Website Troubleshooting

Choose an FAQ Topic:

Why am I having problems logging in recently?

We're sorry you're having problems logging in. Our aim is to keep your details secure at all times, in the interests of keeping you safe from online fraud. When we launched our new website in November 2016 we did not transfer any customer details over.

We contacted all of our customers at the time to let make them aware of the changes. If you did not receive this communication, then please accept our apologies.

If you haven't ordered since November 2016, simply register as a new customer.

If you have placed an order with us since then, please try requesting a new password. If you are still having problems, please call us on 0345 121 1911.

Why can't I reset my password?

Sorry you're having problems with this. Believe it or not, most issues around resetting passwords are due to either: a) the email from us in the Junk/Spam folder; or b) your email address has been entered incorrectly.

Please check these and if you still aren't having any luck, give us a call on 0345 121 1911 and we'll help.

Why isn't my payment going through?

This could due to a number of reasons, the best way to resolve the issue is to call us on 0345 121 1911 and we can explore the issue and, if necessary, we can place the order for you.

Why haven't I received an order confirmation?

You certainly should have received an email order confirmation - sorry if that hasn't arrived. Please call us on 0345 121 1911 to check that your order was successfully placed.

How does the 3 for 2 or Multi Buy offer work?

Simply look for the products that are clearly marked as part of the 3 for 2 offer. Remember you must choose 3 items to ensure you get your third item for free one - If you only choose 2, we cannot add a third one for you so you will only receive 2.

How do I track my order?

On your order confirmation email, click on 'Track my order'. If this doesn't work for some reason, please call us on 0345 121 1911 - but do allow for the full delivery time first. Find more information on our delivery information page.

Why hasn't my order arrived at the right time?

If you believe your order is late, please call us on 0345 121 1911.

Please be aware that the number of days quoted for delivery are working days only. This excludes Sundays, bank holidays and national holidays. So if you place your order on the Friday of a Bank Holiday weekend, for example, then Standard Delivery means it will arrive between Wednesday and Friday (3-5 working days). Find more information on our delivery information page.

I paid for Next Day or Nominated Day Delivery. Why isn't my order here?

If you believe your order is late, please call us on 0345 121 1911.

Please note: Next Day or Nominated Day Delivery applies to working days only. For example, if you place your order on a Saturday, it will be delivered on the Monday. We cannot process or deliver on Sundays, national holidays or bank holidays. Your order for a Next Day or Nominated Day Delivery must be placed by 4pm. Find more information on our delivery information page.