FREQUENTLY ASKED QUESTIONS
Q. WHAT HAPPENS WHEN I PLACE AN ORDER?
A. On receipt of your order we will send you notification by email that your order is being processed. Please note that all items are subject to availability. If an item is out of stock, we will contact you as soon as possible to let you know and present possible alternatives. Should alternative arrangements not suit, we will refund the amount paid in full.
Q. WHAT ARE YOUR DELIVERY TIMESCALES AND CHARGES?
A. Any UK mainland order, except for furniture and large, heavy items, qualifies for FREE DELIVERY! Delivery is usually 1-3 working days, however it may take longer if the delivery address is difficult to find or in a more outlying area. Any items ordered before midday will normally be dispatched the same day.
Q. CAN I CHOOSE A DIFFERENT DELIVERY ADDRESS TO MY BILLING ADDRESS?
A. Yes, you can. This is particularly helpful if you know you are not going to be at home to sign for the delivery. You can then specify an alternative address such as a work address or if it is for a gift, you can have it sent straight to the recipient. The option to specify a different delivery address to the billing address is available right up until the final confirmation before placing the order.
Q. DO I NEED TO BE THERE TO SIGN FOR MY DELIVERY?
A. Yes! We use a secure courier delivery service and you must specify an address where someone will be present to sign for the delivery. If you know you will not be at home, please use an alternative delivery address during checkout which enables you to have your product(s) delivered to a neighbour, work or business address.
Q. WHAT HAPPENS IF I MISS MY DELIVERY?
A. Smaller items are normally delivered by courier or mail. If you miss one of these deliveries, usually a note will be left at your address notifying you of your options, e.g. re-delivery or collection. Larger items are usually delivered by a specialist courier. If you miss the agreed delivery of your order, you may incur a non-delivery or re-delivery charge as they have already attempted delivery as per agreed time-frames.
Q. WHAT HAPPENS IF MY ORDER IS NOT DELIVERED?
A. The vast majority of our products are delivered without issue. However, on rare occasions circumstances beyond our control mean that sometimes deliveries are not made as expected. If you order fails to show up, please contact our Customer Services team at firstname.lastname@example.org or on 01905 754209 immediately and we will help to resolve the problem as quickly as possible.
Q. WHAT IF I NEED HELP WITH MY ORDER, CAN I PLACE AN ORDER OVER THE PHONE?
A. Simply call us on 01905 754209 Monday to Friday during office hours 9:00 am to 5:30 pm and a member of our team will be able to assist you.
Q. CAN I ORDER AN ITEM THAT IS TEMPORARILY OUT OF STOCK?
A. No! If a product is temporarily out of stock it cannot be ordered as we do not take payment for items we do not have in stock. We do however, offer a great ‘email me when in stock’ system. If you choose this option, we will email you as soon as the stock is available again.
Q. DOES THE DELIVERY NOTE SHOW THE PRICES?
A. No! We have purposely chosen not to show the product prices on the delivery note so that if the item is a gift, the recipient will not see the product price. It just shows the product and the quantity.