- Can I order from overseas?
- Can I change my order?
- Can I cancel my order?
- What do I do if there is a problem with my order?
- Do you offer a gift wrapping service?
- Do I need to login to my account to place an order?
- What happens if I forget my password?
- Why do you need my email address?
- I made a purchase via Paypal, will I receive a refund if I return it?
- Which payment methods do you accept?
- What is the security code I need during checkout?
- Do you save my payment details for my next visit?
- How secure is your website?
- What's your refund and exchange policy?
PLACING AN ORDER
Yes, you are welcome to place an order from overseas using one of our recognized payment methods. We are able to ship parcel to most E.U. If your country is not available you will need to have your items delivered to a UK address for collection or to be forwarded to you. See our Delivery options for details on the delivery services we offer in the UK.
Once you have placed your order and it has been confirmed, we are not able to make any changes. This is because our teams process the orders very quickly through the warehouse to ensure delivery is swift and this leaves no opportunity to change an order.
Once you have placed your order and it has been confirmed, the process of sending out your order and charging your card is very swift and we are rarely able to intervene before this is completed. The good news is if you do find you have placed an order you no longer require, our returns process is quick and easy! See our Returns Policy for details.
The Consumer Protection (Distance Selling) Regulations 2000 give you the right to cancel your order and receive a refund of all charges in certain circumstances. For further details on how to do this, please see our Terms and Conditions.
Contact our Customer Service team either by sending an email to firstname.lastname@example.org Our opening hours are:
Monday – Friday 09:00 to 16:30
We currently do not offer gift wrapping as part of our service.
MY ONLINE ACCOUNT
No, you can use our quick and easy Guest Checkout if you're in a rush and don't want to log in. Obviously we think it's best to log in so you can keep a record of your purchases, but the choice is entirely yours!
Don't panic! You can easily request a new password by clicking on "Forgot your password" on the login page. Your password will automatically be sent to your email address. We strongly recommend that you change your password immediately once we have sent it to you by logging onto your account and clicking on Edit Email Address/Password.
If you return the item by post within our return period you will still receive a refund via your Paypal account. See our Returns page for more information on how to return an item.
We accept Paypal, Visa, Visa Delta, Visa Electron, Mastercard.
The security code (or CVV2 number) is a three digit code usually displayed on the back of the card after the card number in the signature strip. The one exception is the American Express card where the number is a four digit code and appears on the front of the card in the top right hand corner.
It is a security measure that banks require for all transactions where the cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to have the card in your possession. If you cannot read your security code, you will need to contact your card issuer as we cannot accept a transaction without this code.
We don't automatically save your payment details, but if you want us to then just remove the tick from the box when you have entered your details. Your details will then be securely stored and you will not have to re-enter them when you place your next order. We have very high security standards and you can trust us to take good care of your details. If you don't wish to save your personal details then don't worry – you can simply re-enter your payment details each time you make a purchase.
As a way of ensuring all credit and debit card transactions are protected by the highest levels of security we have also implemented Verified by Visa (bVb) and MasterCard SecureCode (SecureCode) which together are known as 3D Secure. This is a security programme which allows you to create your own personal password, known only to you, for use as an extra security measure each time you use your Visa or MasterCard (including Maestro) to make purchases online.
Click here to see our Returns policy.
For any other details, please contact our customer service team.