Frequently Asked Questions

Can I have my order delivered to an alternate delivery address?
Do you have a shop/showroom where I can look at the products you sell?
Can I collect my order from your office/warehouse?
Can I place an order over the phone?
If an item on my order is out of stock, will you part ship the order?
How much does delivery cost?
I live in the Channel Islands. Can I order online without paying VAT?
Does the delivery require a signature?
If I'm not in can you instruct the postperson/courier to leave my order with a neighbour/in the porch, etc?
What happens if I'm not at home when delivery is attempted?

Answers

1. Can I have my order delivered to an address other than the cardholders address?

We regret that for security reasons and due to the high fraud risk associated with the products we sell, we are unable to deliver to any address other than the card billing address, as held on record with the card issuer.

2. Do you have a shop or showroom where I can look at the products you sell?

Sorry, no, we operate from a distribution warehouse without any retail facilities. We will however be more than happy to answer any queries you may have prior to making a purchasing decision.

3. Can I collect my order from your warehouse?

Our business has been designed from the outset to deal efficiently with large scale mail order distribution. As a result, we regret that we do not have retail facilities in place to accomodate collection in person.

4. Can I place an order over the phone?

We now use "voice over IP" internet telephony to minimise call and hardware costs, which would otherwise have to be passed on to customers. VOIP telephone calls pass over the internet unencrypted. Accepting card details in this manner would be in breach of our merchant services agreement and contrary to good security practice. We therefore request that all orders are placed via the web site, which uses industry standard encryption technology to remove all risk of fraud.

5. If an item on my order is out of stock, will you part ship my order?

Carriage charges quoted via the web site are based on the cost incurred sending the order as a single delivery. Ordinarily, incomplete orders will be held until all the items are in stock and ready to be despatched.

Should an item from your order prove to be out of stock and subject to significant delay, we may be able to part ship your order. If you require an item urgently, please contact us and we may be able to part ship the order without additional cost (at our sole discretion), or advise any additional cost which would be incurred.

6. What does delivery cost?

Our postage charges are weight and destination based. This allows us to offer you the best price possible for delivery of the items you have ordered. To find out exactly how much it will cost to ship your order, please add the items you intend to order to the shopping cart, then select the appropriate shipping zone.

7. I live in the Channel Islands. Can I order online without paying VAT?

Yes, our shopping cart will automatically remove the VAT when you select the 'Channel Islands' shipping zone.

8. Does the delivery require a signature?

Due to the value of the products we sell, the majority of parcels will require a signature at the point of delivery.

9. If I'm not in can you instruct the courier to leave my order with a neighbour, in the porch, etc?

Based on extensive experience supplying products by mail order, we regret that we can no longer accept requests of this nature, as we have found that they are a significant cause of losses or delays in delivery, particularly where the delivery is left in an unattended shed, garage, etc.

10. What happens if I'm not at home when delivery is attempted?

If your parcel is being delivered by DHL, most drivers will normally attempt delivery a second time the next working day. If the driver is unable to successfully deliver your order, the item will be returned to the local depot and held until you contact them. A card will be left with a contact number for the depot. Please ensure that you contact the depot as soon as possible, as the item will normally be returned to us after around 5-7 days. Where this is the case, you may incur additional costs.

Items delivered by Royal Mail will normally be returned to a local Post or Sorting office and held until you arrange collection in person, presenting the card left by the postman when delivery was attempted.