How much do you charge for delivery?

Please see our Delivery Information page.

Do you ship internationally?

Due to the excessive costs of international shipping, unfortunately we no longer accept overseas orders without prior agreement.  If you desperately want to place an order for international shipping, please contact us with the items you want to order and we will send you an accurate shipping charge.  We can then arrange the necessary action to process your order.

Do you have a Customer Loyalty Programme?

We have a great Reward Points customer loyalty programme.  Please see our Reward Points page for information on how to shop, earn and redeem your loyalty points for great discounts.

What are your customer service hours and how do I contact you?

Our customer service hours are 10am to 4pm, Monday to Friday.  We are available via our online chat function or email.  We aim to respond to all emails and chat messages within 24 hours Monday to Friday.  Some email services such as Tiscali, iCloud, Sky, Hotmail, BT, Outlook, Yahoo, and Gmail send our emails to junk and spam folders, or block our emails completely, so please check your folders for our replies.  You will also need to add our email address to your safe senders list.

We are human, just like you, so please treat us with respect in your communications.  We appreciate our customers being polite and respectful when contacting us.  We cannot respond to emails that are rude, disrespectful, aggressive, abusive, threatening, or contain offensive language.

I subscribed to your newsletter for 10% off my first order, how do I get the discount code?

When you sign up to our newsletter for the first time, you will receive an automated email straight into your inbox with the discount code for 10% off your first order.  If you do not receive the email within 10 minutes, please check your spam and junk folders.  You also need to check that you spelt your email address correctly.  You will also need to add our email address to your safe senders list.

I subscribed to your newsletter for 10% off my first order but the code didn't give a discount on everything in my basket, are there restrictions on how the code is applied?

When you sign up to our newsletter for the first time, you will receive an automated email straight into your inbox with the discount code for 10% off your first order.  Certain products are excluded from eligibility on the discount code.  If the product you are ordering has not been discounted with the code, that means the product is on the exclusion list.

I subscribed to your newsletters for great offers and discounts, why am I not receiving your emails?

Some email services such as Tiscali, iCloud, Sky, Hotmail, BT, Outlook, Yahoo, and Gmail send our emails to junk and spam folders, or block our emails completely, so please check your folders for our emails.  You also need to check that you spelt your email address correctly when you signed up.  You will also need to add our email address to your safe senders list.

I forgot my account password, how do I get a new one?

If you have forgotten your account password, simply click on the link to request a new password.  

If you have an account with us, you will receive an email with your new temporary password.  Once you have logged in with your temporary password you will be able to change it.

If you do not receive an email with a new temporary password, it means you do not have an account with us yet, or the new password email has gone into your spam or junk folder.  Make sure you check your spam and junk folders, and add us to your safe sender list.  If you do not have an account with us yet, it is easy to register.

What payment methods can I use?

We accept credit and debit cards via our Square card payment processor.  We also accept PayPal.  You can pay for your online order in the following ways:

• Visa
• MasterCard
• Visa Debit
• Maestro
• PayPal
• PayPal Pay in 3
• Crafting UK gift card or e-Voucher

We do not accept Visa Electron.

Your card must be registered to a UK address.

Can I Use PayPal Pay In 3?

Yes you can.  If you want to spread the cost of your order over three months interest free, you can use PayPal Pay in 3.  Just select this option when you go through the PayPal checkout screen.

Do I need to have a PayPal account?

No, you do not need a PayPal account.  You can pay using your debit or credit card via our Square card payment processor.

I got an error when I tried to pay with PayPal, what went wrong?

If you are using Internet Explorer or Microsoft Edge, PayPal's payment processing may not connect.  Use Google Chrome or Firefox to complete your purchase.

Will I receive confirmation of my order?

Our ordering system will send you an automatic confirmation of your order immediately after you place it. Please read and check the details carefully to make sure that they are correct.  If you don't receive the email, please check your spam or junk folder and make sure you add our email address to your safe senders list.

If the details are incorrect, or if you need any help, please contact us quoting the order number found in your order confirmation email.

What will happen if I don't pay for my order?

Our ordering system will send you automatic reminders to checkout your basket until you pay for your order.  If you don't pay for your order after the third reminder, you will receive an automatic non-payment strike, and then additional non-payment strikes after every reminder, so it is extremely important to make sure you pay for your order immediately.  If you receive three non-payment strikes, you will be suspended and you will need to contact us to appeal.

You always give great service so I want to give you a good review. Are you on any review websites?

No, we are not on any review websites and we never will be.  We will never ask our customers to write any type of review.  

We know that websites pay people to write good reviews about them, and we know that websites pay people to write bad reviews about their competitors, and that is why we will never be on any review websites.

I am getting fantastic discounts in your newsletters but I don't recognise your website.  Have I purchased from you before?

If you are receiving our newsletters it means you signed up to receive them either directly on our website or by placing orders in one of our previous online marketplace shops.