Frequently Asked Questions
YOUR ACCOUNT
Q: Do I have to create an account to order online?
A: No, you can use the 'Checkout as a Guest' when placing orders online. Setting up an account will allow you to order without having to fill in your details every time you shop with us.
Q: What's My Username?
A: Your email address is your username.
Q: What happens if I've forgotten my password?
A: Click on My Account at the top right of the Homepage. You can then click on the 'Forgot your password' button and we will send you a reminder.
Q: How do I update my address?
A: Click on My Account at the top right of the Homepage. In the list on the left hand side, select Address Book and you will be able to add or amend an address.
ORDERS
Q: How do I pay for my order?
A: We accept the following payment cards Visa, Visa Debit, Mastercard and Maestro. Click on SagePay in Step 4 of the checkout process to enter your payment details. We also now accept PayPal. If you are a School or Local Authority you can click on the 'Account Holders - Schools & Local Authorities Only' button and we will send you an invoice.
Q: Can I change my order once I've placed it?
A: Please telephone us on 01929 550500 and we will check to see if we are able to amend your order.
Q: I need more of an item than you have in stock, what can I do?
A: Please contact us by Live Chat, Email or Telephone and we will be able to let you know when we have more stock arriving.
DELIVERY
Q: Do I have to pay for delivery?
A: All orders over £50.00 ex-vat have free delivery. If your order is under £50.00 ex-vat you will have a choice of delivery options in the checkout . See our section on Delivery for more information.
Q: How will my order be delivered?
A: We use Parcelforce to deliver all our parcels. A signature on delivery will be required.
Q: How long do I have to wait for my order to arrive?
A: This will depend on the delivery option you have chosen. Please see our delivery page for more information. Some exceptions may apply. Highlands, Islands and Northern Ireland will take longer.
Q: Can I have a delivery made to an alternative address if I'm not going to be home?
A: Yes, we can deliver to an alternative address e.g. your work's address. You can add a delivery address in the checkout process.
Q: I have placed my order on the weekend, when will I get delivery?
A: Your order will be despatched on Monday for delivery on Tuesday.
Q: Do you ship internationally?
A: We can only supply and deliver to customers in the UK.
