ORDERS
+ Changes to an order
Once placed, an order cannot be changed including the delivery option and address. Where delivery address is updated in the account, it is reflected only in subsequent orders. Please ensure to keep your account information up to date and review in detail before placing an order. Where applicable an order can be returned for a full refund, please refer to Return and Refunds for detail.
+ Order with multiple sellers
Items from multiple sellers can be added to cart and can be conveniently bought in a single check out and transaction, that will automatically generate separate order for each seller, negating the need to place them separately. Your cart will show delivery charge for each seller (with selectable delivery options) before the checkout, as the orders will be fulfilled by respective sellers and dispatch from different locations arriving separately on different estimated dates where shown.
+ Problem with order
If there is any problem with your order, please let the seller know at earliest who would be happy to work with you to resolve the issue. For how to do this, please see 'Contacting seller' in FAQ.
- If you have placed the order but have not received your item, check the status of your order and tracking information where available. Once an order is dispatched or available for collection, a notification via email is sent. If the expected arrival time has passed, request an update from the seller to help trace your item, or provide a replacement or refund based on the situation.
- If you have received an incorrect, damaged or faulty item, you can return it for refund or replacement subject to availability, please refer to Return and Refunds for detail, and 'Returns' section in FAQ for how to do this.
+ Getting help
Whilst the seller tries to resolve your issue, please bear with them and extend any reasonable support, such as prompt provision of information where requested. From your contact, please allow 7 days for the seller to address your concern, in the unlikely event if the seller is unable to resolve the issue within the above time frame or if you feel it is not to your satisfaction, you can request us to step in. You can get in touch with us through our Customer Service page, we would be happy to assist you.
DELIVERY
+ Delivery charge
Delivery charge is determined by each seller and is added to each order. It is shown by the delivery options on the product page along with where applicable the minimum spent with the seller over which an option qualifies for free delivery.
It is possible to order from single or multiple sellers in a single transaction, the latter will result in a separate orders for each seller with respective delivery charge. Please see ’Order with multiple sellers' in FAQ for more detail.
+ Options and locations
Available delivery options for each item are shown on the Product page accessible by clicking the ‘Delivery options’ link, the desired option can be selected in the Cart before checkout. Each delivery option shows the charge, estimated time frame, type and where applicable the minimum spent over which it will be free. Further each delivery option shows the location(s) in which it is available, for example, ‘Standard Delivery, UK excluding Scottish Highlands’ is available in the UK but not Scottish Highlands, whereas ‘Next Day Delivery, UK’ is available to the whole of the UK.
Before placing an order please review each delivery option carefully and ensure availability for your location, where no delivery option for a listing is available for your desired location it cannot be delivered to you. If required please contact the seller for clarity before placing the order, please see 'Contacting seller' in FAQ for how to do this.
+ Selecting delivery option
The cart will show all delivery options for the items, to select the desired:
- Add the item(s) to your cart
- Go the cart by clicking the cart icon and pressing ‘View cart’ button
- Click the ‘Change/Calculate’ link in the Total cost section, this will pop up a window
- Select ‘Country’ and ‘State/Province’ from the drop down and click the ‘Get rates’ button. Please note this will show all available delivery options irrespective of your location
- Select the desired option, before doing so please review name of the option to ensure it is available for your location
- Click ‘Select Shipping method’ button
The selected option and the respective delivery charge will now reflect in your cart. As desired next ‘Proceed to checkout’ or ‘Continue shopping’.
+ Specific date delivery
Please contact the seller before placing the order with your query to discuss and understand the best options available. Please refer to ‘Contacting seller’ in FAQ, for how to contact a seller.
If you want items on different dates, please place separate orders using expected arrival time as guide.
+ Rearranging delivery
If you have missed your delivery, please contact the seller immediately to check available options and or the delivery company where tracking information or missed delivery notification is available to you.
+ Depending upon the situation, one of the following may apply:
- You may be advised to contact the delivery company for available options
- Re-delivery may be an option and may have applicable charge
RETURNS AND REFUNDS
+ How returns work
If you are not satisfied, items can be returned within 14 days for a full refund from when you receive them by notifying the seller. Please note exceptions apply; excluded items cannot be returned or refunded, please refer to Exceptions for detail.
Please submit a Return request within 14 days from when you receive your item(s). You have 14 days from the date when you request a refund, for the item(s) to be returned to the seller.
+ Please Note
- Returns are subject to seller’s approval.
- Item(s) returned must be unused, unopened and undamaged along with and in their original packaging and in a saleable condition.
- You have to return the item(s) at your cost to the seller and are advised to use tracked delivery with appropriate cover for transparency and peace of mind, unless the received was incorrect, damaged or faulty in which case the cost will be the seller’s responsibility. Where it is the seller’s responsibility the seller will provide you with a prepaid return label or similar arrangement, and in either case with any necessary instructions to return.
- The seller reserves the right of deduction, if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
+ Where to return
Once the Return is requested, the seller will work with you to conclude and provide any necessary instructions to return. Please do not return your item(s) without following this process and prior agreement with the seller.
+ Requesting return
This is a two fold process, you need to (1) submit a ‘Return Request’ and (2) ‘Message’ the seller. To do this please ensure you are signed in and complete the following steps:
+ (1) Return Request
- Go to Order page in your ‘Account / My Account’
- Select the desired order, by clicking on your order number
- Click ‘Request a replacement or a refund’, the page will show all item(s) on your order
- Select the desired item(s) by clicking the checkbox against it in the first column – once selected a ‘tick’ will appear against the line item showing it is selected.
- Select the desired quantity from the drop down box, by default minimum is selected.
- Select the applicable reason from the drop down box. Any additional comments can be added in the provided space.
- Select ‘Refund’ from ‘What you would like to do’ drop down
- Click the ‘Submit / Return’ button.
‘Return Requests’ within your account shows all your requests and their status. Should there be a need, a new request for other remaining item(s) on the order can be requested similarly.
+ (2) Message Seller
Please see 'Contacting seller' in FAQ and follow steps for 'Order related'. Drop a message letting the seller know that you have submitted a return request so any required communication can take place.
+ Checking return status
Within an order, Order returns link show all return requests for that order, including their status along with other information. You can click the return request 'id' to open the request for further detail.
+ How refunds work
Refund shall be processed within 14 days of either receipt of your returned item by the seller or receipt of your request where no item has been dispatched by the seller for your order. Refund is subject to seller's approval, please refer to Returns for detail. Refund will be made through the debit or credit card or any other payment method that we made available and used for the original payment, and will be up to the amount paid for the order only excluding any discount.
+ Refund time frame
Once processed, the refund takes 5-10 days to appear on the customer's statement.
USEFUL LINKS
+ Contacting seller
A seller can be contacted for general or order related queries once one is placed. Please register if not already, sign-in into your account and follow the relevant instructions below. All contact with the seller must be through our site and the provided functionality only.
+ General enquiries
Please ensure you are signed in. Go to the desired product page, and click ‘Contact seller’, type your message into the space provided and press send. You can check for response and your messages by going into 'My Account' and selecting Messages option whilst signed- in.
+ Order related
Please ensure you are signed in.
- Go to Order page in your ‘Account / My Account’
- Select the desired order, by clicking on your order number
- Click ‘Start Communication’ this is only required once
- Click ‘Communication’ button, click ‘New Post’ button
- Fill in your name and message requesting return of your order
- Click the ‘Submit / Return’ button.
Messages within your account show all your messages and their responses.
+ Can't find what you are looking for
If you still cannot find what you are looking for, then get in touch through our Contact us page and we will do our best to help you.