Should you need help with any aspect of our website we trust the following is of
assistance. If you still require help, or have any other issues please do not
hestitate to contact us using the form at the bottom of the page.
Frequently Asked Questions
Q. What is in the products?
A. Look for this icon on the product details page - if
we have the contents listed this will show them to you. We aim in due course to
list the ingredients of all items.
Q. Are my personal details secure?
A. Yes they are. Your password is encrypted and you need to use it to place
orders or change your details.
Q. Why do I need to have a Customer Account?
A. If you wish to order again, your address details are stored for you, saving
the need to enter them again. From your account you can check on progress
with your order or re-order if you need to. Having an account does not
commit you to making future purchases, nor do we use the information for any
purpose you have not authorised us to do.
Q. If I pay on line is my credit card processed securely?
A. Yes it is. credit and debit cards are processed for us by
SagePay or PayPal using their secure
servers. If the card payment is accepted we receive notification of this from
them. At no time do we actually see the card number used, nor is it stored for
us. Your transaction is processed in a fully secure manner in line with the
highest standards of web security. For your own piece of mind when you reach the
payment screen you should check that the address starts with https:// and that
your browser shows a padlock or other symbol to indicate that a secure link is
Q. Why was I asked to provide additional information while paying with my credit
A. We in partnership with Barclays Merchant Services operate a system called 3D
Secure, also known as "Verified by Visa" and "Mastercard Secure Code". The
system combats cardholder not present fraud by asking for additional information
that only the true card holder would know. The actual process is carried
out by the issuing bank or credit card company not by us or anyone else.
The information asked for is used only by your card issuer for the purposes of
ensuring it is you using the card, not someone else who has stolen the details.
Q. Can I cancel my Order?
A. We hope you do not want to, but if you do you can do so within 14 days
of placing your order. For full details see our
Terms and Conditions
Q. What if I am not satisfied with the goods provided?
A. If items are returned in re-sellable condition within 14 days we will refund the purchase price. Customers are responsible for the cost of returning goods except where goods supplied are in error, or damaged
Q. Can I pay by credit card over the phone?
A. If you have trouble ordering on-line we can take telephone orders, this is
however a secondary service, if possible we would really prefer you to pay
Q. Am I likely to get spam from you or others?
A. In accordance with current UK Regulations we only send emails that are
directly related to the transaction and nothing else, unless you have expressly
indicated you wish to receive information from us. We do not pass any customer
details on to third parties, and if you have indicated you wish to receive
information this is restricted to occasional newsletters and product updates.
You can un-subscribe from our mailing list at any time just by emailing us.
Q. How do you deliver goods?
A. We send all orders by post, courier delivery is not available.
Orders over £71 in value at our discretion may be delivered direct from the
Q. What if I am not in when the order is delivered?
A. If you might not be in please provide instructions in the space
provided on the order form, for example to deliver to a neighbour.
Following the instructions is however at the discretion of the post service and
the postman may decide to leave a card asking you to collect the item. We
cannot undertake to deliver on a specific day or at a specific time, sorry.