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Frequently Asked Questions

How Safe is Shopping on

Please be assured that the security of this website is of paramount importance. Your personal details are kept securely on our server, your credit card details are not kept at all. Our site uses high level SSL encription technology for our online transactions and whilst your credit card number is taken.

How do I create an account?

An account can be set up by clicking on Register and Login. Alternatively, after you have chosen your order and proceed to the checkout, you’ll have the opportunity to register with us in order to be able to retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details.) You’ll be asked to set up a password to access your account.

How do I change my account details?

You have full access to update your personal information including delivery address, through your Account page. You will have to log in first.

What do I do if I forget my password?

Attempt to Login and select "I have forgotten my password' and follow the instructions.

How do I know my order has been placed?

Once you have paid for your order with your credit card, the next page is acknowledges the order has been placed and gives you a unique order number. An email is also generated to confirm that the order has been acknowledged by us. At this stage the order has not been confirmed, that only happens once we know for sure that the order can be completed within the criteria given, usually at the point of despatch. We keep a close eye on all order activity and you can be assured your order with us will be dealt with as swiftly and as professionally as possible.

When will I receive my order?

Where possible every product has either an estimated time to complete the order or a stock level. This availability of the product is our best indication at the time, but cannot be guaranteed. You will always be kept informed if we think your order will not fulfill the criteria given at the time of order. Once your order is complete, you will be emailed to confirm the order has been completed and is being despatched, usually the next day for all UK Mainland orders unless a non standard consignment.

How can I get a VAT receipt for my order?

You can obtain a VAT receipt by first signing into your Account. Click on Print an invoice, which will bring up list of the orders you have made. Select the relevant order and click View /Print Order link. The Invoice shown needs to be printed by the button at the bottom of the page.

I'm from the Channel Islands and need to reclaim my VAT

Please email us with your request for your VAT and a refund and credit note will be arranged.

Do you accept international customers and deliver outside of the UK?

Our Trade side of the business delivers worldwide so yes we do deliver overseas, but we need to assess each international enquiry individually. If you wish to buy from outside of the UK please submit your request for a quote through our Contact Us page, naming the products you are interested together with the quantities and your full address. Where possible to proceed there will be a surcharge.

I live in the UK but need an international delivery

Please contact us first before proceeding with the order online, the system is set to not accept foreign addresses. We need to assess on whether it is possible and if so quote you on delivery charges. Where possible to proceed there will be a surcharge.

How can I subscribe to the mailing list?

To keep up to date with new products and promotions on our website you can select the check box allowing us to keep in touch whilst completing your Customer Details. Alternatively at a later date you can click the 'Join Mailing List' at the bottom of the page or within your Account there is an opportunity to do so. We are careful to use our mailing only when we have something really worth telling you about!

How can I unsubscribe from the mailing list?

Very simply email us through the Contact Us page and you will be removed from the list.

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