Please find the answers to some questions we are asked most frequently. If you can't find what you need here, please contact us.
Q. Are my personal details secure on this website?
A. Yes. The site is encrypted so only we have access to any information you enter. We only store information required to process your order. We use Sagepay to process card payments, through a screen embedded in our site, so we do not handle or store any card details. Sagepay maintain the highest possible level of security and PCI (Payment Card Industry) compliance.
Q. Will you sell on my details for marketing?
A. No. We are strongly against passing personal information to other parties and will never do it (unless required to do so by law). If you opt in, we may send you the occasional email with details of promotions.
Q. When does my card get debited?
A. When you enter your details, we are given a ‘pre-authorisation’ from your card issuer. This confirms that there is sufficient money available to make the purchase, and reserves that amount on your account, but does not actually debit your card. If you choose to cancel the order before it is despatched we will void the ‘pre-authorisation’ but it can take up to 24 hours for the transaction to be removed from your account. We only debit your card at the time when we despatch.
Q. Why was my payment was declined?
A. Some of the most common reasons for payment to be declined are:
1. The card details were entered incorrectly.
2. Your billing address did not exactly match that registered with your payment card company.
3. There are insufficient funds available.
4. As part of anti-fraud measures.
If you have entered all your details correctly and the payment is still declined, we recommend you call your card issuer for advice.
Q. Why is Delivery only available for the UK?
A. The cost of delivery outside the UK varies significantly and can be very high, there is also an increased risk of fraud. As a result we only delivery within the UK.
Q. Why do you only accept cards registered in the UK?
A. Credit card fraud is a big and growing problem and we are unable to perform full security checks on cards which are registered outside of the UK, so unfortunately we can only accept payments made with UK registered cards. We can accept payment by bank transfer, but if the account is in a foreign currency our bank will add a surcharge. Please contact us for more information.
Q. The delivery charge seems high compared to the value of my order
A. Our delivery charges include VAT and cover the cost of packing materials, processing time and the actual postage or courier charge. We do not make a profit out of our delivery charges, in fact we subsidise the cost of all our delivery options. Royal Mail will deliver to the entire United Kingdom for the same price, however for heavy items they can be very expensive, so we will use a courier instead. Couriers add a surcharge for addresses in remote areas and offshore, and this is reflected in our delivery charge. The courier surcharge is the lesser of two evils, and once again we do not make any profit out of it.
Q. I want to order a lot of items, can I have a discount?
A. We welcome enquires for bulk orders, and are often able to offer a discount for volume. Please contact us with details of the items you are interested in and we will be able to provide a quote.
Q. Why does my packaging look used?
A. Wherever possible we re-use packing materials, to reduce our environmental impact. Please see our recycling policy for more information.
Q. Are you compliant with the WEEE regulations?
A. Yes we are. Please see our WEEE policy for more information.