Most frequently asked questions...

Q1. When will my delivery arrive?
A1. If we have sent you a dispacted notification, your delivery will arrive the next working day by courier or the next 2/3 working days if sent by royal mail. Please refer to our delivery info page for more information.

Q2. I have placed an order but I still haven't received it?
A2. It is likely your items are on order with our supplier, this can take around 2-5 working days before the items arrive with us. Once your items have arrived into stock, we will dispatch your order via our normal method. Please refer to our delivery info page for more information.

Q3. I have had no email notification about my order, why is this?
A3. We do send emails about your order to the email address you provided however sometimes these emails end up in junk or spam boxes. If your mailbox settings are set to high sometimes our emails don't even make it through, please allow your mail box to accept emails from [email protected], you should now start receiving emails from us.

Q4. Why have I been charged more than once for my order?
A4. If your payment was rejected for any reason or you have attempted to pay more than once to try and pay for your order, your bank holds the funds for up to 7 working days before its reimbursed back into your account. Due to fraud rules if your billing address doesn't match your credit / debit card this can reject your transaction. Your bank account may show the transaction that you have paid however this is not the case, the bank is holding the funds temporary and this will be put back into your account.

Q5. Why is your delivery expensive?
A5. Unfortunately deliveries to certain destinations cost more, this mainly effects customers in Scotland, Northern Ireland and Overseas. Please refer to our delivery info page for more information.

Q6. I have placed an order online, can I add to it?
A6. If your order has not been dispatched then yes. You will need to place an order online for the additional items you require. Please contact us by phone so we can provide a Coupon Code which will remove the additional carriage charge at the checkout. Please note: Your order maybe delayed if we have to order your items in from our supplier.

Q7. Can I change my order?
A7. Yes you can however depending on the circumstances we may suggest to cancel and refund your original order and ask you to place a new order online. If you just want to cancel an item of your order we can simply just refund that item. Please contact us by phone or email.

Q8. Do you offer any trade discounts?
A8. All our prices are already heavily discounted. Please contact us to see if there is anything we can offer.

Q9. Do you offer a next day service?
A9. Yes, many items which we have locally are subject to next day delivery by default although this is not guaranteed. If you require products with in a time frame please contact us by phone to see if it can be achieved. A timed delivery service will be subject to an additional cost.

Q10. Can you ship internationally?
A10. No, all deliveries overseas have been suspended for the time being.

Q11. My order is for overseas (example Ireland), can I pay for my order VAT exempt?
A11. Yes you can however you will need to supply us with your VAT number at the checkout stage (please put your VAT number in the comments box). When you have placed your order we will refund you the VAT.

Q12. What does generally available from stock or to order mean?
A12. We either have the product in local stock or it is at our main distribution centre / supplier. Unfortunately we cannot show either or at this time. Please don't assume we have the immediate stock and you'll receive it the next day.
Instead we give an estimated time frame of 2-5 working days.

Q13. Why doesn't the total add up correctly at the checkout?
A13. This is usually due to the carriage charge being applied, the carriage charge shown is excluding VAT however applying the VAT @ 20% should make this correct.

Q14. Where can I download my Invoice?
A14. Login to My Account, then under the account section you can view your recent orders and can also download your sales invoice. 

Q15. My order was dispatched via the Royal Mail however my order has not arrived yet, how long will it be?
A15. When we mark your order as Dispatched via the Royal Mail, we generally use the 1st Class option by default which in most cases you will receive the next working day however please allow up to 3/5 working days before contacting us as the Royal Mail is not a guaranteed service. 

Q16. Why do you show some product listings with stock levels and some without?
A16. Please visit our new Stock Info page for more information

Q17. Why have you asked for the bank authorisation number after I have placed an order?
A17. Please don't be alarmed, every order recieved online goes through a fraud screening process after the payment has been taken. For sercurity reasons we cannot say what is checked during this process however, we may contact you to confirm that your purchase with us is genuine and we may ask you to confirm the banks authorisation number. You can obtain the banks authorisation number by calling your bank.
The banks authorisation number is a number we can see regardless, the reason for why we might ask you to confirm this number is to prove the purchase is genuine and to protect yourself and us from fraud.
Failure to provide the banks authorisation number if we challenge the transaction may result in your order being cancelled and refunded.