FAQ

Are my details secure?

Yes, our entire checkout procedure is hosted on a secure server, so any details you enter are encrypted as they are sent over the internet.

Do you take orders over the phone?

We are able to take orders and payment over the phone. Please call us with your order, we will process it, work out the shipping rate and then call you back for payment.  We can only offer this service whilst our shop is open.

 

How much is Postage?

Postage is calculated by weight, and is calculated as items are placed in the basket. You are not committed to buying until you go through Checkout, so you can change your mind if necessary. However, there is a maximum on UK orders of £20.00 for orders weighing over 22kg and a minimum order of £1.60. Some orders will be sent 'Recorded - Signed For', but this is at our expense.

 

How long will my order take?

Almost all orders are sent within 24 hours but may be up to 48 hours during busy periods eg. Christmas.  You will be advised by email when your order is processed and when it will be sent. If you need an order urgently, please make sure a note is added at checkout. Once it has left the Post Office, it is in the hands of Royal Mail. We send by Second Class Mail or by Courier in order to keep costs down for our customers. They aim to deliver within 3 working days. If we are shipping via courier you will be sent a tracking number via email.

Please note, once it leaves our hands we rely on Royal Mail and the Couriers.

 

Can I put instructions on the parcel?

Not really on Royal Mail parcels but you can on Courier parcels, but we will take no responsibility if parcels are 'left' some where.

 

My order has not arrived.

Please check your emails to see if there are any queries, and to see if it has been sent. Although Royal Mail aim to deliver within 3 days (3-7 for International) sometimes it does take longer. We can do nothing at this stage.

If it does not fit through the letter box, or it has to be signed for and no-one is in, usually a card is left with instructions as to what you have to do. This does not always happen, so it is worth checking with your neighbours or phoning your local Sorting Office – not the Post Office – to see if they are holding it for you.

Royal Mail do not consider mail as lost until 15 working days after the expected delivery date. We can do nothing until then. (Even then they make it almost impossible to claim.)

If it still does not arrive, we can refund you, or send a replacement.

 

My parcel or an item was damaged on delivery.

If the package is damaged and it is 'signed for' please note 'damaged' or 'not inspected' where you sign. Please keep all wrapping and packaging in all cases. Please let us know as soon as possible what the damage is. We can then decide the best course of action. Rest assured you will not be out of pocket.

 

Can I cancel an order?

You have the right to cancel any order within 7 working days for any reason, and return the item to receive a refund. If the reason for returning the item is not our error, postage will not be refunded.