FAQ

ONLINE PAYMENTS

• What forms of payment do you accept?

  We currently accept most major debit and credit cards. You can also use Payal, Google Pay, Apple Pay and Shop Pay.

• Are online payments secure?

  This website utilizes a secure socket layer (more widely referred to as an SSL certificate) which is indicated by the presence of a 'Lock' icon, in the URL address bar of your browser. Any confidential data, such as your credit/debit card information, is fully encrypted and therefore cannot be harvested by any party other than the chosen payment provider themselves.

  If you wish to know more about the security of Shopify payments and their compliance with industry standards, please click here.

SHIPPING

• What services do you offer?

  We exclusively utilize Royal Mail's postal service. You can select the level of service you require, depending on your needs and budget, during the checkout process. The level of service chosen, will dictate the delivery time of your order (though other factors will also have a bearing on this, such as when you placed your order and the location of your shipping address) as well as dictating the shipping charges you are levied.

  Please note that if the items you order exceed a total cart weight of 20kg (Channel Islands) or 5kg (European & Worldwide destinations), then you will not be offered any shipping options during the checkout process and you will need to contact us to process your order. UK Mainland customers with cart weights over 20kg, will still be offered a 'ParcelForce24' service, up to and including 30kg. Over any of these weight limitations, you will incur additional charges and/or we may have to use a courier service, such as Fedex, DPD or UPS to fulfill your order.

• What if I do not receive my order?

  In the first instance please contact us for further assistance and note the following. If your order was sent to a UK mainland address, please allow a minimum of 7 working days from the date of purchase, before reporting your parcel as missing. For EU and worldwide deliveries, please allow up to 21 working days from the date of purchase.

• Do you offer free shipping?

  If the total value of items in your cart is £150 and above, you will be entitled to free shipping. Please note that this is only valid if the order is destined for a UK mainland address.

• Is there anywhere you don't ship to?

  We do not offer shipping to the following countries: Aland Islands, Azores, Balaeric Islands, Belau, Canary Islands, Coral Sea Island, Corsica, French South Antartic Territory, Madeira, Mayotte, New Zealand Antartic Territory, Norwegian Antartic Territory, Reunion, Svalbard & Jan Mayen, Tahiti, US Outlying Islands.

  Please note that until further notice, we have suspended shipping to Belarus and Russia, following the invasion of Ukraine, inline with Royal Mail and government policies.

RETURNS

• How long do I have to return a product?

  You have a total of 30 days from the date of purchase, to return your item/s. Any item/s you return, MUST be un-used and in their original packaging.

• What if my goods are damaged/defective on receipt?

  If your order is damaged or defective, you must notify us within 24 hours of receipt. Additionally we will require photos of any damage to both the item/s and the packaging itself (where appropriate) and/or any details concerning the nature of the defect. It is imperative that you provide us with any evidence/information BEFORE you return your item/s, so that we may in turn comply with our own insurance requirements. Please note that failure to do so, will render you ineligible for a refund, if sought. For further details on our terms and conditons, please refer to our Shipping & Returns page.

• Do you cover the cost of return postage?

  We do not cover the cost of return postage, that is the responsibility of the customer. In the event of a refund, you will however, be re-imbursed for the cost of the delivery postage levied at checkout.

• Can I exchange an item?

  Provided you comply with our terms and conditions and return the item/s to us within 30 days from the date of purchase, we can exchange an item for a different product. If a returned item is of a lower value than the replacement sought, we will charge you the difference plus postal costs. If it is of a higher value, we will refund you the difference, less postal costs. Where a charge to cover any difference in value applies, we will send you an invoice for the amount due. Once we receive your payment, your goods will be shipped out to you. Any goods sent out, in exchange for a return, will be sent out using either first or second class post. We will request a preference from you, before dispatch. Please note that in the case of a like for like exchange, (if returning a defective or damaged product and you are not seeking a refund), we will NOT charge you for postage.

REFUNDS

• Am I entitled to a refund?

  Providing you comply with the terms and conditions set out on our website, we will always refund a customer the cost of their original purchase. Note that any refunds issued, will not cover the cost of return postage.

• How long will it take to process a refund?

  We always aim to refund a customer in a timely manner. On receipt of any returned goods, these will be inspected for any damage sustained during transit and any evidence of use/misuse. Providing the item/s pass these checks, we will issue a refund to the account used to make the original purchase. Please note that refunds may take a few days to appear in your account. If you have not received a refund within 7 working days of us notifying you that your funds have been re-imbursed, then please contact us, so that we may look into the matter further.

• Can you withhold a refund?

  If you do not meet the terms and conditions set out on our website, then we will exercise our rights to withhold a refund. For example, if a delivery left at the shipping address, is stolen from the door step. To view our specific terms and conditions in more detail, please refer to our Refund Policy page.