Help with logging in
This area lists the most commonly asked questions when logging in to our website, which are listed below.
- How do I log in?
- When I try and log in it says "No such user (or invalid password...)". What's gone wrong?
- I've logged in, but I've noticed that my stored address is wrong. How can I change it?
- I've logged in, but I can't select "Invoice with order" as a payment method. Why not?
- I can't remember my log in details. How can I get a reminder?
- I can't remember my password, and / or I want to change it. How do I do this?
- I forgot to log in before I added items to my basket. Will I have to add them again after I log in?
How do I log in?
Simply enter your username and password in the relevant boxes in the left-hand panel of every page (apart from the checkout). Enter your details exactly as they were sent to you, and click the [Log in] button. You may find it easier to copy and paste your username and password from the login details email we sent you, as they are both case-sensitive.
When I try and log in it says "No such user (or invalid password...)". What's gone wrong?
The username and password are case sensitive and they have to be entered exactly the same as they were in the email you were sent. We recommend that you keep the email we sent containing your log in details, and then copy and paste them from that email. If you get just one character wrong (such as capitalising a character when it should be lowercase, not capitalising a character when it should be uppercase, or inserting a space when there shouldn't be one) it will reject your log in.
If you would like a reminder of your username and password, fill in the form below.
I've logged in, but I've noticed that my stored address is wrong. How can I change it?
Unfortunately, you can't change your address online - this is something that can only be done on our back office system. However, you can notify us of the change of address by mentioning it in the 'Special instructions' section, on the second page of the checkout, and adding your correct address. Alternatively you can use this form to send us notification of an incorrect address.
In either case, we will change it on our system which will then appear next time you log in.
I've logged in, but I can't select "Invoice with order" as a payment method. Why not?
This can happen if you have opened an online account here before ordering. Unfortunately, a small minority of customers have opened an account and requested an invoice - and never paid for the items they had. This has forced us to implement this restriction. If you have ordered from us before, you can contact us to request removal of this restriction.
I can't remember my log in details. How can I get a reminder?
If you have forgotten or mislaid your log in details, please fill in the form below to request a reminder. These will be sent as soon as possible.
I can't remember my password, and / or I want to change it. How do I do this?
Just fill in the form below. We will make the changes and email the revised details to you as soon as we can (this can take up to two days, depending when you send the request). If you can't remember your password, please fill in the login details reminder form.
I forgot to log in before I added items to my basket. Will I have to add them again after I log in?
No. As long as you haven't started to check out your order, you can log in at any time, and your basket contents will remain in your basket.
