Frequently Asked Questions

If you cannot find an answer to your question, please contact us for assistance.

I have received an incorrect item, what should I do?
If you have received an item which does not match the description of the product that you ordered, please notify us as soon as possible after receipt. With the exception of personalised or bespoke products, undamaged items can be returned within 14 days of purchase. Items must be returned in saleable condition: undamaged and in the original packaging. View our delivery, cancelations and returns page for full details.

I have returned an item using the correct returns procedure, when can I expect my replacement / refund?
Once we receive your returned item, we aim to despatch the replacement product or issue a refund (whichever you have requested) within 2 working days. In addition, a refund will take 2 - 3 days before appearing on the card used to purchase the item.

My order arrived damaged, what should I do?
You must contact us within 24 hours of receiving your order. Damaged or defective items will be refunded or replaced at our discretion. View our delivery, cancelations and returns page for full details.

Can you ship to an alternate delivery address to the registered Card Holder\'s address?
Yes, in most instances we can ship to a different delivery address. However, some high value orders will only be shipped to the card holder address. You must enter the registered Credit / Debit Card Holder\'s address correctly as the billing address of your order. This must be the address your Credit / Debit card company holds on its records.

My order is due for delivery today what time will it be delivered?
Goods can be delivered up until 5.30pm on the date of delivery. We are unable to obtain specific delivery times from the courier.

What happens if I am not in when a delivery attempt is made?
Our courier will leave a card on their first delivery attempt. They will then reattempt delivery the following day. If no one is available, they will return your parcel to the local depot and await you arranging a convenient day for delivery (excluding weekends) or arranging a pick-up from your local depot. They will hold your parcel for a maximum of 5 working days.