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UK shopping FAQs
Clear information about orders, delivery, returns and your consumer rights.
What are my rights if an item is faulty?
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they do not meet these standards, you may have a right to a repair, replacement, price reduction or refund, depending on the circumstances and when the problem arose. Contact us with your order details. A store returns policy does not remove your statutory rights.
Can I cancel an online order?
For many goods bought online, the Consumer Contracts Regulations 2013 generally allow cancellation within 14 days after receiving the goods. You then usually have a further 14 days to return them. Exceptions include certain personalised or made-to-order goods, perishable goods and some sealed goods unsuitable for return for health or hygiene reasons once unsealed. Different rules can apply to services and digital content. Contact us promptly for instructions.
Who pays return postage?
If you cancel under online cancellation rules, you may have to pay the direct return cost if we informed you before purchase. If goods are faulty or not as described, contact us before returning them so we can advise on appropriate remedies and arrangements. Our returns policy cannot restrict rights provided by law.
When will my order arrive?
Available delivery methods, charges and estimated delivery times are shown during checkout. If no delivery date has been agreed, consumer rules generally require delivery without undue delay and within 30 days. If your order is late, contact us with your order number so we can investigate.
How can I contact you about an order?
Use the contact details on our Contact page and include your order number. Please share the relevant details of your query and any useful photos or documents. We will review your message and respond using the contact information you provide.
Are prices and delivery charges shown before I order?
Product prices and delivery charges or other unavoidable costs should be made clear before you place your order. The amount payable is confirmed at checkout. Contact us before ordering if you have a question about a charge.
How do you use my personal information?
We use personal information in line with our Privacy Policy to process orders, provide support and meet applicable legal obligations. The Privacy Policy explains what information is used, why it is used, how long it is retained and how to contact us about your data rights. Please read it before placing an order.
What should I do if I have a complaint?
Contact us through our Contact page with your order number and a clear description of the issue. We will review it and explain the next steps. You can also seek independent consumer guidance from Citizens Advice in England and Wales, Advice Direct Scotland, or Consumerline in Northern Ireland.
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