Frequently Asked Questions

Common Queries/Problems

• How long will it take you to answer my email?
• How do I know that you are a legitimate business?
• Why haven't I received my order confirmation/dispatch emails?
• How come your prices are so cheap?

Ordering

• How do I place an order?
• What is my 'Shopping Cart' and how do I use it?
• What payment methods are available?
• I have placed an order using a cheque / postal order / money order / bank transfer. What next?
• Can I make a payment in cash?
• How secure are my credit card details?
• Can I view the price of items in a different currency?
• What will appear on my credit card statement?
• How do I know if you have received my order?
• How long will it take to process my order?
• Can I cancel my order?
• I think I may have been charged too much for my order. Why is this?
• If I'm ordering from Switzerland, do I pay VAT?

Delivery Information

• What delivery methods are available?
• How long will it take to receive my order?
• My order has not arrived, what should I do?
• Can I track my package?
• How is my order packaged?
• I think my package is lost, what can I do?

Returns/Refunds

• Can I return an item that I am not satisfied with for a refund/exchange?
• What can I do if I have received a faulty/damaged product?
• Can I exchange the item I have received for something else?

Account Management

• I can't login to my account, what do I do?
• What are the benefits of registering an account?
• What can I do if I forget my password?
• Can I change my personal details?
• Can I change my newsletter subscription settings?
• Can I track my order status via my account?
• Can I view a history of my orders?