Frequently Asked Questions

UK & Rest of the World

Q:  How much is the delivery charge?

A:  UK customers:  Free
Customers in Europe:  £10
Customers from the rest of the world:  £13

 

Q:  How long will it take for my order to arrive?

A:  UK customers:  You will receive your order within 2 to 5 working days after placing the order with us.  For personalised items, please allow 2 extra working days on top.

Overseas customers:   You will receive your order in about 7 to 10 working days after you placed the order with us.  For personalised items, please allow 2 extra working days on top.

 

Q:  What are your payment methods?

A:  We accept Paypal and all credit card payments through Stripe, our secure online payment platform.

 

Q:  What is your returns policy?

A:  We hope that you will be happy with your purchase. If you would like to return the products for any reason, they have to be sent back to us within 30 days of receipt for a full refund or replacement. On the back of your delivery note or on another piece of paper, please include your order number, contact details and the reason for the return. Repackage the unused product in its original packaging, including any accessories that came with it and send them back to 45 Raglan Road, Reigate, Surrey RH2 0DU, United Kingdom. Please note that we do not reimburse return postage costs. We can only deal with your case once the returned goods reach our warehouse so we recommend you obtain a proof of posting certificate from the post office. We cannot provide a refund on a personalised item, unless it is found to be faulty.

 

Q:  What about faulty items?

A:  We take the quality of our products very seriously. In the extremely rare event that you should find a fault with any of our products (including personalised items), please return the goods to us for a full refund or replacement. On the back of your delivery note or on another piece of paper, include your order number, contact and state the defect. Send the goods and the note back to 45 Raglan Road, Reigate, Surrey RH2 0DU, United Kingdom. We can only deal with your case once the returned goods reach our warehouse so we recommend you obtain a proof of posting certificate from the post office.

 

Q:  Can I cancel or amend my order?

A:   You can cancel your order or change the delivery address if your order has not been sent out. However, we cannot add or remove items from your order.

 

Q:  How safe is it to order online on your website?

A:  We use the latest security technology to protect you when you order online. To make sure that your transactions with us are private and protected, your information is encrypted by Secure Hosting. We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology. This ensures that your personal information is always safe and encrypted.

 

Q:  What about data protection and privacy?

A:  It is our policy to use your contact details solely for processing your order and giving you the best possible service. The information we collect is used in accordance with the Data Protection Act.

USA

Q:  How much is the delivery charge?

A: $16.90

 

Q:  How long will it take for my order to arrive?

A:  You will receive your order in about 7 to 10 working days after you placed the order with us.  For personalised items, please allow 2 extra working days on top.

 

Q:  What are your payment methods?

A:  We accept Paypal and all credit card payments through Stripe, our secure online payment platform.

 

Q:  What is your returns policy?

A:  We hope that you will be happy with your purchase. If you would like to return the products for any reason, they have to be sent back to us within 30 days of receipt for a full refund or replacement. On the back of your delivery note or on another piece of paper, please include your order number, contact details and the reason for the return. Repackage the unused product in its original packaging, including any accessories that came with it and send them back to 45 Raglan Road, Reigate, Surrey RH2 0DU, United Kingdom. Please note that we do not reimburse return postage costs. We can only deal with your case once the returned goods reach our warehouse so we recommend you obtain a proof of posting certificate from the post office. We cannot provide a refund on a personalised item, unless it is found to be faulty.

 

Q:  What about faulty items?

A:  We take the quality of our products very seriously. In the extremely rare event that you should find a fault with any of our products (including personalised items), please return the goods to us for a full refund or replacement. On the back of your delivery note or on another piece of paper, please include your order number, contact and state the defect. Send the goods and the note back to 45 Raglan Road, Reigate, Surrey RH2 0DU, United Kingdom. We can only deal with your case once the returned goods reach our warehouse so we recommend you obtain a proof of posting certificate from the post office.

 

Q:  Can I cancel or amend my order?

A:   You can cancel your order or change the delivery address if your order has not been sent out. However, we cannot add or remove items from your order.

 

Q:  How safe is it to order online on your website?

A:  We use the latest security technology to protect you when you order online. To make sure that your transactions with us are private and protected, your information is encrypted by Secure Hosting. We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology. This ensures that your personal information is always safe and encrypted.

 

Q:  What about data protection and privacy?

A:  It is our policy to use your contact details solely for processing your order and giving you the best possible service. The information we collect is used in accordance with the Data Protection Act.

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