Frequently Asked Questions
How do I place an order?
Orders can be placed through our website and over the telephone. Once you have placed an order you will receive a confirmation e mail. Please check it carefully to make sure all the details are correct. We will send a further e mail to advise you once your order has been dispatched.
Do I have to set up an account?
You can set up an account at any time in which case you will be able to see your order details, have the option to change your address and set a default address. However you do not need to set up an account in order to make a purchase.
I’ve set up an account but forgotten my password. What should I do?
Please click on ‘log in’ and enter your e mail address. We will then send you an e mail with a link to reset your password.
What methods of payment do you accept?
We process card payments through Sage Pay and accept MasterCard, Visa Credit, Visa Debit and Maestro.
When is my card charged?
Your card is charged when you place your order.
Are my card details secure?
We use Sage Pay (formerly Protx) to process your card payment securely. Sage Pay is the largest independent payment service provider in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way. Sage Pay use a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards. Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable. Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation. In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. So when buying through our site, you can be sure that you are completely protected.
What currency do you take payment in ?
Payment will be in British pounds and include VAT at the current rate of 20%.
Where do you ship to?
We ship worldwide. Please refer to our delivery and returns section for more information.
Shipments to countries outside the EU may be subject to import duties and taxes. Such charges are outside of our control. Any additional charges to clear customs are the customer's responsibility.
Can you deliver to a different address from my billing address?
Yes. When you are at the checkout please enter the delivery address of your choice. This will also be the default billing address but you can change the billing address if different. The billing address should always be the registered card address.
How much does delivery cost?
For details on delivery costs please refer to our delivery and returns section.
How do I cancel my order?
Please notify us in writing either by e mail to firstname.lastname@example.org or by post to Oggetto, Order Cancellation, Unit 2a The Old Aerodrome, Higher Woodsford, Dorchester, Dorset DT2 8BL up to 7 working days after the day on which you receive your goods (with the exception of items made to order). For more detailed information, including when exceptions apply, please refer to section 10 of our terms and conditions.
When will I receive my order?
Orders are dispatched within 24 hours of being placed. We will send you a confirmation e mail once your order has been shipped. Please allow 1 - 5 days for delivery, depending on your location. For more information, please refer to our delivery and returns section.