Frequently Asked Questions

Orders & delivery

  • What delivery options do you offer?

    For a full list of our delivery options and prices please see our delivery information page.

  • Can I track my order?

    Yes. We despatch all our orders via Royal Mail. Regardless of whether you choose to have your order delivered via standard, priority, special or recorded signed for service, you will be able to track your parcel's progress.

    When you receive your despatch confirmation, within the body of the email we will include a link to the Royal Mail website, which will then enable you to Track & Trace your parcel. Please be aware that information relating to your order may not be available to view immediately after it leaves us – if this is the case, please try again a little later.

    If you chose to have your order sent overseas, including via our international signed for service, please call us on +44(0) 1983 813 913 and we will be happy to assist you.

  • My order details are showing sterling, but I wish to pay in Euros. How do I change this?

    At the top left of our website you will see a flag and the currency you are using. If you wish to change this, simply click on the little arrow to the right of the flag and it will show other currency options.

  • Do you deliver worldwide?

    Yes, we deliver around the world to 80+ countries.

  • Can I have my order delivered to multiple addresses?

    If you would like to send orders to more than one address, please place a separate order for each delivery address.

  • I have not received my order, what should I do?

    If you have chosen to have your order despatched via standard UK delivery, please allow up to 7 working days for your order to arrive. If it is already after 7 working days, we recommend that you first contact your local sorting office to check if they are holding it for you. If they do not have your parcel, please call us on +44 (0)1983 813913 and we will be happy to investigate this for you.

    If you have chosen to have your order despatched via special or recorded signed-for delivery, including our International signed-for service, please call us on +44 (0)1983 813913 and we will be happy to investigate this for you.

  • Can I request for my order to be left somewhere if I am out when it is delivered?

    Yes, we are happy to include an instruction requesting that your parcel is left in a secure place such as a shed, a porch or with a neighbour. We are unable to include instructions that request that the parcel is left somewhere which is not secure, such as in the garden or in a bin. If you wish to request that your parcel is left in a secure place, simply select an option from the ‘If not in when delivering’ dropdown menu during Step 1 - Delivery of the checkout process. Deliveries which are sent using a service that requires a signature, such as Special Delivery and Recorded Delivery, cannot be left without a signature.

  • My order is being shipped outside the European Union (EU). Will I have to pay customs charges?

    If your order is being shipped outside the European Union (EU), customs charges and taxes may apply that you will need to pay directly. Please check these requirements with the relevant authority before placing an order.

    We may at our discretion require payment by bank transfer rather than by credit card prior to shipping.

  • Do you deliver to BFPO addresses?

    Yes, please enter your delivery address as normal during the checkout, selecting BFPO in the country field.

  • Was my order on the website successful?

    When ordering online, you can always double check that an order has been successful by checking your order history. To do this, go to ‘My Account’ and then select ‘My order history’. This will show you all successful orders along with the order status. If you experience any issues, please call our Customer Centre on 01983 813 913 to place your order over the phone.