We aim to process and dispatch all orders the same day up till 3pm however on busy periods your order may not be processed until the following day.
We use Royal Mail 1st class and APC next day courier
If spending over the qualifying amount you will be given free delivery on your order, however this is subject to change at anytime. Free delivery may not be applied to your order for a number of other reasons such as delivery address or certain item(s) in your order that cannot be sent without delivery charge.
Whilst we do keep a vast range of items in stock there are many lines we do not or that we only keep a small quantity of, meaning that although we do process your order usually the same day we may require to order in certain products or extra quantity of products to fulfil orders, depending on the product this can sometimes add a delay in getting your order to you, if the delay is more than expected we will contact you.
We hope you are happy with your purchase but if you change your mind for any reason we are happy to refund or exchange any product provided they are unused and in original condition and packaging and returned within 30 days of purchase.
Whilst we do our very best to ensure no errors are made when picking your orders we are only human and so mistakes do sometimes happen, if we have made a mistake with your order please contact us by either emailing us firstname.lastname@example.org or phoning 01388 777899 and we will amend any errors in whichever way we deem is most suitable.
Special order items (SPO)
We have several product lines that are special order, these products cannot be returned unless proved to be faulty, we may ask for photos of any faults to be sent to us via email for us to inspect.
How to start a return
We require you to email email@example.com to obtain the correct return number prior to sending items back to us, under no circumstances will we accept any returns that sent back to us without the correct return number, returns received without following the correct procedure may incur re delivery charges or re stocking charges.
All accepted returns must be sent back using a full tracked service and be packaged in a suitable condition to ensure the return is received in an acceptable condition, returns received back damaged due to poor packaging may also be refused and returned to you.
Whilst not required it can be helpful to email us with return tracking information.
Once accepted returns have been received we will inspect the item(s) and aim to issue a refund within 48 hours
If you require cancelling your order before we have dispatched it either due to lack or no stock you must cancel by emailing us via firstname.lastname@example.org and obtaining a cancellation number, cancellations will not be accepted in any other method. please let us know by email as soon as you can.
Delayed delivery / Lost parcels
On occasions despite shipping your order out within our time frame there can be delays in getting your order to you that is out of our control, with courier services (APC) we can often locate where your parcel is and why it is delayed and when delivery is expected or if it has been lost.
If you have chosen to use Royal Mail we cannot locate where your parcel is, why it is delayed nor when delivery might be due, the "tracking" number supplied by Royal Mail only tells us when the parcel has been delivered, this can sometimes mean your parcel is delayed due to incorrect handling and is not uncommon for parcels to be delivered a week later than expected, for this we cannot issue any refunds or to re send any goods till 10 working days after the expected delivery date given by Royal Mail have past.