FAQs

Products

How do I find our more information about a product?

We put as much information as we can on our product pages but if you can find what you're looking for please don't hesitate to contact us via our contact form.

How do I search for a particular product?

Simple, just type in what you're looking for into the search bar that is located at the top of each page, as you type if a word is matched you will see various options appear, of course if you need more help please use the contact form.

How do I know if a particular product is in stock?

Stock availability is indicated within the product info just under the price, sometimes it will tell you the exact quantity and sometimes it will say special order (this is usually the case with personalised products).

Orders

How do I place an order?

We ask you to complete the following simple steps to place an order:

  • Add the items you wish to purchase to your shopping basket and select the correct delivery method
  • Checkout
  • Go to secure payment
  • We will then ask you to login or if you are not yet registered with us you can do so at this stage, or complete your order as a guest
  • Complete checkout by entering your address details for delivery
  • Finally please enter your payment details

Can I order over the telephone?

Sorry not at the moment but we hope to offer that option soon

Is your website secure?

Yes it is, we use Stripe to handle all of our transactions so you can be sure your personal data is safe and secure. All major credit/debit cards are accepted. Our site is secured throughout with a Thawte SS123 certificate, Thawte's SSL certificates are 256-bit encryption enabled and boast the highest level of browser compatibility in the industry.

When do I have to pay for the goods?

Your card is charged once the payment process is completed and funds will be debited from your account several days later.

How do I get a receipt or invoice?

Once you have placed your order you will be either emailed one or you can log into your account and view your orders.

I'm buying an item as a gift, will the recipient see the price paid?

When placing your order simply click the box which indicates the item is a gift and the price will be hidden from the recipient.

Can I collect my order?

I'm sorry but we are an online retailer only.

Can I buy a gift voucher?

Yes you can buy them in multiples of £10, £25 and £50. It can be used at the checkout stage of your purchase. It can only be used on items you purchase and not redeemed against delivery charges. The voucher will be valid for 1 year from date of purchased and only one voucher code can be used per purchase. If your voucher has expired please contact us as we may still be able to help you.

How do I cancel or change an order?

Please see here for details on how to change or cancel an order.

How do I view my orders?

Just log into your account at the top of each page and you will be able to see your order history.

Despatch

When will my order be despatched?

We will endeavour to despatch your order as soon as possible once payment has been received, for personalised items and items sent from our 3rd party partners please allow approximately 3-5 working days for despatch. An email will be sent once the items has been sent to you. This will have tracking information if available. If you havent received an email please check your junk/spam email settings and add us to your safe senders list.

My order is saying despatched, when will I receive it?

Once your order has been despatched please allow approximately 3-5 working days to receive the item/s, if after this time you still haven't received it please get in touch. PLEASE NOTE WORKING DAYS ARE MON-FRI AND DOESNT INCLUDE BANK HOLIDAYS. Delays can occur for more remote locations and extreme weather conditions.

How much is delivery?

For orders up to £39.99 and delivered to the UK Mainland our standard delivery charge is £4, for orders over £40 delivery is FREE. 
PLEASE NOTE THIS ONLY APPLIES TO UK MAINLAND ORDERS, FOR ORDERS OUTSIDE OF THESE AREAS SUCH AS SCOTTISH HIGHLANDS ADDITIONAL CHARGES WILL APPLY STARTING FROM £6, CHARGES WILL BE SHOWN DURING THE CHECKOUT/SHIPPING STAGE.

Which couriers do you use?

We use a variety of couriers including Royal Mail and My Hermes.

Can you deliver outside of the UK?

Not yet but that option will be coming ASAP

Do I need to sign for delivery?

This all depends on who we use to send your order, some Royal Mail services don't require a signature but some of our couriers do.

Can you leave my parcel in a safe place or with a neighbour?

Again depending on the courier used we may be able to request this but please note it's at your own risk and neither ourselves or our courier can be held accountable for any loss or damage to your parcel.

My order is incomplete, why?

If you have ordered multiple items they may have been despatched from different warehouses, we will do our best to inform you if this is the case, occasionally an item will go out of stock or an error is made, again if this does happen we will contact you asap or please do not hesitate to contact us.

My order is damaged

If your item has been received damaged it's important to let us know within 7 days of receipt, in some cases we may ask for photographic evidence to be sent to us so the damage can be assessed.

How do I return a product?

Please see our returns and cancellations page here.