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FAQs

Please see our frequently asked questions below, this may help you resolve a question before contacting us. If you still haven't found an answer to your question below, please contact us for further assistance. 

 

I’ve placed an order, but haven’t received a confirmation email?

We will always automatically send a confirmation email when your order is placed. If you have not received this, we recommend you also check your junk emails are they can sometimes accidentally end up in the junk folder. If it still can not be located, it is possible there was an error when entering your email address at checkout. Please contact us with your delivery postcode so we can look into this for you and resend your confirmation email to the correct email address is required.  

 

Can I change the delivery address on my order?

We can change the delivery address on your order providing the order has not yet been shipped. If the order has been handed over to the courier, we are not able to intercept the delivery.

 

What expiry date can I expect on the items included in my order?

We offer a minimum of 3 months expiry date on all products. If you are unhappy with an expiry date, we offer a prepaid return label so you can return the product for a refund or a resend.

 

Can I collect my order instead of delivery?

As we are online only, we do not have a collection process in place and we only offer delivery.

 

I placed my order but forgot to add an item, can I add this to my order?

We unfortunately cannot add, remove, or change items once your order has been placed. We also do not offer substitute items.

 

Do you offer wholesale or trade accounts?

As we are a retailer and not a wholesaler, the prices on our website are already the best and lowest price we can offer. Due to this, we do not offer trade of wholesale accounts.

 

I have received delivery but have only received part of my order, where is the rest of my delivery?

Depending on the weight and size of your order, we may need to send the order in multiple parcels. We send orders with Royal Mail and Parcelforce depending on weight, so it may be the case that part of your order is delivered by Royal Mail and the other part is delivered by Parcelforce. Delivery of multiple parcels may be made a couple of days apart.

 

My parcel says it has been delivered, but I have not received it?

If your order is showing as delivered but you have not received this, this may be for a number of reasons. First check your tracking number on the courier website to make sure this has not been returned to the depot if you were not home. If this is he case you can either collect your parcel from the depot, or book a redelivery for a suitable date that works for you. If your parcel has not been returned to the depot, we ask that you please check all safe places around your home and with neighbours, or with work colleagues if this was delivered to a workplace. If the parcel is still not located, please contact us as we will need to investigate this further with Royal Mail/Parcelforce.

 

My order has been shipped, but the tracking isn’t recognised?

If your order has been shipped but there are no updates on the tracking don’t worry, this can sometimes take 12-24 hours for Royal Mail to update this, especially over busier periods.

 

Do you offer next day delivery?

We do not currently offer expedited or next day delivery on orders, we ask for 1 - 2 working days handling time, then 3 - 5 working days delivery time.