Issues With Your Order

Why has my order not arrived?

Most orders are delivered next working day but can take longer for remote areas. Please see our deliveries page for more information.

Please check your email for confirmation of dispatch to track your order.

If your order hasn't arrived within 7 days, or arrives incomplete, please contact Customer Services by phone on 01293 565 630 (between 8:00am and 5.00pm, Monday to Friday) or email

How can I change or cancel my order?

If you need to change or cancel an order we are preparing for dispatch, please contact us right away by phone on 01293 565 630 quoting your order number and we'll do our very best to support your request.

“Checkout with 1-Click” orders placed in the last 30 minutes can be cancelled or edited by reviewing your orders on your My Account page.

If your order has already been dispatched or delivered, then please follow our returns procedure.

What if some items are out of stock?

We operate a fully computerised stock management system throughout our 30 warehouses and now have over 17,000 product lines and hold over £10,000,000 in stock.

In the unlikely event that there is a delay from our supplier we will contact you with an updated delivery date and keep your regularly updated.

What if items are damaged or faulty?

  1. Goods must be returned within the manufacturer’s warranty period (normally 1 year).
  2. In most situations, we will need the entire product returned. Please let us know if your wish is to return only part of a product.

We will refund the carriage costs if the goods prove to be faulty. Please see Returning Faulty Goods for further information.

How do I return unwanted items?

  1. No goods will be accepted unless in the original condition, complete with original packaging including, where appropriate, any manuals or user information documents.
  2. Goods must be returned within 1 month of purchase.

Please see Returning Non-faulty Goods for further information.

Missing or Incomplete Orders

Internet Returns

Any claims for Short delivery / Non delivery must be notified to the supplying branch within 5 working days of placing an order or from receipt of an invoice.

Contact Customer Services on 01293 565630 (Monday – Friday 08:00am – 5.30pm) or email

Local Branch Returns

Any claims for Short delivery / Non delivery must be notified to the supplying branch within 2 working days. Please contact your local branch with:

  1. The date of purchase
  2. The invoice number
  3. The product code

The Customer Services operators will investigate immediately any problems you may have encountered and will take the appropriate action to rectify the problem.