RETURNS AND EXCHANGES
CHANGE OR CANCEL AN ORDER
We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it.
If you’d like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice by e-mail. Please quote your order number and order date.
If your order has already been despatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products.
TRACK YOUR ORDER
To check your order status, just sign or register, then go to view your orders.
- Order received means your order hasn't been processed yet.
- Order processing means your order could be at any point between the warehouse receiving it and despatching your goods.
- Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on the chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
- Cancelled means your order has been cancelled either by you or us.
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our customer service team.
YOUR PURCHASE HISTORY
To find out more information on your past orders, please sign into your account.
MISSING, INCOMPLETE OR DAMAGED GOODS
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. If your order has been despatched but hasn't arrived within the expected time period, please e-mail our customer service team.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email us as before.
If your order arrives and the goods are damaged, please complete an online returns form.
Returns can be made through either of these options:
1. Returns via courier.
Please include: order number, stock number, the reason for the return and whether you'd like a refund or a replacement.
- We'll email you back with instructions of how to return the goods
- For larger items we can arrange for a courier to come and collect the product you wish to return.
See Below for full details of our refund policy.
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it. Please see below for products excluded from this policy.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This excludes the products listed as exceptions below.
PROOF OF PURCHASE
If you return a product for a refund you must have the receipt, order confirmation and delivery note. We will refund the original debit, credit or charge card used to purchase.
CONDITIONS OF RETURN
It's important that returned items are in the best possible condition, so please take reasonable care of them. Please see Terms and Conditions.