Sorry you've encountered a problem. We aim to provide the perfect customer experience, and it upsets us when we get it wrong. The best thing to do if you have any concern is to get in touch with us as soon as possible — the sooner we know something's wrong, the sooner we can fix it!
In the meantime, your problem may fall into one of the categories below.
A problem with your order
If there is anything at all wrong with your order, or anything is missing, please let us know as soon as possible so we can rectify it. The sooner you let us know, the sooner we can get a replacement in the post!
No sign of your order
If your order hasn't turned up within a couple of days, check the delivery estimate by the products you ordered. We usually send your order out in one package, so if there's a wait for one item it may delay your order.
If you need your order urgently, let us know — we may be able to take special measures to get at least some of it to you more rapidly.
Also remember that postal deliveries often take a little longer near public holidays and around Christmas.
Problems with the website
If you are unable to add items to your basket, or have problems paying for your items, this is most likely due to server delays with one of our service providers. These are usually transient so if you try again in about a minute or so, you'll hopefully find it's cleared up. We know how frustrating this can be, but unfortunately there's nothing that can be done at our end!
You can always try reaching us via telephone and placing your order that way, if you'd prefer.
If you do find a broken link or other problem with our website, we will fix it as soon as we know about it.