FAQs

We aim to provide our customers with the best handling and shipping services possible, below are some of the frequently asked questions, but please feel free to contact us if you require more details.

How is shipping calculated? What are your shipping rates?
Shipping cost is automatically calculated during checkout based on two factors: the total weight of the items you selected; and the shipping destination. We send orders from our depot in Birmingham – UK. We use a variety of shipping methods, such as First-class standard, Signed For 1st class, next day delivery and Store collection. The carriers we use are Royal mail and DPD.

When does my order get shipped?
We do our best to dispatch orders as quickly as possible. Total delivery time is the time we need to retrieve and pack your order plus the actual shipping time. We usually dispatch orders within 24 hours of receiving them, then the actual shipping time will be depending on the destination address and delivery method chosen. 

Please note that orders will not be sent until ALL items are in stock.

What does my order status mean?

Not Finished: This is the initial status indicating that the order has been created in the store’s database, but the payment has not received yet.

Queued: This is a temporary status indicating that the store is waiting for your payment to be cleared, (for example, an order processed through PayPal may get the status “Queued” until PayPal collect the payment from the customer)

Failed: This status indicates that the payment processing has failed, and the order will not be processed.

Processed: This status indicates that the store has received your payment and your order is to be packed and sent by the appropriate team.

Declined: This status indicates that the order has been cancelled by the store administrator. For example, this status may be used when the card paid with does not sufficient funds to complete the payment.

Complete: This status indicates that your order has been completed and dispatched.

Partial Refund: This status indicates that a small refund has been made to you for either a product being out of stock or a cancellation made on the customers behalf.

Refunded: This status indicates that a full refund has been issued.

Feedback: This status indicates that you received your order and a feedback email was sent to you.

How long will it take my order to arrive?
All depends on the shipping method that you choose. Once the order comes through to us we aim to get your order dispatched within 24 hours (Providing all items are available and in stock). Shipping within the UK for 1st class standard and Signed for 1st class has a delivery aim of 2 working days. Next day delivery is takes one working day after the order has been dispatched.

3-5 working days for EU destinations, and 5-7 working days internationally, that’s plus the pulling and packaging time stated above.

Do you ship to my country? Do you ship internationally?
Yes, we ship anywhere worldwide, please note that each country handles imported goods differently. You will be responsible for any custom or duty charges that may be applicable.

Can I send orders to others at different address or different country?
Yes, you can send orders to others as long as you provide us with the recipient’s full name, detailed address and phone number.

Can I ship to a P.O. Box?
Yes, we can ship to PO Boxes.

Will the items on my order ship together or separately?
Your items will be shipped together unless we found it safer to send them in 2 or more shipments. You will NOT be billed for extra shipment – you only get charged for one shipment.

How do I cancel my order?
Providing your order hasn’t already been dispatched. You cancel your order by contacting us using the online contact us form. Just enter your message along with your order ID and the name you have placed the order on.

How do I change the delivery address of my order?
Providing your order hasn’t already been dispatched. You can change the delivery address of your order by contacting us using the online contact us form. Just enter your message along with your order ID and the name you have placed the order on.