Quick and hassle free...

I have received the wrong items

Very occasionally if we've made a packing error, we'll do our utmost to put this right immediately. All you have to do, is let us know and we'll take care of the rest, including shipping the correct item out to you and arranging for return of the wrong item.

Simply provide your name and order number, along with the item you are missing and what you received instead. We can then arrange for collection of the item and shipment of the correct product. All this will of course be free of charge as it was our mistake.

My order has arrived damaged

If you received an item that was damaged or defective upon arrival, please call our Customer Service Department immediately. It is important that you contact us before returning the item, so that we may assist you with return shipping. If you do not contact us, you are responsible for all return shipping charges.

Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in Your Order History.

In addition, please be prepared with a detailed description of the damage or defect before contacting us.

Contact our Customer Service Department at 0800 316 2407 or 01903 660100 9am - 5.30pm weekdays

Where is the rest of my order?

When we ship large or multiple items it is not always possible to send it all in one box. Sometimes when this happens, other parts of the order may be delivered on a different day.

To track your order, log into My Account, select orders, and click 'track it' to take you to the Parceline tracking website. On this page you will be able to see if there are any outstanding parcels to be delivered.

If there are no outstanding parcels then you should carefully check the invoice enclosed with your parcel to see if there is anything missing. You should then contact customer services immediately. It is important to include your order number, your name, and the items missing in the email so we can quickly resolve your problem.

Why have I got another receipt for my replacement item?

In order for us to send out a replacement item it needs to be processed through our warehouse. The receipt is used by the warehouse to correctly pick the required item.

If a replacement item has been shipped it will often show zero as the price. If an alternative item has been shipped then you will have been refunded the cost of the returned item and then charged for the replacement product.