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Customer Questions

We’ve pulled together many of the questions we’re asked by customers into a handy FAQs section. Hopefully any questions you have are answered here, but, if not, please head over to our contact page.

How can I tell if an item is in stock?

Generally, if a product has a ‘buy’ or ‘add to cart’ button, it should be in stock and available for dispatch. Unfortunately, sometimes we may discover later that the item is in fact out of stock. If this happens, we’ll either email you to tell you or supply the remainder of the order and refund you the value of the out-of-stock item and the related shipping costs.

What if I can’t find what I’m looking for?

If you can’t find what you’re looking for on the site, that means we currently don’t have it. However, as we add new products all the time, it’s worth checking the site regularly.

How accurate are your product images?

We work very hard to ensure that the images on the site reflect the products we sell.

What currencies do you accept?

All transactions on our site take place in pounds sterling.

What can I do if I have problems placing my order?

If you have a problem at any point before paying, it is safe to simply resubmit your order. Your first order will be deleted in due course. If you have already entered your payment details, we recommend that you get in touch with us, and we will investigate.

Do you ship to my country?

We currently ship to customers in the United Kingdom only.

When will my order arrive?

Most orders are dispatched within one to three working days. Occasionally, when there is a temporary problem with one of the items you’ve ordered, your order may be delayed. Once your order has been dispatched, it takes two or three days to be delivered to a UK address. If you need your goods quickly, we recommend you use our Next Working Day service.

Can I order items that are out of stock?

No, you cannot buy items that are currently out of stock.

Can I change my order after it has been placed?

If you need to change your order, we suggest you send us a message using our contact form and we’ll do our best to make the required change.

How do I cancel my order?

If you wish to cancel an order you’ve placed, please send a message to us and we’ll cancel it for you and refund any money you’ve paid. You can only cancel an order before the item is dispatched.

What do I do if I've accidentally placed an order twice?

Send a message to us giving the reference number of the item you wish to cancel. We will cancel the order and refund you any money you’ve paid. You can only cancel an order before the item is dispatched.

Why haven’t I received my order confirmation?

Firstly, check the junk or spam folder of your email account to see if your order confirmation is there. If it’s not, please get in touch with us.

What do I do if the goods I ordered haven't arrived?

If we’ve emailed you to tell you your goods have been sent and they have not arrived, we suggest you contact your local delivery office to see if they are holding your items. If the postal delivery office hasn’t been able to help you, you can email us and we’ll then investigate for you.

What are your payment options?

We accept all debit and credit cards issued by Mastercard, Visa and JCB. There are territory restrictions for some cards, which prevent customers in a very limited number of countries from using their card online.

Do you accept cash?

We do not accept cash payments and recommend that you never send cash by post.

Do you accept Western Union or wire transfers?

We accept neither of these.

How do I use a discount code?

Enter your discount code into the coupon code field in the shopping cart. The value of the coupon will automatically be deducted from the total amount. It is very important to enter the code correctly, as we can’t give you the discount once you’ve completed your order.

When am I charged for my order?

All transactions are charged during the shopping cart process.

What are your shipping rates?

Customers can find full details of our shipping services on our shipping page.

How will I know when my order ships?

Once your order has been dispatched we’ll send you an automated email letting you know.

Can I return my order?

Our site offers a money-back guarantee on most products. Please see our refunds and returns page for details. Obviously, you can’t return opened cans and bottles.

What should I do if my order is damaged in transit?

We take a great deal of care when packing goods to make sure that they arrive undamaged. Occasionally goods can be damaged in transit, and if you believe this to be the case, please contact us so we can help you.

What should I do if some of my order is missing?

If you discover that goods are missing from your order, please contact us as soon as possible.

What should I do if you've sent me the wrong goods?

If you think we’ve sent you the wrong goods please get in touch and we’ll sort you out.

How do I get you to stop emailing me your newsletter?

Just click on the ‘unsubscribe’ link at the bottom of the newsletter, and we’ll remove you from our emailing list.

Do you share my personal information?

Your personal information is not supplied by us to third parties, except when it is required by law. We would never consider selling your details to anyone else.