Help with order problems

This area lists the most commonly asked questions when encountering problems with orders from our website, which are listed below.

I have placed an order, but I haven't received a confirmation email. Have you received it?

More than likely. This is difficult to answer, because some Internet Service Providers (such AOL, Hotmail, MSN and Tiscali) block our emails. This is a shame, because it means their customers can't use our webstore to the fullest extent - but unfortunately there is nothing we can do about it.

If your ISP isn't AOL, Hotmail, MSN or Tiscali, and you still haven't received a confirmation email, please fill in the form below and press [Send]. We'll check for you as soon as we can. Obviously, we won't know if you've ordered if we don't receive it and you don't ask us!

Use this form to find out if we've received an order.
All highlighted fields are required:

Full name:
Email address:
Town / city:
Postcode:
Telephone:

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I have received an email from you confirming my order. I have noticed a mistake. What should I do?

Don't panic! Just fill in the form below as soon as you can after you order, describing the error. Assuming you contact us straight after the order is placed, we can fix the error before the order is processed. If we receive notification after the order is sent, we will email you to discuss further details and options.

Use this form to notify us of an error on your order.
All highlighted fields are required:

Full name:
Email address:
Order number:
Postcode:
Error detail:

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I ordered some items but they haven't arrived. What should I do?

It depends when you ordered, what sort of postage you requested, and whereabouts it's going!

We normally try to get items despatched within 3 working days of receiving your order, but occasionally we have a backlog of items when this is not possible (this is more likely to occur with items ordered from overseas). Assuming that this is the case, we would ask you to wait a reasonable time for delivery, depending when you ordered it. If, after this time, nothing has come, contact your local sorting office to see if they have received your parcel. If they don't have it, please contact us to discuss further options.

For our overseas customers, please remember that parcels can take up to 3 months to arrive, depending on class of post selected at time of order.

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