There are items missing from my order, what do I do?
We dispatch your order from multiple warehouses, depending on what your order comprises of. If the items you ordered are not on the invoice in your first package they will be on their way in another delivery.
For orders placed from within the EU, prices include VAT (Value Added Tax)* charged at the rate appropriate to the destination country of the order.
VAT does not apply to orders that are to be shipped outside the EU or to tax-free areas such as the Channel Islands. These areas will be priced and billed with VAT deducted.
Please note that local tax and customs duty may apply. For full details please consult your local customs office. If you select a currency or a delivery country outside the EU, prices will be displayed VAT-free.
Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we’ll contact you before your order is shipped.
If we’ve let you know that we’ve refunded you, don’t worry it’s on its way! If you’ve paid by PayPal your funds will have been refunded to your PayPal account.
Refunds to credit cards can take up to ten banking days to appear in your account. Refunds by bank transfer can only be completed once we’ve received the necessary banking information (swift code IBAN etc), so please ensure you have provided these for the refund to be completed as quickly as possible.
If you place your order by 1pm Monday to Thursday you’ll receive your goods the following day. Orders placed on Thursday after 1pm Friday, Saturday and Sunday will be delivered on Tuesday. This is a fully tracked option.
This is a common query. We always strive to pack orders in the best fit packaging possible. Depending on the item(s) this may mean one of our Jiffy bags, one of our boxes or one of our plastic bags. We do this for three reasons:
- The best-fit packaging is usually the most cost-effective and helps us keep our packaging and our courier costs down so we can continue to provide you with the most competitive prices around.
- With smaller packages there is a better chance that your order will fit through your letter box, avoiding delayed deliveries and repeated delivery attempts.
- Smaller and more compact parcels take up less space on planes, trains and automobiles so it’s better for the environment.
However, some customers will still occasionally find an item turns up in a box that seems just too big. This is because our fastest way of packing orders is through our automated box packing lines and during peak periods we may put a smaller item in a box to ensure we meet our dispatch and delivery commitments to you.
We hope this explanation assures you that we take this issue seriously and are working on delivering further improvements in the future.