Coronavirus - online sales with courier delivery & contactless collection by appointment - weekdays 12pm-3pm - phone to arrange
our shop is still closed to customers - we are working towards opening on 15 June
Limited phone availability - for general help please email us
020 8778 0422 Phone lines open:
Mon-Fri 10 - 6.30 : Sat 10-4

Contactless Collection by Appointment during Lockdown

Appointments available 12pm-3pm most weekdays. Only available if you pay by bank transfer/internet banking. Phone to check availability.

Returns during Virus Lockdown

Our shop is not open to receive deliveries during the lockdown. Please do not send items to it as they will not be delivered. Contact us instead for alternative arrangements.

Shipping during Virus Lockdown

We are only despatching with courier pickup during the lockdown - next day service is currently the only choice but delays are possible if your local depot or route is particularly busy. Nearly everyone is still getting their parcels on time. Standard shipping and collection will be not be available until after the shop re-opens.

Here is a summary of our shipping and returns policy. For full terms & conditions please follow the link Conditions of Use on the left.

Shipping methods
We offer shipping by Courier (Next Business Day - not guaranteed) to mainland Britain and some islands at a flat rate depending on your location. Standard shipping is sent by myHermes - a service set up for small & medium parcels so not available on large or heavy items. We aim to despatch orders within a business day; orders placed on a weekday morning usually go out on the same day.

Shipping rates
Rates shown in the box on the right apply to England, Wales & lowland Scotland. Rates and availability of service differ in the rest of the UK as described here. Our store checkout shipping page gives you the options and prices based on your postcode. The area descriptions used here are approximate to give you an idea of shipping costs before checkout; charges are calculated definitively based on postcode and order value, not the descriptions.

  • Express delivery is also available as follows but is a TWO DAY SERVICE. Express is free to these areas on orders over £200 :
    • Isle of Wight : £18
    • Scottish Highlands & near isles : £24
    • further Scottish Isles : £36
  • Standard delivery is available for all the UK (including Northern Ireland, Isle of Wight, Scillies, Outer Hebrides and Shetland) and the IOM but not currently for the Channel Isles. Rates:
    • Scottish Highlands, Isles & rest of UK except postcodes HS, ZE, IM:
      • order <£10 : £4.50
      • £10-20 : £5.50
      • £20-100 : £9.00
      • over £100: free
    • Postcodes HS, ZE, IM:
      • order <£10 : £6.50
      • £10-20 : £7.50
      • £20-100 : £13.50
      • over £100: free

Bad weather - when there is snow or flooding around the country, this can affect delivery times. This is normally reported on TV and radio news.

Check for damage on delivery
When asked for a signature on delivery, check that the parcel looks undamaged. If the parcel looks squashed, broken, has been punctured or is open, then sign for it as damaged. Signing for it as ok can make a subsequent claim on the insurance difficult.

Higher value orders are sent via a service that requires a signature on delivery. If you give instructions to leave items somewhere if you are not in, this is carried out at your risk and your order will be deemed to have been delivered if the carrier says so, whether you acknowledge receipt or not.

We accept returns of unused items within 14 days: UK Distance Selling Regulations give UK retail customers the right to decide to return items bought over the internet or telephone within 14 days of receipt as long as the items are unused and still in saleable condition - ie. it's in the original packaging, which is undamaged. If you can't tell what the item is like without taking it out of the box, make sure you do so carefully so that it's still in a condition acceptable as new. Please note that these regulations are meant to give you the same opportunity to look at and decide if you want an item that you would have if you bought it in a shop, they're not intended to let you try things out for a few days then send them back. On many items, we'll accept returns of unused, unopened items after the initial 14 day period, but this may be subject to a restocking fee.

Faulty items
Test that products work properly promptly; within the first 14 days you have the additional option of a refund. After that, faulty products will be treated under warranty and either repaired or replaced.

Contact us before sending us any product you believe to be faulty; we may be able to resolve the problem remotely.

Return shipping
You're responsible for paying for sending your returns. It's best to send items using a service that includes delivery confirmation and insurance, as you're responsible for them until they arrive back. Smaller items can be sent by Royal Mail Recorded or Special Delivery (depending on their value). Larger or heavier items will be cheaper by courier: using Interparcel is cheaper than Parcel Force or directly booking a courier firm. Once your return is here and checked, we'll issue you a refund or exchange as agreed.

Let us know by phone or email within 14 days of receipt if you are returning item(s) bought and if you contact by email make sure you get a confirmation that we've received your message. It's best to send items using a service that includes delivery confirmation and insurance, as you're responsible for them until they arrive back. They must arrive back to us within 14 days of your letting us know. Once they're here and checked, we'll issue you a refund.

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