Frequently Asked Questions

       

Delivery

Delivery charges are based on the total order weight and delivery address and will be shown during the checkout process.


For all orders up to 14kg delivery costs are £8 to most of the UK and £12 to areas designated as more remote by courier companies.

If you place your order before 14:00hrs Monday-Friday (excluding UK public holidays) it will normally be dispatched the same day for next working day* delivery via a tracked courier service. Orders placed after 14:00hrs may still be processed but your order will be dispatched on the next working day due to courier collection times.

Express delivery by courier is normally next day but is not a guaranteed service. Very occasionally courier deliveries can take longer. Deliveries to areas designated as remote by our courier may take 3-5 working days in certain cases.

Delivery times for international orders will vary depending on the destination.

Yes, we supply customers all across the globe, however our shop is only set up to process UK deliveries.

Please contact us if you would like a non-UK delivery and we will be happy to provide costings and process your order for you.

All UK orders are shipped using an express delivery service with DHL, however this is NOT a guaranteed service. Delivery times for international orders will vary depending on the destination.

If you have a very tight deadline, or require a guaranteed delivery slot, please speak with one of our team when ordering and we will do our very best to assist you in this regard.

Yes. We are happy to deliver to more remote areas and will provide a delivery cost at checkout based on your location.

Please note it is courier companies and not us that designate areas as "remote" for delivery purposes. You can check whether your postcode is affected on DHL's PDF list here - UK postcodes can be found around page 179.

We do not offer Saturday delivery as a checkout option, however this may be available in some areas for an additional cost.

Please contact us should you require this service and we will do our utmost to accommodate your request.

Returns

Please inspect the goods on delivery. If your purchase is damaged or defective in any way, you must contact us immediately to advise of any issues and to arrange a return, refund or replacement.

For Private Consumers (generally known as B2C): Items may be returned under the Consumer Contracts Regulations 2013. These regulations apply to private buyers only and not to business to business purchases.

  • Items must be returned within 14 calendar days from delivery.
  • Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
  • Refunds will be processed within 7 days of the goods being received by us.
  • Refunds will be given as credit to the original payment method, including, where applicable, a proportion of basic carriage charges on the outbound shipment.

For Businesses (generally known as B2B) : Items may be returned under our returns policy

  • Items must be returned within 14 calendar days from delivery.
  • Items must be unused and unopened in their original packaging - one bag may be opened to inspect goods.
  • Refunds will be processed within 7 days of the goods being received by us.
  • Refunds will be given as credit to the original payment method, excluding any shipping or postage costs.

At our discretion we may accept returns outside the 14 day period specified above. In such cases, refunds will be given as credit to the original payment method, excluding any shipping or postage costs and a restocking fee.

In such cases you must contact us with your invoice or order number to discuss your return.

The cost of returning to goods will be the responsibility of the buyer and is not refundable unless the goods are proven to be defective or not as ordered.

Ordering

If your order is received before 2pm on a business day we will dispatch it the same day on an express delivery service. Orders received after 2pm will be dispatched, at latest, the next business day, again on an express delivery service. Please note that whilst this is normally a next business day service it is not a guaranteed service. 

If you require a guaranteed delivery date/time please contact us prior to ordering and we will do our very best to assist.

Yes. Minimum order quantities vary from product to product and are listed on each product page.

We aim to keep minimum order quantities as low as possible and for most products these start at 1 pack of 10 items.

Any specific recommendations or limitations will be noted in the product information section on each product page. If you have any questions about using any of our products our team will be happy to provide more detailed information.

Invoicing and Payments

All of our prices are exclusive of VAT (UK sales tax). UK based customers will have VAT added to their invoice. Customers outside the European Union and EU customers who supply an EU VAT or relevant sales tax number will not have an VAT added to their invoice.

Customers outside the European Union, and non UK customers within the EU who provide us with an EU VAT or sales tax number when ordering will be invoiced exclusive of VAT.

No. For security reasons we do not take payments over the phone. Payment can be made securely online by credit or debit card or by bank transfer (BACS).

We accept payment by credit or debit card or by bank transfer (BACS).

The logos of cards currently accepted are shown at the foot of this (and every) page.