Problems with Order
My package arrived damaged, what should I do?
Did your parcel arrive looking a little worse for wear? Hopefully the contents inside should be okay, as we ensure all items are protected within the package, but you should still let the courier know that you’ve noticed the damage at the door. If you are offered a slip to sign, make sure you note that the parcel was damaged upon receipt, otherwise tell the driver.
Once you’ve accepted the parcel at the door, check the contents. If any of your products look like they’ve been damaged due to the package getting a little battered along the way, head over to our contact page and send us an email. We’ll make sure it gets put right.
Some of my items are damaged, what should I do?
That’s not right! You should definitely get in contact with us if any of your order appears to be damaged or faulty. We’ll be sure to put it right for you. Just head on over to our contact page and send us a message. We’ll get back to you with an answer ASAP (usually within 24 hours during the week). Please remember to include your order number (found on the confirmation email) with your message so that we can help you sooner.
I didn’t order this. What should I do with items sent to me in error?
I’m not happy with my order, what can I do?
Sorry to hear you’re not happy with what you’ve ordered. If you’d like to return it for a refund, please contact us within 14 days of receiving your order, letting us know why you’d like to return the item and we’ll get back to you with a Returns Number. Find the returns label that was included with your original delivery and write the Returns Number where indicated, then peel off the label and apply it securely to your parcel.
Take the parcel to your local Post Office for despatch by Royal Mail. We always recommend you request a 'Proof of Posting' and please make sure you apply the correct postage.
Items must be returned as packaged, unopened and unused if you are returning it for any reason other than it being faulty, and in these cases we do not reimburse return postage costs. We are unable to accept returns of personalised items, perishables, batteries, CDs, DVDs and jewellery unless they are faulty. This guarantee does not affect any rights you have under the Sale of Goods Act or The Distance Selling Regulations.
An item is missing from my order.
My basket keeps emptying itself and I can't complete my order. What can I do?
Try clearing your Internet browser cache and cookies, that should do the trick! The option to do this can usually be found within your Internet history options. When you clear the history, you should also be presented with the option to clear the cache and cookies (if it isn't done automatically for you).