Frequently Asked Questions
Please have a look at the following FAQs before contacting us.
We dispatch orders to our European customers on a daily basis. The delivery service we use is 'delivered, duty paid', which means that the goods are delivered to you with all VAT and duties prepaid by us, giving you reassurance that the price you see at checkout is the price you will pay and there will be no hidden extras or unexpected charges.
Once you have placed your order, a tracking number will be sent to you via email. If you have not received a tracking number via email, it may be that you have selected a non-tracked economy service. For any queries on this please email our customer services on firstname.lastname@example.org or call: +44 (0) 1377 253 000 and we will be more than happy to help.
The express delivery option for the mainland UK only. It is a courier next-working-day service (excluding weekends) provided orders are placed before 1pm. We aim to dispatch all express delivery courier orders placed before 1pm, on the same day.
We frequently offer coupon codes to customers via email or social media. To use these coupons, simply add products to your cart as you normally would and apply your coupon code on the right-hand side of the basket screen.
Coupon codes cannot be used in conjunction with other offers or for items already on sale. Coupons have a single use per person, within the expiry date.
For any queries on this please email our customer services email@example.com or call: +44 (0) 1377 253 000 and we will be more than happy to help.
Yes. If you would like to return a product, just post any unopened items back to us for a full refund.
We aim to dispatch all orders placed by 2.30pm the same day, our office opening times are Monday-Friday. Any orders placed on a Friday after 2.30pm will not be dispatched until our warehouse reopens on Monday.
VAT is applied to and included in all our prices. The price you see on our website is the price you pay inclusive of VAT. Custom charges apply to Norway.
For our UK & European customers, all import duties and VAT are included in the price. The price you see on our website is the price you pay. Custom charges apply to Norway.
Click the ‘Login/Register’ option at the top of our website. Under ‘Login’ select ‘Lost your password?’ Enter your email and click reset password. For any queries on this please email our customer services, who will be more than happy to help.
Yes. if you wish to cancel your order or make amendments to your delivery details, please contact us, on firstname.lastname@example.org or call: +44 (0) 1377 253 000 as soon as possible to ensure we can make these changes before dispatch. We aim to dispatch all orders placed by 2.30pm the same day.
If your order status when you log into your account says pending then your payment has not been received. If this is the case, please email us at email@example.com or call: +44 (0) 1377 253 000 and we will be happy to help.