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Get Your Answers. Customer Services FAQ

Get Your Answers. Customer Services FAQ

One of our most hardworking departments at head office is our customer service department. They're a small, dedicated team, who, as our business has grown, taken responsibility for looking after our customers and are now one of the things that set us apart from our competition. 

Here is the first instalment in a series of posts that focus on answering some of the most commonly asked questions to help you get answers. This first instalment focuses on answering the questions we get asked around deliveries, returns and cut-off times.

One last thing, before we get into answering some questions. As you're probably aware, being on the frontlines and dealing with customers can be a bit of a thankless task. If you've had a good experience working with one of our team, then please share your feedback with us, either by email or here on Trustpilot, you just might make someone's day. 

Don't forget you can still reach out to the team in the usual way (, and if you think we missed something out, let us know!

Delivery Faq

Q: "If I place my order now, when will I get it?
A: When placing your order, you will be presented, at checkout, with several different options for delivery. Depending on your needs, you can choose the service that best suits your needs. From next day pre-12pm to 1 - 2 day delivery, we have you covered. Our cut-off time for orders to make it onto that day's delivery is currently 3 pm*. 

*If you are ordering regularly, you can benefit from free next day delivery and extended cut-off times as a 'Trade Plus' customer. Find out more here.


Q: "I've missed the cut-off. Any chance I can get my order out today?" 
A: Get in touch and o
ur team will do what they can for you. Provided that the couriers haven't yet collected. As this is time sensitive, please give us a call on  0800 970 9427.

Q: "I want to add to my order, how do I do this?
A: If you've placed an order and you need to add to it, then just get in touch with the team. Provided that your order hasn't already been dispatched, then the team will work at getting it added for you. Please contact the team on 0800 970 9427.

Q: "Can I get a discount on shipping?" 
A: If you find yourself ordering from us regularly, the best way to get a discount on shipping is to look at our 'Trade Plus' programme. As well as free next day shipping, you will also get extended cut-off times, priority customer services and discounts across the store. You can find out more here.

Q: "I've placed an order. How can I track my delivery?"
A: When we dispatch your order, we will email you a confirmation. You can head over to the relevant couriers tracking system and quote the reference from your email. If you have a problem, you can contact customer services via

Returns FAQ

Q: "How do I process a return?"
A: The easiest way to process a return is to head to our website ( and scroll to the bottom. In the 'Terms and Condition' section in the footer, simply click the 'Create a Return' link, which will take you through to our returns form. Fill out your details* and submit. You will automatically get redirected to Royal Mail's website, which will ask you for the details of your parcel so it can generate a pre-paid label for your return. You can either print this or take your QR code to a post office.

*We will require some details specific to your order. You can find these details on your order confirmation email, which will have been sent from

Q: "I've sent back a return. How long does it take to process?"
A: Once you've sent your parcel back to us, we aim to process it within 48 hours. You can track the process at any time by contacting and quoting your returns number (the RMA reference).

Q: "My returns contain batteries. How can I send this back?"
A: When it comes to transporting batteries, Royal Mail isn't possible due to the restrictions they have in place. We like to handle these types of returns on a case by case basis. Contact the team via email:, with details of your return and relevant contact details. They will reply with the best way to move forward.  

Hopefully, we've answered some questions for some of you. Our next in the series will focus on some of the Frequently asked questions around the products. Be sure to sign up for our mailing list to make sure you don't miss out. 

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