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FREQUENTLY ASKED QUESTIONS
- Known Cart Issues
1. If the cart is turned off, the time displayed for when it will be back on is in Mountain Standard Time (MST) by default, which is 7 hours behind UK time (GMT).
We can not change this as yet.
2. Not all sales are then reducing the inventory quantities, then leading to sales on items that have unknowingly sold out.
SOLUTION: Please bare with us, as if this happens we will likely have to refund your payment or get an ETA on more stock.
3. To many items in the cart when paying by card.
ISSUE: The card processor (Stripe) only allows 1000 characters / approximately 24 item titles.
SOLUTION: splitting large orders.
Hoping in the long term for a fix from our cart provider.
4. Problems trying the checkout as a guest, without a PayPal account.
ISSUE: Apparently PayPal only allow buyers to use the guest feature around 10 times before insisting on opening an account.
There can also be an issue with required security checks if using a mobile device, resulting in PayPal removing the guest payment option.
You also can not use the guest option with a card already linked to a PayPal account.
SOLUTION: We have added an option to pay with by card, with payments processed by Stripe, with no account needed.
5. Occasional a glitch can occur with VAT not being added to the order.
ISSUE: The prices on the site include VAT, the cart should then show the value without VAT and add the VAT when the post code is entered.
It will be clear if VAT has not been correctly added.
The cart would block the order being generated, but payment may still go through with PayPal.
SOLUTION: Please contact use if you notice this, as otherwise we would have to refund and can then send a payment request instead.
- Is it in stock?
Unless marked as sold out, coming soon or pre-order, then it is in stock,
in the UK and available.
The exceptions being a slight delay in updating straight after a recent sale,
or human error :|
- Do you accept card payments?
We can accept card payments through PayPal or Stripe.
Our cart either links to PayPal, or there is an option to pay by card with no account, with payments processed by Stripe (second option shown below).
- When will you confirm my order?
You will receive an automated order email from us and a payment receipt email if you paid with PayPal, not long after your payment has been successful.
We will then email you once your order has been dispatched.
- When will my order be sent?
Orders are usually sent within 1 working day, with the exception of large item orders that are sent by courier and orders of age restricted items as these can take longer to process.
The shipping option / speed is dependant on the order weight / value.
The default option is usually Royal Mail 2nd class (2-6 working days), we automatically upgrade this on higher value / multi-item orders.
Bulky items or orders weighing over 2 kilos are usually sent by courier.
The tracked shipping option on the cart is usually either Hermes or Yodel, please note the Yodel estimated delivery times are usually on the extreme side, often orders are delivered between 3-5 working days. (Depending on the booking day and weekends, the estimate can be 10+ days but that would only be 6 working days).
- Why is the cart button missing?
We remove cart buttons if experiencing IT problems, so to avoid delays in processing orders, or when closed for Holidays etc.
We may also remove cart buttons from age restricted products when there is limited time available to run age checks, or on the few pre-order items.
You can then contact us first, to pass an age check and we will add the cart button/s.
Our regular customers can simply request the cart button/s.
- Do you send items outside the UK?
The cart is set for United Kingdom orders only, as some items have restrictions on being exported.
Please contact us first to check availability and for a shipping quote.
The minimum order value outside the UK is usually £10.
- 'Virtual' delivery address.
Due to an increase in delays with orders to the Virtual addresses such as Parcel Motel / Parcel Wizard etc, you will need to use the tracked delivery option.
It is unlikely that we would not reply to emails,
or not confirmed an order has been dispatched.
Please check your junk email folder.
If not there, then you can email your mobile number,
so we can text confirmation or give you a call.
The main problem is usually a mistyped email address.
or any quick answer in the FAQ section (above).
If you have problems with the Contact Us form, then you can click here to email direct.
Or you can contact us via Tawk.
Please double check the email address you enter, as if incorrect we can not reply.