Frequently Asked Questions (FAQ)
Q: How will I know when my order has been dispatched?
Email confirmation will be send to you once your order has been dispatched from our warehouse. We will normally send your items on the same working day, as long as we receive your order and payment before 2 pm.
Q: When I could expect delivery of my order?
For standard FREE delivery, we use a Royal Mail and national carrier companies and in the most cases you will receive your goods within 2 – 5 working days. Email notification sent will state which service has been used. If you live in a remote area or the carrier finds your address more difficult to find, your delivery may take a little longer. With some of the more remote areas such as the Highlands of Scotland, delivery can take several days.
Q: What I should do if my order has not been delivered within time?
Orders being sent by Royal Mail will be delivered with your normal post. Packages which are too large to be posted through a normal letter box will be taken to your local Royal Mail delivery office (not the Post Office) to await collection. ‘Calling Cards’ or Something for You’ cards are increasingly unavailable and those that are can be easily lost. If your order has not been received within 5 working days after you have received our dispatch email confirmation, we recommend that you check with your local Royal Mail delivery office. The majority of orders will be awaiting collection there. We recommend you to take a form of identity with you.
Royal Mail could redeliver to you or to your local Post Office if you call 03456 021 021 and there is more information on re-delivery in the Receiving Mail section.
Items are normally kept at the Royal Mail delivery office for 18 calendar days before being returned to us. If items are returned to us a further delivery charge will be made before we can resend.
Before you contact us, we need make sure that you have checked following:
- Have you checked with family members / colleagues / residents at same property?
- Have you asked your neighbors?
- Checked any possible safe places where parcel could be left (e.g. behind bin, meter cupboard, etc.)?
- Checked any ‘Calling Card’ received and that you have inquired at your local Royal Mail delivery office?
If you checked all above and still haven’t received your order, please contact us through email or call our customer service team HERE.
Please note we must allow 15 working days before we can class your parcel as lost.
Where you have confirmed by email that your item has not been received and all of the above have been checked, we will arrange a replacement item. Royal Mail will not allow claims until 15 working days have passed from dispatch date and we reserve the right to wait until this time has passed before we send replacement for lost items.
You agree to return to us, at our cost, any replacement items which subsequently turn up.
You give us a permission that we can pass your details to Royal Mail and that you will respond to inquiries from them in the matter of lost items.