Frequently Asked Questions
Please can you send me a catalogue?
Unfortunately, we do not print a catalogue - the best way to view our range is online, if you join our online newsletter we will keep you up to date with our news and special offers (don't worry, we won't bombard you with irrelevant information, we only send four or so per year)
I want to order an item but it's not on your website can you get it for me?
If you know exactly what you are after it is possible we can add it to our next order - delivery times can vary.
Have you got a shop or show room I can visit?
We do not currently have a show room to try items on or to return items. Our address shown on our website is offices only and we do not have any facilities for the public - we regret we cannot have customers call and collect goods or return goods.
Can you tell me where my local stockist is?
We are purely an online retailer and do not have this information.
Where is my order...?
We endeavour to despatch all orders on the day they are received and so your order should be delivered the following day if you chose our next day delivery service (working days, orders received prior to 2.15pm), within 3 days on our carrier service and up to 5 days using standard delivery. However, this is always stock permitting; we aim to hold all items in stock, however, there will be times when we are waiting for a supplier to fulfil backorders etc. If the item you have ordered is out of stock we will email you within 24hrs to advise you of an ETA.
If you haven't received your order within the above time frame and you are concerned please contact us either by email firstname.lastname@example.org or 0800 083 6418.
I have received my order and an item is damaged/faulty/missing, what should I do?
We very rarely experience problems of this nature however if you believe the goods are faulty or are damaged please contact our offices in writing within 3 working days to arrange returning the goods. We normally ask customers to return goods using Royal Mail and upon inspection, if found to be faulty or damaged we will reimburse the postage costs for standard parcel service only.
If an item is listed on your invoice and is not enclosed with your order, please contact our team immediately stating your invoice number.
Why have I have only received part of my delivery?
If we receive an order for multiple items and some products are out of stock we will despatch the items that are available - the remainder of your order will be despatched separately as soon as they are back in stock - don't worry you'll only be charged for the items as and when they are sent and of course there will only be one delivery charge. If you would rather wait and have all of the items despatched together please advise us in the shipping notes box at the checkout.
I have received my item but it is the wrong size, please can I exchange it?
We appreciate it can be tricky ordering the correct size - if you are unsure prior to ordering please ring and have a chat with one of the team. If the item needs changing please re-package it in the original packaging and a suitable protective outer and fill in the returns form which should have been enclosed in your parcel (or you can print one from here). As soon as we receive the goods we will email you to let you know and process the exchange for you.
For refunds please follow the above, however fill in the appropriate boxes on the returns form.
For more detailed information on any of the above please read our terms and conditions.