FAQ

Contacting Us  |  Payment  |  Delivery & Packaging  |  Returns & Cancellations  | Help & Support

Contacting us

How do I get in touch with you about an order?
Please call our customer service department on 0845 838 6195 or email [email protected].

Where are you located?
We currently have seven showrooms in South Wales and the West Midlands. Click here to see their locations.

Payment

Which payment methods do you accept?
We accept all major credit card and debit card payments.

Is my payment secure?
Of course! Our website is secure, and your payment will be processed by our payment gateway provider, Handepay.

Is my personal information secure?
Yes, our website is secure. In general, if you would like to know which websites are secure, look for a “lock” icon on the status bar of your internet browser. This means your information will be safe when it’s transmitted. Look for the lock before you send personal or financial information online. If you would like to know more about how we collect and use your personal information, please take a look at our privacy policy.

Delivery & Packaging

How long do deliveries take?
We aim to deliver your order to you in 2-3 working days. But delays are expected for some of our orders due to Covid-19. You can find out if there is disruption to deliveries in your area by contacting our customer service department.

How much do you charge for delivery?
For orders over £50, delivery is free. For orders under £50, the charge is £3.95.

Where do you deliver?
We currently deliver to the UK mainland only.

Is your packaging secure and discreet?
We try to pack the orders with as little waste as possible, at the same time making sure the parcel is secure and discreet. If you are not satisfied with the way your order was packaged or delivered, please contact us.

Is your parcel delivery contact free?
Our delivery service is provided by DPD and their drivers have all been trained to remain two metres apart from the doorstep. For more information about how you can receive a parcel if you are self-isolating, please visit DPD here.

Is your packaging eco-friendly?
We use recycled material for our packaging wherever we can and try to pack with as little as waste as possible.

What happens if my product is damaged or faulty when it arrives?
Please contact the customer service team as soon as possible if your parcel arrives damaged or faulty. The customer service team will advise you how to arrange a free return or have a replacement shipped to you as soon as possible.

What should I do if I don’t receive my order?
Please contact our customer service team as soon as possible on 0845 838 6195 about your order. You can also email [email protected]

Returns & Cancellations

How do I make changes to an order I’ve already placed?
You can email [email protected] or please contact our customer service team at 0845 838 6195.

How do I cancel an order?
You can cancel your order and receive a full refund any time before the order is despatched. If your order is already on the way to you, please contact the customer service team for your cancellation request.

Can I return a product which has been sealed for health protection or hygiene reasons?
If the seal has been opened, you won’t be able to return it.

Can I return a product to one of your showrooms?
Yes, you can. However, if you would like to return a product to one of our showrooms, please contact the customer service team first before returning it to the store.

What is your policy about returns and refunds?
Please see our full terms and conditions for the policies surrounding cancellation of orders, returns, and refunds. You can view it here.

Help & Support

How do I get support with using a product?
Our experienced team can support you with expert advice on using a product or they can assess if a product is right for you.

Can I get personalised advice about choosing the right product?
Yes, you can. If you are not sure about if the product is right for you, click “get personalised advice“ on the product page and a member of the customer service team will be able to help you select the right option.

Why do some products need a home assessment before purchase?
We pride ourselves on giving you a high level of customer service and we believe in providing only the right product to you. So, some items listed in our web store require a home assessment before you can purchase them. Please book a home assessment on the website.

Could I be exempt from paying VAT?
People who are chronically sick or disabled can apply for VAT exemption on their purchase. You can find out how to do that here and you can find out more information on financial help for people with disabilities from the UK government here.

Do you have a membership discount package I can sign up to?
We are working towards providing a members-only discount in September 2020.

If you have a question which isn’t answered here, please contact our customer service department on 0845 838 6195.