I live outside of the UK. Can I place an order?
Unfortunately, at the current time, we are only able to accept orders from customers within the UK and the Channel Islands.
How do I place an order?
- As you browse through the store, you can add anything that takes your fancy to your shopping bag. These items can also be removed at any stage prior to checkout, should you decide against them. The counter at the top of the page, next to the shopping bag, will help you to keep a close eye on the number of items you have placed into your shopping bag, along with their current combined value.
- When you are ready to pay for the items you have placed in your shopping bag you can do so in one of two ways:
1. Log in to your account. If you’re a new customer and haven’t previously set up an account you will need to register your details to create an account – this will mean that each time you shop with us you will only have to log in using the user name and password you’ve created. Having an account will speed up the checkout process as we’ll already have your details. This will also enable you to see the progress of your most recent order as well as view previous orders and create a “wish list”. Having an account will not mean that you receive our newsletter which provides details of promotions we’re running, new products and discount/money-off vouchers. To take advantage of these, you will need to sign up to receive the newsletter.
2. Checkout without creating an account - you will be required to complete various details so that we know who and where to send the order to, but your details will not be stored for future use. The drawback to this will be that every time you return and place an order you will have to complete these details again. In addition, you will not be able to view the progress of your most recent order or past orders as well as create a “wish list”.
Whichever way you place an order this will not affect your ability to use any promotional code that you may have. You will need to enter any promotional code that you wish to use at the “Checkout” stage.
- When checkout has been completed, you will receive an automated email confirming receipt of your order, providing the order reference number and confirming the details of your order; products selected, quantities and prices.
What if I’ve forgotten my password?
It happens to the best of us! In these instances, simply go to “My Account” and click on “Forgotten Password?” You will be required to enter the email address that you have previously registered with us. We will then send, via that registered email account, a new password, which, once you’ve accessed your account, can be changed again via your “My Account” to something more personal to you.
Can I really get my purchases gift wrapped for free?
Some would say that nothing in life is free, however, this really is! We provide a FREE gift wrap service; all you need to do is take advantage of it. You can do this by simply clicking the gift wrap “tick box” on the product page of the item/s that you have selected to purchase. You can also write a personalised message in the free-text box for us to send with the gift if you wish us to send it directly to the recipient.
Am I able to send the item I’ve purchased to a different address?
Of course! If you want to buy something for a present etc. we can send it straight to them, as long as the address is within the UK. Furthermore, we could gift wrap it for you.
As you proceed through the checkout process you are given the opportunity to amend the delivery address.
If you omit to amend the address at this point, email us straight away at firstname.lastname@example.org, along with your order reference number and the reason for the message in the subject header (this will ensure that the urgency of the message is fully appreciated as well as aiding us in finding the order details quickly). Please note that if this is not done immediately, we cannot guarantee that your instructions will be fulfilled.
Can I use more than one discount code at a time?
Afraid not!! Whilst we can’t blame you for trying, we only allow one discount/offer code to be used per transaction.
Furthermore, if you’ve been given a code for a discount off of your first order, and have used it once already, you won’t be able to use it again.
We are a business after all!
On the serious side though, we provide our products at fantastic prices and as such, believe that you are already getting an excellent price for anything that we sell.
What is the cost of delivery?
We have a "flat" delivery rate, whatever the size/weight for orders under £50. This is £3.95. For over £50 and over, the delivery is FREE. In both cases, everything is sent out via 1st Class Royal Mail in the majority of cases, or courier depending upon the size/weight.
What do I do if I notice that my order is incorrect?
Upon receipt of your order confirmation, please check it carefully to ensure that it is correct. If you notice any errors, please contact us as soon as possible so that we may stop the despatch of your order. Depending upon the error, we may be able to manually amend it. However, where this is not possible, we will have to cancel the transaction, refund your payment and ask you to re-purchase the correct item/s. Please send emails in relation to this to email@example.com along with your order reference number and the reason for the message in the subject header (this will ensure that the urgency of the message is fully appreciated as well as aiding us in finding the order details quickly). Please note that if this is not reported straight away your order may be sent with the incorrect item/s, and you will be required to send them back, at your expense, before we can either replace or refund them.
What if you’ve made a mistake with my order?
It can’t be said that this will never happen, as, where humans are involved there is always room for error. That said over the years that we’ve been sending out customer orders (and we’ve sent thousands), this has only happened once.
Should we get it wrong though, we will ask you to return the incorrect item; the return of which we will pay for. We’ll then substitute it with the correct one.
If you discover we’ve sent something you didn’t order please contact us via email firstname.lastname@example.org providing your order reference number and the reason for the message in the subject header (this will ensure that the urgency of the message is fully appreciated as well as aiding us in finding the order details quickly).
What do I need to do if I do not receive confirmation of my order?
If you do not receive this email within a 24 hour period**, or notice a mistake once you have received your order confirmation, please do not hesitate to contact us via our email address email@example.com advising us in the subject header that you’ve not received your order confirmation. In the main body of the message, please provide your name and address details, as well as when the order was placed and what you ordered.
**Please check that the email confirming receipt of your order has not entered your “Spam” folder, as this can happen. To stop this from reoccurring, simply save our email address into your address book.
How can I pay for my order?
We use a very secure payment gateway administered by Sage Pay, a huge company providing ecommerce payment solutions to businesses large and small. The use of their service enables us to make payment of your order as convenient as possible. As a result, this enables you to pay via credit or debit card as well as PayPal. If you are unable to use these methods of payment, you can send a cheque or postal order. Please be aware that this will elongate the process. We will be unable to despatch your order until, in the case of a personal cheque, we receive confirmation that it has cleared the banking process, and in the case of a postal order, we have received the postal order.
We are unable to accept cash.
Does the price shown include VAT?
We show all of our prices with VAT at the current rate; this being 20% at present. There are no hidden extras.
Can I return an item I’ve received?
Absolutely! Whilst we hope that upon receipt of your purchases, you will be happy with them, we understand that it can be difficult to imagine the item in its entirety based on a picture or two and a description. As a result, you can return a purchased item within 14 days of its receipt – please see our “Returns” page for full details.
What if my order arrives and something is broken or faulty?
Whilst we take great care in the way in which we package your purchases prior to despatching them, unfortunately there are occasions where breakages/damage can occur - please see our “Returns” page for full details.
What do I do if my order doesn’t arrive?
In our years of experience this is, thankfully, very rare. However, it does occasionally happen. Please contact us via email firstname.lastname@example.org in the first instance, providing your order number and the reason for the message in the subject header (this will ensure that the urgency of the message is fully appreciated as well as aiding us in finding the order details quickly).
Can I cancel an order if I've changed my mind?
Of course! You are within your rights to do so, although we hope that you don’t feel the need to. You have 14 days from receipt of the package to change your mind.
If you change your mind straight away, email us to advise, email@example.com, providing your order number and reason for the message in the subject header (this will ensure that the urgency of the message is fully appreciated as well as aiding us in finding the order details quickly). If your order hasn’t been despatched, we can cancel it straight away. However, if you notify us after we have sent your package, we will require you to return the order to us, in pristine condition and with the original packaging, at your own expense, before we are able to issue a refund – please see our “Returns” page for full details.
Will a signature be required when my package arrives?
We will always advise you in advance as to the delivery method that is being used to despatch your order. The delivery method used will be determined by what you have purchased. Some items are able to be sent out as Large Letters via the Royal Mail, and can be posted through the letter box as a result, whilst others may be parcels that won’t fit through the letter box. Where you were not able to accept delivery of a parcel you will have to collect it from your local sorting office, or re-arrange delivery with them. If collection from your sorting office is required it won’t necessarily require a signature. The packages that require a signature are those where the value or weight (either singular or combined) is high.
Are my personal details safe?
We understand the importance of protecting your personal information which is why we have chosen to use professional companies, in the form of SiteWizard and Sage Pay – please see our “Privacy” page for full details.
In fact, with the exception of us contacting you in response to a message you’ve sent, the act of setting up an account with us will not automatically result in you receiving our newsletter. If you wish to get information on promotions we’re running, new products, discount/money off vouchers etc., will have to sign up to receive our newsletter.
What are the benefits to me signing up for a newsletter, Facebook or Twitter?
If you agree to sign up to either our newsletter, Facebook or Twitter, or maybe all three, you’ll receive details of promotions we’re running, new products we’ve received, codes enabling you to obtain discounts/money off of your orders and details of events we’re exhibiting at.
Do you have a shop where I can come and view your range?
Yes, we now have two retail spaces within Hampshire. We call them our "Shops within a Shop". Please see the "Contact Us" page for address details.
For your convenience, our website is available 24 hours a day, 365 days a year.
However, our office hours for administrative purposes and the preparation/despatch of orders are as follows:
10.00am to 3.30pm, Monday to Friday, excluding Bank/public Holidays.
If enquiries are received outside of these hours, it is probable that a response will not be received until the next working day.
As much as we love our job, we sometimes need to take a break. Being a small business, when we take holiday there is no one to see to the day-to-day running of the business. Throughout this time however, orders can be placed, but will not be despatched until our return. During these times a message will be displayed on the “Home” page of our website advising this and our date for return.
I have a question that hasn’t been answered
If you have a question that you have been unable to find the answer to on this FAQ page, please do not hesitate to contact us. Simply go to the “contact us” page and complete the enquiry form.