunded" means that you have received a refund for all or any of your ordered items. These items will be listed in the comments section.
Will I get a tracking number for my parcel?
This depends on what you have ordered. The majority of our orders are dispatched using traceable post or courier services. If your order consists of small items then it will most likely be sent using Royal Mail. Where a traceable delivery service has been used we will inform you of any tracking number when we email you informing you of the dispatch of your order.
Will you update me on the status of my order
Yes. We will notify you when your order has been dispatched. Additionally, if there are any problems with your order then we will contact you immediately.
How can I cancel or change my order?
If the status of your order is "Pending" then you can cancel or change your order by visiting the "Contact Us" page and selecting the appropriate option.
If the status of your order is "Processing" then it may be too late to change or cancel your order at this time. You should however visit the "Contact Us" page and select the appropriate option and we will endeavour to meet your request. If you later receive notification that your order has been dispatched then you should follow the returns procedure.
If your order has been dispatched then it is no longer possible to change your order. Under the Distance Selling Regulations we are more than happy to refund orders returned to us in accordance with our Terms and Conditions and Delivery and Returns policy. Please follow the instructions provided in the next question.
How can I return my order?
You must send an RMA (Return Merchandise Authorisation) Request to us by using the appropriate option on the "Contact Us" page of our website within 7 days, starting on the day after you receive the order. Please ensure that you quote your full name and order number.
We will then contact you with an RMA number and the address to where you should return the order. Do not use our business/administrative address for your return as it will be rejected.
You are responsible for return postage costs. Any goods returned by you must be returned in the original packaging and should be adequately insured. Returns must be received by us no more than 10 days after we have sent you an RMA Number and return instructions. We will refund all monies paid for the order (including delivery charges, if any) except for return postal charges within 30 days of your cancellation request. If we have not received your return within the 10 days after sending you an RMA Number then we are entitled to deduct the cost of recovering the order from you, up to the cost of your order.
DELIVERY QUESTIONS
How much does delivery cost?
Our delivery charges are based on the weight of the items you wish to purchase and your location. Our website will automatically calculate delivery charges for orders in the United Kingdom when you add items to your shopping crate. To place an order outside of the UK please contact us for a delivery quote.
We ship the majority of orders using Royal Mail 1st Class, 2nd Class and the Standard Parcels Service. Our current prices are:
Small Sized / Light Orders (*)
Medium Sized Orders (*)
Large / Heavy Orders (*)
Very Large or Very Heavy Orders (*)
We believe in fair prices and reflect this by setting our delivery charges in line with the actual cost of sending them. We do not make a profit on postage!
(*) Please note that the headings "Small", "Medium", "Large" and "Very Large" are guides only as an order consisting of one small but heavy item may cost more than several lighter items.
How long will it be until my order is delivered?
We aim to dispatch orders consisting of entirely in-stock items received before 1pm Monday-Friday on the same day. We use a number of different delivery services with a delivery aim range of 1 to 5 working days. Once your order has been dispatched we will provide you with updated delivery information, including a tracking number where available. The majority of our orders are received within 1-3 working days after dispatch.
Do I need to be home to receive my order? Can you leave it with my neighbour or in my porch?
This depends on what you have ordered. Many of our orders are sent using a traceable signed for service. If you are not home when our delivery service attempts to deliver your order then a card will be left to let you know and to help you re-arrange delivery.
You may also leave "special instructions" during the order checkout process where you can inform us of a "safe place" for your delivery should you not be home. Although we will pass these on to our delivery service we cannot guarantee that they can or will be actioned.
Why haven't I received my order yet?
We're very sorry to hear that you haven't received your order yet. If you haven't received your order within 7 working days after being notified of its dispatch then please let us know by using the "Contact Us" page. Please also check that you haven't been left a card notifying you of an attempted delivery.
OTHER QUESTIONS
A product that I would like to buy is currently out of stock, can I still order it?
We're very sorry that the item you want to buy is currently out of stock. Please visit our "Contact Us" page to enquire about stock availability where we will be happy to place a back order for you.
I'm having problems placing an order and/or using your website.
Please use our "Contact Us" page to let us know about the problems you're experiencing. So that we are able to rectify the problem as soon as possible please give us specific details including the nature of the problem and where it's occurring.
