Frequently Asked Questions
Am I able to amend my order once it's submitted?
Usually we are able to edit your order but you will need to phone us. Once you have clicked' submit order', your order is sent immediately to our warehouse to process for delivery. However as we do not take payment until after we have packed your order it is usually possible to accommodate requests of this nature. Once the order has been packed and billed then it is not possible and we will be able to advise you of the best options. If you wish to add to or amend an order call us immediately during working hours on 020 8391 7411
How do I return an item?
Hopefully you won't need to return an item, however, if you do, it is our aim to make this as simple as possible. By following the guidelines below you can help us help you when a product is not what you expected or faulty.
If you are a retail customer and you have ordered on line you have 14 days from the date of receipt to return an item for a refund. The item must be in its original packaging and unused in order to receive a full refund. If the packaging is damaged in any way this will diminish the value of the product and we may not be able to offer you a full refund as a result and it may render the item worthless. The right of return does not apply to business sales, but we will try to reach an equitable arrangement with business users at our discretion
How do I return faulty items?
If the item is faulty please contact us and we will advise what to do with the item. If you have changed your mind then most of the items we supply can be posted, but you must include a copy of the sales voucher or a note of the order number.
Can I see ex. VAT prices or vice versa?
No all the prices on the website are VAT inclusive. However if you telephone us you may be quoted a price excluding VAT as we are a wholesaler so always check when you call.
Can I have my order delivered to a different address?
Yes. When you register on the site you are able to add as many alternative delivery points as you could wish for.
Can I track my order?
Yes, you will be sent a tracking link by email if you have selected a courier service. Items sent by Royal Mail are sent the cheapest possible way to keep costs down and they are not trackable.
Why is my order sometimes delayed?
We received many orders at the weekend and so orders placed on a Monday may be delayed as we work to clear the weekends orders.
Can I collect my order?
We do not have a show room or retail outlet but pre-paid orders may be collected if ordered any paid for in advance. If you wish to use this service then please place your order online and then phone our sales office. They will be able to confirm when the goods will be available for collection and remove the delivery charge.
What does it mean to register?
When you sign in it makes the Checkout process quicker and easier. You can view your order history, save multiple delivery addresses. You can also re-print old invoices and if you have a credit account makes payments on line. You can also check the progress of your order.
I've forgotten my password, what do I do?
On the log in page click "Forgot password?" and then follow the instructions on screen, you will need access to the email used to sign in as we will send you a password re-set link. If you have any difficulty please call us to set a temporary password for you.