Frequently Asked Questions

Frequently Asked Questions

Q: When will my purchases be delivered?

A: We aim to ship your purchases within 48 hours of receipt of the order. As soon as it is posted, you will be sent an email advising you of this. Please remember that emails may take a few hours to arrive. If we experience difficulties which will delay shipment, we will email you to keep you informed.

Q: Can I order even if you are out of stock?

A: Items in the catalogue are either in stock or can be supplied very quickly. Any item that we can no longer obtain is removed from the catalogue so you can order with confidence.

Q: How do I know if my order has been accepted?

A: As soon as your order has been processed and payment details confirmed on our secure server, you will receive an email confirming the order. The email will be sent to the address you have specified

Q: What do I do if I have a query about an item?

A: Go to the "contact us" tab on the side panel of the page. You can send us an email with your question. We monitor all emails several times a day and will reply promptly.

Q: How do I pay?

A: Our on line shop accepts all the major credit and debit cards.

Q: What do I do if the item is found on receipt to be faulty or damaged?

A: Please send us an email or telephone us straight away include your order reference and tell us what is wrong. We will endeavour to replace any faulty or damaged items and will arrange collection of the original shipment.

Q: How do I contact you?

A: You can send us a message or query using the "Contact Us" on the home page side bars. We receive lots of emails and endeavour to reply that day. Queries about products are answered first. General questions and those unrelated to products fall further back in the queue.

Q: What do I do if I find an error on the web site?

A: If you find an error or fault with the site, we would like to hear about it so that we can quickly put it right.

Q: What happens if you can't deliver the item ?

A: We will contact you if delivery is greatly delayed to give you the opportunity of deciding to wait or to cancel the order. If you decide to cancel or if we find that an item can not be obtained, a refund to your credit card will be immediately made.

Q: What use do you make of my personal details?

A: Your details are only held for the purpose of processing your order. They are not passed on to any third party or used for advertising purposes unless you have subscribed to our news and special offers register. Your credit card details are handled by our secure payment server which in the case of card queries can show us what went wrong with a transaction but not the card details themselves. See our privacy statement for further details. 

Q: What do I do if I have difficulties ordering on the web site?

A: Contact us by email or by phone if you wish. We can help you and can process the order on the phone or by your emails.