How do I make a purchase?
Once you have found the item(s) that you wish to purchase, simply click on the ‘Add’ little bag icon below the image and the item will be automatically added to your bag. Alternatively, you can click on the product image or title to visit the product page and find all the information you may need. Once you’re happy, simply click on the ‘Add to bag’ button you see in this page and the item will be added to your bag.
Your bag is permanently on the top right of your screen and it’s constantly updated so that you can check it. You can continue shopping and add as many items as you want to your bag before checking out.
When you are ready to complete your order, click simply click on your bag (top right of the screen) and choose between ‘Shopping bag’ (if you want to see a summary of your order, or you’ve got a promo code/gift voucher to use) and ‘Secure checkout’ (if you prefer to skip the summary and proceed straight to the checkout process).
You can either checkout as a registered customer or as a guest:
Checkout as a registered customer:
If you already have an account registered with us, you may be asked to login, and then proceed to the ‘Checkout’.
Checkout as a guest:
If you do not have a registered account with us, you can choose if you prefer to register here or to checkout without registering through the ‘Checkout as a Guest’ option.
In both cases, you will need to enter the details necessary to complete your order (i.e. your delivery information and email address). Ensure that all of your address, order and payment details are correct and then confirm your order
If you have any questions on this process, or have any difficulties placing an order, you can contact our customer service and they’ll be happy to help you. Simply click here to get in touch.
Can I order over the phone?
If you are unable to place an order on our website, please get in touch. Please make sure you have details of the items you require beforehand and our team will be happy to help you.
How will I know you received my order?
You will receive an order confirmation email, within 12 hours of your order being placed. If you have not received this email, please check your junk mail filter. Alternatively, your order may be on hold, in which case you will receive an on hold email from us.
When will my payment be deducted?
Your payments will be taken when you place your order, just after we performed a security check.
How can I retrieve my order number?
When you place an order, we send an order confirmation email to the email address your account is registered to or to the email address you provided during the checkout process, if you don’t have a registered account. This email includes your order number, identified with # (example: # 100232578).
In addition to this, if you’ve got a registered account, in the ‘My Account’ area, you can check your ‘Order history’ to find your order number. For each order listed in the ‘Order history’ section, you can also see detailed information clicking on ‘view order’.
Can I add items to an existing order?
Unfortunately no, because we aim to dispatch your order as quickly as possible, we do not allow you to add items to an existing order. If you want you can try and get in touch and we’ll be happy to help you if possible, but please note that if the order has already been dispatched we won’t be able to change it either. In this case, the easiest way to add items is to create a new order.
Can I cancel an order once it has been placed?
Unfortunately, once your order has been placed, there is no way to cancel or stop it. If, after placing an order, you've changed your mind just wait for the order to arrive and return it within 30 days to get a full refund.
How do I redeem a eGift voucher, discount or special offer?
You can redeem your eGift voucher, discount or special offer in 'Your shopping bag' on our website.
If you have a eGift voucher or a Promo code you can enter them in the provided fields in ‘Your shopping bag’. If there’s a special offer online and your bag qualifies for that, it will automatically display in the ‘Your shopping bag’ area before proceeding to the checkout.
At present, gift cards bought in store can only be redeemed in store, and eGift vouchers bought online can only be redeemed online. We currently run two separate systems for our store tills and our web store, but we are looking to integrate them so that we're able to offer one gift card which can be used both in store and online.
Please note that if you received a eGift voucher and you’ve got an account with us, the amount will be automatically added to your credit once you insert it in the ‘My shopping bag’ area, and the amount displayed in the eGift voucher field will be zero, as it’s already been added.
How can I purchase a eGift voucher for someone else?
Purchasing a eGift voucher is very easy. You just need to click here and fill the form. You can choose any amount between 5£ and 200£, include your details and the recipient’s details, and also add a personalised message if you want.
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