Frequently Asked Questions

Yes. As soon as you complete checkout, you’ll see an order confirmation screen with a summary of what you’ve bought, the total cost, and your chosen delivery method. We’ll also send this to you by email straight away for your records.

Please note: this first email confirms we’ve received your order, it isn’t confirmation that your order has been processed or that a contract of sale has been formed.

Once your order has actually been processed, we’ll send a second email confirming what’s being shipped, along with your tracking reference. Click the tracking link in that email and you’ll be taken straight to the courier’s site to follow your delivery.

Standard UK Delivery Orders are delivered within 3–5 working days (Monday–Friday, excluding public and bank holidays). We deliver to UK mainland addresses, the Scottish Highlands & Islands, the Isle of Man, Northern Ireland, and the Channel Islands.

Next Day Delivery Order before 1pm, Monday–Friday, and we’ll get it to you the next working day (UK mainland only, excluding Saturdays, Sundays, and bank holidays). Orders placed after 1pm are treated as being placed the following day, so allow an extra 24 hours.

Please note: we always dispatch Next Day orders on time and within the stated cut-off, but once your parcel leaves our warehouse it’s in the courier’s hands. We can’t be held responsible for delays caused by the courier, including weather, traffic, or operational issues, as these are outside our control.

BFPO Addresses Orders sent to a BFPO address are delivered to BFPO Headquarters first. From there, it’s the BFPO’s responsibility to forward your order on to you.

Payment Authentication (also known as 3D Secure) is a fraud-prevention measure introduced by card providers. Visa’s and Mastercard’s versions work the same way: you set up a password with your card issuer, which you then enter to verify it’s really you making the purchase online.

Most people register for this directly with their card issuer. If you haven’t already, you can usually still register during checkout, just enter your card details as normal and you’ll be prompted to create a password in a secure window. After that, you’ll only need to enter your password for future purchases.

Your card issuer manages this process, not us, so if you’re having trouble authenticating a payment, they’re the best people to speak to. Unfortunately we don’t have any visibility or control over the authentication step, so we’re not able to troubleshoot it on our end.

We want every order to arrive exactly as expected, but if something isn’t right, returning it is straightforward.

To start a return, print off our Returns Form, fill it in, and send it back with your invoice and the item(s) to the address on the form. We’d recommend using a tracked 2–3 day / second class delivery service so you have proof of postage. Please note on your invoice whether you’d like a refund or an exchange.

Personalised items can’t be returned, unless faulty. This doesn’t affect your statutory rights.

If you believe an item is defective, we’ll inspect it once it arrives and let you know the outcome by email. If you’re entitled to a refund, we’ll process it within 30 days of confirming this with you.

Refunds are issued to the original payment method wherever possible. If that’s not an option, we’ll send a cheque to the address on your order.

This doesn’t affect your statutory rights.

Yes, every order comes with an emailed invoice showing your order details and full VAT breakdown.