Help

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 contents  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 in place.

Q. Why was I asked to provide additional information while paying with my credit card?

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.  More 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 on-line.

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. Please see our Privacy Policy

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 warehouse.

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.


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