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Order issues

Order issues

We’re really sorry if you’ve received a faulty item.

Please return the item to us as soon as possible so we can get this sorted for you. If you’re not able to create a return, please get in touch with us and we will gladly help you further.

Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.

We can send a replacement for faulty items once we receive your return.

If one of the items you received isn’t what you ordered, please contact us immediately so we can help.

Please send the item back to us and we’ll refund you if it’s incorrect. Keep hold of your proof of postage in case we need to look at it further down the line.

If you still want the intended order and your desired items are still in stock, please order them through our website as normal.

We’re sorry there’s an item missing from your order. Before contacting our team, we recommend checking the following:

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • The item/s you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
  • Some of your items may be shipped from a different warehouse, so their delivery times may be slightly different to those items being delivered from our store warehouse. If you’re not sure about this, please get in touch with us and we will happily look into it for you.

 

If you have checked this and an item is still missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help.

If your order has not yet been shipped we will do what we can alter or change your order. Please call us on 01934 245 000 as soon as possible.

If your order has been shipped your items will fall under our standard refund policy.

Depending on when you place your order, you may be able to cancel. If your order has not yet been shipped please call us on 01934 245 000 as soon as possible.

If your order has been shipped, your items will fall under our standard refund policy.

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