Frequently Asked Questions

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.

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 your order has been picked and is ready to be dispatched. If you have an account on our website then you will be able to see when we expect stock to arrive by looking at the details of your order in your order history.

If you would like 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.

It means that we are out of stock of the item and that we are waiting for information from our supplier or the manufacturer on when we are likely to receive further stock.

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.

Yes.

We can deliver to all addresses in the UK and the Channel Islands. We automatically deduct VAT from orders being delivered to the Channel Islands.

This is handled automatically.

When you provide a delivery address that is in the Channel Islands our checkout page will automatically display prices without VAT (unlike most websites).

We accept MasterCard, Maestro, Visa, and American Express credit and debit cards, as well as payments through PayPal.

There are no surcharges for any of these payment methods.

Yes.

We use Braintree's payments service. All payment details entered on our website are actually entered into fields hosted directly by Braintree. We do not store any credit or debit card details and we only have access to a limited set of payment data from Braintree. Braintree is a validated Level 1 PCI DSS compliant service provider.

No.

We only request an "authorisation" when you place your order. This verifies your account and marks the funds as available for us. When your order is being packed, and about to be dispatched, we finalise the transaction at which point payment is taken from your account.

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.

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.
• 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 has been sent to the warehouse for picking.
• Being Packed - Your order is being packed in our warehouse. It has been picked, checked, and payment has been taken.
• Dispatched - Your order 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.

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.

Yes, as long as you successfully complete all the security checks when you enter your payment details.

To make shopping on the internet safe, we take all card payments through the "Verified By Visa" or "Mastercard SecureCode" security checks. As 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.

We provide the option of creating an account on our "Sign In" page and, if you choose to place your order as a guest, you can also create an account at the end of placing your order.

Your account holds all the details that are needed when you place an order (addresses, contact phone numbers, etc.) and if you come back to our website to place another order you can simply log in and place your order with just a couple of clicks rather than having to enter all your information again. Your account also stores a history of all the orders you have placed with us and you can see the progress of any of these orders.

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 can choose the option to "Continue As Guest", and after completing your payment 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.

Your account is protected by an encrypted password. Because your password is only stored in an encrypted form even we do not know what your password is.

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.

You can change the information in your account at any time simply by clicking on the "Your Account" button available at the top of most pages (the same option is also on the Admin & Help menu).

For your security, and the safety of your private information, we strongly recommend that you sign out and close your browser window when you have finished on our website.

This will ensure that anyone else using your computer cannot access your account on our website, giving you peace of mind that your information is safe.

If you cannot find an answer above that helps then please don't hesitate to contact us either by email or phone.