FAQ

Ordering

To place an order, just find items you wish to purchase, select the quantity and click on the ‘Add to Basket’ button. When you are done shopping or want to see how much the current total is, click on the ‘Checkout’ , ‘View Basket’ or ‘Cart’ buttons or menus. Fill in your details, but you do not have to create an account to buy things, its just handy if you want to repeat buying on a regular basis. To pay for items we currently only take Paypal, or credit/debit cards via Paypal for postal orders. If you are purchasing for personal delivery/collection within the Medway area click on the ‘Cash on Delivery’ option at the bottom of the page.

Delivery

Once your order has been placed, we will endeavour to dispatch the item(s) within 2 working days. During holidays or extremely busy periods this may extend to 3-4 working days. Over periods such as Christmas and New Year the delivery times will be stated for last guarenteed delivery.

If there are any delays due to extreme circumstances such as illness or weather conditions we will contact you to inform you of the delay.

In very extreme circumstances such as a disaster, we may have to cancel delivery and your order, in which case we will inform you again.

Returns

We adhere to the Consumer Contracts Regulations that came into effect from 13 June 2014. You can find a summary here: http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

You can cancel your order from the moment you place the order, till up to 14 days after you receive the product. We will not refund you if the item has been opened, used, damaged (unless this damage occurred during transit). You the customer must pay for the return postage and you will not receive a refund for this postage. You must send the item back with at least a proof of postage (available from post office counters when you send), otherwise we cannot refund you if the item goes missing in transit.

You will receive your refund for the item including the cost of delivery to you, within 14 days of us receiving the returned item, or in the case of the item going missing in the post, receipt of the proof of postage.

If you have supplied incorrect details and subsequently the order is returned to us, we reserve the right to charge a postage fee to re-ship the order again. Or in the event you wish to then cancel the order we reserve the right to charge a restocking fee of 20%.

Please find the returns form here: Returns Form

Pre-orders and Special Items

If you pre-order or request us to source an item(s) for you, and then subsequently want to cancel the order after receiving the item(s) we will accept the return but will refund you the value – 20% for a re-stocking fee as we would not normally carry these items in stock, or would not ordinarily have that quantity in stock. Again, the item(s) must be returned unopened, undamaged in their original packaging otherwise we will not refund you.