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Customer Service

Cusomer Service

Customer Service

How to order
Terms of trade
Prices, payment and taxes
UK postage, packaging and delivery
Overseas orders
Returns

How to order: When ordering, you will need to provide your name, billing address, delivery address, payment information and, of course, the details of the products you want. If you are a new customer you can either be added to the database or be a guest, when we will not retain information about you.
Whichever you choose, any credit card information will be securely processed via our on-line payment system or terminal at our office. As a matter of policy, we do not pass on information about customers to other organisations for any reason as we hate receiving unsolicited mail-shots. Please see our Privacy Policy.
If you have any questions, our office is open Monday to Friday, 9am-5pm and you can leave messages at other times. We aim to return messages within a day.
Terms of trade: Our terms of trade for on-line sales are available on this website and we comply with the UK Distance Selling regulations for consumer protection. In order to provide a more efficient service, we monitor your on-line sales experience using Google. Once we have accepted your order, despatched your goods and taken payment, a contract exists between us and is subject to English law.
Prices, payment and taxes: All prices are shown in pounds sterling (£) and include UK VAT at the current rate. It may be necessary to charge more for Waiting List items, but we will confirm this when finalising your order.
Customers from elsewhere in the European Community will be charged VAT. Customers beyond the European Community are not subject to UK VAT which will therefore not be charged. You may need to pay import duties, depending where you live.
We accept most credit and debit cards, including Visa, Mastercard, Electron, Delta, JCB, Maestro and Solo. For purchases outside the UK, your credit card company will convert to your own currency.
We will not charge you for goods until they are shipped.
UK postage, packaging and delivery: Postage and packaging is currently free per order, unless next day delivery is selected which costs £7.00. Next day delivery applies to weekdays only.
We aim to send goods as quickly as possible, normally within 3-5 working days. If we need more than 30 days, we will let you know. We are prepared to accept Waiting List orders for certain standard items when they are out of stock, but only by telephone and we will then up-date you with our progress.
We can arrange special next day delivery for urgent parcels, provided that the goods are in stock and we have the order before midday the previous day, but this must be done by telephone. Express delivery charges will be notified on placing your order. Unfortunately, this is not available everywhere in the UK or overseas.
Overseas orders: We try to use the cheapest, secure methods of overseas postage. There is a calculator in the on-line shop which will add the relevant charge using our contract with Parcelforce for tracked deliveries. If this seems very high it is because they have minimum charges for some destinations, but we can usually do better with direct postage. Please contact us direct to enquire about the options.
Returns: You are entitled to give notice that you wish to cancel your order and return goods for refund or exchange within seven days of receipt provided that they are unused, in saleable condition with original labels and in their original packaging. You should notify us in writing of this, normally by using the returns form enclosed with your goods. We will accept the return of the goods up to 21 days from receipt and will arrange for refunds within 30 days of your notice of cancellation. We will not arrange refunds unless the goods are returned in saleable condition and we do not refund the postage for sending or returning goods unless subject to a special offer.
Product images: Product images are for demonstration only.