Frequently Asked Questions
What couriers do you use?
Our UK deliveries will be made by DPD Local and Royal Mail. All International deliveries are made by DPD.
What happens if I'm not in when you deliver my parcel?
All of our deliveries will require a signature. If you miss your delivery, the courier will attempt to deliver to a neighbour. If unsuccessful, the courier will leave a card informing you that a delivery has been attempted along with information about what happens next.
If your order is being delivered by DPD, you can also request that your parcel is left in a safe place, re-routed to a collection point or you can re-arrange a new delivery date. The option to make these changes will become available when we send your shipping confirmation email.
What are your Delivery options?
We offer the following delivery options to addresses in the UK:
Can I get an exchange on my order?
We do offer an exchange on all items providing they meet our Returns Policy. However, please be aware that due to our website being very busy during periods, stock may become unavailable during the returns process, therefore, we advise that all customers seeking an exchange, place a new order for the prefered item and await a refund instead.
Can I cancel or edit my order?
Due to the large volume of orders we receive, we cannot guarantee that we will be able to amend any requests to edit your order but, if you phone and speak to one of our Customer Services representatives, they may be able to locate your order in our warehouse and modify your requests, so please do not hesitate to get in touch: 01622 891693.
If for any reason you would like to cancel your order, we advise that you phone and speak to our friendly team, as our ability to cancel an order will depend on the items, and the stage your order is at.
I'm exempt from VAT; how can I get the VAT removed from my order?
If you are exempt from VAT, you will need to get in touch and let us know so that we can adjust the payment on your order accordingly. Please be prepared to provide your order number and VAT number so that we can process this quickly for you.
My order has been debited but I haven't received the items yet?
It is unlikely that we have debited any funds before you receive the order, however, you may find that there is a pre-authorisation which captures the requested payment to reserve the funds. We will only debit this amount once we dispatch your order for delivery. In some cases, where the order includes a custom specification, we may debit the funds immediately as. All transactions are auto-debited after 14 days of purchase to ensure the payment has been made.
My item is faulty, what happens now?
We're really sorry to hear that you have received a faulty item! For all faulty goods we request that customers get in contact directly with our team to discuss the process, as depending on the fault we may raise an investigation with the supplier, or send a returns label with the replacement, so that you can return the faulty goods free of charge.
Returns & Refunds
How do I return my parcel?
We want to make shopping with us as easy as possible. If you’re unhappy with a purchase, return the unused product in its original packaging and with all labels attached, within 21 days for a full refund. Please ensure you print off a returns form and enclose it with your parcel so we can identify the order and provide the correct service.
When will you process my refund?
We understand that waiting for a refund can feel like a lifetime, however we aim to refund your order within 48 hours of receiving the goods. It can also take up to a further 48 hours for your payment to be returned, depending on your bank provider so please bear this in mind. If however your are still waiting for a refund 5-7 working days after returning, please do get in touch and let us know, we'll be able to confirm when you can expect your refund.
Do you refund my shipping costs?
If you are returning the item because it isn't suitable in any way you will be responsible for the returns postage costs however, if your item arrives in a faulty condition we will arrange for collection to be made or offer you a free returns label.
For all information regarding Returns, click here.
For all information regarding V12 Finance, click here.