FAQs
Frequently Asked Questions
1. Q: How Do I Register on Your Site?
2. Q: Is it safe to pay online on your website?
3. Q: How much is delivery & who will deliver my parcel?
4. Q: I'm in the UK and my order is small - do I still have to pay £6.75 for delivery?
5. Q: Is it possible to have my order delivered to a different address?
6. Q: Do you have a shop I can visit?
7. Q: Do I have to pay by credit/debit card?
8. Q: Do you accept payment in other currencies?
9. Q: How will you package my order?
10. Q: I have just placed an order - how quickly can I expect to receive it?
11. Q: I have placed an order but haven't received a confirmation email - have you received my order?
12. Q: Will you tell me when my order has been dispatched?
13. Q: I need my order tomorrow can you help?
14. Q: I received an email today to say my parcel is out for delivery, but it hasn't arrived yet - what should I do?
15. Q: What happens if I am not in when my parcel is delivered?
16. Q: What if I receive a damaged item?
17. Q: What if I receive the wrong item?
18. Q: I don't like to order online, can I still place an order with you?
19. Q: Do you offer a Gift-Wrapping Service?
20. Q: Do you have a brochure or catalogue that you can send me?
21. Q: Do you offer bulk discounts?
1. Q: How Do I Register on Your Site?
A: You don't need to be registered with us to place an order. You will have the opportunity to register with our site during the checkout process when you place your first order with us. Once you have selected the products you would like to buy and and click on checkout you will be asked for your email address, delivery and billing details and you will be able to set up a password for your account. Next time you visit our website you will be able to login and see previous orders, the status of any orders that you are waiting for and when ordering again your details will be pre-filled for you. N.B. For your security your payment details are never stored by us.
2. Q: Is it Safe to Buy online on your website?
Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way. Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. So when buying through our site, you can be sure that you are completely protected. Please see our Security policy in our Terms & Conditions for further information.
3. Q: How much is delivery & who will deliver my parcel?
A: That depends where you are. For most UK addresses we have negotiated a flat rate with the courier UPS of £5.99 (including VAT) rising to £10.99 for Northern Ireland, and with Parcel Force of £13.99 some more remote parts of the UK. Please see our Payment & Delivery Page for full details.
For the rest of Europe (including the Channel Islands) delivery is with DHL and delivery charges are divided into three different zones depending on the country. Zone 1 £13.99, Zone 2 £17.25, Zone 3 £27.99. Please see our Payment & Delivery page to see which Zone you are in.
Please note all couriers charge a supplement for delivery to more remote areas of all countries and these areas are determined by the them and not us. The supplement is due to simple economics and not prejudice! Every courier has slightly different definitions depending on the location of their operations. As we charged more by the couriers for delivery to these areas we are simply passing on this surcharge to you.
4. Q: I'm in the UK and my order is small - do I still have to pay £5.99 for delivery?
A: Sorry but yes - we will still get charged the same by the courier whether your parcel weighs 100g or 30kg and we are simply passing the delivery charge onto you.
We don't profit from delivery charges - in fact we subsidise them substantially!
5. Q: Is it possible to have my order delivered to a different address?
A: Yes, you are given this option during checkout but this is only possible if the delivery is to a UK address.
For delivery outside the UK we will only dispatch to the registered billing address for card used for payment.
6. Q: Do you have a shop I can visit?
A: No we don't and it isn't possible to visit us to browse our products or make purchases in person, but local London customers are very welcome to collect their orders from us, please see this section of our website for further details.
7. Q: Do I have to pay by credit/debit card?
A: Yes. We are not able to accept cheques, or any kind of bank transfer or banker's draft.
8. Q: Do you accept payment in other currencies?
A: We currently only accept payment in Pounds Sterling (GBP). If you pay with a non-UK credit/debit card the amount charged to your card in your local currency will be determined by your card company's exchange rates.
9. Q: How will you package my order?
A: We take great care packaging your order and ensure that all breakables are well protected. We use a variety of packaging materials depending on the items you have purchased. To reduce environment waste, as much as possible we try to re-use the cardboard boxes that we receive our products in, and any filler we use is made from recycled materials and can be recycled.
10. Q: I have just placed an order - how quickly can I expect to receive it?
A: All orders are typically processed within a couple of working days subject to stock availability, but please allow up to a week. If you do need your parcel for a specific date please let us know as soon as you place your order so that we can tell you if this will be feasible.
The courier delivery service we use for most of the UK (with UPS) is a next working day service (although this is not guaranteed) and morning delivery is available for most areas.
Delivery to more remote areas of the UK is with Parcel Force and typically takes 2-3 working days after shipping.
Delivery for the rest of Europe is typically 3-5 working days from shipping.
Please note that we only dispatch parcels Monday - Friday, and delivery to you is Monday - Friday.
11. Q: I have placed an order but haven't received a confirmation email - have you received my order?
A: The order confirmation emails are created automatically but they might get stuck in your Spamfilter/Junk mail or perhaps your email address was entered incorrectly when you placed the order. Please login at the top right hand side of this website page and you should be able to see your order - if not then email us, quoting the order number that was given to you at checkout.
12. Q: Will you tell me when my order has been dispatched?
We will automatically send you an email from us when your order is dispatched, and you will also receive an email from the courier on the day your parcel is shipped providing you with access to the tracking information for your parcel. Please check your email Spam filter if you do not receive these emails.
Don't forget you can log into your account at any time and check to see if your order has been dispatched.
13. Q: I need my order tomorrow can you help?
A: We may in exceptional circumstances be able to dispatch your order the same day, but this depends on what you are ordering, when you are ordering and how busy we are. Please call us to discuss.
14. Q: I see from the courier's tracking that my parcel is out for delivery today, but it hasn't arrived yet - what should I do?
A: Deliveries to home addresses can be made up until 9pm in the evening, and at any time during normal working hours if delivery is to a business address. There is no way of finding out when delivery will be or of contacting your driver once your parcel has gone out for delivery. If doesn't arrive today please contact the courier with your tracking number.
Please note that we have no more information than is available to you on the courier's tracking system and have no details about when during the day your parcel will be delivered - that just depends on your local driver's route.
Please see this section of our website or further details about tracking deliveries.
15. Q: What happens if I am not in when my parcel is delivered?
A: A signature is required on delivery so if no-one is available you will be left a card by the courier and the courier will try again on two further working days. If no-one has been available to accept the parcel on any of these three occasions the courier will hold your parcel at their local depot and you will be able to arrange with them to collect it from there. Please note that if your parcel is returned to us, the courier do charge for this return journey.
We do strongly recommend that you only select a shipping address where someone is typically available to sign for your parcel - but don't forget you can specify your place of work, or the address of a neighbour or friend as your shipping address.
16. Q: What if I receive a damaged item?
A: Please keep the item and all packaging materials (box, wrapping, filler) and contact us by email within 24 hours of delivery. All of these items are necessary in order to make a claim against the carrier. You will receive a full refund of the purchase price.
17. Q: What if I receive the wrong item?
A: Please contact us as soon as possible. We may require that you email us a photograph of the item(s) received. We will either refund you for this item or replace it. Any return shipping charges as well as the original shipping cost if this was the only item in your order, will also be refunded.
18. Q: I don't like to order online, can I still place an order with you?
A: Unfortunately we can only accept orders placed online but we can assure you that your payment will be securely processed by Sage Pay, the UK's largest card processing company. At no time are we able to see or access your card details.
19. Q: Do you offer a Gift-Wrapping Service?
We do offer a gift basket service but we are unable to gift wrap individual items.
20. Q: Do you have a brochure or catalogue that you can send me?
Unfortunately not. We are continually adding new products to our vast range so a printed catalogue would be out of date very quickly. All of our products and up to date prices can be seen here through our online shop.
21. Q: Do you offer bulk discounts?
We offer free standard UK delivery on orders over £75 which is equivalent to an 8% discount on a £75 order. We do not offer additional discounts on large orders of a single product or on large orders of many individual products. Also, please note that the availability listings on our website are intended for single-copy orders.
