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Frequently Asked Questions
How Much Is Carriage?
Delivery to the United Kingdom: All orders delivered to the United Kingdom placed on our website are eligible for free standard delivery (2-4 working days). Further delivery options are available - please see Delivery Options for full details.
Delivery outside the United Kingdom: Orders delivered outside the United Kingdom will be advised a carriage charge by email shortly after we receive your order. Carriage charges are charged at cost and are specific for each order as they are calculated based on weight and volume. For full details please see Delivery Options.
What delivery options are available?
We offer a variety of delivery options to make it as easy as possible for you to receive your order and spend less time waiting at an address for delivery. For full details please see Delivery Options.
Will I be charged extra carriage if I request a part-shipment?
If you request a part-shipment you will not incur any extra carriage charges.
When will my order arrive?
Unless contacted by a member of the Customer Services team, your order will be delivered within the time you specify by the carriage option you choose or within 24 hours from your estimated despatch date. For all non-timed deliveries, delivery will take place by the close of business (normally by 5.30 pm). For full information on delivery options please see Delivery Options. For full information on estimated despatch dates please see Estimated Despatch Dates
What methods of payment are accepted?
We accept all major credit/debit cards and PayPal™ through our website. We also accept cash, cheque, postal orders and BACS payments for orders placed by phone.
BACS Payments:
Barclays Bank, Wellington
Account no: 10951846
Sort Code: 20 85 46
IBAN: GB15 BARC 20854610951846
SWIFT ID: BARCGB22
How will my order be delivered?
We use Royal Mail and DPD to deliver our orders dependent upon order size (volume) and value. Electronic tracking is available for all orders delivered by DPD.
Why do carriage charges not show up in my basket?
Carriage charges only appear during the checkout process when a delivery option has been selected and will therefore not appear in the basket. All orders delivered to the United Kingdom are eligible for free standard delivery (2-4 working days).
I am ordering from outside the United Kingdom, how much carriage will I have to pay?
Orders delivered outside the United Kingdom will be advised a carriage charge by email shortly after we receive your order. Carriage charges are charged at cost and are specific for each order as they are calculated based on weight and volume. For full details please see Delivery Options.
What will happen if I am not at my delivery address when my item is delivered?
If unfortunately you are not at your delivery address when delivery is attempted the driver will leave a card stating that delivery has been attempted and a second delivery will be attempted on the following working day. If you are again not at your delivery address when delivery is attempted a further card will be left with instructions on how to collect your parcel.
What do I do if I need to change or cancel my order?
If you decide you need to change or cancel your order, please contact us as soon as possible by calling us free on 08000 112 999 (International: +44 (0) 1952 56 56 56) and a customer service representative will be happy to assist you. If your order has already been shipped please refer to our returns policy.
What happens if any of the items I order are not in stock?
If unfortunately, an item you would like to order is out of stock you will see this when ordering with an expected lead time for that item. When completing your order we will provide you with an estimated despatch date for your complete order when all items are in stock. As standard, we do not part-ship orders. If you would like to part-ship any in-stock items please specify in the special instructions box during the checkout procedure. You can find out more about our estimated despatch dates by clicking here.