Although we're happy to help with your queries, please check that the information you require isn't already available on the website as replying to all your questions is time consuming. Try using the search function if you have difficulty navigating the site. If you still can't find it, please ask.
A: Often orders contain items with different availability times. We ship all items in an order together so your order will not be sent until all the items are available for dispatch. Availability times are shown on the site and are included in your confirmation email. Please note that availabilty times correspond to the time it takes us to despatch the order, not for you to receive it.
A: When you place an order a confirmation is emailed to you. If you don't receive the confirmation then it's likely something has gone wrong. It could be that you haven't entered your e-mail address correctly, or that your inbox is full and returning mail to the sender. If you receive no confirmation after placing an order please e-mail use the contact section of our site to let us know. DO NOT place the order again until we've ascertained that your order has not been processed.
A: Please check with your local mail depot/post office to make sure they're not holding a parcel for you. Sometimes stuff does go missing in the mail. If it's been a while and your order hasn't shown up please reply to your order confirmation and we'll look into it. Our policy is to wait one month from the date of posting before taking any action about missing orders. This gives time for delayed/returned items to reach their destination.
A: Sorry, we can't do that. We're aware that import taxes into some countries can be severe, and we'd like to be able to avoid those costs for our overseas customers, but we're legally obliged to comply with customs regulations and we would be held responsible for any infringement. That could mean we receive a fine or even have our trading licence revoked - effectively putting us out of business.