Delivery & Returns

Shipping & Delivery

FOR PRICES PLEASE CLICK ON SHIPPING COSTS

ORDERS ARE PROCESSED & DESPATCHED ON THE SAME  BUSINESS DAY IF PLACED BEFORE 3PM, SOME PLACED AFTER 3PM MAY BE SENT OUT BUT CANNOT BE GUARANTEED. THE CHOICE OF SHIPPING IS NOT FROM THE TIME OF PLACING THE ORDER BUT FROM THE TIME OF DESPATCH. IE 1st CLASS TRACKED MAY NOT BE NEXT DAY SERVICE FROM PLACING YOUR ORDER

WE ONLY USE ROYAL MAIL TRACKED AND FIND THAT THIS SERVICE IS PRIORITISED BY ROYAL MAIL. GENERALLY 1ST CLASS IS NEXT DAY FROM DESPATCH AND 2ND CLASS IS AN EXTRA DAY, ALTHOUGH THIS CAN'T BE GUARANTEED.

We are always complimented on our fast service which is really important to us.

In unusual circumstances, if the order is going to be delayed, or if a product is out of stock we will let you know.
Parcels in the UK are shipped as soon as possible, you can choose either Royal Mail Tracked 1st Class or Royal Mail Tracked 2nd Class at checkout.

NOTE: Sometimes the Royal Mail can take slightly longer in some areas due to reduced staff and higher volumes.  Unfortunately once its left us it is in the hands of Royal Mail but you can track your order.

AS FROM 1ST APRIL 2022, ORDERS OVER £75 WITH FREE DELIVERY WILL BE DESPATCHED 2ND CLASS TRACKED. TO UPGRADE TO 1ST CLASS TRACKED YOU CAN ADD ITEM 'FCT1' TO YOUR BASKET FOR £1 (THIS EXCLUDES HOUSES/BASEMENTS)

If you wish to cancel an order please inform us as soon as possible, if the order hasn't been shipped we can cancel it.

INTERNATIONAL ORDERS

International order are despatched via International Tracked and delivery costs are quoted at checkout prior to you committing to a payment method.  If your country is not included, please use our contact form to send a list of products required, together with your country, address and contact details. We will then contact you with a quote.

Outside of the UK, please note that your order may be subject to import duty and we cannot be held responsible for any import taxes or fees incurred on your order. The shipping cost will be shown at checkout but we can only despatch parcels up to 2kg per shipping paid, if it goes over we will contact you.

TRACKING ORDERS

You will receive a tracking number once your order has been collected by Royal Mail, this is automatically created by Royal Mail when your order has left us. Ocassionally when you are tracking you may get the following message but this means it hasn't arrived at your local sorting office not that it hasn't left us.

'The sender has advised they have despatched your item to Royal Mail. More information will be available when we've scanned it into our network. During exceptionally busy periods this may take a little longer than normal'

Once Royal Mail have marked the parcel as delivered we cannot accept any claims for parcels not received, this will need to be taken up with Royal Mail by the recipient. Unfortunately we have found out that Royal Mail will not deal with us once it is logged as delivered.

Not in for your parcel?  

If you are not in to receive your parcel, Royal Mail will leave a calling card detailing what you should do to retrieve your order, although a calling card isn't guaranteed, we advise customers to contact their local delivery office if your parcel is late. You can phone ahead rather than having to travel to your local delivery office and they will be able to check to see if your parcel is with them, if the parcel is being held at the delivery office you can request a redelivery which is usually next working day.

If you fail to collect your parcel, the parcel will be returned back to us, and we will require postage to be paid again by yourself before re-shipping the parcel back out, as this is an additional cost to ourselves, through no fault of our own. We cannot claim back postage costs via Royal Mail for unclaimed parcels.If you do not wish to have the order sent back out to you and wish to have your order cancelled we will refund the order minus the shipping costs. If postage to get the order re sent out isn't paid within 45 days of the order date, and attempts of contact has been ignored, we will issue store credit.

If an incorrect shipping address is supplied, we are unable to refund or resend your order. If the parcel is undeliverable, and is returned to us, we can resend the parcel out if the additional postage cost is covered by yourself to the correct address. We are not able to amend details after dispatch.

Returns & Exchanges

If an item arrives damaged or faulty, we will happily offer an exchange if possible, or a refund if out of stock. Any damages must be reported within 48 hours of receiving your order together with a photo of the damage. If you are asked to return the item please use second class post, you will be reimbursed up to £3.95

If you change your mind on a product, and it is in new and unused condition, we will accept a return but the item must be sent via tracked shipping and the cost must be covered by you. We will not refund the original postage cost. Returns are to be notified within 14 days and then returned within 14 days after that notification. Please allow up to 14 days for your refund to be processed. If your original order qualified for free delivery and the returns take it below £75 then postage will be taken off the refund.

Please email ahead of returns and exchanges first for this to be agreed.

Damages

Unpack the parcel carefully and please bear in mind that these are fragile items. We inspect goods before they are despatched and cannot accept claims for damages that have not occurred in transit.
Damages in transit should be reported to us within 48 hours of delivery together with a photo of the damage, so that a claim can be made on the carrier. Any delay will mean that we are unable to make a claim on our carrier and therefore unable to accept your claim for compensation. We will advise you about returning goods and replacement goods will be sent out once the returns are received and checked.