FAQs
Got Questions? We’re Here to Help
Whether you’re a new customer or a long-standing trade partner, we understand you may have questions about our products, services, or processes. To make things easier, we’ve compiled a list of frequently asked questions covering everything from ordering and delivery to returns and trade accounts. If you can’t find what you’re looking for below, don’t hesitate to get in touch with our friendly customer service team.
How do I place an order?
You can place an order directly through our website. Simply browse the categories, add items to your basket, and proceed to checkout. For trade orders or bulk enquiries, feel free to contact our sales team.
Do you offer trade accounts?
Yes, we offer dedicated trade accounts with access to exclusive discounts, priority support, and credit facilities. Apply for a trade account here.
How can I return an item?
To arrange a return, please contact our customer service team by phone or email. Items must be unused and returned in original packaging. For more details, see our refund policy.
Can I track my order?
Yes, once your order has been dispatched, you’ll receive an email with tracking details. Account holders can also log in to view order status and history.
I received a damaged or incorrect item—what should I do?
Please contact us immediately with your order number and a description or photo of the issue. We’ll resolve it as quickly as possible.
Do you deliver outside of the UK?
At this time, we only deliver within the UK. For special shipping requests or bulk international orders, please get in touch.
Can I get a copy of my invoice?
Yes. If you have an online account, you can log in and download past orders. Alternatively, contact our accounts team to request a VAT Invoice copy.
How do I amend or cancel my order?
If your order hasn’t been dispatched, we’ll do our best to amend or cancel it. Please call us as soon as possible for assistance.
Will my agreed trade pricing show on the website?
Yes. Once logged into your trade account, your agreed prices will automatically display.
What are your opening hours?
Our standard office hours are:
• Monday to Friday: 8am – 5pm
• Saturday & Sunday: Closed
I can’t find the product I need—can you help?
Absolutely! If you’re looking for something not listed, contact our team and we’ll try to source it for you.
