Help and Information

Click on any subject below to be taken to the appropriate section.

• Cancel an order
• Change an order
• Delivery
• Ordering
• Payment
• Product Enquiry
• Refund
• Returns
• Technical problem
• Website Problem
• Other Subjects

If you are cannot find the information you need, please contact customer services by clicking here.

Cancel an order

• How can I cancel my order?
• Please contact us immediately to cancel your order. If the order has been dispatched, please return us the items first before your refund can be processed

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Change an order

• How do I change an order?
• Orders can only be changed before they are dispatched. After the order has been dispatched, please return the items first for us to change the order. Click here for more information.

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Delivery

• When will I receive my order?
• Please click here to see delivery times. With your consignment number, you may track the status of the delivery by clicking here.
• What is the cost of delivery?
• Please click here for cost of delivery.
• Can I pick up the items myself?
• We only deliver orders and for security reasons cannot allow orders to be taken directly from our warehouse
• How long will it take for my order to arrive?
• Please click here for timescales of delivery.
• Do you deliver to my country?
• We deliver to most countries. You may see the list of countries available when you register your address during the checkout stage.
• Do I have to pay import charges?
• The destination country may apply import charges to the items sent. We have no control over these charges and it is the responsibility of the customer to handle the import charges.
• Can someone else sign for my delivery?
• Yes. Someone else may sign for your delivery.
• I will not be home when the parcel is being delivered.
• You may assign a work address during the checkout process for delivery. If it is delivered home when you are not there, the courier will leave a card with details how you may arrange a redelivery.
• Can I track my order?
• You may track your order using the consignment number, by clicking here.
• When will the replacement arrive?
• Once the returned items have been received, the replacements will dispatched within 2 working days. After which the usual delivery timescales of delivery applies, click here to see delivery times.

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Ordering problem

• I have received the wrong goods.
• If you did not receive what you ordered, please contact us immediately with your order number.
• Do I have to order online?
• If you are unable to order on line, please click here to contact us for assistance.
• I did not receive everything I ordered.
• Please contact us with your order number. We will dispatch the missing items if they are in stock.

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Payment problems

• What payment debit/credit cards do you accept?
• We accept, Visa Credit Cards, Visa Debit Cards, Visa Electron Card and Mastercard.
• Can I pay any other way, other than bank card?
• We do not accept any other form of payment, and only accept online payments using Visa Credit Cards, Visa Debit Cards, Visa Electron Card or Mastercard.

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Product enquiry

• The item I want is out of stock.
• We are restocking all the time, especially high demand items. Out of stock items are usually restocked within 14 days. Please contact us or leave your email address for items that you are interested in. Then we will notify you first before they are put on sale
• I need more information about a product
• Please contact us with the product code to find out more information. Generally, all the information about a product will be shown on the product detail pages.

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Refunds

• When will I receive my refund?
• We will process your refund within 3 days of receipt of the returned items. The normal banking process takes 5 to 10 working days in addition to credit your account. .
• The product I ordered was just reduced in price. Can I have a part refund?
• Unfortunately, once purchased, we cannot offer to refund the difference following any reductions or promotions.

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Returns

• How do I return the items ordered?
• Please send the items back within 14 days of receipt for a refund. In addition please contact us in writing/email within 7 days of receipt to notify us of the return.
• Can I come to return the items in person?
• Unfortunately for security reasons we can not receive returns in person.
• Have you received the items I returned to you?
• When we receive your items, we will process your refund or new delivery within 3 days of receipt. If you have not heard from us 3 days after the expected arrival time, please contact us
• Do I have to pay the delivery costs for returning the items?
• We offer a no questions asked refund policy, and therefore ask our customers to pay for returns if the return is for a refund or exchange.

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Technical problems

• I cannot login to my account.
• Please check that you have entered the correct user names and password. If you are not sure about your password, you may retrieve the password by clicking the "Forgot Password?" button at the login page.

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Website problem

• Your website does not display correctly.
• Please contact us with details of the problem, and the browser name and version. Otherwise for quick resolution please upgrade internet explorer or mozilla firefox browsers to the latest versions.

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Other subjects

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