Order problems

On this page:

My order hasn’t arrived

We dispatch your goods from multiple warehouses so please be aware that your order may be split into two or three packages and may not arrive together in one delivery.

The type of delivery you choose at checkout will affect how long it will take for your order to arrive. Please check the delivery information for your chosen postage type before contacting us about an order that hasn't yet arrived:

Click here for details on our delivery options.

If your delivery was being made using a tracked service, your dispatch email will give you the details of postage type. You can track and trace your email from the courier’s website.

For information on how to track your order click here. We recommend that you contact the courier's local depot to see whether they've already tried to deliver it, or consider checking with your neighbours to see if your parcel has been left with them.

Be assured that we do our very best to live up to your expectations and the following links to our Customer Service team will allow us to help you with your order problem as quickly as possible:

  • If your order was being delivered within the UK by a Standard Service, we would ask that you allow 8 work days from the date of dispatch for your order to arrive. If 8 work days have passed, please contact us.
  • If your order was being delivered within Europe (excluding Russia) by a Standard Service, we would ask that you allow 10 working days (Monday – Friday) from date of dispatch for your order to arrive. If 10 working days have passed, please contact us.
  • If your order was being delivered to any destination outside of Europe (including Russia) by a Standard Service, we would ask that you allow 15 working days (Monday – Friday) from date of dispatch for your order to arrive. If 15 working days have passed, please contact us.

There’s a missing part from an item

This can be caused by many things beyond our control, but don't worry - contact us and we'll get you the fastest resolution as a priority.

We stock thousands of brands and products and we'll ensure you are contacted as soon as possible with a viable solution. When using email please include your order reference, which will ensure the speediest reply.

If you decide to return your item:

  • Goods must be in original packaging
  • Goods must not be fitted or used
  • Please include a postal receipt
  • We will refund postage costs but only standard post or standard parcels for larger items
  • You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost
  • Please mark your parcel: 'FAILED SALE/RETURNED GOODS' to ensure that no further customs charges are incurred
  • Click for Return Request

I have incorrect items in my order

If something is missing from your order it may be because we had to split the delivery of what you ordered and the next post will deliver the remaining parts.

If we've sent you an item which is different to what is listed on your invoice we'll happily exchange it and pay your first class postage costs for returning the item.

  • Goods should be accompanied by a completed Returns Forms
  • Goods must be in original packaging. Goods must not be fitted or used
  • Please include a postal receipt
  • We will refund postage costs but only standard post or standard parcels for larger items. You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost
  • Please mark your parcel 'RETURNED GOODS-FAILED SALE' to ensure that no further customs charges are incurred
  • Click for Return Request

What happens next?

We'll notify you via email upon receipt of goods, and will carry out your instructions as indicated on your returns form (subject to stock availability) then refund any standard postage costs to you.

My order arrived damaged

We're sorry you've had a problem with your order. We do everything in our power to ensure that your goods arrive in perfect condition but if there's a problem with faulty or damaged goods please click here to contact us so that we can help you as quickly as possible.

When using email please include your order reference and a photograph of the damaged item, this will ensure the speediest reply from our Customer Services team. When returning the goods they should be accompanied by a Returns Form. Please include a postal receipt as we'll refund postage costs, but only Royal Mail 1st Class or Standard Parcels for larger items.

Please mark your parcel 'RETURNED GOODS-FAILED SALE' to ensure that no further customs charges are incurred. It can take up to 7 days for us to receive your return, depending on which postal service you use. However, once we receive your goods, we will inspect and process them within 24hrs. As soon as your return has been processed by our team we will email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Service team. Click here to contact us.