General Questions
Q1) HOW RELIABLE IS PRODUCT ‘AVAILABILITY'?
A1: Product availability is updated daily, in case of an availability problem where the number of orders exceeds the current stock level, you will be informed by email or phone with an expected availability time for your order.
Q2) CAN I ADD ITEMS TO MY ORDER?
A2: In general once an order has been placed and payment validated the order cannot be changed or items added. You will need to orderseparately, or cancel the current order and place another one.
Q3) IS MONEY WITHDRAWN DIRECTLY AFTER I PLACE THE ORDER?
A3: Your details will go through a quick security check directly after the order is placed, your account will be charged when the items are dispatched.
Q4) WHAT PAYMENT METHODS ARE AVAILABLE?
A4: Payment methods available on internet orders are:
Visa Credit/Visa Debit/Electron/Mastercard/ /Switch / Maestro/Solo is accepted, but orders should be placed by phone with our sales team they will provide you with an order number to send with your payment. The order will not be processed until payment is received.
Q5) WHAT HAPPENS IF THE PRODUCT I ORDERED IS NOT IN STOCK?
A5: We will inform you via email or by telephone with an indication of the availability date. If this situation occurs we will dispatch your order as soon as we receive the product!
Q6) WHAT IS THE SECURITY CHECK?
A6: For your security every single order goes through a security check. In the case of your details failing this check you will be contacted by email/phone and asked for some alternate or additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so your order is delt with quckly.
Q7) WHAT DELIVERY OPTIONS DO YOU OFFER?
A7: Via the website the method of delivery will be automatically determined by the size and weight of your order, general process & delivery times are 3-5 working days (UK), 7-10 working days for orders with items out of stock, 7-10days for orders being shipped outside the UK (add 7 working days for items out of stock). These times can vary throughout the year but you will be informed via your conformation email of the approximate delivery time.
Q8) CAN I CHANGE THE DELIVERY ADDRESS AFTER THE ORDER HAS BEEN PLACED?
A8: From your second order onwards you can choose a different delivery address, if you wish to change this after the order has been submitted you will have to contact us ASAP by email or preferably by phone, we cannot guarantee change of details unless you receive confirmation.
Q9) HOW CAN I TRACK MY DELIVERY?
A9: At the moment there is no online tracking, but you may call a member of our customer service team if you have a query regarding tracking your order. Please make note of the expected delivery times before doing so.
Q10) HOW CAN I CANCEL AN ORDER?
A10: To cancel an order before it's dispatched please contact a member of our customer services team ASAP, and make sure you have conformation of this. Alternatively you could contact us via email, but due to heavy workload of mail we receive this may take longer to process, and again wait for confirmation. If the order has already been dispatched you may return it, but please check the Terms and Conditions first.undefinedundefined
Q11) HOW CAN I BE SURE THAT MY ORDER WAS CANCELLED/REFUNDED?
A11: Once your order has been cancelled/refunded you will receive an email confirmation, however please make sure you provide a valid email address and add our address to your favourites/contact/non-spam list.
