FAQs Here!
We have listed below several of our frequently asked questions that our customers have asked us.
I only received a few of the items I ordered. What do I do now?
Get in touch! Make sure you have your order number and/or reference to hand (to speed up the process) and a member of our customer service team will be more than happy to help.
How do I cancel my order?
Contact us within 14 days of receiving your order and we’ll sort it out. Please do this within the time frame or you may not receive a full refund. A member of our team will, in the event that the order has not been sent, cancel it and we will process your refund.
What should I do if my item arrives with incorrect or missing parts?
Give us a call! Please make sure you have the following information to hand. Your order number and/or reference. Pictures of the incorrect item(s). Details of what you ordered and/or what precisely is missing.
What is your returns and refund policy?
As long as the items are in the condition you received them and in the original packaging, please notify us of your intention to return them within 14 working days.
Which items am I able to get a refund for?
Please note that we can only offer a full refund on unused items. If upon return, the damaged products have been modified or have undergone any attempted installation, you may be liable for any costs of returning or redelivering the product that is not in the condition previously stated. If it is a genuine mistake, please contact us and our customer service team will assist you. Please have to hand your order number and/or reference, pictures of the faulty item and details of what you ordered.
Within how many days of receiving the item(s) am I able to get a refund?
Please do this within 365 days of receiving your order or you may not be eligible to receive a full refund.
How long will it take to receive my refund?
We aim to have refunds processed and have the amount in your account within 7-10 working days after receiving the returned item. For your refund claim to be successful, the returned items should be in their original packing and unused.
I've spotted an issue with your website. How can I let you know?
Thankfully, our site runs smoothly the vast majority of the time. However, should you spot any gremlins that pop up, please contact us with details of the issue - including any links to the page(s) affected if possible. We will rectify the issue straight away and answer any queries regarding the matter.
What method of payment do you accept?
We accept most major debit and credit cards. All credit card orders will be delivered to the billing address only. Please do not send us your debit or credit card details via email as this form of electronic communication is not secure.
Can i pay over the phone?
Yes, we can accept payments and orders by phone. contact us on 0800 772 0773 9am to 4pm.
Do you have a showroom I can visit?
We sure do, come visit our newly refurbished Derby 6,000 sq ft showroom with over 5000 items on display! We are open Monday to Saturday 8:30am - 5:00pm. Our Address: 4 Canal Street Derby DE1 2RJ
How we use cookies!
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
When will my order be ready for collection?
Our convenient Click & Collect service provides you with the freedom of choice to choose when you wish to collect your item. You will be notified by email when your order is ready for collection.
Is click and collect available on all items?
Our Click and Collect service is available on all in stock items.
What do I do once I have submitted my order?
Once your order is complete we will send you an email confirming when your order will be ready for collection.
Do I need to bring anything with me?
Please bring a printout of your order receipt or order confirmation to our sales counter and proof of ID.