Customer Services

Delivery & Pricing

For all deliveries of all orders to a UK mainland address under £50.00 in value, we have a flat rate delivery charge of £3.99. Orders over £50.00 are delivered free of charge. For deliveries to destinations other than UK mainland, we currently have to obtain individual quotations for the delivery and will contact you with the best quote to confirm whether acceptable to you before proceeding.

Deliveries are usually made by courier within 1-4 days, the time frame dependant on the time you place your order* and whether we have stock in our UK warehouse, or need to ship from our Netherlands warehouse.

We do our best to ensure that our bottom line delivered prices are always competitive.

*Orders placed after 2pm Monday to Friday are likely to be shipped the next working day.

Returns & Faulty Goods

If you receive goods from us that have been damaged in transit or in some other way have not reached you in a satisfactory condition, you will be entitled to a full refund including carriage charges, or replacement of the returned/collected goods.

If for some other reason you are not entirely happy with your purchase, you may return it to us* in its original condition within 14 days of receipt, undamaged and unused, for a refund. Once received and checked we will refund you the purchase price less any delivery or collection charges incurred by us. If requested we are happy to produce proof of the transport charges we have incurred.  Your statutory rights are not affected.

Please ensure you enclose all your details including the reason for return - if possible please enclose your original delivery note or a copy of your order confirmation email. We would also advise you to return your items to us using a 'signed for' service.

*Please Note: YOU MUST CONTACT US BEFORE RETURNING ANY ITEM TO ENSURE CORRECT RETURN ADDRESS AND AUTHORISATION CODE.

If you wish to cancel your order before receipt, you will receive a full refund as long as the goods have not yet been despatched. 

Terms & Conditions

How do I order goods?

Browsing our website, use the "add to basket" or "add" buttons to select an item and you should see the basket details at the top right of the screen show the addition. When you have selected all the items you need, click on the "basket" at the top right of the screen to complete your purchase using our secure checkout.

Accepted Payment

Payment may be made by many different methods. Paying online is simple and secure; we accept Mastercard, Visa, Switch/Maestro, Solo cards and PayPal. We authorise all credit/debit card orders in 'real-time' and an e-mail will be sent to you acknowledging and detailing your order. We don’t usually debit your credit card until your goods have been despatched, the exception being special order items or if the ordered item/s are manufactured/supplied to order, as may be the case if we put together a bespoke package.

Online transactions are processed using the ishop system, which has a long and successful record of processing online credit card transactions safely and securely. Security systems are monitored 24 hours per day, 7 days per week and 365 days per year. ishop is an approved payment solution provider for Barclays Merchant Services, Nat West Streamline, HSBC and The Royal Bank of Scotland and is regularly vetted. The highly publicised “verified by visa”, or “3D Secure” authentication system has also been implemented on our website for added security.

Our shopping basket also gives you the option to place an “Offline" or "Telephone Order”. If you place an offline order we will raise a pro forma invoice and you will be contacted by one of our representatives to arrange payment. This will usually be by bank transfer or BACS.

Privacy Policy

We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal data in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2011. See the main Privacy Policy Section for full details.

Security Policy - Anti-Fraud Measures

We operate a strict security check procedure, to ensure that your credit card details are being used by only you. This may occasionally delay the dispatch of your items if any of the following are applicable:

  • The card used is not registered with "verified by visa" or "3D Secure".
  • Your order is being delivered to an address other than that registered to your credit card.
  • Your card details are not available for address verification from the bank (usually cards registered overseas).
  • Your card details have failed the address verification from the bank.
  • The security number on the reverse of the card has been entered incorrectly.
  • The order is for delivery overseas and in particular, non EU destinations.

All orders, regardless of their value are checked thoroughly and in the event of your order being held for any of the reasons above, one of our representatives will contact you within 24 hours of placing your order (excluding weekends and bank holidays) by phone or email. You may then be asked to email or fax confirmation of your details and proof of address, change the delivery address, confirm by post your billing address, or use different card details.

We cannot be held responsible for any delay on your goods and the order will not be considered confirmed until you have verified your details with us and we recommend that you register your card with “verified by visa” or “3D Secure” to help avoid these potential delays.

Order Cancellation

In accordance with the consumer contracts regulation 2013 you have the right to cancel your order for any reason until 14 days after receipt of the goods, unless these goods comprise a bespoke, made to order, or trade package. Please refer to the "Returns & Faulty Goods" section for further information.

Complaints

Please contact us and we will always do the best we can to find a satisfactory resolution to your complaint.

In the unlikely event that we do not resolve your complaint to your satisfaction, you can refer it to your local Citizens Advice, or an alternative complaints body such as The Retail Ombudsman (www.theretailombudsman.org.uk), which is competent to deal with consumer complaints, should you wish to use such a scheme.

Please note that retailers are not bound by any recommendation which The Retail Ombudsman might make. Alternatively, there is an Online Dispute Resolution (ODR) site, which is an online, interactive portal for consumer complaints relating to online purchases only. This can be accessed via: www.ec.europa.eu/consumers/odr. Please be aware that in these cases it is likely that your complaint will be forwarded to the local alternative complaints body chosen by the parties in any event, such as The Retail Ombudsman referred to above.

Other Information

Privacy Policy

Unless we are required by law to do so, WE DO NOT SHARE your personal information. We also do not sell or lease your personal information. We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal data in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2011.

We only collect personal information when you order an item from the website, enter a competition or subscribe to our mailing list. In these cases you will be asked to complete some, or all of your personal details in order to process the relevant request or order. These details are passed to our accounts system via a secure server and not available to any other parties other than our Payment Solution Provider – ishop. ishop will not use your details for any reason other than the processing of your order.

All information is collected lawfully and in accordance with the Data Protection Act 1998. Many areas where we collect information will have an opt out option, so you can ensure that you do not receive any further information from us. If there is no opt out option (for example on the secure order form), you can still safely assume you will not be added to our mailing list.

We only send e-mail and/or other post to customers who choose to receive them and never more than one or two per month excluding order related confirmations etc. You will always have the option to be removed from our mailing list and we never pass your information on to any third parties.

By continuing to browse our site, you consent to our placing cookies on your computer (unless you have chosen to disable them via your browser).

We use cookies within the ordering process on the website to allow the shopping basket to function. Our site also uses cookies to monitor traffic and site usage; we currently use services from Google Analytics. By accessing, browsing or otherwise using our website you confirm that you have read, understood and agree to this Privacy Policy.