If you need any help when purchasing online, then please take a look at some of the frequently asked questions below:
I've got an account but can't remember my password?
Due to protection, we don't store any passwords on our system, so if you have really forgotten yours, simply click on the 'Sign In' section and select 'Forgot your password' link. You will automatically be sent a link where you can then rest your email.Otherwise, you can call 0333 014 4452 (option 2) and we can help you with your account issue.
I've got an offer code, but the website won't accept?
Firstly, ensure that you have entered the code correctly and that you have pressed the 'Apply' button in order to update with the code on the website. If this doesn't work then it is quite possible that the offer 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 assist.
How do I place an order?
Browse through the online store website 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 cart. The items you've selected will appear on the right of the screen in order for you to review and complete your order. You have the option to remove any items from your basket before you complete the order. If you would like your items posted, please ensure that postage is selected as we do require payment.
When will my order be dispatched?
Provided that we have all the items in stock, we aim to dispatch your order the same day provided that it is placed before 2pm on a weekday. If it is placed after 2 pm, or on a weekend/bank holiday, we will dispatch the next working day.
How is my order delivered?
All items that are being sent in the UK will be sent by Royal Mail Recorded Delivery. This will require a signature on arrival. We're able to track the items delivered once Royal Mail has attempted to deliver the item. If no one is at the delivery address to sign for a 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 deliveries are sent via International Recorded delivery 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 items are in stock or once an agreement between the customer has been made in relation to a refund or alternative. If you do require the items which are in stock to be posted, 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 (firstname.lastname@example.org) and we will look into any issues. Unfortunately, we do not deliver to some of the 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?
Your order cannot be tracked until Royal Mail have dispatched and attempted to deliver to your specified delivery address. We advise that 5 working days (10 working days for International Customers) are given before contacting us. The website for Royal Mail tracking is as follows: https://www.royalmail.com/track-your-item
I haven't received my order.
If you have not received your order please contact us via email on email@example.com, or by phone on 0333 014 4452 (Option 2) and we will investigate immediately.
In some cases customers do not add postage, please ensure 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 easiest thing to do in this situation is to 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 receive it, we will either refund your card or replace the item as a request 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 returns policy stands.
I've had a change of heart and no longer want my items- how do I return an unwanted item?
If you change your mind, or the product doesn't 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 receive the item.
If I receive the wrong item- what do I do next?
If we had 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 dispatch 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 that they get to us safely.