Orders
Do I need an account to place an order?
No, you can purchase items without an account by using a credit or debit card via our secure online transaction system. However, signing up for an account allows you to save your details for faster checkout, view your order history, and access trade account benefits.
What should I do if an item is out of stock?
If an item you need is out of stock, please contact us directly, and we will provide an estimated restock date. Alternatively, we can suggest a similar item that may suit your needs.
Can I collect my order in person?
Yes, we offer a collection service at our Bridgwater and London locations. If items are in stock, they will be ready for immediate collection or within 24 hours. Please contact us to confirm availability before placing your order.
How do I track my order?
Tracking the status of your order is easy. Once your order has been processed and shipped, you will receive a confirmation email containing a unique tracking number. You can use this tracking number on our website or the carrier's website to monitor the real-time status and location of your package.
Can I modify or cancel after it has been placed?
We understand that circumstances may change. If you need to modify or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that orders are processed quickly to ensure prompt delivery.
What payment methods do you accept?
We offer a variety of convenient payment methods to make your shopping experience seamless. Accepted payment methods include major credit cards.
Shipping
Which carrier will deliver my order?
For Mainland UK orders, you can select your courier at checkout. You will receive an email or text with a one-hour delivery time slot and options to update delivery instructions based on the contact information you provided.
We use Royal Mail and DPD. For urgent deliveries, we recommend DPD Next Day, as it has proven to be the most reliable. Royal Mail offers a more affordable option if you are flexible with delivery times and your parcel is under 2kg.
How long will it take to receive my order?
Delivery times depend on the courier service selected at checkout. For DPD Next Day, orders placed before 4 pm will be delivered the next working day (Monday to Friday). Standard delivery typically takes 3-5 working days. Please note that deliveries may take longer for remote areas or during busy periods.
Do you ship internationally?
No, at the moment we do not offer international shipping.
Returns
Can I return an item?
Yes, we accept returns on items purchased within the last 14 days, provided they are in their original packaging and resaleable condition. Please see our Returns Policy for more details, including return shipping costs and conditions.
What happens if I receive a damaged or incorrect item?
If your order arrives damaged or incorrect, please contact us immediately. Email us with a photograph of the damaged item and its packaging, and we will arrange a replacement or refund according to our returns policy.
How do I initiate a return?
Initiating a return is simple. Log in to your account on our website, go to the order history section, and select the item you wish to return. Follow the provided instructions to generate a return authorization, and then ship the item back to us using the prepaid shipping label provided.
Are there return shipping fees?
In most cases, return shipping fees are the responsibility of the customer. However, if the return is due to an error on our part, such as receiving a damaged or incorrect item, we will cover the return shipping costs. We recommend using our provided prepaid shipping label for hassle-free returns.
Trade Accounts
How can I see product prices with or without VAT?
To toggle between viewing prices with or without VAT, click the "Prices" icon located underneath the Login on the right-hand side of the top navigation bar. This feature makes it easier to view prices according to your preference.
Do you offer price matching?
Yes, we currently do offer price matching for Trade accounts
What is not covered under the warranty?
While our warranty is comprehensive, there are certain situations not covered. The warranty does not extend to damages caused by misuse, accidents, modifications, or unauthorized repairs.
Wholesale
Do you offer wholesale pricing for bulk orders?
Absolutely! We offer competitive wholesale pricing for customers interested in purchasing our products in larger quantities. Our wholesale pricing is tiered, meaning that the more units you order, the lower the per-unit cost. To inquire about our wholesale pricing and terms, please contact our dedicated wholesale team.
What are the minimum order quantities for wholesale purchases?
Our wholesale program has minimum order quantity requirements to ensure you receive the best possible pricing and to streamline the fulfillment process. The minimum order quantities vary depending on the product. For detailed information on minimum order quantities, product availability, and bulk pricing, please get in touch with our wholesale team.
Trade Accounts
Do you offer price matching?
Yes, we currently do offer price matching for Trade accounts