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Orders

How can we help?

Select one of the following options…

Order Information

How do I amend my order?

Unfortunately we're unable to add or remove items from your order once the payment has been processed.

How do I cancel my order?

If you need to cancel your order contact our Customer Service Team. Please have your order number ready to help speed things up.

Unfortunately if your order has already been "packed" in our warehouse we're unable to cancel. However, you can return any unwanted items for a refund once you've received your order.

An item I've ordered is faulty, what can I do?

We hate faulty items as much as you do.

As soon as you find a fault, please contact our Customer Service Team within 48 hours and include the following information:

  • Order Number
  • The faulty item's product name and code
  • A description of the fault

Then return the faulty item back to us, we’ll refund the item as soon as we receive it back and cover the cost of any postage.

I'm missing an item from my order?

If you're missing an item in your order please contact our Customer Service Team within 48 hours and include the following information:

  • Order Number
  • The missing items name and number

You'll then have two options. Have the missing item sent to you with free postage (if still in stock) or receive a refund.

I've received the wrong item, what can I do?

If you've received the wrong item in your order please contact our Customer Service Team within 48 hours and include the following information:

  • Order Number
  • The faulty item's product name and code

Then return the incorrect item back to us - we'll cover the cost of any postage. Please visit our Returns page for more information on how to return an item.

What is Clearpay?

Clearpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

Please visit our Clearpay page for more information and FAQs.

How do I use Clearpay?

Simply add items to your shopping basket and checkout as normal. At the checkout stage select Clearpay as your payment method; first-time customers will need to register with Clearpay and provide payment details. Returning customers simply log in to make their purchase. It's that easy!

Our only requirements:

  1. You must have a debit or credit card
  2. You must be over the age of 18
  3. You must be a UK resident

Please visit our Clearpay page for more information and FAQs.

Does your site have secure payment?

Absolutely, we use the 'Verified by Visa' and 'Secure by Mastercard' payment system which give the added safety step of your bank verifying the order.

We take your security very seriously, and we’ve invested in a totally secure and safe website for you to shop. Once you checkout, we encrypt all your details using Internet standard encryption technology (TSL/SSL).

For more information about our secure payments please visit our Privacy Policy page.

Has the order process changed because of Brexit?

There are no changes to the way you shop with us, with all the same deals still being available for you to snap up before anyone else does. For customers ordering from outside the UK, we are covering all EU import duty and taxes so there is no additional cost to our customers.

My order status says my order is on hold. What does this mean?

Don't worry; you'll have an email from us requesting confirmation of details. If you can't find it try checking your spam folder.

This is asked for when the card issuer has a query with any of the details you've provided during the checkout process. Once these have been confirmed they'll be checked and once accepted your order will then be processed.

If you have any further questions or need assistance on a held order simply contact our Customer Services team who will be happy to help you quickly.

Why have I received a refund for an item that has been shipped?

Unfortunately, in rare occasions a popular item might go out of stock when your order is being processed.

If this happens a full refund will be issued for the item that has gone out of stock. Depending on your bank, it will take 3-5 days for the money to appear in your account.

Still unsure and want to get in touch?

Contact us
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