Peace of Mind – Clear Answers to Potential Issues

You’ve acknowledged my order – what happens now?

Our dedicated team will confirm stock of your order with our warehouses. Once we’ve ensured your item is in stock we’ll take payment and send you a receipt with a delivery timescale. We like to make sure we can take care of your order personally, so if it was placed out of office hours we’ll normally do this for you the next working day.

I’m a bit worried where my payment details have gone – is your site secure?

For our customers’ security and peace of mind we use a fully secure and encrypted payment system (www.sagepay.co.uk). We never hold full card details within our system or office; this way we can ensure that your details are fully safe and sound. You will be clearly notified of any changes or variations to payment amounts before your order is processed. We only debit the funds from your card once we’ve fully processed your order. When your online order is placed it passes security checks and generates an ‘authorisation’ rather than debiting funds from your card at the time of order.

How long will my delivery take?

We aim to get all orders to our customers as quickly as possible and most orders are delivered within 1-3 working days. If your item is held within our own warehouses it can be delivered very quickly. If your item comes from another distribution centre it may take a little longer. Certain items are hand crafted by special order; it’s these that our manufacturers take time to prepare individually for you. We quote 28 days as the longest delivery timescale. Once your order is processed by our team we’ll advise you of the timescale for delivery. If you have any concerns or need an item quickly – just give us a call, we’ll always do our best to accommodate your needs wherever possible.

Your Website says Free Delivery on orders within the UK – do you ship internationally?

Our Free delivery service covers the majority of the UK mainland. Some items (sadly not all) can be shipped abroad at an additional cost. If you’d like to find out more about this please get in touch and we can advise you of the available options.

I live somewhere where couriers sometimes charge more for delivery?

Our free delivery service covers the vast majority of the UK mainland. In a minority of cases our couriers may apply a surcharge for delivery to certain postcodes. Sadly we have to pass this charge on to keep our prices the keenest online – if this is the case we’ll contact you to discuss before debiting any funds or shipping your item.

How do I know when my delivery will arrive?

Once your order is processed we’ll advise you of the delivery schedule by email. We use a number of couriers depending on item and location. Large items and palletised deliveries are usually booked in directly with you to arrange a convenient delivery date.

What if my item has sold out?

In the minority of cases where stock is not in the warehouse right now, we’ll contact you to let you know, advising you when your item comes back into stock. In this case we’ll try our best to offer a suitable alternative product for you.

Dissatisfaction

If dissatisfied with a product in any way, please return it to us for a full refund or credit within 14 days. Your return postage charge will also be refunded for mainland deliveries.

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Payments are taken via an SSL-encrypted connection to Sagepay - a secure payment gateway.

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