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FAQs

Shopping online can be frustrating at times so we’ve tried to come up with all the possible difficulties you might face when ordering with us and provide you with the answers below.

WEBSITE QUERIES

If you are experiencing any problems such as placing and order, payment issues or any other problems please feel free to Contact Us and let us know the issues you are experiencing. Also, if you happen to get an error code please include this in the e-mail.
Please request a reminder of your password using the link during login and a reminder will be e-mailed to you. If this does not come through for you please click on Contact Us and select the option ‘Password Reset’ and we can reset that for you.

YOUR ORDER AND DELIVERY

If you would like to cancel your order (or a recurring order) please click on Contact Us. Please provide your order number and we will reply with a confirmation to say this has been done for you. Please be aware that this can only be applied if the order is not already in progress at our warehouse.
Please click on Contact Us and select the option ‘Damaged Order’. Please let us know what is damaged and any other information. We will get back to you as soon as possible with a reply and rectify this for you.

Delivery time of purchased products depends on your location and designated shipping method selected when you placed your order. You can check your order confirmation email for an indication of when your order will be due for delivery. All orders received after our 11am deadline will be processed on the following working day. Working days are Monday to Friday only; we do not deliver or process orders on weekends or on bank holidays.


Orders weighing less than 15kg will be delivered via Hermes unless Premium DPD or Local pickup has been chosen. Orders weighing over 15kg will be delivered via Yodel again unless chosen otherwise. Items requiring special handling for example hazardous items such as sprays must always go with Yodel or fish tanks etc by a pallet courier service.


Payment is taken at the time of order. Once an order has been made the discount cannot be applied to the order any longer, unfortunately. We cannot refund or reimburse a discount if a code was not applied at the time of placing the order online. Discount codes and coupons can only be used through the website.
To request a return please Contact Us and our advisors will provide you with a unique returns number. Please package the return securely and ensure that you enclose a note with your unique returns number, your name, full address and contact number. We would advise that the return is sent back to us by a recorded method.
If you are unhappy with the item or have happened to receive the incorrect item please contact us and our Customer Service Advisors will rectify this for you.
Prescription orders are sent out in separate packages and from separate warehouses and so may be received separately. Although, they are not guaranteed to arrive on the same day the items will have been sent out and will be received a day or two after.
If your order has been received and you are missing an item please contact us and our Customer Service Advisors will rectify this for you.
If you have not yet received your dispatch email from us, then your order is being processed in our warehouse. The majority of our orders are dispatched within 24 hours and you can check the status of your order by logging into your account at any time. Once your order has left our warehouse, you will receive a dispatch email, which will contain your tracking number and the courier it relates to. This tracking number can also be found in your account. All our couriers provide a tracking service from their websites, which are listed below. We strongly advise downloading the free courier apps for the most up to date information. Please be advised that no tracking updates will show while the parcel is on the way to its first stop at the courier depot. The updates will begin within 24 hours, but please do allow a short time for the parcel to enter into the courier network. This should take no longer than 24 hours.
Our Standard Delivery orders are delivered within 2-3 working days. This includes Saturdays. We offer Next Day delivery on orders placed by 4pm (Monday-Friday) using our Express courier service. This includes Saturdays and interactive tracking updates. The Local Pickup service offers orders delivered within 1-2 working days at your local Pickup point once your order is confirmed. Please be sure to bring some photo ID when collecting the parcel from the shop.
You can track your order easily from 2 places. 1. Your despatch email: We'll email you when your order is despatched and include a direct tracking link for your parcel. Please just allow a little time for the parcel to reach the courier depot from our warehouse, as this is where the tracking information begins to update. This should take a maximum of 24 hours. 2. Your account: Simply log in and select the order you want to view from your account to find another direct tracking link for your parcel. All our couriers have their own websites and care teams, should you wish to contact them directly.

DPD, Hermes and Yodel offer an app, which is compatible with Android and iPhone, which we really recommend to give you greater control of your delivery. 

The shipping cost depends on the option you choose at the checkout when placing your order.

Standard Delivery | Delivered within 2-3 Working Days

  • Orders Under £29 - £2.99
  • Orders Over £29 - FREE! 

Next Day Delivery | Delivered within 1 working day

  • Orders Under £29 - £4.99
  • Orders Over £29 - £2.99

RECURRING ORDERS

Setting up a recurring order is simple. While you place your next order, you can select to make this a recurring order in the basket. Simply select "Yes". You can then select the interval at which you would like to be sent each individual product. You can choose to reorder an item every 7, 15, 30 or more days. You may choose different intervals for different products. You then continue placing and paying for your current order. Your card details are securely stored and as soon as your next order is due, our system places the order automatically, deducts the amount from the same payment card and sends you an email confirmation of this order.
You can review your recurring orders any time under "My Account" > "Recurring Orders".
We will securely save your credit or debit card details when you place your order. The same card will be used for any future recurring orders. Payment by Paypal is unfortunately not supported. If you need to change your payment method, please email us to cancel your recurring order. You will then have to set up a new recurring order.
You can cancel your recurring orders by emailing us at [email protected] up to the day when you're next order is due to be placed.
You may set up recurring orders for multiple items at the same interval or at different intervals. Please note that for the moment if you set up ITEM A to be delivered every 30 days and ITEM B to be delivered every 60 days, they will each be sent in a separate parcel, even if at any point the delivery date for this will be the same.

OTHER QUESTIONS

Yes, our website is extremely secure. We use an extremely powerful ecommerce package, which is behind state of the art networking equipment and firewalls. Every measure is taken to ensure that your details are always completely safe.
No. Your details will not be given or sold to any third parties.
A safe place is a location where the courier can leave your parcel if you aren’t in. You can indicate this in the checkout process, or the driver might leave the package in a safe place if you aren’t at home to receive delivery if the signature is not required. The delivery driver will only leave your package if they consider the requested location to be safe. If your package requires a signature, the driver will only leave your package with a neighbour, not at any other designated safe place.
The location should be:
  • Dry (and protected from rain or flooding)
  • Secure from public access
  • Accessible to our courier
Examples of a safe place include:
  • Shed
  • Greenhouse
  • Porch with a door
  • Garage
  • With a designated neighbour
Examples of places our courier might find unsafe include:
  • Wheelie bin
  • Door step
  • Gardens, yards & patios
  • Over gates or walls
  • Under benches or plants