FAQ's

Q How do I return an item for exchange?

Please return item/items with proof of purchase, in perfect condition within 14 days.   We will refund or replace the goods.  We cannot accept return of used or incorrectly packaged items.   You are responsible for any returned goods until they reach us.  We therefore strongly advise that a proof of postage certificate should be obtained when returning any part of your order.  Certificates are available from the Post Office free of charge.

Q Do I have to pay for returns?

Yes, we regret that postage and packing are direct costs and cannot be refunded.

Q I have been sent an incorrect/damaged item, what should I do?

We apologise for the inconvenience caused.  Please call for assistance on 01743 343488 or return the goods in the usual way, enclosing a letter stating the problem.  We will refund your postage when the exchange is made.

Q I have received some “to follow” items but am still missing something.

When a backordered item is sent to you , the despatch note will list items still out of stock which have not been sent.   They will follow as soon as possible.

Q I have returned an item for a refund.  Have you received it?

Please allow 2 weeks for your refund to be processed.  We open the returns each day but it can take several days before they are fully processed.   Refund cheques will be posted to you and credit card refunds will show up on your next bank statement.

Q  I have returned an item for exchange, when will I receive the replacement?

Exchanges generally take about 7-10 days.   If the replacement item is temporarily out of stock, it will be despatched as soon as it is available.

Q I have not received my order, should I wait a few more days?

We endeavour to deliver your order within 7 working days.   Before we can deem any parcel as missing, 10 working days must have passed.