Please read through these questions and view the other pages in this HELP section before emailing us as most of the common questions are answered. Product information can generally be found in the actual product description or the various Category headings.
1. Why have I not received an Order Update or Account Validation Email?
If you are awaiting an update on your order or have not received your account validation email, please check your Spam & Junk folders as multi-address updates are sometimes wrongly recognised as Spam or in the case of AOL accounts they may get bounced back! Please also check your order notes as you will be able to view updates there or Contact Us from the Contact page and we can confirm your Email address has been entered correctly.
2. Why has my Credit Card transaction failed?
We are working together with Visa and MasterCard to provide you with the latest in online security, giving you peace of mind when using your credit or debit card with us and you must now be 3-D Secure compliant, which means you will be required to enter your 3D password to complete the purchase (This is not the password you created when opening your account with us) If you are not 3D Secure your Bank or Card provider should be able to quickly set this up for you.
3. Why can't I pay in my own Currency?
For Card transactions we only accept payments in British Pounds (GBP) but you will be charged in your own currency by your Card provider - so anyone can pay by card. The Currency Convertor is provided for comparison and is updated automatically in real time. We accept payment in GBP by BACS/IBAN Bank Transfer, please follow the instructions at the Checkout but only select this option if you are 100% committed to completing the purchase.
4. Do the prices include VAT?
VAT at 20% is included in ALL prices and will be deducted at the checkout for non UK/EU customers including Channel Islands and also EU VAT Registered Businesses who will need to enter their VAT Number at the checkout (see more information in HELP section).
5. What will the shipping costs be?
Shipping is automatically calculated when you select your delivery Country or Region at the checkout depending on delivery address and value/weight of goods - we are constantly searching for the most economical shipping costs to each country and we pass these savings on to you.
6. When will my Order arrive?
This will depend on many factors, whether the goods are in stock at the time of ordering, which Manufacturer is supplying them and of course where you are situated in the World.
7. My Order has been updated to 'Processing Order' - what does this mean?
This means we are preparing your shipment or in some cases waiting for delivery of stock and the goods will be dispatched as soon as possible. You will always be notified when the goods are dispatched to you.
8. Will I have to pay Import Duty?
For all Non-EU Countries Import Duty may be charged by your Local Government agency, depending on the value of the goods. This is your sole responsibility and we cannot offer any advice on this, sorry. We are unable to accept returns for goods correctly supplied and rejected because of Import Duty charges.
For all other enquiries, please Contact Us from the Contact page