FAQs

FAQs

When is my order dispatched after order confirmation?

Confirmed order is usually dispatched within 1-2 working days after cleared funds. We will immediate send confirmation email of the dispatched goods.

(Please don't forget to provide your contact email when placing your order with us)

Occasionally dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible

 

Are you offering The Free Delivery?

The Free (STD) Delivery offer is applicable to all parcels being delivered within the UK.

International

Subject to destination and delivery fee confirmation.

 

Which courier companies are used and what is the delivery time ?

Usually UPS , however other couriers maybe used.

- Delivery time: Your order should be delivered within 2-5 working days. However outlying areas such as the Highlands & Islands of Scotland, the IOM & IOW may take slightly longer. Please allow 7 working days from the date of despatch before querying a delivery.

 

Do I pay customs or import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and can't let you know how much they'll be. Policies vary from country to country so it would be a good idea to check your local customs for more info.

 

We cannot be held responsible for loss when items are requested to be left safe.

 

Where are you dispatching from?

Ochtrup – Germany / Keighley – United Kingdom

Majority of stock is despatched directly from the main distribution warehouse in Germany. Alternatively, some goods maybe despatched from our solving centre in Keighley.

Please Note:

Parcels may be delayed if we feel further fraud prevention security checks need to be carried out.

 

Can I get my parcel delivered to a different address?

Yes, you have the option to add a different delivery address when placing your order with us. Please note, for your protection, there may be a delay in dispatching an order to a different address, due to fraud prevention measures. You will be informed if this is the case.

 

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

 

Can I track my parcel?

We will provide you with tracking number together with dispatch confirmation of your goods. If you have not received your parcel when expected, you can contact us and we will be able to help you track your parcel. Please make sure you put your order number in the subject box and we will send you a tracking number that can be used on Courier website.

 

Courier have not delivered my parcel, what now?

If you are not in on the first delivery attempt, Courier should leave a card through your door giving you further instructions. If you have not received this, please contact us one of our advisers will be able to help you track your parcel.

 

Can I change my delivery address after my order is confirmed and dispatched?

Unfortunately, we cannot change delivery address after your order is confirmed and dispatched.

 

Can I pick up my order from your warehouse?

Unfortunately, it is not possible to pick up orders from our warehouse, unless agreed otherwise.

 

FOR FUTHER DETAILS AND FULL GENERAL T&Cs please go to Customer informations page