Orders & Returns

Orders & Returns


You are deemed to place an order with us by ordering via our online checkout process. As part of our checkout process you will be given the opportunity to check your order and to correct any errors. We will send you an order acknowledgement, detailing the products you have ordered. The fact that you receive an automatic order acknowledgement does not necessarily mean that we will be able to meet your Order

Our acceptance of an order takes place when we despatch the order. We will send you a despatch confirmation by email. The purchase contract will be made when we despatch the order, even if your payment has been processed prior to despatch, unless we have notified you that we do not accept your order or you have cancelled your order.

We have the right to refuse to accept any order, in particular without limitation, we may refuse to accept an order:

  • where goods are not available;
  • where we cannot obtain authorisation for your payment;
  • if there has been a pricing or product description error;

Price and Specification

Prices shown on this Website are inclusive of VAT at the current rate

The right is reserved to change the specification and prices of the products described on this website.
Whilst we try and ensure that the details, descriptions and prices on our website are accurate, errors may occur. If we discover an error in the price or specification of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or specification or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. If you have already received the goods we ask that you send them back to us, upon receipt we will issue a full refund and any costs you in incur in returning the item.

Promotional offers

Only one promotional offer can be used per order. Please note that products sold in our Factory Clearance constitute promotional offers. Promotional offers may be withdrawn at any time.
Discount and voucher codes published by 3rd party websites are issued with standard terms and conditions and additional terms and conditions published on this website may apply. The discount or voucher code can only be used on full priced items which excludes gift vouchers, factory clearance and last chance items. Discount and voucher codes are not to be used in conjunction with any other offer. Promotional offers may be withdrawn at any time.


Under Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your order for any product. The regulations do not apply to products made to your personal specifications (or otherwise personalised) or which, by reason of their nature, cannot be returned or are products that are liable to deteriorate or expire rapidly, or are audio and video recordings and computer software that you have unsealed or used. Your statutory right to return goods under the regulations may be exercised up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after the day of delivery. If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the products that you do not wish to keep to us (at your own cost, unless the products were substitute goods which we selected for you). You must take reasonable care of the goods. In all cases, the items returned must be in their original condition, complete with any instruction booklets, software and packaging. All goods will be inspected on return. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we make for collecting the goods (including courier fees) if you do not return them at your own cost. Please Note: The deduction of carriage costs we will make in such circumstances will not exceed the cost of the post and packaging charge made when you ordered the goods.

     Defective Goods – If, after purchase, you feel that any product is faulty due to either defective workmanship or materials or is otherwise not of satisfactory quality, please return it to us with your complaint in writing and we will investigate your complaint.

     Returning Goods – Please enclose with returned goods: details of the returned item and order number (preferably your advice note or a copy of it with the returned item marked on it), your name address and account number, the reason for the return and whether you want a refund or an exchange.

If you return goods you must obtain proof of posting. If they are returned via the Post Office, it is vital that you obtain a Certificate of Posting from the Post Office, which should be kept in a safe place, as this will be required in the event any returned parcels go astray. This will contain a unique reference number, which should be quoted in the event of a query. We are not liable for loss of goods sent to us in the post and we can only claim against the Post Office in the event you can produce a certificate of posting. Failure to produce a Certificate of posting or a receipt from your courier when a parcel has gone astray will mean we will not be able make a refund. If we accept for refund goods that have been paid for by credit or debit card, the refund will be made directly to your card.

Ordering replacement goods – If you require a replacement or exchange item, please download and complete our nib service leaflet and enclose it with the returned goods OR telephone our Customer Services on +44 (0) 1746 861236 (Please do NOT do both or you may receive the order twice).