FAQs

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. Yes you can providing your order hasn't already been dispatched. You will need to place an order online for the additional items you require. Please put in the comment box at the checkout stage... (Order addition with order number #***** please refund additional carriage charge). 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. We cannot offer any further discount.

Q9. Do you offer a next day service?
A9. We can providing the products you require are in stock, please contact us by phone or by email. There maybe a charge for this service.

Q10. Can you ship internationally?
A10. Yes however we only have a small list of countries at the moment, please see our delivery info page for more information.

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 stock or have to order it in from our supplier. Unfortunately we cannot show either or at this time. Please don't assume we have the stock and you'll receive it the next day.

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. Unfortunately there is no way of downloading your invoice from our website at this time. We do send your invoice with your goods unless its a direct supplier delivery in which case we would email over an invoice for you. We can also email your invoice if you require a copy, please contact us by email and quote your 5 digit order number.

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.