Frequently Asked Questions

Do I need a trade account to shop with you?

To shop with us, you must spend a minimum of £75 excluding VAT. You do not need to provide business ID for online orders. When checking out, you will be asked to create an account to save your shipping details and order history.

Do you have a catalogue?

We don't have a catalogue due to the constant addition of new items. Instead, we update our website daily with the latest products.

How do I search for an item?

Type what you are looking for into the search box at the top of the page and hit enter or click the magnifying glass. You can also browse by category and refine your search using the choices on the left side of the page.

The item I want is out of stock. Will you be getting more stock?

We can often source products very quickly. If an item is out of stock please get in touch and we will do our best to source it asap.

How can I pay?

You can use VISA, MasterCard, Maestro. For bank transfers, contact us before placing your order.

How do I use my discount/promo code?

Enter your discount/promo code at the checkout page in the discount codes box and click "Apply Coupon". Note: Only one discount code can be used per order, and codes cannot be used after an order is placed.

Why do you have a minimum spend?

We are trader only, with a minimum spend of £75 plus VAT. This may change at any time.

When will I be charged?

We charge your card after we process your order. Please note even though we don't charge, your card balance may still be affected temporarily by the pre-authorisation. 

Will I be charged customs and import charges?

Depending on your shipping address, customs and import charges may apply. See our delivery charges for more information.

I don't pay VAT as I live outside the EU...

You will not be charged VAT if you live outside the EU, based on your billing address and valid VAT number. Enter your VAT number (without the country prefix) during registration. If valid, you will not be charged tax.

My payment has been declined...

Check the card details, ensure the security code is correct, and contact your card issuer if necessary. Try another card if the issue persists. Contact our team if problems continue.

My order is showing as 'processing'...

This means we are preparing your order. Once shipped, you will receive an email notification.

What should I do if I want to return or exchange an item?

Contact us with your order number and the item SKU. Returns are at your expense.

Returns Address:
25 Barr Street
Hockley
Birmingham
B19 3EH

Can I cancel my order?

To cancel your order, inform us within 24 hours by phone or email. Orders canceled after 24 hours may incur a 15% restocking fee. Once dispatched, orders cannot be canceled.

Can I amend my order?

Contact us as soon as possible with your order number. We can amend quantities and cancel items but cannot add new items for security reasons.

The items I ordered are out of stock...

If items are unavailable, we will contact you. We can offer alternatives, cancel missing items, and dispatch the rest. Payment will only be taken for dispatched goods.

I have received an incorrect item...

Contact us with your order number and item SKU. Return the incorrect item, and we will send the correct one, refunding postage costs.

I have received a faulty item...

Contact us with your order number, item SKU, and a description of the fault. We will ship a replacement at no cost.

I am missing an item(s)...

Contact us with your order number and item SKU. We will dispatch missing items at no cost.

How do I cancel my order under the Distance Selling Regulations?

You have seven working days from the day after receiving your order to cancel. Contact us with your order number and return all items in their original condition. We will inspect the items and issue a refund.

What should I do if I want to return or exchange an item?

Contact us with your order number and item SKU within seven days of receiving your order. Returns are at your cost.

Returns Address:
25 Barr Street
Hockley
Birmingham
B19 3EH
UK

What is your returns policy?

You can return an item for a refund or exchange it for a different item of the same value within seven days. Contact us with your order number and item SKUs. Goods are your responsibility until they reach our warehouse. We are not responsible for items returned by mistake. Returns are inspected, and unsuitable items may be sent back to you.

My order has not arrived yet...

Check the tracking link in your email, ensure the delivery address and contact details are correct, and check for messages from carriers. If the parcel cannot be found, email us with your order number. Deliveries can take up to 3 days to process.

Delivery Information

Shipping is charged according to destination, weight, and number of parcels. Orders are processed before dispatch. Shipping costs are calculated at checkout for one parcel. Additional costs may apply for more than one parcel. Customs and import duties are your responsibility and may delay delivery. Carriers will send an SMS with delivery updates (UK only).

What happens if I'm not in when my order arrives?

Carriers may leave the parcel with a neighbor, in a safe place, or attempt redelivery. They will leave a card with instructions.

Can I track my order?

You will receive an email with a tracking link once your order is dispatched, showing the expected delivery date. Contact details may be shared with carriers for delivery updates.

What is UK standard delivery?

Our normal service for all UK mainland customers.

If your order is late...

Check the delivery address and contact details. Look for messages from carriers, check with neighbors, and look in safe areas. If the order cannot be found, contact us at [email protected] with your order number for a replacement or refund.