Q. Do I have to be registered to use the website?
You can browse our products online without having to register, but if you wish to purchase online, we ask you to complete some basic details such as your name and address. We do ask you for your e-mail address and phone number so that we can contact you about your order, but we will only use these in relation to your order (unless you tell us to the contrary), and occasionally our carriers may contact you by phone if they are having difficulty delivering your parcel. You can change your privacy settings in 'My Account' to determine whether or not we can pass on your details to anyone else.
Q. Are the products on the website the same as those in your paper catalogue?
Everything that is in our paper catalogue is available on the website. However, at times we have special offers on the website which are not available in our paper catalogue, with end of line items, sale goods and new products.
Q. What is the delivery time?
We aim to despatch all orders within 5 working days of the order being placed. However, at busy periods such as Christmas and during a sale, the despatch time can take a little longer. If you are in a hurry for your order, there is an Express service. For more details please see delivery information.
Q. Can I send items as gifts to a different address/to my place of work?
We can despatch your parcel to any address, including your place of work. However, we do need to have your invoice address (where your card is registered) to authorise your payment. Please ensure that we have both addresses
Q. I registered on your website a while ago, but now I can't remember my password. Help!
Don't worry - simply go to the login page and click on the 'Forgot Your Password?' link. All you have to do is type in your e-mail address and you will be immediately mailed with instructions and a new password.
Q. I've heard a lot in the news about security issues, and my friends have told me not to give out my card details online. How secure is my data?
Your personal information is completely safe. Please see our Security & Privacy page for more information.
Q. I'm not sure if I've registered or not! How can I tell?
To log in, you need to know your email address and password. If you cannot remember if you are registered, click on the 'Forgot Your Password?' link on the login page.
Q. Can I put some things in my basket and save them until I'm ready to order?
To make sure your items are saved, it is advisable to be registered on the website and logged in. Then all you need to do is add items to your basket, and they will then remain there until you are ready to order. If you close your browser session, if you have cookies enabled, when you return to our website within 30 days, your basket will still have the items in that you have placed there previously,
Q. How do I track my order once it's been placed?
Firstly, by logging in to your account you can view the status of your order by clicking on the ‘View My Order’ link next to your order. If your parcel has not been despatched and you have an enquiry, please contact us on 0844 557 5261 or alternatively email us on firstname.lastname@example.org. If your order has been despatched you will receive an email once your parcel has reached our courier; by following the link you will be able to track your parcel. If you have any questions or concerns, please contact our friendly and knowledgeable Customer Support Team.
Q. Can I add to my order after I have sent it?
Sorry, but no. Once you have completed your order, it goes so quickly through the system that it is impossible to add or delete things. Please double-check your order before you click the final 'Place Order Now' button.
Q. After ordering from some mail order companies, I have been swamped with junk mail. How can I stop my details from being passed on to other companies?
When you register on our website you will be asked whether you want us to pass on your details or not. This is then transferred on to our database. If you have already registered, and are not sure of your selection, please check your Contact Preferences in My Account or email email@example.com with your details and we will update your records.