Frequently Asked Questions
Registering & Subscribing
Have you registered with us? This will enable you to buy items without having to fill out your full contact details every time. You'll also be able to view any previous orders made with us and amend your contact information.
How do I register?
Just click on the 'Register' link in the upper right corner of any page and fill out your details. Create a password and you are done.
How do I login?
Just click on the 'Login' link in the upper right corner of any page using the email address and password created when you registered. You can also login at the checkout if you prefer.
Forgotten your password?
No problem! Just click on the 'Forgotten your password' link and we'll send you an email with a temporary password. Log in using that and remember to change and save your new password.
Do I have to register?
No - registering is completely optional and you can shop without doing so. Just select 'Guest Checkout' when you are ready to pay.
What is the difference between registering and subscribing?
Registering with us makes it quicker and easier to complete your order with no forms to fill. Subscribing with us means that you will receive emails regarding stock updates and other news from time to time. It is important to know that registering and subscribing need to be done separately. If you just subscribe you will receive our emails but will not be able to login. If you just register with us then checkout will be quicker and easier but you will not receive stock updates and news from us.
Placing Your Order
How do I find the item I am looking for?
Easy! From the home page you can select the appropriate category from the sliding menu on the left hand side or go straight to 'Shop Online' on the menu bar or type a keyword into the search box on the right. The most recent additions to the website can be found in the 'Latest Items' section. Click the button on the Home Page toolbar.
How do I find newly added items?
Just go to 'Latest Items' on the menu bar or click here. This link will take you to three pages of the most recently added kit. If more than three pages of stock have been added you will find it in the relevent categories.
How do I view the photos of an item?
Just click on the main photo for the item being viewed. This will then open in a larger pop-out box. Click on the photo again to move to the next image and so on. If you want to see the item in greater detail simply click on the 'X' icon in the top right corner of the photo. This will enlarge the photo significantly. You can repeat this with other images as necessary.
How do I buy something?
Once you have found what you want simply click on 'Buy' or 'Add to Basket' . Once you have finished shopping click on the basket in the top right corner and a new page will open allowing you to select your location. Postage is calculated automatically and payment options will be displayed. Next select your preferred payment method (online/offline) and whether you wish to complete checkout as a 'Guest' , register with us or login to your account.
Can I order by phone?
Yes, of course. We are happy to take orders by telephone or email as well as directly through the website. All you need to do is contact us on +44 (0) 1332 345729 or via our email address firstname.lastname@example.org. However, do bear in mind that an item is not reserved for you until we change the settings on the website or you complete the automated checkout system.
The item I put in my shopping basket is now sold out - why?
Items are not reserved by placing them in your basket. The order is only made once you have completed the checkout procedure.
I can't find the item I want. Might you have it anyway?
Yes, it's possible. Most of our stock is not listed and sometimes we have multiples of certain items. It is always worth giving us a call or emailing to enquire.
I've just ordered and paid for something. Now I've spotted something else, can I add to the order?
As long as we haven't already processed the order we will try to combine the orders and minimise postal costs. Phone us quickly on +44 (0) 1332 345729 or 0773 3354538 and we will try to help.
What methods of payment can I use?
If paying within the UK direct bank transfers are simple, quick and free - click here to find our banking details. We also accept credit card and debit card payment via fee-free PayPal, personal cheques, cash (by registered mail) and Postal Orders. Overseas customers can also use direct bank transfers (sometimes subject to a small fee), Paypal, International money order or cash by registered mail.
I don't have a PayPal account
No problem, you can still use PayPal without an account as a 'guest' using your credit or debit card. Or why not use the bank transfer instead? Still unsure? Just phone and we will be happy to advise.
Will I be charged import duty?
If you are located within the EU the answer is 'no'. Customers outside the EU may be charged duty or tax on the items being imported. You are advised to make your own enquiries if necessary.
Can I pay in instalments?
Yes, sometimes this is possible. We offer a simple interest free plan to spread the cost of your purchase. On confirmation of your order a 25% deposit is paid with the balance due within a mutually agreed time period. This plan is subject to a minimum order value of £300. Once a deposit has been accepted we will not refund any monies received unless the order is fully paid. We will however, supply goods to the value of monies received, less postage charges incurred. Goods will be despatched following receipt of the final payment. Please contact us prior to ordering if you wish to use this service.
What are your delivery charges?
These depend on the weight and size or your order. Postage is calculated automatically and payment options will be displayed. You can place the item/s in your basket and select your location to check the cost before making payment. Any significant overpayment of postage will be refunded when the order is processed.
Where is my order?
You will be sent an email once your order is despatched. This will often include tracking information. We know you want your stuff and will try and get it to you as swiftly as possible.
My order hasn't arrived - help!
Most orders arrive without incident but very occasionally they go astray. Royal Mail will not investigate unless 15 working days have passed since the 'due delivery date' (unless sent by guaranteed timed services). International mail customers need to allow 20 days within Europe and 25 days within the rest of the world. However, in these very rare situations we will always try and help find any missing package. Phone us for help and advice.
Further general advice on delivery can be found by clicking here
How do send something back?
You have up to 7 days from receipt of your order to return goods to us. Please ensure that you contact us in writing/via email to let us know you wish to return something and always include your order number, name and address. We ask that you pack the item/s carefully and return via a tracked/signed service. It's a good idea to hang on to your postal paperwork until we confirm receipt.
When will I get a refund?
Refunds will be issued once the returned order has been received and checked. We will not keep you waiting any longer than necessary. Unfortunately we cannot refund your postal costs.
How often do you add new stock?
This varies depending on the number of orders we have to pack and whether we have been on any buying trips that take us out of the office.
How do I know when you will be listing new stock or have just done so?
If you are on our emailing list then we'll send you a notification of upcoming new listings. We will also add these to our blog which feeds directly to our facebook and twitter accounts so why not sign up for these too? The last three pages of newly added stock can be seen by clicking here.
I am having problems on the website, what should I do?
If you are experiencing any difficulties with the website, making or paying for orders etc we will endeavour to sort the problem out. Your feedback is important to us. Please click here to contact us.