What do I do if I receive a faulty item in my order?
We want to sort out any issues with faulty or damaged items straightaway. As soon as you discover a fault, please call us on 07 848 0291 or email us at firstname.lastname@example.org.
Please provide the following details to help us process a replacement item as fast as possible.
- The order number
- The faulty item's name and number
- A description of the fault.
If your entire order is faulty or damaged when it arrives, we’ll refund your original delivery charge and the cost of returning the item to us.
Can I cancel my order after I've placed it?
Call our Customer Service team on 07 848 0291 as soon as you can and we’ll do our best to cancel it for you. Sometimes it's too late if the parcel has been dispatched - but you can always follow our returns procedure in the event of any unwanted products.
Please note that we take payment as soon as you have placed your order so you might be charged for your order. Once you have cancelled, the money will be refunded to you. That should be within the day - however it can take up to 5 working days.
An item from my order is missing, what do I do?
If an item is missing, call our Customer Service team on 07 848 0291 or email us at email@example.com with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels then each invoice will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
Can I amend my order after I've placed it?
In some circumstances it is possible to make changes to your order once you’ve placed it.
If you'd like to add items, please place a new order. Please note, the standard delivery fee rules will apply for each order individually placed however, if the combined total of the two orders is greater than $100, you will be entitled to free delivery. We will refund the delivery fee of one or both of the orders as applicable once the second order has been received within trading hours prior to 2pm despatch.
If you’d like to decrease an order item quantity or swap an item please call our Customer Service team on 07 848 0291 with the order number to see if this is possible. Please note if the total order value falls below $100, a $7 delivery charge will apply.
For unwanted items, please follow our free returns procedure once you've received your order.
How can I view my order?
If you have registered you can view your order details in your account area once an order has been placed. You’ll need to sign into your account here. The details of the order appear in the Orders tab:
To view your order information select the Orders tab. Your orders will be listed.
Click Details beside the order to view. The Order Information page is displayed, including the order details, shipping and billing address, products orders and more.
You can print the order by clicking the Print button beside the required order. Alternatively, you can click PDF order to save the order in PDF format.
Can I order products over the phone?
We do not take orders over the phone because we offer online ordering with credit card payments. Your credit card details are passed directly to the bank through a secure server that uses 128 bit Secure Sockets Layer software (SSL).
Automating our ordering procedure online allows us to provide you with better customer service by making it easier to locate and process your order and providing you with email updates and tracking information. It also lets us continue to offer you low-cost products by reducing our expenses.