Frequently Asked Questions
DELIVERY
How can I track my order?
When will I receive my order?
What is DPD Pickup?
Can I order for delivery to a UK Offshore address?
Can I order for delivery to a BFPO?
CLICK & COLLECT
When will my order be ready for collection?
What ID is acceptable?
Can someone else collect my order?
Why is Click & Collect not available for my order?
I've lost my order confirmation email – What can I do?
How long will you hold my order if I can’t collect it straight away?
ORDERING/PAYMENTS
Can I pay by American Express?
Can I pay using Super Payments?
Can I cancel my order?
Can I change my order?
RETURNS/REFUNDS
My item arrived damaged, what should I do?
How do I return an item if it is unwanted?
Can I claim a VAT refund?
How long is my product guarantee?
OTHER QUESTIONS
An item comes with a free gift via redemption, what does this mean?
I've found a product cheaper elsewhere, will you price match?
Do you have a shop?
How can I recycle the green fill inner packaging?
What is a Special Order Product?
DELIVERY
How can I track my order?
You can view the progress of your order through our order tracking page.
If your order was sent via DPD courier, you may track it using your tracking number via the DPD parcel tracking service.
For orders dispatched via Royal Mail, you may track delivery progress using the Royal Mail tracking service.
When will I receive my order?
For full details on delivery methods and times, please visit our
delivery information page.
What is DPD Pickup?
DPD Pickup allows you to have your parcel delivered to a local shop within their network.
Simply select ‘Collection Point Pickup’ during checkout.
Further details are available on our
delivery information page.
Can I order for delivery to a UK Offshore address?
Yes, we deliver to UK Offshore addresses. Eligible postcodes include:
GY, JE, IM, BT, HS, IV40–56, KA27–28, PA20, PA41–49, PA60–78, PH41–43, ZE.
More details may be found on our
delivery information page.
Can I order for delivery to a BFPO?
Yes, we accept orders for BFPO delivery.
CLICK & COLLECT
When will my order be ready for collection?
You will receive an email when your order is ready — generally within 1–2 working days.
Please do not attempt to collect before receiving confirmation.
What ID is acceptable?
Any government-issued photo ID (passport, driving licence) or a payment card matching the order.
Can someone else collect my order?
Yes. They must bring:
- The order confirmation email
- A valid photo ID
- Your written permission (digital or printed)
Why is Click & Collect not available for my order?
If the option is missing at checkout, one or more basket items may be ineligible due to size,
weight or supplier restrictions.
- Remove the ineligible item(s), or
- Choose home delivery.
I've lost my order confirmation email – What can I do?
Please check your junk or spam folder first.
If you placed the order while logged into an account:
- Sign in and view your recent orders.
- Bring the order number when collecting.
- We can still assist.
- Please bring photo ID and provide your full name and postcode.
How long will you hold my order?
Orders are held for 7 days from readiness.
If you require additional time, please contact us as soon as possible.
ORDERING/PAYMENTS
Can I pay by American Express?
Yes, via PayPal (choose “Pay with Debit or Credit Card”).
More information is available in our
blog post.
Can I pay using Super Payments?
Super Payments is secure and fee-free, and you will receive a 6% cash reward on your next order.
Select it at checkout and follow the prompts on your bank’s app.
Can I cancel my order?
Orders may be cancelled before processing begins.
If already dispatched, it may be returned for a refund.
Contact us via our
Contact Us page.
Can I change my order?
Changes may be made only where the order value does not change.
Otherwise, the order must be cancelled and replaced.
RETURNS/REFUNDS
My item arrived damaged — what should I do?
Please email us with a photo of the damage, your order number, and whether you prefer a refund
or replacement. See our
Returns Policy.
How do I return an unwanted item?
Items may be returned within 28 days if unused and in original packaging.
Full details are on our
Returns Policy.
Can I claim a VAT refund?
VAT refunds may be issued for qualifying EU and Channel Islands purchases.
Please email us with your VAT and order numbers.
How long is my product guarantee?
Most products are covered for the first 28 days.
Longer guarantees may apply and are listed on product pages.
OTHER QUESTIONS
What does “free gift via redemption” mean?
Your free gift is claimed from the manufacturer, rather than shipped with your order.
See our
guide.
Do you price match?
We will match a price where possible if the product is identical and in stock online.
Submit a request through our
price match form.
Do you have a shop?
Yes — in Sturminster Newton, Dorset, where our family business has traded for over 95 years.
Learn more on our
About Us page.
How can I recycle the green fill inner packaging?
It is biodegradable and wheat-based. It can be composted, added to a food waste bin,
or dissolved in water. More information is available on our
Recycle & Reuse page.
What is a Special Order Product?
These items have longer lead times and may be made to order.
Details are available on our
delivery information page.