Frequently Asked Questions
Carriage & Delivery
How much will the carriage cost be for my order?
Shipping is calculated and displayed to you at checkout depending on what’s in your order and where it’s being delivered to.
Where is my order being sent from?
All of our orders are shipped from our warehouse in Gelsenkirchen, Germany.
Which carrier should I expect my order to be delivered with?
We usually use FedEx for most of our shipments.
Will I need to sign for my order?
Deliveries will need to be signed for and carriers are unable to leave consignments anywhere without a signature. Should this be an issue, get in touch and we can try and work something out for you.
How long will it take for my order to reach me?
This can vary depending on where the delivery is being made to. Estimated delivery times will be displayed to you at checkout. If delivery time is critical, do get in touch and we can usually find a way to meet your deadline.
Will there be any additional costs to pay on receipt of my order?
If you're delivery is to a country outside of the EU, import taxes and duties may be applicable. The website will calculate those additional costs at checkout, if there are any, and add them to your order so you have full visibility of them before you complete you order.
Refunds/Returns
I’d like to return/exchange something I’ve bought. What should I do?
Drop us a line and we can usually arrange the return of most products within 30 days as long as the items are in unused re-saleable condition. If you could include your order number when getting in touch it will help us to arrange your return as quickly as possible.
Will you collect my return from me or do I have to post it back to you?
Unless the item has arrived damaged, or you have received the wrong item at our error, the cost of return postage must be covered by the customer. We’d recommend sending all returns by a tracked service. We can collect if sending the return yourself is difficult. Please get in touch if you would like a quote.
One or more of my items has developed a fault. What should I do?
Drop us a line and we will arrange a refund/replacement for faulty goods. If you could include your order number, a brief description of the fault and a digital photo of any visible issues when getting in touch, it will help us to resolve the problem as quickly as possible.
Payments
What payment types do you accept?
For personal purchase orders we accept all major credit/debit cards. For business purchase orders you can choose to pay by credit/debit card or you can choose to be invoiced. If you choose this option, for your first order we will contact you to complete the required new customer form for you to provide your information so we can set up a credit account.
Can I pay in another currency?
Our site only accepts payments in GBP, EUR and USD. For other currencies a conversion fee may be applied by your financial institution.
Other Things
I can’t get through to anyone on your helpline?
Our team work processing and despatching your orders Monday to Thursday between 9am and 5:30pm (GMT) and Friday between 9am and 4:14pm (GMT) excluding UK Public Holidays and the whole period from Christmas Eve through to the day after New Year’s Day. Outside of these hours, drop us an email and we’ll get back to you as soon as we’re back in the office.