Question 1

How many times can I use the introductory offer discount?

Accepted Answer

Our introductory 50% discount may only be used once per customer. This offer is not available to customers who re-register using an alternative email address. Please refer to our terms and conditions.

Question 2

Is it necessary for somebody to be present to accept the delivery?

Accepted Answer

In the majority of cases, in order to avoid fraudulent claims, the courier will require a signature on delivery of your order and therefore somebody will need to be in to receive it. You are free to ask us to instruct the courier to leave your package in a location that you believe to be secure, or to choose a non-signature required service (like Royal Mail), but in this case you assume the risk involved in specifying that a signature is not required and we will not be able to entertain claims for non-delivery.

Nowadays we have the possibility as well of doing a last minute re-arrangement directly with the courier. DPD interface will allow you to change the delivery date, as well as some other options to choose from - such as 'leave in a safe place' or 'collect from a Pick Up Point' -, the day before they intent to do the delivery. Once we dispatch the order, and they have it ready for delivery they will send you a notification, and at that point, you will have about 12-24 hours to interact with them and do any of this last minute changes.

Question 3

What will happen if there is nobody available to accept delivery?

Accepted Answer

As with the majority of courier companies, the courier will leave a card with instructions for contacting them to arrange for redelivery. If you have specified a mobile phone number, you should also receive a text message. They may or may not automatically attempt delivery again the next-day.

After attempting delivery once or twice, the courier will hold your order awaiting instructions from yourself. If you do not contact them within 3 days, the order will be returned to us at our cost. As such, we regret that in these cases we will have to pass on the £15.00 return charge from the courier, plus then a new shipping charge would be incurred if redelivery is required.

Question 4

May I specify any special delivery instructions?

Accepted Answer

Yes. Our courier is very flexible and we can instruct them to leave your order with a neighbour or other secure place where a signature can be obtained. If access to your property is difficult or unusual, you may also specify how they should enter. A box is provided for you to specify these instructions when completing your order.

Question 5

My address is hard to find - can I give special instructions?

Accepted Answer

Yes. On the 'Checkout' page there is space called "Specific Delivery Instructions" for you to fill in any special advise to the courier, such as 'Flat is on top floor', 'Large house at end of dead end', 'Ring bell to enter driveway', or '1/2 mile off A454 past the Dog and Duck'.

Question 6

Why do you charge more to deliver to some areas within the UK?

Accepted Answer

We realise that it seems unfair to charge extra to deliver to some of the more remote parts of the UK, but unfortunately our courier imposes a surcharge for these areas and there is nothing we can realistically do to change this. We only ever pass on an amount equal to the extra that we are charged and in many cases we absorb some of the extra charge in order to be able to offer you cheaper delivery. We do NOT make profit on these courier surcharges. If you feel that you would like to complain about remote area surcharges, please take up the matter directly with DPD who will readily explain their reasons for these higher charges.

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