How do I find my catalogue code?
Change or Cancel An Order
If you have a catalogue, this code can be found above your name on the back cover.
Why do you want my email address/telephone number?
We ask for these details in case there is a problem with your order or delivery, in order to resolve it quickly.
Can I add to, change or cancel my order?
Orders are transmitted from the website directly to our despatch department and your order may have already been processed. Please call 0333 240 0707 immediately if you want to make a change, quoting the order number from your confirmation email. Orders cannot be changed or cancelled online.
I've lost my order form, how can I get another one?
If you've lost your order form, or need another you can download a blank copy of the Order Form here. Please print and complete the form and send it back to us by post, or by fax (0333 240 0808).
What is your delivery charge?
To see our delivery charges just click here >
When will my order be delivered?
If you have selected the standard delivery option, your order should arrive within 3-5 working days. Where delays are likely, we will keep you informed (please provide us with a daytime telephone number and email address). Most orders are despatched within 24 hours of receipt.
What if my order contains items that are out of stock?
When we receive an order, we will immediately despatch all the items that are available from stock. Any remaining items are despatched once they have all arrived in stock. This is to minimise the inconvenience of multiple parcel deliveries and to enable us to offer the facility of taking orders on out of stock items without extra charge. If you require any items on your order more urgently, please contact us by emailing email@example.com or by calling 0333 240 0707. NB. From early December we despatch individual items as soon as they arrive into stock to ensure that Christmas gifts are received in good time.
How will my order be delivered?
Your order will be delivered by Hermes or Spring Global. If you have provided an email address or mobile number, you will receive a notification of the approximate delivery time from the carrier. If you are not at home, the driver will either put the parcel in a secure place and post a card advising you where they have left it, or leave a card asking you to call the depot to arrange another delivery. If you prefer, we can deliver to your work address or a neighbour.
Can I have next day delivery?
Next Day Delivery is available to UK mainland addresses (excluding Scottish Highlands & Islands) if you place your order before 2pm Monday to Thursday. Orders placed on Friday before 1pm will be delivered the following Monday. Orders placed after 1pm on Friday, or on Saturday or Sunday, will be delivered the following Tuesday. The cost is £5 in addition to the standard charge. A signature is required for receipt. Please note Next Day Delivery is not available for personalised items or items with a postage surcharge.
Can my order be sent to a different delivery address?
Yes, if it is more convenient we can deliver to a different address e.g. your workplace. We can deliver to your family and friends anywhere in the world. If you want to send a gift, the delivery note will not contain prices and we can also add your message to the delivery note. The delivery note will show your personal address and the delivery address.
Can I send orders to more than one address?
Yes, but you must place each order separately.
Can my order be sent to an address outside the UK?
Yes, deliveries to Europe usually take 3-5 working days. For the rest of the world, please allow up to 7-10 working days. Small items are posted by air with Hermes or Spring Global. Parcels are despatched using Hermes or Spring Global. The cost of delivery is based on the delivery address and the weight of your parcel. The cost will be calculated when you are in the checkout. Please be aware that a few of our items cannot be despatched overseas due to shipping regulations - you will be notified at check-out if this is the case.
What countries do you deliver to?
We deliver almost everywhere in the world; for more information, just click here.
What happens if my parcel is held by Customs?
It is unusual for our parcels to be held but if this does happen, you may have to pay local import duties.
How can I be added to your mailing list?
Simply register on the website. Make sure you include your email address so we can keep you up-to-date with all the latest offers and new products.
Can my details be removed from your mailing list?
Yes. Please email your name, address and email address details plus your customer number (if known) to firstname.lastname@example.org.
What if I have forgotten my password?
If you have forgotten your password, please click on the forgotten password link on the sign in/register page and we will email you details of how to change the password.
Why is the catalogue price sometimes different to the web price?
Prices can differ for web exclusive offers. Regular web customers are emailed details of the latest promotions and sales. Catalogues prices are correct at the time of going to print but we reserve the right to change them. Where applicable, prices are inclusive of VAT at the current rate. Our VAT number is 844 9357 89.
What payment options do you accept?
We accept all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard as well as Paypal. Our payments are handled by SagePay, a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems.
What is your no quibble returns policy and guarantee?
We hope you will be happy with your purchase. If you are unhappy for any reason, just return the product to us following the instructions on the back of your Delivery Note. We are happy to refund or exchange products returned within 30 days of receipt. It is important that items are returned in good condition so please take care of them and pack them appropriately.
We are sorry but personalised products, food and self-assembly furniture (once partly or wholly assumbled) cannot be refunded or exchanged unless faulty.
We recommend you request a Proof of Postage certificate (free) from the Post Office if you return your goods.
Returns are processed within 48 hours of receipt at our warehouse. A replacement order will take approximately 5-7 days for delivery. If the item is no longer available, you will receive notification and a refund. We will exchange any faulty goods at our own expense. This guarantee does not affect your statutory rights.
Consumer Contracts Regulations
Under the Consumer Contracts Regulations, if you buy online or by phone, consumer rights entitle you to a full refund if you request one in writing within 14 calendar days of receipt.
How long will it take to receive a refund?
Refunds are made on receipt of the returned goods.
How long will it take to deliver a replacement item?
Returns are processed within 48 hours of receipt at our warehouse. A replacement order will take approximately 7 days for delivery. If the item is no longer available, you will receive notification and a refund.
What if my item is faulty, damaged or is missing parts?
If you have a faulty or damaged item or it has parts missing, please contact our customer services department by emailing email@example.com or call 0333 240 0707 for help to resolve the problem. We will exchange any damaged or faulty goods at our own expense.
If I need advice with my product what should I do?
In the first instance please contact our customer services department by emailing firstname.lastname@example.org or by calling 0333 240 0707. They will redirect your query as necessary if they are unable to help.
What are the terms of your guarantee for electrical products?
Unless stated otherwise, electrical products are guaranteed for 1 year in accordance with the manufacturer's guarantee.
If a product is out of stock online, can I still order it over the phone?
Stock availability is the same whether you order online or by phone. The website will show if a product is in stock or the date that it is expected back in stock. In both these instances orders can be placed online or by phone. If there are delays in the expected arrival date of an out of stock item, you will be notified in advance by email. If a product code does not register in the search box on the website, it means it has been discontinued and is no longer available to order.
Is your payment section secure?
Yes, we can assure you the payment section of our website is secure. All areas of the site containing your personal information are padlocked.
Are my card details secure?
Yes and we’ve added some additional features to protect you from identity fraud. The authorisation process validates the card number, expiry date and your security code and also checks that the card is registered to your address. For this reason we need your credit card billing address exactly as printed on your statement.
We take security very seriously and have been one of the first internet/mail order companies to become PCI DSS Compliant. The Payment Card Industry Data Security Standard is designed to protect consumers and merchants alike from credit card fraud. To become Compliant there are six categories of PCI standards to be met – maintain a secure network; protect cardholder data; maintain a vulnerability management programme; implement strong access control measures; regularly monitor and test networks; maintain an information security policy.
You can shop in confidence using our online payment system. We accept all major credit cards including Visa, Visa Debit, Visa Electron and Mastercard. Our payments are handled by SagePay, a leading UK PCI DSS compliant payment provider. We do not store your credit card details on our systems.