Frequently Asked Questions


Received an Incorrect/Faulty Item

Please contact us with your name, order number and the incorrect item(s) details you have received.

We will send you out the correct item as quickly as possible.

Missing An Item

We may have sent your items in separate parcels so please check your email to see if your items will be arriving separately.

If your order has been sent in separate parcels then this will be indicated on your delivery note.

If you are still missing an item then please contact us with your name, order number and the item you are missing.  We will try to resolve the issue as quickly as possible.

Can I Amend My Order?

Unfortunately we can’t make changes to order once you have placed it. This includes changing the delivery option, delivery address or payment method.

However you may be able to cancel your order and place a new one, please contact us for further help.

Can I Cancel My Order?

You may cancel your order before it has been dispatched, please contact us to do so. 

If your order needs to be cancelled at short notice or you have selected Express Delivery we recommend you call us on 0845 838 7758 to ensure that your order is not packed and dispatched. 

When you place an order with, those funds are reserved for us.  We do not take the money until your order has been checked and passed to the warehouse department for dispatch. 

If you cancel your order we will not take the payment, however it may take 3 – 5 days for the funds to return into your bank, as they have been reserved for us.

If you have been notified that your order has been dispatched then please follow our returns process.


This is the time it takes for your order to be picked and packed before it leaves our warehouse. This usually occurs within 24 hours (Mon – Fri) of your order.

Pre Orders

A Pre Order is when a customer places an order for an item that has yet to be released.  In this case we reserve the customer's order from our allocation. As soon as our stock arrives we will despatch your order. 

Payment for pre orders are not charged at the time of order, you are only charged once we have received our stock and passed your order to the warehouse department for dispatch.

Release Date

Release dates are set by the supplier or manufacturer, these are subject to change and out of our control.

Is Your Site Secure?

We take security very seriously and therefore we use industry leading technology to keep your information safe. is secured by Comodo EV SLL which uses 128-bit Secure Socket Layer encryption to protect your personal and credit / debit card information.

When you begin to checkout on our site you will see the words “secure” and a small padlock sign highlighted in green in the left hand corner of the address bar, this confirms that you have entered a secure payment page.

If you would like to know about SSL please visit

Data Privacy

We take your personal information very seriously, if you chose to create an account with, you can be safe in the knowledge that we are fully registered with the ICO and comply with their terms of use. We do not share or sell your details.

What Payment Methods Do You Accept?

We accept all major credit and debit cards. Payment is taken once your order has been passed to the warehouse to be packed and dispatched.