Frequently Asked Questions
Why is my order late?
While we endeavour to ensure your item arrives within the specified time frame, unforeseen delays may occur affecting shipping or manufacturing. In this instance, we will strive to communicate any delays to you prior to your estimated delivery time slot.
Can my delivery and billing address be different?
You can have different addresses for billing and delivery. You can pick different addresses while checking out. If you notice the shipping address is incorrect, please get in touch as soon as possible or put your order on hold so that we can amend it.
Can I collect my order?
You are more than welcome to come and pick up your order from us at no cost to you. You can select this option at checkout. Please do not attempt to collect your order until you have recieved a confirmation email that it is ready to collect. We wouldn't want you to have a wasted journey!
Our collection address is Unit 60, Mackley Industrial Estate, Henfield Road, Small Dole, BN5 9XR.
Our opening hours for collection are:
|
Morning |
Afternoon |
Monday |
9am – 12:30pm |
1pm – 5pm |
Tuesday |
9am – 12:30pm |
1pm – 5pm |
Wednesday |
9am – 12:30pm |
1pm – 5pm |
Thursday |
9am – 12:30pm |
1pm – 5pm |
Friday |
9am – 12:30pm |
1pm – 5pm |
Saturday |
Closed |
Sunday |
Closed |
How will I know if my order has been dispatched?
You will receive a confirmation email when you place your order. We will email you again with your invoice when your item has been dispatched from our warehouse. Where possible, this email will include the courier’s tracking details.
Will I have to be in all day?
Depending on how your order is being delivered, we may be able to give you a window for delivery via the courier tracking number. If you are unable to be at home for the delivery, our couriers will try to leave your order somewhere safe, or with a neighbour. If you are not going to be in, a clear note on the front door really helps the couriers.
For large orders, your delivery will arrive via our in-house courier Stream. This is to kerbside only so please bear this in mind if you're not going to be available on the day of delivery.
In what condition should my order be delivered?
All of our orders are carefully quality-checked and leave our facility protected in a film to help prevent damage. However, in rare cases, items may be damaged during transit.
Whether you notice the damage immediately upon delivery or after unpacking, please follow these steps so we can resolve the issue as quickly as possible:
1. Take clear photos of the damage, including the packaging if possible.
2. Contact us with:
- Your order number
- A brief description of the issue
- The photos of the damage
If you notice the damage at the point of delivery, please sign for the item as "DAMAGED" with the courier if you’re able to.
Once we receive your evidence, we’ll review the issue and offer you a replacement, partial refund, or full refund - depending on the severity of the damage and your preference.
Do you deliver outside of Great Britain?
Currently, we do not provide any deliveries outside of Great Britain.
What is your normal delivery timescale?
Our estimated delivery times are determined after you configure the product on both the product page and the cart page. This is because the times can vary based on the options you choose and the processes involved in fulfilling your order, as all our products are made to order.
Is there a small order fee?
To allow us to continue to provide a fast and efficient service, we have a minimum order value that varies depending on the size of the order and the courier required to deliver it to you. Our small order fee does not apply to samples.
Can I pay for faster shipping?
We are only offering the economy delivery service at this time. Our lead times are constantly updated to the fastest they can be given our current backlog, so you know you’re always getting the best delivery speed available. For more details please see our Delivery Policy.