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Ordering Process

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2.1 What happens when I place my order?

When you place your order it is logged into our ordering system awaiting despatch. Everyday all the orders, placed up to midnight the day before, are printed and sent to the warehouse, where they are picked and packed. Once they are ready for despatch a carrier label is attached to the parcel and they are placed into a cage, ready for the carrier company to collect the goods. At roughly 1pm everyday our carriers come and collect our day’s consignments. These are then taken to the relevant carrier hubs where they are sorted, by postal address, and forwarded onto the correct area. Generally the carriers ferry the consignments about during the night, when the roads are quite. The following morning the consignments are delivered to the local depot, where they are sorted one final time, before they are loaded onto smaller transit vans. These drivers then deliver the parcels to you - our customers.

2.2 Will I receive an order confirmation via email?

Once you order is placed you will receive four emails. The first email will contain your order details; the items you have ordered, the billing and delivery address and the total cost. If it has been requested, as part of the check-out process, the second email will provide invoice details. These emails are normally received within minutes of placing your order, so if you have not received a confirmation email, we would suggest that you contact us to confirm that your order has been received.

The third email will be sent to you once your order has been despatched, this will contain your tracking number and inform you of the carrier used to despatch your order. The fourth and final email will arrive between 7 and 10 days after your despatch email, it will simply ask you if you have any comments, feedback or thoughts about our service, the products and the speed of delivery. We value our customers’ opinions, so we do like to hear your thoughts.

2.3 How I do receive my receipt?

We do not post receipts out to customers and we do not print extra paper to attach to the products. All receipts are emailed, shortly after the order is placed. If you have not received your receipt, the chances are that your payment has not been processed, so we would suggest you contact us immediately to confirm if payment has been made.

2.4 Will I get a VAT Invoice?

The email receipt you receive will show you a breakdown of the VAT paid. Our company VAT Registration is 893993154 if you are struggling to find it on the receipt.

2.5 How do I make changes to my order if...?

2.5a I have already paid?

If you have already paid we would suggest that you contact us by telephone 0845 338 6238 as soon as possible. The reason we ask you to call us is because we send orders out so quickly, that by the time e-mails are read, orders may already have been despatched.

2.5b I placed my order online?

If you have already placed your order online we would suggest that you contact us by telephone 0845 338 6238 as soon as possible. The reason we ask you to call us is because we send orders out so quickly, that by the time e-mails are read, orders may already have been despatched.

2.5c I ordered over the telephone?

If you have placed your order over the telephone and already paid we would suggest that you contact us by telephone 0845 3386 238 as soon as possible. The reason we ask you to call us is because we send orders out so quickly that by the time emails are read orders may already have been despatched.

2.5d I have received my order and I don't like it?

If you have received one of our products, but decide later you no longer require it, you have seven days to contact us and inform us of your decision. When you contact us we will email you a Returns Form which will need to be printed, completed and attached to the product. We do not arrange collections for unwanted items however we may charge a minimal administration fee for returns. We can recommend carriers you may wish to use when returning unwanted items. Please note that any unwanted product must be returned in its original packaging, if we do not receive the product back in its original packaging and / or resale able condition, we have the right to refuse a refund.

2.5e I have received my order and would like to exchange it for something else?

If you have received your order and would like to exchange it for something else you need to first make sure you do not throw away the packaging the product was delivered in. We must receive the product back in the same condition it was delivered, to allow for an exchange to take place. If you still have the product packed in the same way it was delivered, then you can chose to email or telephone us to confirm the product(s) you would like to exchange. Once we have confirmed that the product(s) can be exchanged an extra payment for the new product may or may not need to be taken, this depends upon the value of the product being exchanged.

If the products being exchanged are the same value or an extra payment has been taken / a refund has been made, then a returns form will be emailed to you. This will need to be printed off, filled in and attached to the item(s) being returned. A COD (Collection on Delivery) will be arranged at a cost of £15 per parcel so the exchange can take place. Please note that a signature is required for a COD to take place and therefore you will need someone to be available throughout the day for the exchange to be possible. We understand that this is not always easy, but this is a stipulation placed on us by the carrier companies and we cannot change this rule. You must also be aware that if an exchange is arranged and there is no one there to sign for the exchange, we will have re-arrange the COD at further cost. The cheapest and easiest way to exchange an unwanted item is to come to our warehouse personally, where we will be happy to help you.

2.6 When is my Credit / Debit Card Charged?

Credit and Debit Cards are charged as soon the payment is taken online. The funds will leave the purchasers account immediately.

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