Can I collect my online order from a shop?
Yes! We now offer a click and collect service from our shops. When placing your order, choose the free* click and collect option at the checkout and then select a shop from the drop down menu that appears. After your order is placed it should arrive at your selected shop in the next 3 to 5 working days. You will be notified by email when your order is ready for collection. *Orders under £15 are subject to a £2 delivery charge.
For more information, please visit our click and collect page.
How much does delivery cost?
It depends how fast you want it! Standard delivery costs £2.95 and takes around 5 to 9 working days to get to you, whereas our tracked service costs £3.95 and takes 3 to 5 days to arrive. Express delivery is £5.95 and takes 48 hours (up to 2 working days) for delivery.
Is there a free delivery option?
There is indeed! Spend £45 or more and your order can be sent via our free tracked UK standard delivery service. Just add £45 worth of items to your basket and the free delivery option will appear at the check out (make sure you select it!) All orders sent using our free UK standard delivery service take up to five working days to reach you.
Alternatively you can try using our free click and collect service. Just select it at the checkout and then choose a shop from the new menu option that appears. Your click and collect order should be at your nominated shop within 3 to 5 working days. For more information, please see our click and collect page.
What do I do if I’m not at home when my delivery arrives?It depends on the courier service, but generally they will post a note through the door to say that they attempted delivery, but you weren’t in. That note will also contain details about what you can do next to get your parcel. Your options usually include either re-arranging the delivery or heading over to a depot to collect it in person. It may have been left with a neighbour too. Read the card and it will tell you where to find your package and how to get it.
How much does delivery cost to EU countries?
Take a look below to find a detailed list of delivery costs for orders to EU countries outside of the UK. The correct delivery option will appear in the checkout after you have entered an EU delivery address.
For orders to Republic of Ireland the delivery charge is £10.
- Belgium, France, Germany, Luxembourg and The Netherlands: £7.95
- Andorra, Austria, Denmark, Finland, Italy, Monaco, Portugal, Spain and Sweden: £9.95
- Bosnia & Herzegovina, Bulgaria, Croatia, Czech Rep., Estonia, Greece, Hungary, San Marino (Italy), Latvia, Liechtenstein, Norway, Poland, Slovak Rep., Slovenia and Switzerland: £13.95
- Romania: £14.95
- Guernsey and Jersey: £5.00
Do you send orders outside of the EU?
Unfortunately, due to the huge variation in shipping costs to different countries we are unable to ship orders outside of the EU. We apologise for the inconvenience.
What is your express delivery option?
It’s brilliant! Pick our Express Delivery option on the checkout page and your order will be at your door within two working days. This service costs £5.95 and ensures your package is sent out ASAP with one of our speedier couriers. Order before 15:00 and your order should arrive on the next day (as long as it's not a weekend or bank holiday).
Where is my order?
If your order hasn’t turned up yet then there’s no need to panic. Please remember that all standard delivery orders take up to nine working days to arrive, whereas our tracked service is up to five working days. If your order hasn’t arrived within the promised delivery window, then there are a few things you can do before contacting us.
If you were sent tracking information for your parcel with the despatch email, this is a good first place to check as it should give you an approximate idea of delivery progress. During busy times there’s a chance that your order may have got held up at some point, so maybe it’s just running a little late.
We know it may sound a bit silly, but please check anywhere around the property that a courier could have interpreted as a safe place. Occasionally, if you’re not in to accept a delivery, couriers might leave your parcel somewhere safe for you to find it when you get back. This might be in a shed, tucked behind a back gate or with the neighbour. It might have been there all along!
If there are still no clues as to where your package has got to, please visit our contact centre and get in touch. We’ll get to the bottom of it!
How long will it take for my click and collect order to arrive?
Click and collect orders take three to five days before they are ready for collection. This is because they are picked and packed in our warehouse, then shipped to the shop as part of their next stock delivery (which happen at least twice per week). When your order arrives at the shop it is scanned in and then an email is sent to you, letting you know the order is ready for collection.
What happens if I am unable to collect my click and collect order?
Click and collect orders will stay in the shop for 14 days after delivery. If you are unable to pick it up within this time frame, but still intend to do so, please email [email protected] and we can arrange an extension. If we receive no contact from you within the 14 days and your order remains uncollected, your items will be returned to stock and your order refunded. In this instance, a £2.95 restocking fee will be deducted from your refund and any delivery charges (if applicable) will not be returned.
How long will it take for my order to be delivered?
Orders placed with standard delivery generally take between 5 and 9 working days to arrive. Tracked delivery is slightly faster and should arrive within 2 to 3 days, although this option costs a little extra. Express delivery orders are quicker and arrive within 48 hours, although please bear in mind that couriers do not generally deliver on weekends or Bank holidays. Click and collect orders generally arrive at shops within 3 to 5 working days.
We get very busy around peak times, such as sales and Christmas, in which case your order may take a little longer to get to you. Don’t panic though! Our warehouse elves are working as fast as they can to get your order out the door and to your house. It will be with you soon.
Will my order arrive before my birthday/Christmas/a specific day?
If you’re ordering with a specific date in mind it’s very important that you’re aware of our delivery times. Orders sent via Standard Delivery take between 5 and 9 working days to arrive, so it might be a little safer to pay £5.95 for our Express Delivery service. This ensures that the parcel gets to you within 48 hours (two working days) and is the fastest way for us to get an order to you. If you place the order before the cut off point your order will be delivered on the next working day.
As we get closer to Christmas, we will clearly advertise the last order date to ensure you get your presents in time.
Can I send my order to a different address, such as my work or as a gift to someone?
Definitely! At our checkout page, after you have entered your billing address, uncheck the box labelled ‘Deliver to the Same Address’ and then select ‘New Address’ from the drop-down menu. We can despatch your parcel to any address, including your place of work. However, we do need to have your billing address (where your card is registered) as well as your delivery address to authorise your payment. Please ensure that we have both addresses.