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Frequently Asked Questions

General

Can I speak to your Customer Care Team?

Why is it asking me to Sign In / Save my Details?

What is a Trade Account?

I’ve forgotten my password! Help!?

I have a new credit/debit card, how do I amend my details to buy online?

Can I upgrade my delivery service once the order has been dispatched?

What if the goods arrive damaged?

Delivery & Returns FAQs

How do I return an item?

How do I return a faulty item?

Can I order my delivery to another site or address?

What happens if I am out when my courier comes and I miss the delivery?

I have not received my item…

Can I amend or cancel my order?

When will I receive confirmation of the order?

Are there any products which aren’t included in the delivery options?

Can I get delivery to outside the UK?

Can I upgrade my delivery service once the order has been dispatched?

What if the goods arrive damaged?

Your Account

Why is it asking me to Sign In / Save my Details?

What is a Trade Account?

What is an Online Pro Account?

I’ve forgotten my password! Help!?

I have a new credit/debit card, how do I amend my details to buy online?

My email address has changed. How do I update this information to my current account?

How Do I Update My Shipping Address?

I’m having problems signing in.

Orders

What’s the Status of My Order?

Can I amend or cancel my order?

When will I receive confirmation of the order?

I have not received my item…

Returns & Refunds 

How do I return an item?

How do I return a faulty item?

How long does it take for me to get a refund?

Payments

What Payment methods do you accept?