Frequently Asked Questions
You can find our most commonly asked customer service questions below. If you cannot find what you’re looking for then please contact us.
My order hasn’t shipped yet?
You will receive a shipping confirmation email once your order has shipped. You can also check the status of your order by logging into your customer account. Orders placed before 3pm (GMT) Monday – Friday are guaranteed to ship the same day. Orders placed over the weekend will ship on the next available working day.
My order hasn’t arrived yet?
The vast majority of our orders are delivered within the timeframe stated in our delivery tariffs, but on rare occasions orders can be subjected to delays. If your order hasn’t arrived within the time stated, then please contact us.
My item has arrived damaged, what should I do?
If you receive a damaged or defective item, then please contact us within 48 hours of delivery. Please supply your order number from your original confirmation e-mail, as well as your e-mail address. We will make every reasonable effort to replace the item in a timely manner. If there is any damage to the carton on delivery, refuse the order and contact us immediately.
Can I cancel my order?
If you wish to cancel or amend your order then please contact us as soon as possible and we will do the upmost to deal with your request.
Do you send free samples with your orders?
Unfortunately, due to the lack of samples provided to us by our suppliers, we cannot include free samples with orders.
What payment options do you accept?
We accept payments from Visa, MasterCard, American Express and PayPal.
Do you charge tax and/or Duty on your orders?
By default, all our product prices include VAT, currently charged at 20%. Customers ordering from outside the EU will not be charged VAT and this will be deducted at the checkout. Please be aware that any orders placed from outside the EU may be subject to duty, tax or customs charges that may be levied upon importation — these charges must be paid by the consignee.
If you select a shipping destination outside of the EU during the checkout process (including the ‘Calculate shipping’ function) then the prices on our website will displayed without VAT included.