home > Customer Services > Frequently Asked Questions

Q. How long does delivery take to where I live?

A. Place your order before 4pm and it will be delivered the next working day in the United Kingdom.
For Worldwide delivery times and costs select your destination by clicking here, Choose Destination.

Q. Can I contact you by telephone?

A. No.... We have experts on hand to respond to your emails in less than 30 minutes during the working day.

Email us at .

Q. I have forgotten my password, how do I retrieve it?

A. Go to My Account, enter your email address and then click 'Forgotten Password?'.
We will automatically email you with your password.

Q. Do you have a retail showroom?

A. No.... All orders must be placed online. A Click & Collect service is available from our Bakewell distribution centre by selecting collect at the checkout basket.

Q. Do you operate credit accounts for schools, colleges or businesses?

A. No.... All orders must be placed and paid for online.

Q. Can you offer additional product information?

A. No.... Every product on our website features detailed technical information and product specification. Over 80% of products feature independent customer reviews to help you make an informed decision.

Q. Can I cancel or amend an order once it has been placed?

A. No.... Once an order has been placed the order can not be amended or cancelled.
When your order arrives please return any unwanted goods, along with a copy of the invoice within 30 days of receiving your order. Goods must be unused, in brand new condition and in the original packaging.

Q. How do I return an unwanted item?

A. When your order arrives please return any unwanted goods, along with a copy of the invoice within 30 days of receiving your order. Goods must be unused, in brand new condition and in the original packaging.

Q. How do I return faulty, damaged or incorrectly sent goods

A. Please complete the Online Returns Form detailing the reason you wish to request a product return. We will contact you by email with instructions on how to proceed with the completion of your return.

Q. How long does a refund take?

A. We action all return goods on a daily basis Monday to Friday. You will be notified by email when the return has been processed.

Q. If an item is sold out can I still order it?

A. No.... We do not accept orders for sold out goods. By clicking 'Email Me' next to the sold out message you will be sent an email on the day that the product arrives back in stock.

Q. Do you have a delivery date for a sold out product?

A. No.... By clicking 'Email Me' next to the sold out message you will be sent an email on the day that the product arrives back in stock.

Q. My goods were due for delivery today and they have still not arrived?

A. Our carriers deliver up to 6pm. In the unlikely event that your goods do not arrive on the day as stated, you can track the delivery in the My Account section of the website.

Q. How do I track delivery of my order?

A. Sign in to My Account using your email address and password.

  1. Order Processing means that the order could be at any point between the warehouse and despatch (please note that we can not change your order once it is processed)
  2. Despatched means your order has left our warehouse. You will receive an email confirming despatch. Dependant on the courier you will receive a tracking number that will link you to the couriers website to allow you to track your order.
  3. Cancelled means that your order has been cancelled either by you or us.

Please note: Tracking information will only be available from the evening of despatch.

Q. I cannot see the tracking information on my despatch order email link?

A. Tracking is available for Parcel Force and UPS orders from 7pm on the day of despatch.

Q. How do I claim my £5 voucher when spending £50?

A. Offer codes must be entered at the basket to claim your promotional discount.
Only one promotional offer code can be redeemed against any one order. Offer codes may be subject to a minimum order spend value.

Q. Can you send me a VAT invoice?

A. You will receive a VAT invoice with your order.

Q. What voltage are your electrical products?

A. All of our electrical products are 230V and are fitted with a UK 3 Pin plug.

Q. Can I place a special order for a product not on the website?

A. No.... We only offer products that are on the website.

Q. What time will my order be delivered?

A. Royal Mail orders are delivered between 9am and 6pm Monday to Saturday.
Parcel Force/UPS orders are delivered between 9am and 6pm Monday to Friday.

Q. How long does the Royal Mail 1st Class service take

A. 99% of orders arrive the next working day. If your parcel has not been delivered within 10 days please contact .

Q. I will be out when my delivery arrives, what will happen?

A. Parcel Force and UPS will re-attempt the following day if you are unavailable, Royal Mail will leave your order in your letter box.

Q. Which postcodes do Parcel Force classify as offshore?

A. HS1-HS9, IM1-IM99, IV1-IV56, KA27-KA28, KW1-KW9, PA20-PA49, PA60-PA78, PH17-PH50, TR21-TR25, ZE1-ZE3.

Q. Do you produce a paper catalogue or additional literature?

A. No.... We do not offer a paper catalogue or additional literature.