Frequently Asked Questions

What if I have forgotten my password?

On the log in page, click on ‘Forgot Your Password’ then simply enter your email address and we will send you a link to reset your password.

Should you forget your email address you will need to contact our English-speaking customer services team by emailing We aim to resolve any queries within 24 hours – except for weekends. Our team work Monday – Friday 8am – 5pm (GMT / BST).

Can I see ex VAT prices?

Yes, there is a link at the top right of each page where you can control the prices to be ex-VAT or including VAT.

Can I amend my order once it has been submitted?

Unfortunately, due to the speed of the order going through directly to our distribution centre to process for delivery, we are unable to amend or cancel any orders once they have been submitted.

Can I track my order?

Unfortunately at present this is not possible, however, contact our English-speaking Customer Service Team on +(44)1935 385685 or by email Please include your Order Reference number for a quick response.

How do I return an item?

We work hard to ensure that all of our products reach you in the best condition, but in the event of a damaged item or if an item is not suitable for you, we make it easy for you to return.

Simply email our helpful customer services team for a returns form and they will send you one back right away. Please take your parcel and the returns form to your local posting office. The top half of the form should be attached to your parcel and the bottom half should be stamped by the cashier at the post office and kept as your proof of postage.

When returning non-faulty items, please ensure that they are unused and in their original packaging.

All refunds will be made as soon as your goods are checked in at our returns centre, usually within 7 working days.

All of our products have a one year guarantee.

Please note that your statutory rights are not affected by the above guidelines.

How do I return a faulty item?

If you purchased the item less than 30 days ago you can return it under the 30 day money back guarantee. Please make sure that you return all component parts and any promotional items received. You should include your invoice and a completed returns form.

If you purchased the item more than 30 days ago our aim is to get any problem put right as quickly as possible. In most instances we will replace the item with the same or equivalent product.

Please note that your statutory rights are not affected by the above guidelines.