Frequently Asked Questions

Welcome to FAQ where you can find some answers to most of your queries. If you can't find what you are looking for here, drop us an email here and we will get back to you as soon as possible.

Delivery Information

All orders may take up to 4 days to process and will require a signature upon delivery.

United Kingdom

Free Recorded Delivery with Royal Mail
(Estimated delivery time is 2-3 working days to arrive at your door) 

Europe

£5.50 for International Recorded Delivery
(Estimated delivery time is 4 -5 working days to arrive but may take up to 15 working days, delivery dates depend on your country's postal service.)

Rest of the world

£7.50 for International Recorded Delivery
(Estimated delivery time is 5-7 working days to arrive, up to 15 working days, delivery dates depend on your country's postal service.) 


What payment methods do you accept ?

We use Paypal for secure online payments. Customers who have not signed up for a PayPal account should follow the 'Don't have a PayPal account?' link to complete the payment process. A PayPal account is not required to complete a purchase.

We accept all major debit and credit cards including American Express via PayPal. We accept international payments (although your bank may charge you a small currency fee). Our site is fully secure. We use a leading card processing company and your card details are never visible to a human being.


What currency will I be charged in ?

The final price is fixed and will be charged in £ Sterling. All other prices are calculated from the current exchange rates and are approximate only and should be used only as a guide. 

The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company when your account is debited. Please note that rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.


Can I have a different delivery address to my payment address ?

You can only specify a different delivery address from your billing address, if it is your place of work. Just fill in your office address details at the checkout when prompted. We cannot change the delivery address of a parcel once your order has been placed.

Do you deliver to PO BOX addresses ?

Sorry but we do not deliver to PO BOX addresses for security reasons.

I am having difficulty placing an order

We are sorry to hear you are having trouble placing an order. The easiest solution is to drop us an email here and we will be happy to help. Our operating hours are between 09:00-17:00GMT Monday - Friday.


When will I receive my pre-ordered item ?

You will be able to pre-order certain items when they are out of stock. Estimated delivery times will be listed for each pre-order item. Delivery times are estimates and are subject to change.


I have ordered several items including pre-order items, when will I receive my order?

We will generally dispatch your order once all the items are ready. However, depending on the estimated delivery dates for pre-ordered items, we may dispatch the pre-ordered item separately when they become in-stock. 


Can I change my order once placed ?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items.


What if my order is not correct ?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us here, and we will look into it. Please include your order reference at all times when e-mailing us.


How do I return an item or an order ?

We are sorry to inform you that we do not issue refunds however we will exchange any items returned to us within 14 days.
If an item is faulty we will exchange it. Please note that all our items are hand-finished in London so there might be minor discrepancies.

Please be sure to clearly mark your return shipment as returned goods on any customs or postal forms. Once we receive payment for postage for the replacement items we will dispatch within 48hours.

Return address can be found on the back of the postal packaging.


Do I have to pay customs and import charges ?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.