- Frequently Asked Questions -
How do i order ?
The quickest and easiest way to order is to either enter your credit or debit card details over our secure shopping basket or pay via Paypal. If you would prefer to order over the phone you can contact us on 020 8866 1280.
How much is postage and packaging?
We offers free delivery on all UK orders over £50 using Royal Mail's 1st Class delivery service. Additional charges will apply if you would like next day delivery, tracked delivery or overseas delivery. Please see the DELIVERY INFORMATION for more details and any associated charges will be applied during the checkout process.
What if I want to make an exchange or want a refund?
We want you to be 100% satisfied with your order and we would hope to resolve any problems you may have. If, however, you are in any way unhappy with your purchase and it has been less than 28 days since you placed your order, we would gladly accept return of the goods and will provide you with a full refund of the items as long as all of the products in their original undamaged packaging, unopened, unused and seals fully intact.
Please Email us otherwise, at email@example.com and we will do our utmost to help.
It is very important to follow the returns procedure. It will help us process your request faster and ensure that we can refund your money as soon as possible.
Notification of Return
In order to avoid unnecessary delays and costs when processing your return you must notify us via email to firstname.lastname@example.org that you intend to return a product to us. We will then send you any necessary instructions via email.
Please note that if we are not notified of a return then we cannot be held responsible for any unnecessary costs that maybe incurred - including any return postage.
Returns Label and Mandate
You are able to print returns labels from the 'Order History' section of the account management pages. Login to your account and select 'Order History', find the order that contains the products you would like to return and click the 'Available' link. Select File - Print to print the page. Please ensure you complete the Mandate and return it back to us with the products.
Packaging the Items
Re-pack all of the items you want to return into the original box, pack with the filler provided to ensure that the items are protected in transit. Re-seal the box well with tape and stick the returns label with the Returns Number over the original postal address label on the box.
If you no longer have the original packaging, please use an appropriate substitute and ensure that the items are packed with suitable filler to protect them.
Please note that any items that are damaged in transit will be ineligible for a refund. It is therefore important that you take great care in packing all of the items. Jiffy bags or envelopes do not provide adequate protection.
Posting the Items
The parcel must be sent back to us via Royal Mail 1st Class Recorded Delivery. We cannot be held responsible for items lost or delayed in the postal system. It is critical that you obtain Proof of Postage. Please email the Tracking Code issued to email@example.com along with your returns number.
Receipt of Items
As soon as we have received the items you will receive an Order Update email letting you know your items have been received. We will then process the parcel and confirm that each of the items are in the same condition they were when dispatched. They must all comply to the following rules.
All of the products are in their original undamaged packaging.
All of the products are unopened, unused and the seals fully intact.
Please note that any items that do not comply with the above rules will be ineligible for a refund.
Refund of Payment
When all of the items are confirmed as being in the correct condition then we will gladly process your refund.
Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering or any postage costs incurred in returning the items. If you have qualified for Free Delivery of any kind we reserve the right to deduct the original postage cost to us from your final refund.
Debit/Credit Card Payments
If you paid for the items by credit or debit card the refund will be applied to this card for the amount of the products returned. Refunds cannot be processed to any alternate cards and no cheque payments will be made for items paid for by cards.
Refunds cannot be made payable to anyone other than the account holder. Please note that cash can never be used as a refund method under any circumstances.
Replacement of Products
If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original items.
For more information?
If you require any further information email firstname.lastname@example.org and we'll be very happy to answer any further questions you may have.