FAQ
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to cancel or amend an order, please contact us as soon as possible.
Orders placed before 3 pm Monday to Friday are processed and dispatched the same day, so we cannot guarantee that changes can be made once an order has been placed. If your order has not yet been dispatched, we will do our best to update the delivery address, contact number or order details before it leaves us.
If you wish to cancel before dispatch, you will receive a full refund. If the order has already been dispatched, it will need to be rejected on delivery, or handled as a return once delivered.
To help us deal with your request quickly, please include your order number when contacting us.
How can I track my order?
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.
You can use the tracking link in your email to follow the delivery through the courier’s website. Please allow a short period of time for tracking information to update after dispatch, as courier systems do not always update instantly.
If you have not received tracking information, or the tracking has not updated as expected, please contact us with your order number and we will look into it for you.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact us as soon as possible so we can help resolve it.
Please include your order number, a brief description of the issue and, where relevant, clear photos of the product, packaging or delivery label. This helps our customer service and technical support teams investigate the problem quickly.
If your item arrives with visible damage, we strongly recommend refusing delivery from the courier where possible and contacting us straight away so we can arrange the next steps.
I didn't receive all off my order?
I didn't receive all off my order?
Some orders may be sent in more than one package, depending on the items ordered and the courier service used.
Please check your dispatch confirmation and tracking information first, as separate parcels may arrive at different times. If the tracking suggests everything should have arrived together, or if you are unsure, contact us with your order number and details of the missing item.
We will check the order and courier information and advise you on the next steps.
Returns & Exchange
What is your returns policy?
What is your returns policy?
If you are not entirely satisfied with your purchase, you may return it for a refund within 30 days of receipt, provided the item is unused, in the same condition that you received it and returned in its original packaging.
You are responsible for the return shipping costs unless the item is faulty or damaged in line with your consumer rights.
Once the item has been returned, it will be inspected by our workshop team. If the item has been used, damaged or is not returned in its original condition, a deduction may be made from the refund amount depending on the condition of the item.
How do I initiate a return?
How do I initiate a return?
To start a return, please contact us with your order number and the reason for return.
We will advise you on the correct return process. Where required, we can help arrange a weekday collection, with the collection cost deducted from your final refund amount.
If you are returning a petrol-powered product, all petrol and oil must be fully drained before collection or return. By requesting a collection, you confirm that the item is safe for transport. If the item is found to contain oil or petrol, you may be required to collect the item from the courier depot.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
If you would like a different item, please contact us and we will advise on the best option based on the product, condition and stock availability.
In many cases, the original item may need to be returned and inspected before a refund or replacement order can be arranged. Any returned item must be unused, in its original condition and in its original packaging unless the return relates to a confirmed fault.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Refunds are processed once the returned item has been received and inspected.
Refunds are issued back to the original payment method. After processing, it may take up to 3 working days for the refund to appear in your account, depending on your payment provider.
If a replacement or exchange has been agreed, we will advise you on the expected dispatch arrangements once the returned item has been received and checked.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Orders to mainland UK are sent on a next working day shipping service.
Orders placed before 3 pm Monday to Friday are usually dispatched the same day. Orders placed after 3 pm, over the weekend or on a bank holiday will be processed on the next working day.
Heavy or bulky pallet items may require us to confirm a suitable delivery day with you before dispatch, as someone must be available to receive and sign for the delivery. Same-day dispatch cannot be guaranteed for these items until the delivery arrangements have been confirmed.
While mainland UK orders are sent on a next working day service, next-day arrival cannot be guaranteed, as delays can occasionally occur within the courier network. Scottish Highlands, Islands, remote areas and international deliveries may take longer and may incur additional delivery charges.
Do you offer expedited shipping?
Do you offer expedited shipping?
No. We do not offer expedited shipping upgrades.
Orders to mainland UK are already sent on a next working day shipping service as standard. Delivery charges or longer delivery times may apply to Scottish Highlands, Islands, remote areas and international destinations.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If you need to change your delivery address, please contact us immediately with your order number and the correct address.
Because orders are processed quickly and are usually dispatched the same day, we cannot guarantee that address changes can be made after an order has been placed. Once your order has been dispatched, we may be unable to make changes to the delivery address.
For heavy or palletised deliveries, please also let us know about any restricted access before dispatch, such as narrow lanes, low bridges, limited turning space or areas where large vehicles may struggle to reach the property. If we are not made aware of access restrictions in advance, delivery may be delayed and additional charges may apply.
For rural areas please provide what3words or any other relevant delivery information.