We are always happy to answer any of your questions and queries, if you cannot find the answer here please contact us.
Q. How can I get in touch?
You can contact us via email at email@example.com or speak to our customers services team on 01565 740777.
You can also ask us a question via the website by clicking on the green “help” icon in the bottom right hand corner of the website. We will endeavour to answer your questions as soon as possible.
Alternatively you can contact us by post at 12 Dalby Court, Gadbrook Business Centre, Northwich, Cheshire, CW9 7TN.
For all contact please include your full name and order number.
Questions about Delivery and Returns
Q. When will I receive my order?
Dispatch of Orders: We aim to process and dispatch all orders placed before 3pm Monday-Friday on the same day. Orders placed after 3pm or at weekends or bank holidays will be dispatched the following working day. Your chosen shipping method will then affect when you will receive your order. See below.
Shipping Times: The shipping time will depend on the method of shipping you have selected at the checkout.
We offer first and second class delivery via Royal Mail for orders up to 2kg. Orders over £39.99 are sent free of charge via Royal Mail 48 Tracked (unsigned) or Royal Mail 24 Tracked (unsigned) for orders over £60 and up to £110. All orders over £110 will automatically be sent via DPD courier or tracked service at no extra cost.
Items over 2kg will be sent via DPD courier and will attract an additional postage charge (£6.99 Next Day, £15.99 Special UK Postcodes* two working day service, £16.99 Saturday Delivery).
We also offer a free Click and Collect service from our offices in Northwich, Cheshire (CW9 7TN). We are open from 9.00 to 4:30, Monday to Friday but we are flexible. Simply call ahead.
For more details and international delivery please see
Q. How do I know when my order has been dispatched?
Email notification will be sent once your order has been dispatched. Please double check your delivery address is correct and contact us straight away if not.
If in the unusual situation there is an issue with your order, such as an item is unexpectedly out of stock or there is an issue with delivery, we will make contact with you. In these instances, we will keep you update via email or telephone to confirm the progress of the order.
Q. What happens if I want to add something to my order?
If you wish to add something to an order which has already been placed please contact us as soon as possible after placing the order via telephone or email. If the order is still with us we can add your additional items to the order. Please note that if your order has already been dispatched or if the additional items significantly increase the weight of the order you may need to pay increased postage costs.
Q. Do you have all the items that you sell on your website in stock?
Yes we do. All items on the website are in stock ready to be shipped.
Q. I have put in the wrong delivery details
Please contact us as soon as possible after the order has been placed if you have entered incorrect delivery details. You can contact us by email or telephone.
Q. How can I cancel my order?
Please let us know as soon as possible if you need to cancel your order. The easiest way to do this is to complete the cancellation form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation. If you use this method we will e-mail you to confirm we have received your cancellation.
Alternatively you can contact us via email or telephone. If you send us your cancellation notice by e-mail then your cancellation is effective from the date you send us the e-mail.
Q. I ordered over a week ago and my order hasn’t arrived
If you have not received your order please call us on 01565 740777 and we will try and track your order for you. If your order has been sent by a tracked service you can also check your tracking that way.
We use Royal Mail and DPD. See below for tracking links to these sites.
Royal Mail Tracking: https://www.royalmail.com/track-your-item#/
Q. Where can I order from internationally?
We mainly ship to the UK and Europe however we can post further afield to countries including Australia, New Zealand and America. Please contact us for shipping options and a quote for this service.
Q. Can I return a product I have started to use?
No. Unfortunately we cannot accept returns for any items which you have started to use. If an item is unused then it can be returned. If unused and in a saleable condition it can be returned or exchanged.
Q. What do I do if I find a product is out of stock?
If you need to purchase a product which is out of stock please contact us by phone or email and we will be able to inform you of when we will be getting it back in stock.
Q. How can I return an item?
You have 14 days to return items from the date on which you receive your order. The easiest way to return an item is to fill in our cancellation form on our website. If you use this method we will email you to confirm we have received your cancellation.
For more details on returns please see our delivery and returns section on the website.
Q. I have received a faulty product
If you have purchased an item which is faulty we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us. The 14 working day limit to request a refund does not apply to any item which is faulty. However for any items returned after the 14 day period, you are asked to provide a written explanation of the reason for the return.
Q. How do I make an account?
To make an account please go to our website and click on ‘My Account’ in the top left corner, here you can login or select ‘Create An Account’.
Q. How can I make a complaint?
If you wish to make a complaint please contact us directly via email, phone or post and we will do our best to deal with your issue.
Q. How do you use my personal information?
Q. How do I apply a discount code to my order?
This can be done in one of two places either
- Once you have added the items to your basket , if you want to view your basket, click on “View Basket” , there is an empty box with the words “Apply Coupon”, insert your discount code here and click on “Apply Coupon”.
- If you have not applied the discount code at View Basket, there is another opportunity to apply it at the checkout. Whilst in ‘checkout’, at the top of the page it provides a prompt “Do you have a coupon? Click here to apply your code”, click on the link and insert your discount code, you should then see your discount applied to your cost breakdown further down the page.