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Knowledgebase
Account management
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1.Account management
I am having problems logging into the website, what should I do?
I have forgotten my password. How can I reset it?
What is the Customer Support opening hours?
2.Ordering
Can I make an amendment to my order?
Are there any restrictions on what items I can order?
Can I place an order on the phone?
If I’ve placed an order on your site, am I able to amend it later?
How do I view my past orders?
I need to find out more information about a product, what do you suggest?
If I place an order and something is out of stock what happens to the rest of my order?
What happens if I am unable to check the contents of my goods at point of delivery?
Where do I enter my promotional / discount code ?
I have just received my order but there is no VAT Invoice?
Do you offer telephone support?
3.Payments
If I want to buy something from you, is my credit card number safe from hackers?
How can I pay for my order?
When do you take payment for my order?
4.Prices
I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened?
How are you able to offer your prices far more competitively than your competitors?
Other shops are offering cheaper prices, can you price-match?
5.Returns & Warranty
What is your returns policy?
I have been sent the wrong item, how do I report this?
How do I return a product to you for replacement / refund?
If I have a problem with a product that I have ordered from you, how do I get help?
I sent a product back for replacement. How long will it take until I get my replacement?
What is the time limitation for notification of claims on items damaged, lost or incorrect ?
I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?
What is the best way for me to return my items to you?
I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
Am I able to use returns online to report other problems or issues that I am currently having?
I have received an incorrect item, what should I do?
What happens if I receive my order and it is damaged, or there are items missing?
6.Shipping & Delivery
Where is my order? How can I track it?
I have not received my order? It may be lost in the post. What can you do?
If I place an order with you, will it all be dispatched together or in separate packages?
Where is the rest of my order? Only part of my order has arrived!
Can you ship my order to my work address?
If I am not home when the couriers try and deliver my order what happens to it?
I placed an order 2 days ago yet your site still shows pending, when am I likely to receive my order?
My order has been at the ‘processing’ status for over three days now, what should I do?
If I place an order over the weekend when can I expect to receive it?
Once my order has been dispatched can I request it to be redirected somewhere else?
Can you specify a timed delivery?
What shipping options are available to me?
How do I track my open order(s)?
What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?
Can I have my order left at my neighbours?
What happens if the courier confirms that they have lost my parcel?
What happens if I don’t receive my order and I placed it on a Next Day delivery?
What countries do you deliver to?
Can I swing by and pick up my order?
Can you please declare my item at a specified rate so I can avoid any import duty charge?
Items returned due to non delivery
Can you deliver to a BFPO address?
Can you leave the delivery in an agreed hiding place?
Can I collect my order from your warehouse?
Do I need to sign for my package?
Account management
I am having problems logging into the website, what should I do?
Please visit the login problems page here.
I have forgotten my password. How can I reset it?
Please visit here to retrieve your password.
What is the Customer Support opening hours?
We are open Mon-Fri 9am-5pm. Unfortunately we do not work weekends and bank holidays.