Frequently Asked Questions

We are committed to delivering a first class service and are always happy to help. Please do not hesitate to contact us if you are unable to find the information you are looking for on our website.


Despatch & Delivery

What are your UK delivery options?

We deliver to all areas of the United Kingdom and to select destinations across Europe.

Standard UK Delivery is just £3.99 regardless of weight and the number of items you order, or Free when you spend £60 or more.

First Class and Express Next Day delivery options are also available to mainland UK addresses. Please see our delivery options page for full details.

Do you offer next day delivery?

Next day delivery is available for £7.99 to mainland UK addresses if you place your order before 2pm Monday – Thursday (excludes Scottish Highlands and Islands). Orders placed on Friday before 2pm will be delivered the following Monday.

Please note that a signature will usually be required and next day delivery is not available for personalised items.

What are your international delivery options?

Bonjour, Guten Tag, Hola! We are pleased to offer delivery to select countries within the Europeon Union.

EU zone 1: Ireland, France, Belgium, Germany, Netherlands, Luxembourg £16.99

EU zone 2: Austria, Italy, Spain, Cyprus, Malta, Portugal, Greece, Denmark, Sweden, Finland, Eastern Europe £19.99

Do you deliver to BFPO addresses?

We accept orders to all BFPO addresses with a valid postcode, which are charged at our Standard UK delivery rate.

Please note that there is a weight limit of 2kg for BFPO deliveries and product restrictions vary by country. We will contact you if your order is affected by these restrictions.

Please ensure that you use the correct full address, including postcode, unit and sub unit details, as it may be impossible to locate the correct recipient especially in larger garrisons without these details.

BFPO mail often endure a long journey to reach its destination especially in remote areas of the world. Please refer to the BFPO website for delivery time information.

How will my order be dispatched?

Orders are usually dispatched via Royal Mail, Parcel Force or DPD courier services. The delivery method is usually determined by the option you select during the checkout process but is also dependent on a number of other factors including reliability, and the size, weight and value of your order. .

You will receive an email to let you know when your order is on its way.

When can I expect my order to arrive?

We don’t like waiting any more than you do! With that in mind, we aim to dispatch your items from our store within one working day. The majority of orders sent by Standard Delivery usually take 2 to 5 working days to arrive. First Class orders usually arrive within 1-3 working days. Personalised items and deliveries to certain areas such as the Scottish Highlands & Islands, offshore locations and Northern Ireland may take a little longer.

The majority of orders sent by International Delivery usually take 3 to 6 working days to arrive, however please note that deliveries can occasionally be delayed by customs and other local matters beyond our control. We recommend you allow 15 working days when sending gifts overseas.

What happens if there is no-one available to receive my delivery?

Our delivery partners will leave a failed delivery “we have something for you” card if there is no one at home to receive your order. They may try to deliver to your safe place or to your nearest neighbour before taking your parcel to your nearest delivery office.

Please check your failed delivery card for details on how to collect your order or arrange a redelivery. Orders are usually held at your local delivery office for eighteen days before being returned to us.

Please note that our postage and packaging rates are subsidised and we charge a £5 restocking fee if your item is not collected from your local delivery office and returned to us. This fee helps offset the costs associated with packaging and sending the items to you, and any additional postage fees associated with the return. If your item is not collected and returned to us, you will be refunded the full amount minus any postage fees and the restocking fee.

Can my order be sent to a different delivery address?

Absolutely, if you would like to send an order (like a gift) to a different address you may do this. Your delivery address does not have to be the same as your billing address - simply enter the recipients details during the checkout process.

We are very sensitive to the fact that you may be sending a gift and therefore do not include pricing details if your order is being sent to a different recipient. You can also add a gift message on our checkout page.

What happens if my order is delayed by customs?

The majority of deliveries within the European Union usually take 3 to 6 working days to arrive, however please note that deliveries can occasionally be delayed by customs and other local matters beyond our control. We recommend you allow 15 working days when sending gifts to these countries.

We are always happy to help, so please do not hesitate to contact us if you are concerned about the delivery time for your order.

Something is missing from my order, what should I do?

Don’t panic, it’s most likely on its way to you separately. Please check the order dispatch invoice with your delivery for any notes relating to your order or get in contact and we’ll happily track down where it is for you.


Placing an Order

How do I place an order?

Found an item that you would like to order? Simply click the item to view additional product information including useful details such as the manufacturer and its dimensions. If you are viewing a personalised product you will have the option to add the personalisation details here.

If you would like to place an order, simply click the 'Add to Basket' button. Once you’ve added your items to the basket, click the shopping basket icon in the top right corner of the screen to proceed to the checkout to place your order.

Not computer savvy? You're not alone, just give us a call and we’ll be more than happy to help.

Do I have to register for an account to place an order?

You don’t need an account, or to register for an account, in order to place an order with us. There is an option to create an account after you have placed your order. This is highly recommended as your order details will be saved for future reference and you’ll be able to move through the checkout process much quicker in future. An account has other benefits too – you’ll be able to store multiple addresses and create your very own wish list.

Do you include invoices or prices in the order?

We are very sensitive to the fact that you may be sending a gift and therefore do not include pricing details if your order is being sent to a different recipient. A detailed delivery note is only included if the billing and delivery names and addresses are the same.

Can I place a backorder for an item that is out of stock?

I’m afraid we are unable to take backorders at the moment. The reason for this is that many of our items are sourced from small independent companies; their products are often in high demand and availability can change at a moment’s notice.

If the item you would like is out of stock, please register for a 'back in stock alert' from the product page. By doing this, you will receive an email to let you know as soon as more stock has arrived.

Can I place my order by post or over the phone?

Yes, however please note that in order to protect your personal details we do not take payment details over the phone. When placing an order over the phone you will receive an invoice with details of how to pay.

I have a question about a product, what should I do?

Whether it be about one of our products, a query about an order, or feedback, we're always happy to help. Please do not hesitate to contact our customer services team.

What is the 'Wish List' service and how do I use it?

The wish list service is where you can keep track of any item that you are thinking of buying. Simply click on the wish list button on as many products as you like. You can email your wish list to a friend, or simply use the service to keep track of the products you are thinking of buying for yourself or as gifts. To activate your wish list, you will be need to register for an account.

Can I add a gift message to my order?

Yes, we are pleased to offer this facility - you can add your gift message on our checkout page, or send us an email with your message and we'll ensure it's included with your order. Please note that our gift message service is unavailable for personalised items.

Do you offer a gift wrapping service?

Unfortunately not at the moment, however we hope to launch a gift wrapping service soon. Watch this space!

Can I add to, change or cancel my order?

Orders from our website are transferred to our dispatch team and cannot be changed or cancelled online. Please contact us immediately by telephone or email if you would like to amend or cancel your order.


Payments & Security

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Visa Debit, Mastercard, Maestro and American Express. You can also pay by PayPal. Our credit and debit card payments are handled by Stripe, the UK’s leading PCI DSS compliant payment provider. We do not store your credit card details on our system.

Based on the type of card you are using for payment, you may be asked to enter further details to enhance the security of the transaction. This request for information comes directly from your card issuer and relates to a password that identifies you as the authorised user of the card. If you do not have a password, you can usually create one during the transaction process.

How safe are my payment details?

It’s our top priority to ensure our customers transaction data is kept secure at all times. Our card payments are processed by Stripe, one of the most trusted and secure payment service providers in the UK.

Stripe have been awarded Level 1 PCI DSS complaint status, which is the highest level attainable and reflects the importance we place on our customers security. We do not store any of your credit and debit card details on our system.


Returns & Replacements

What is your returns policy?

We hope you are delighted with your items. However, if you're not for any reason we offer a 21 day no quibble exchange or refund returns guarantee. Please note that returned items should be in the same saleable condition that we sent them. We are sorry but personalised items and perishable goods (such as food items) cannot be refunded or exchanged unless faulty.

When returning your items, please ensure you follow our returns process which can be found on our Returns Information page.

How long does it take to receive a refund?

Please allow up to 14 working days for the goods to be returned and for us to process your return. We will carry out your refund using the same means of payment as the initial transaction.

How long will it take to deliver a replacement item?

Returns are processed within 48 hours of receipt. Please allow up to 6 working days for your replacement order to arrive.

What should I do if my item is faulty, damaged or missing parts?

All of our orders are checked for quality before being dispatched. If you have received a faulty or damaged item, or an item with parts missing, please contact our friendly customer care team so that we can put things right for you.


My account

Where can I view my order history?

If you have registered with us (and are a member) you can see your entire order history, change contact details, and manage your addresses and preferences via your account page. Click on ‘sign in’ or ‘my account’ at the top of the screen.

Please note that you have the option to place an order without creating an account. You will be unable to view your order history if you did not create an account during the checkout process.

I can't sign in to my account, what should I do?

Please click the forgotten password link on the ‘sign in’ or ‘my account’ page and we will email you details on how to reset your password.

Please note that you have the option to place an order without creating an account. You will be unable to sign in if you did not create an account during the checkout process.


Newsletter Subscriptions

How do I add or remove myself from your mailing list?

If you’d like to receive our product news updates and details of exclusive offers and competitions please subscribe to our newsletter by entering your email address at the bottom of the page.

You can unsubscribe at any time by clicking the unsubscribe link in the footer of our emails. If you have an account with us, you can also unsubscribe by signing in and clicking the ‘account information’ button.


Privacy Policy

Where can I find your Privacy Policy?

We respect your privacy and will treat all your personal information as confidential. We promise not to disclose or distribute information about you as an individual other than for the sole interest of administering your order and ensuring that we provide the very best service to you. All information is stored on a secure server and we respect the terms of the General Data Protection Regulation (GDPR).

Your personal information will only be used for the following: i. to administer your order and for this purpose we may disclose your details to our third party service providers/ suppliers for the sole purpose of processing and fulfilling your order; ii. contact you if there are any problems with your order; iii. to further administer our website and its contents for the purpose of improving your shopping experience with us; iv. with your consent, to notify you of products, special offers, events or competitions that may be of interest.

For our full Privacy and GDPR Policy please click here.

What is the GDPR and how does this affect me?

The General Data Protection Regulation (GDPR) is a legal framework that sets guidelines for the collection and processing of your information. Under the GDPR legislation we must advise you about the different ways your data may be used when visiting or placing an order via our website.

You may request details of the personal information we hold about you and request for this information to be deleted from our systems at any time under the GDPR. If you would like a copy of the information held please contact us.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.

For further details please see our Privacy and GDPR Policy.


Other FAQ's

I am raising money for charity, can you help?

As a small family business, we support a variety of charities that are close to our hearts by volunteering and supporting their fundraising efforts. For further details please follow our Facebook page or contact us – we’re proud of the work we do and would be more than happy to share this information with you.

We receive dozens of requests from a range of other fantastic charities each month and unfortunately are unable to support any others at this time. That said, if you’re a regular customer of ours please still get in contact and we'll do what we can to assist.

Do you use environmentally friendly packaging?

We care about the environment. The boxes, paper and packaging peanuts that we use are recycled, CFC free and ozone friendly. We use a carbon neutral delivery partner and keep waste to a minimum by recycling and reusing packaging material wherever possible. Discontinued product lines and food items approaching their best before dates are sent to local charities in Southampton.

I have a question not covered here, how do I get in contact?

Whether it be about one of our products, a query about an order, or feedback, we’re always happy to help. Please don't hesitate to contact our customer services team.


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