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Terms & Conditions

General terms & conditions

No-one likes small print (we don't!) so we've tried to make these Ts&Cs as user friendly and clear as possible. These Ts&Cs will apply to any contract between us for the purchase of our products. Please read these carefully and make sure you understand them.

By reading on, we hope that you will find all the information you need to understand the processes involved from the point you place your order on our website, by telephone, or in store, right through to the point the goods are delivered to you, or collected from a convenient store.

From time to time, we may need to change these Ts&Cs, so please check for the most up to date version every time you visit our website. You may find it useful to print a copy or save them to your computer for future reference.

Our Products

Please remember that our products are for use in and around the home by consumers and are not generally intended for commercial use or resale. If you plan on using our products for business purposes, please ensure you have appropriate insurance in place as we won't accept any liability for the products not being fit for business use or for any loss over and above the cost of the products. You may only purchase products from our site if you are at least 18 years old.

Purchases made online

We hope you enjoy browsing our website and selecting your products.

When you have finished placing products in your Basket, you will have the opportunity to check your order. Don't worry if the Basket isn't correct, you can change the contents of the Basket at any time before pressing "place your order" on the last order page.

Once you have been through the online checkout and placed your order by pressing the "place your order" button, you will be shown an order number along with a list of the products that you have ordered. Shortly after, you will receive the first email from us headed "Thank you for your Order" to confirm that we have received your order. We will then send you a second email headed "Your Order has been Shipped" and it's at this point our contract begins with you. This email will tell you how your order will be delivered to you. If there are any problems with your order, we'll contact you and let you know.

Provided that your payment has been successful and there are no problems with your order, you will own the products you order at the point they are delivered to your delivery address.

There is the option to save your card details on your online account, your payment card details will be stored pursuant to the privacy policy.

Purchases made over the telephone

If you prefer, you have the option of phoning us on 01908 887074 and one of our Customer Care team will be pleased to place your order for you. If it is the first time you have placed an order with us, we will ask you for your name, address, contact number and email address details (if applicable). When we have taken the details of the products you wish to purchase, we will explain the relevant delivery options available and how much each one costs. After taking payment, we will give you an order number (which will also be emailed to you if your email address is registered with us).

If you are collecting your item from store, you will be asked to take your order number with you to collect the order.

Whoops

We try to get things right all of the time but very rarely we may make a mistake by publishing inaccurate information about our products (e.g. the price, description or availability of a product you have ordered). If we do, we will hold our hands up and tell you that we've made a mistake. We may have to cancel your order at any time up to the point we send you the products, even if you have received a 'Thank you for your Order' email from us. If we cancel your order, we'll make sure that you receive a full refund including any delivery charges. Sometimes things happen which are outside of our control such as adverse weather or an incident involving one of our delivery vehicles which may mean we are unable to deliver, or are delayed from delivering any product you have ordered from us. If this happens then:

  •  We will contact you as soon as possible to tell you that delivery times may need to change.
  •  When the event causing the problem is over, we will arrange a new delivery date with you and if necessary refund any delivery charges (for example, where you have paid for next day delivery).

 

How to pay and our prices

To make payment as easy as possible, we accept many methods of payment. You can pay online or by phone with Mastercard, Visa, Delta, Maestro, Electron and American Express cards as well as through your PayPal account if you have one. Unfortunately, we don't accept Diners Club cards. For orders you make online or by calling us, we will take payment at the point of your order.

We are sorry but we are unable to accept cheques as a method of payment.

As we are based in the UK, all our prices are in UK pounds and include VAT at the appropriate rate. The price of a product does not include delivery charges. To check the relevant delivery charge, please go to our Delivery Information page. Before you confirm your order, your Basket will show you the total amount you will be charged for your order including any delivery charges (if any) depending on the delivery method you have selected.

Unfortunately, we don't accept Diners Club cards; or any credit or debit card from an financial organisation from outside the UK. We reserve the right to decline any purchase if we have concerns about the payment method being used to make it.

Our Delivery Terms

We've put all the details on our Deliverys page giving you the price and timetable for delivery as well as other information you will need to know. For us to deliver your order we may make contact with you to fulfil our delivery terms.

We will do our very best to get your items to you as soon as possible. However, some of our products are sourced directly from the supplier, so they may take a little longer to be delivered. (Please see individual product information for exceptions).

If the items are marked home delivery only, we will indicate how many working days the delivery will take. As these items are supplier direct, you will not be able to specify a delivery time (i.e. morning, afternoon or Saturday delivery slots, and calls/texts to confirm a 2-hour delivery window and delivery to specified rooms are not available). The supplier will deliver your order direct to your door where possible (some exceptions apply as detailed below).

If nobody is at home when the driver calls, we will try to leave your item with a neighbour or in a safe place. Our delivery partner will leave you a card to advise you of this or, if delivery has not been possible, details on how to rearrange your delivery. If we are likely to encounter problems in delivering to your house, please let us know when you place your order. If, for any reason, we are unable to fulfil your order, we will contact you as soon as possible. Where we fail to deliver or delivery is delayed, we will not be liable for any losses that are not reasonable or proportionate. We will not be liable for any trade or business losses. We can deliver to the following areas; Isle of Wight, Isle of Man, Scottish Highlands and Islands, Grampians and Northern Ireland, however please note that deliveries to these areas may take a little longer than advertised in our delivery schedule. Please note that we do not deliver to BFPO's, Channel Islands, Shetland Islands, Europe or worldwide.

Our delivery partners will deliver to the front door regardless of what floor you live on if in a block of flats, however Health & Safety regulations will overrule this if it is deemed un-safe for the driver to carry items when a lift is not available or out of service. In addition to this if you live in a block of flats that require access via an intercom system and you are not available a calling card will be left at the address but the driver may not leave the physical parcel due to possible security risk.

Please keep your proof of purchase

We want you to be happy with the products you purchase from us. If something’s not right, you can return the product to us within 28 days and we will gladly refund or exchange. Unfortunately, we’re unable to provide a refund or exchange without a valid proof of purchase. 

You will receive a full refund of the price you paid for the products. We will process the refund due to you as soon as we can and, in any case, within 14 calendar days of the day on which the goods have been returned.

If you ordered and paid for the product online to be collected in store, you can claim your refund by taking your items and proof of purchase to any of our stores. If your order is damaged or faulty, we will refund the delivery charge too.

If the products were delivered to you, you must return them to us as soon as it's reasonably possible for you to do so. For store collection orders, we would request that you return your order back to store for a refund. For home delivery orders, or if you are unable to return your purchase back to store, we'll arrange with our delivery partner to collect the products from you. Once your item has been picked up and our delivery partner lets us know they have them, we will action your refund back to the card you used to make that purchase. If you ordered and paid for the product in store, you can claim your refund by taking your items and proof of purchase to any of our stores. If your order is damaged or faulty, we will refund the delivery charge too. Refunds take 5-7 working days to be credited to your payment card or PayPal account, depending on your card provider. If you're returning the products, all that we ask is that you take reasonable care of them while they are in your possession

If you would like more information on your legal rights, contact your local Trading Standards Office www.tradingstandards.uk or Citizens Advice Bureau www.citizensadvice.org.uk

Please be aware that we are not currently part of any online or alternative dispute resolution schemes but for your information here is a link to the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

Nothing in these Ts&C's excludes or limits your legal rights (also referred to as your statutory rights).

Returning Products

When returning products, for whatever reason, please ensure where possible that your purchase is repackaged in a suitable way, ideally using the original packaging it was delivered in. If your purchase is not repackaged correctly (for example, because it's not safe or parts could fall out and go missing), our delivery partner may refuse to collect it.

Terms & Conditions

General terms & conditions

No-one likes small print (we don't!) so we've tried to make these Ts&Cs as user friendly and clear as possible. These Ts&Cs will apply to any contract between us for the purchase of our products. Please read these carefully and make sure you understand them.

By reading on, we hope that you will find all the information you need to understand the processes involved from the point you place your order on our website, by telephone, or in store, right through to the point the goods are delivered to you, or collected from a convenient store.

From time to time, we may need to change these Ts&Cs, so please check for the most up to date version every time you visit our website. You may find it useful to print a copy or save them to your computer for future reference.

Please remember that our products are for use in and around the home by consumers and are not generally intended for commercial use or resale. If you plan on using our products for business purposes, please ensure you have appropriate insurance in place as we won't accept any liability for the products not being fit for business use or for any loss over and above the cost of the products. You may only purchase products from our site if you are at least 18 years old.

We hope you enjoy browsing our website and selecting your products.

When you have finished placing products in your Basket, you will have the opportunity to check your order. Don't worry if the Basket isn't correct, you can change the contents of the Basket at any time before pressing "place your order" on the last order page.

Once you have been through the online checkout and placed your order by pressing the "place your order" button, you will be shown an order number along with a list of the products that you have ordered. Shortly after, you will receive the first email from us headed "Thank you for your Order" to confirm that we have received your order. We will then send you a second email headed "Your Order has been Shipped" and it's at this point our contract begins with you. This email will tell you how your order will be delivered to you. If there are any problems with your order, we'll contact you and let you know.

Provided that your payment has been successful and there are no problems with your order, you will own the products you order at the point they are delivered to your delivery address.

There is the option to save your card details on your online account, your payment card details will be stored pursuant to the privacy policy.

If you prefer, you have the option of phoning us on 01908 887074 and one of our Customer Care team will be pleased to place your order for you. If it is the first time you have placed an order with us, we will ask you for your name, address, contact number and email address details (if applicable). When we have taken the details of the products you wish to purchase, we will explain the relevant delivery options available and how much each one costs. After taking payment, we will give you an order number (which will also be emailed to you if your email address is registered with us).

If you are collecting your item from store, you will be asked to take your order number with you to collect the order.

We try to get things right all of the time but very rarely we may make a mistake by publishing inaccurate information about our products (e.g. the price, description or availability of a product you have ordered). If we do, we will hold our hands up and tell you that we've made a mistake. We may have to cancel your order at any time up to the point we send you the products, even if you have received a 'Thank you for your Order' email from us. If we cancel your order, we'll make sure that you receive a full refund including any delivery charges. Sometimes things happen which are outside of our control such as adverse weather or an incident involving one of our delivery vehicles which may mean we are unable to deliver, or are delayed from delivering any product you have ordered from us. If this happens then:

  • We will contact you as soon as possible to tell you that delivery times may need to change.
  • When the event causing the problem is over, we will arrange a new delivery date with you and if necessary refund any delivery charges (for example, where you have paid for next day delivery).

To make payment as easy as possible, we accept many methods of payment. You can pay online or by phone with Mastercard, Visa, Delta, Maestro, Electron and American Express cards as well as through your PayPal account if you have one. Unfortunately, we don't accept Diners Club cards. For orders you make online or by calling us, we will take payment at the point of your order.

We are sorry but we are unable to accept cheques as a method of payment.

As we are based in the UK, all our prices are in UK pounds and include VAT at the appropriate rate. The price of a product does not include delivery charges. To check the relevant delivery charge, please go to our Delivery Information page. Before you confirm your order, your Basket will show you the total amount you will be charged for your order including any delivery charges (if any) depending on the delivery method you have selected.

Unfortunately, we don't accept Diners Club cards; or any credit or debit card from an financial organisation from outside the UK. We reserve the right to decline any purchase if we have concerns about the payment method being used to make it.

We've put all the details on our Deliverys page giving you the price and timetable for delivery as well as other information you will need to know. For us to deliver your order we may make contact with you to fulfil our delivery terms.

We will do our very best to get your items to you as soon as possible. However, some of our products are sourced directly from the supplier, so they may take a little longer to be delivered. (Please see individual product information for exceptions).

If the items are marked home delivery only, we will indicate how many working days the delivery will take. As these items are supplier direct, you will not be able to specify a delivery time (i.e. morning, afternoon or Saturday delivery slots, and calls/texts to confirm a 2-hour delivery window and delivery to specified rooms are not available). The supplier will deliver your order direct to your door where possible (some exceptions apply as detailed below).

If nobody is at home when the driver calls, we will try to leave your item with a neighbour or in a safe place. Our delivery partner will leave you a card to advise you of this or, if delivery has not been possible, details on how to rearrange your delivery. If we are likely to encounter problems in delivering to your house, please let us know when you place your order. If, for any reason, we are unable to fulfil your order, we will contact you as soon as possible. Where we fail to deliver or delivery is delayed, we will not be liable for any losses that are not reasonable or proportionate. We will not be liable for any trade or business losses. We can deliver to the following areas; Isle of Wight, Isle of Man, Scottish Highlands and Islands, Grampians and Northern Ireland, however please note that deliveries to these areas may take a little longer than advertised in our delivery schedule. Please note that we do not deliver to BFPO's, Channel Islands, Shetland Islands, Europe or worldwide.

Our delivery partners will deliver to the front door regardless of what floor you live on if in a block of flats, however Health & Safety regulations will overrule this if it is deemed un-safe for the driver to carry items when a lift is not available or out of service. In addition to this if you live in a block of flats that require access via an intercom system and you are not available a calling card will be left at the address but the driver may not leave the physical parcel due to possible security risk.

We want you to be happy with the products you purchase from us. If something’s not right, you can return the product to us within 28 days and we will gladly refund or exchange. Unfortunately, we’re unable to provide a refund or exchange without a valid proof of purchase. 

You will receive a full refund of the price you paid for the products. We will process the refund due to you as soon as we can and, in any case, within 14 calendar days of the day on which the goods have been returned.

If you ordered and paid for the product online to be collected in store, you can claim your refund by taking your items and proof of purchase to any of our stores. If your order is damaged or faulty, we will refund the delivery charge too.

If the products were delivered to you, you must return them to us as soon as it's reasonably possible for you to do so. For store collection orders, we would request that you return your order back to store for a refund. For home delivery orders, or if you are unable to return your purchase back to store, we'll arrange with our delivery partner to collect the products from you. Once your item has been picked up and our delivery partner lets us know they have them, we will action your refund back to the card you used to make that purchase. If you ordered and paid for the product in store, you can claim your refund by taking your items and proof of purchase to any of our stores. If your order is damaged or faulty, we will refund the delivery charge too. Refunds take 5-7 working days to be credited to your payment card or PayPal account, depending on your card provider. If you're returning the products, all that we ask is that you take reasonable care of them while they are in your possession

If you would like more information on your legal rights, contact your local Trading Standards Office www.tradingstandards.uk or Citizens Advice Bureau www.citizensadvice.org.uk

Please be aware that we are not currently part of any online or alternative dispute resolution schemes but for your information here is a link to the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

Nothing in these Ts&C's excludes or limits your legal rights (also referred to as your statutory rights).

When returning products, for whatever reason, please ensure where possible that your purchase is repackaged in a suitable way, ideally using the original packaging it was delivered in. If your purchase is not repackaged correctly (for example, because it's not safe or parts could fall out and go missing), our delivery partner may refuse to collect it.

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