Frequently Asked Questions

   

Delivery

Delivery charges are based on the total order weight and delivery address and will be shown during the checkout process.

For orders up to 14kg courier delivery costs start from £9.00 to most of the UK, and from £12 to areas designated as more remote by courier companies.

For smaller orders by weight/value Royal Mail is also available - this will be shown as an option if applicable.

If you place your order before 13:00hrs Monday-Friday (excluding UK public holidays) it will normally be dispatched the same day for delivery via a tracked courier service. Orders placed after 13:00hrs may still be processed but your order will be dispatched on the next working day due to courier collection times.

Tracked courier delivery normally takes 1-2 business days but is not a guaranteed service. Very occasionally courier deliveries can take longer. Deliveries to areas designated as remote by our courier may take 3-5 working days in certain cases.

If you have a specific deadline, please contact us so we can advise on the cost and availibility of time guaranteed services to your chosen delivery address

Delivery times for international orders will vary depending on the destination.

If you have chosen Royal Mail delivery this is an untracked services and takes from 1-4 days. If you choose this option, please be aware that if the goods do not arrive you will need to check with your local sorting office in the first instance. We must then allow a minimum of 10 working days for Royal Mail to attempt to deliver your parcel or return it to us, before we can take steps to rectify.

Yes, we supply customers all across the globe, however our shop is only set up to process UK deliveries.

Please contact us if you would like a non-UK delivery and we will be happy to provide costings and process your order for you.

All UK orders are shipped using an express delivery service with DHL, however this is NOT a guaranteed service. Delivery times for international orders will vary depending on the destination.

For smaller orders by weight/value Royal Mail is also available - this will be shown as an option if applicable.

If you have a very tight deadline, or require a guaranteed delivery slot, please speak with one of our team when ordering and we will do our very best to assist you in this regard.

Yes. We are happy to deliver to more remote areas and will provide a delivery cost at checkout based on your location.

Please note it is courier companies that designate areas as "remote" for delivery purposes and their rates to such areas are significantly higher.

We do not offer Saturday delivery as a checkout option, however this may be available in some areas for an additional cost.

Please contact us should you require this service and we will do our utmost to accommodate your request.

All of our courier deliveries are carbon neutral. This is included in the shipping cost as standard.

You can read more about our sustainability and environmental policy including full details about our carbon neutral delivieries

Returns

Please inspect the goods on delivery. If your purchase is damaged or defective in any way, you must contact us immediately to advise of any issues and to arrange a return, refund or replacement.

For Private Consumers (generally known as B2C): Items may be returned under the Consumer Contracts Regulations 2013. These regulations apply to private buyers only and not to business to business purchases. 

  • Items must be returned within 14 calendar days from delivery.
  • Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
  • Certain items may be exempt - see Exempt Items below.
  • Refunds will be processed within 7 days of the goods being received by us.
  • Refunds will be given as credit to the original payment method, including, where applicable, a proportion of basic carriage charges on the outbound shipment.

For Businesses and organisations (generally known as B2B) : Items may be returned under our returns policy

  • Items must be returned within 14 calendar days from delivery.
  • Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
  • Certain items may be exempt - see Exempt Items below.
  • Refunds will be processed within 7 days of the goods being received by us.
  • Refunds will be given as credit to the original payment method, excluding any shipping or postage costs.
  • A restocking fee may apply to cancellations and returns.

The cost of returning to goods is the responsibility of the buyer and is not refundable unless the goods are proven to be defective or not as ordered. 

Exempt Items

For hygiene reasons certain items cannot be returned once the packaging has been opened. Where this applies, is is clearly stated on the product page. Such items come in sealed clear plastic wrapping to allow you to inspect the goods without opening the packaging. These items cannot be returned or exchanged once the sealed packaging has been opened, unless the item is defective.

At our discretion we may accept returns outside the 14 day period specified above. In such cases, refunds will be given as credit to the original payment method, excluding any shipping or postage costs and a restocking fee.

In such cases you must contact us with your invoice or order number to discuss your return.

The cost of returning the goods is the responsibility of the buyer and is not refundable unless the goods are proven to be defective or not as ordered.

Goods must be unused and in their original, unopened packaging

Ordering

If your order is received before 2pm on a business day we will dispatch it the same day on an express delivery service. Orders received after 2pm will be dispatched, at latest, the next business day, again on an express delivery service. Please note that whilst this is normally a next business day service it is not a guaranteed service.

If you require a guaranteed delivery date/time please contact us prior to ordering and we will do our very best to assist.

Yes. Minimum order quantities vary from product to product and are listed on each product page.

We aim to keep minimum order quantities as low as possible and for most products these start at 1 pack of 10 items.

Any specific recommendations or limitations will be noted in the product information section on each product page. If you have any questions about using any of our products our team will be happy to provide more detailed information.

Invoicing and Payments

All of our prices are exclusive of VAT (UK sales tax). UK based customers will have VAT added at checkout. Customers outside the UK will not have VAT added to their invoice.

All of our prices are exclusive of VAT (UK sales tax). Customers outside the UK will not have VAT added to their invoice. UK based customers will have VAT added at checkout. 

No. For security reasons we do not take payments over the phone. This helps to keep your personal and payment details secure. Payment can be made securely online by credit or debit card or by bank transfer (BACS).

We accept payment by credit or debit card or by bank transfer (BACS). The logos of cards currently accepted are shown at the foot of this (and every) page.