Frequently Asked Questions
Ordering and Payments
Are your payments secure?
We use a third party called SagePay to process our debit/credit card payments. They are one of Europe's largest card payment companies, and use the highest levels of SSL security to process your payment and ensure your details are safe. We also use 3D Secure Verified by Visa/Mastercard Securecode, where you may be asked by your bank to provide an additional password to protect your card.
We also accept payments by PayPal, one of the worlds largest online payment processors.
I didn't receive an order confirmation email - did you receive my order?
When you place and pay for an order with us you will receive an email confirming your order. If you haven't received this within an hour of placing your order then please first check your Spam/Trash folder in your email, as our emails sometimes end up there, especially if you are using a Live or Hotmail email account. If you still can't find it please email email@example.com as your order may not have completed successfully.
Why won't the discount code work?
We use discount codes on the site to either provide you a cash discount on your order, or for you to select a free Gift with Purchase from our Free Gifts. To make sure the code works please follow these guidelines:
1. Make sure you are logged in to Your Account
2. Enter the code exactly as it is shown, with no spaces before or after, as the codes are case and character sensitive
3. Don't forget to click on the "Apply Voucher" button
4. Check the Grand Total at the bottom of the page as this shows the discount or free gift being applied. Please note that the discount is only deducted from the Grand Total, not from each product line in your Shopping Bag.
If the code still won't work then please email firstname.lastname@example.org and we will help you.
Why can't I enter two discount codes?
All of our Special Offers are limited to one per order, so you will have to choose which one is best for you. The only exceptions to this are if the product is reduced in price, or where you want to use your Reward Points - in both of these cases you can use a Discount Code at the same time.
If you are trying to use the code to get 10% off your first order as well as a Gift with Purchase code you won't be able to, but you can use the first order discount code next time you shop with us instead, as it doesn't actually have to be used for your first order.
Why is my product significantly discounted? Is there something wrong with it?
From time to time we will significantly discount some products, which will be included in our Sale page. These items will either have been discontinued by the manufacturer, or may be getting close to their Best Before or Expiry Date. These items are still safe to use, but once the expiry date has passed we can no longer sell them. Unfortunately we cannot publish all expiry dates on the website, but if you would like to check the date for any particular product please email email@example.com.
Has my order been dispatched?
When we ship your order we will send you an email confirming it has been shipped. If you have chosen Next Day delivery (UK only) this email will include tracking details so you can track your order. If you haven't received an email from us within 2 working days of placing your order then please first check your Spam/Trash folder in your email, as our emails sometimes end up there. You can also check if your order has shipped by logging in to your account and checking the status there.
How do I track my order?
For all UK Orders, or International Priority Signed/Tracked Orders, we will send a Tracking Number when we ship your order. This will be shown at the bottom of your Shipment Confirmation email. You can use this number to track your item direct on Royal Mail, Parcelforce, or DPD websites.
Royal Mail: www.royalmail.com/track-your-item#/
Why hasn't my order arrived yet?
The delivery option you chose determines how quickly your order will reach you. Please check our Delivery page which shows how long delivery can take, and what to do if your order hasn't arrived.