FAQ's - Current Situation
We're still here to help
Ensuring your orders and enquires are cared for are still our number one priority. Our teams have been working hard to provide the best possible service to you during this difficult time. If you have experienced any delays we would like to apologies and thank you for your patience and understanding during these unprecedented times.
Over the past few weeks we have collated together frequently asked questions from our customers, and we would like to take this opportunity to share some of the answers with you. We hope that you find this information useful.
I recently places an order - when can I expect to get it
We are currently experiencing a high volume of orders and because of the current situation, we have a reduced number of staff in the Call Centre. As a result there may be delays in processing orders. Please allow us 15 days from receipt of order to deliver your goods. After 15 days you are welcome to contact us and we will be able to investigate the reason for the delay.
Why 15 days
Our despatch department also have a reduced number of staff and need to respect safety protocols on social distancing. We also rely on Royal Mail for 95% of deliveries and they too are experiencing challenges in delivering to their normal schedule.
Refunds and partial refunds
If you would like a partial or full refund please email us here using the the subject line REFUND. We will be processing these within a 21 day period.
Can I call in my order
At present our Call Centre lines are closed. If possible, we recommend you place your order online, but if you are unable to do so email us here with the subject line CALLBACK. Please provide contact details and we will endeavour to call you back within 5 working days to help take your order.
You have not responded to my email yet
We sincerely apologise if you have not yet had a reply to your enquiry. We have experienced unprecedented email volumes since the out break of COVID-19. To ensure the health and safety of our staff we have had to change the way we respond to customers. This has led to regrettable delays, but rest assured we are working through replying individually to the hundreds of emails we have received.
Will you remain open
We will stay open to take orders on the website for as long as our despatch warehouse remains open. We are classified as a health business and therefore have been granted permission to remain trading. We continually assess the current situation along Government advice and the safety of our employees.
Out of Stock Items when are they back
We apologise if the item you require is not currently available. We have excellent suppliers who are determined to meet our purchase demands, and are sending stock as soon as it is available. If you would like to know when an item will be back in stock please visit the product page for up-to-date information.
Thank you for your ongoing support, and take care of yourselves and each other.