I've got an account but can't remember my password/my password is not recognised. What do I do next?
We don't store your password anywhere on our system, so if you've really forgotten yours, simply on the 'Forgot Your Password?' link. You will automatically be sent a temporary password which you can then change to something else. Otherwise, call us on 0333 014 4452 option 2 and we can create a new one for you over the phone once we have verified your account.
I've got an offer code but the website won't accept it. What do I do next?
Firstly, ensure that you have entered the code correctly and that you have pressed the ‘Apply changes’ button to register the code with the website. If that doesn’t work then it is quite possible then that the offer code has expired. However, if you are having problems with the offer code on the website, please call us on 0333 014 4452 option 2 and we'll be happy to help.
How do I place an order?
Browse through the online store and simply click on the item you like, then once you have entered the correct quantity and size required if available click on ‘add to basket’. The items you’ve selected will appear on the right hand side for you to review before you complete your order. You have the option to remove any items from your basket before you complete your order.
When will my order be dispatched?
Provided we have all the items in stock, we aim to dispatch your order the same day provided it is placed before 1pm on a week day. If it is placed after 1pm or on a weekend/bank holiday, we will dispatch it the next working day.
How is my order delivered?
All items sent to the UK are sent by Royal Mail Recorded Delivery which requires a signature on arrival. We can track the items delivered once Royal Mail has attempted to deliver the item. If no one is at the delivery address to sign for the parcel, it will be taken to your local sorting office. Unfortunately, we are not able to leave any parcels with neighbours or at an address without a signature. We also do not deliver to PO Box addresses. All international items are sent International Recorded which again needs a signature on arrival.
What if some of the items ordered are not in stock - when is my parcel sent?
Parcels are only sent out once all the items are in stock. If you do require the items which are in stock then you will need to pay for an extra delivery charge. You can do this by calling us on 0333 014 4452 option 2. From time to time, some items are out of stock before the online store is updated. While we endeavour to keep the stock as up to date as possible, should an item no longer be in stock, we will contact you to inform you and, if appropriate, we will offer you an alternative. If we have no suitable alternative, we will refund your account.
My country is not listed in the website checkout - what can I do?
If your country is not listed or it does not allow you to deliver there, please contact us via email and we will look into any issues. Unfortunately we do not deliver to some parts of the world due to the post being unreliable. We also do not deliver to P.O Box addresses.
How can I track my order?
Once your order has been despatched by Royal Mail, your order cannot be tracked until they attempt to deliver it to your specified delivery address. Please allow 5 working days (10 working days for International Customers) before contacting us.
I haven't receive my order.
If you have not received your order please contact us by email on firstname.lastname@example.org or by phone on 0333 014 4452 option 2 and we will investigate immediately. In some cases customers do not add postage please ensue and double check that you have added postage onto your order.
My goods are faulty - how do I return an item?
Our apologies if you have received an item that is damaged or faulty. The simplest thing to do is contact us by email or phone as soon as possible and we will advise you on the best way to return an item. Any faulty or damaged goods must be returned to us within 28 days. As soon as we receive it, we will either refund your card or replace the item as requested by you. Unfortunately, we cannot replace goods that have been damaged due to improper use.
Christmas returns policy
We understand that people start their Christmas shopping early which is why we offer an extended returns policy for Christmas. Items purchased from the 1st November can be returned up to the 14th of January, otherwise the usual 28 days returns policy stands.
I've had a change of heart and no longer want my stuff - how do I return an unwanted item?
If you change your mind, or the product doesn’t look like you thought it would, then we are happy for you to return the item for a full refund. We will not be able to refund the postage costs or reimburse any charges for posting the item back to us. We advise you send any items Recorded Delivery as we cannot be responsible, or offer a refund should we not receive the item.
I've received the wrong item - what do I do next?
If we have inadvertently sent you the wrong item, our apologies for any inconvenience this may cause. Please contact us by phone or email regarding the return of the wrong item and despatch of the correct one. In this instance, we would gladly reimburse you for the cost of posting the item to us but would ask that you send all items Recorded Delivery to ensure they get to us safely.
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