Frequently Asked Questions
You’ve acknowledged my order – what happens now? Our dedicated team
will confirm stock of your order with our warehouses. Once we’ve ensured your item is in stock we’ll take
payment and send you a receipt with a delivery timescale. We like to make sure we can take care of your order
personally, so if it was placed at night or out of office hours we’ll normally do this for you the next working
I’m a bit worried where my payment details have gone – is your site secure? For our customers’ security and peace of mind we use a fully secure and encrypted payment system (www.sagepay.co.uk)
we never hold full card details within our system or office, this way we can ensure that your details are
fully safe and sound. Any changes or variations to payment amounts will be clearly notified to you before
processing. We only debit the funds from your card once we’ve fully processed your order. When your online
order was placed it passes security checks and generates an ‘authorization’ rather than debiting funds from
your card at the time of order.
Your site says delivery can be up to 28 days – will it really take that long? We aim to get all orders to our customers as quickly as possible. If your item is held within our own warehouses
it can be delivered very quickly, sometimes on a next working day basis (depending on product and location)
If your item comes from another distribution centre it may take a little longer. Special order items can
be hand crafted; it’s these that our manufacturers take time to prepare individually for you. We quote 28
days as the longest delivery timescale. Once your order is processed by our team we’ll detail the timescale
for delivery. If you have any concerns or need an item quickly – just give us a call, we’ll always do the
best we can to accommodate your needs.
Your Website says Free Delivery – does this cover outside the UK? Our
Free delivery service covers the majority of UK mainland. Some items (sadly not all) can be shipped abroad
at additional cost, if you’d like to find out about this get in touch and we can advise of the options.
I live somewhere where couriers sometimes charge more for delivery. Our free delivery service covers the vast majority of the UK mainland. In a minority of cases our couriers
may apply a surcharge for delivery to certain postcodes, sadly we have to pass this charge on to keep our
prices the keenest online – if this is the case we’ll contact you to discuss before debiting any funds or
shipping your item.
How do I know when my delivery will arrive? Once your order is processed
we’ll advise you of the delivery schedule by email. We use a number of couriers depending on item and location.
Large items and palletised deliveries are usually booked in directly with you to arrange a convenient delivery
What if my item has sold out? In the minority of cases where stock is not
in the warehouse right now, we’ll contact you to let you know, advising of when your item comes back into stock.
In this case we’ll try our best to offer an suitable alternative product for you.