FREQUENTLY ASKED QUESTIONS
See below some of the typical questions and answers we are regular asked by our customers. Please feel free to reach out and contact us if you need more information at any time.
Q: How quickly will I receive my order?
A: We aim to despatch all orders placed before 2pm on the same day. We only use APC as our main carrier and always use a next business day before 5pm service.
For some smaller packet items we also use Royal Mail's range of signed for services.
Q: Can I collect my order from one of your showrooms?
A: We will be more than happy to welcome you at either our Lincoln or Peterborough showrooms. All we ask is that you please call in advance with your order number and make sure you bring your order confirmation email and some ID with you when collecting.
Q: What is your returns policy?
A: We allow any items to be returned within 28 days of purchase. All items must be in the same condition as you received them in with all tags in place. If items are not in as new condition, we may not be able to offer a refund in full.
In the unlikely event of your items being faulty on arrival, please contact us so that we can help and advise further.
At present we don't offer free returns.
Q: Can I combine multiple orders or add additional items to my order once it has been placed?
A: It may not always be possible for us to add items too or edit your order after it has been placed. This is because we try to get all orders processed and ready for despatch as quickly as possible once placed. If you want to add more items, please place a secondary order for the additional items and then call our team at our Lincoln showroom who will be able to combine your orders for you.
Q: Why is the sale item that I had in my shopping cart yesterday no longer on sale today?
A: When you add an item to your cart/basket, the items aren't reserved from our stock. Items are only reserved once successful payment is complete. If an item is left within your shopping cart/basket for any period of time, it is possible anther customer may complete their order on the same item which may lead to the item being out of stock if we are close to selling out.
Q: When placing an order I get an error message stating that there has been an authorisation failure. What went wrong?
A: Our payment providers will make a direct request to your bank account or payment method provider to authorise payment. If we receive a declined status, we cannot take payment for your items and your order will be declined. We would advise checking the billing address as entered on your order and also contacting your bank or payment method provider for more clarity. Our staff will not be able to advise on any payment processing as they have no access to any payment data for security and data protection reasons.