|Q. ||Is shopping on this site secure?|
|A. ||We take security very seriously. We do not hold any credit/debit card details and, where personal information is involved, all communications with our web server are encrypted using SSL technology. All our systems are also protected by firewalls.|
|Q. ||What payment methods do you accept?|
|A. ||We accept MasterCard, Maestro, Visa, and American Express credit and debit cards. We also welcome payment through PayPal, or by Bank Transfer or Cheque (drawn on a UK bank). There are no surcharges for any of these payment methods.|
|Q. ||Are my credit/debit card details secure?|
|A. ||Yes. We do not store any credit or debit card details - in fact we never even see them. When you choose to pay by credit or debit card your payment is taken through the HSBC Merchant Services Global Iris payments system. This secure payments system is operated by Realex Payments who are fully accredited with Level 1 PCI DSS by Visa and MasterCard.|
|Q. ||What happens if something is not in stock?|
|A. ||We will keep your order on hold and dispatch everything together as soon as everything is in stock. If you have chosen to pay by credit/debit card we will not take any payment until the order is picked and ready to be dispatched. If you have created an account on our website then you will be able to see when we expect stock to arrive by looking at the details of the order in your order history.|
|Q. ||Can you send what is in stock straight away?|
|A. ||If you want separate deliveries please place two separate orders - one for items that are shown as in stock and a second one for items not in stock.|
|Q. ||What does it mean when the availability on a product says I should contact you?|
|A. ||It means that we are out of stock of the item and that we are waiting for reliable information from our supplier or the manufacturer on when we are likely to receive our next shipment of the product. We are usually unable to give any firm date but we may be able to explain what is causing the delay and/or suggest alternatives.|
|Q. ||Can you deliver to the Channel Islands?|
|A. ||Yes. We can deliver to all addresses in the UK and the Channel Islands. We even automatically deduct VAT from orders being delivered to the Channel Islands. |
|Q. ||I am in the Channel Islands - how do I order without paying VAT?|
|A. ||This is handled automatically. If you provide a delivery address that is in the Channel Islands then you should not pay VAT and, unlike most websites, our checkout process is designed to handle this automatically. Once you reach the page where you need to confirm your order you will see that the VAT has been deducted.|
|Q. ||How do I know if I have successfully placed my order?|
|A. ||When you successfully place an order we will display a page confirming this and informing you of your Order ID. We will also send you an email which acknowledges the receipt of your order and provides you with a full copy of your order.|
|Q. ||What does the order status mean?|
|A. ||The order status indicates what stage you order has reached. You may see some of the following terms:|
- Pending - Your order has been received and logged on our system. We have not started to process it yet. If you have chosen to pay by cheque or bank transfer we may be awaiting receipt or clearing of your payment.
- On Hold - We have started to process your order but we have an issue that must be resolved before processing can continue. This is usually due to an issue with processing your payment.
- Awaiting Stock - One or more of the items you ordered was not in stock and we will progress your order as soon as stock arrives.
- Being Processed - Your order is being processed. We have received your payment and your order has been sent to the warehouse for picking.
- Being Packed - Your order is being packed. It has been picked and checked, and is now being packed in our warehouse.
- Despatched - Your order has been packed and has been shipped (or is awaiting collection by the courier). You will be sent a confirmation email when your order reaches this stage.
- Cancelled - Your order has been cancelled.
|Q. ||How much does shipping cost?|
|A. ||Shipping to most UK mainland addresses is free of charge on larger orders. Please see our delivery info page for full details on all our delivery options for your postcode.|
|Q. ||Can I have goods sent to a different address?|
|A. ||Yes, as long as you successfully complete all the card security checks when you enter your card payment details, or if you choose to pay by bank transfer or cheque. To make shopping on the internet safe, we take all card payments through the 'Verified By Visa' or 'Mastercard SecureCode' security checks. All long as you complete these successfully we can send your order to the delivery address that you choose. If you have any problems completing these security checks then please contact us, otherwise your order may be subject to delays while we carry out additional checks, and in some cases we may be unable to send out your order.|
|Q. ||What is an "account"?|
|A. ||If you do not already have an account, we provide the option of creating an account at the end of placing your order. Your account holds all the details that you will need to supply when you place an order (addresses, contact phone numbers, etc.) and if you come back to our website to place another order you can log in and place the order with just a few clicks rather than entering all the information again.|
|Q. ||Do I need to set up an account to place an order?|
|A. ||No. There is no need to create a password or register your details if you do not want to. Simply add the items you wish to buy to your shopping basket and on the Shopping Basket page click on 'Checkout'. You will be offered the option to 'Continue Without Signing In' (below the option to 'Sign In'), and at the end of the order process you will be given the option of creating an account based on the information you have already entered - you will just need to choose a password.|
|Q. ||Are my personal details safe?|
|A. ||All the information in your account is protected by an encrypted password. Because it is only stored in an encrypted form even we do not know what your password is.|
|Q. ||What happens if I forget my password?|
|A. ||Don't worry. All you need to do is go to the Sign In page and click on the "Forgotten your password?" link. We will create a new password for you and send it to the email address you provided on your account.|
|Q. ||How do I change the information in my account?|
|A. ||You can change the information in your account at any time simply by clicking on the "My Account" button at the top of any page (there is also a menu option on the Admin & Help menu).|
|Q. ||Do I need to sign out?|
|A. ||For your security and safety we strongly recommend you sign out when you have finished on our website. Signing out ensures that anyone else using your computer cannot access your account on our website, giving you peace of mind that your information is safe.|
|Q. ||I still need some help!|
|A. ||If you cannot find an answer above that helps then please don't hesitate to contact us either by email or phone.|