When will my order be ready for collection?
Once your order is processed, you will receive a confirmation email. The preparation time may vary based on the size and items ordered. We recommend contacting the branch beforehand to confirm the best pickup time.
What do I need to collect my order?
When you arrive at the branch, please proceed directly to the trade counter. All you need is your order number, and the staff will assist you with your order.
How long will my order be held?
The branch will contact you after 48 hours to confirm the collection. If your order is not collected within 5 working days, it will be canceled.
How long will my order take to be delivered?
We aim to deliver most orders within 2 to 5 working days. If the order is placed early enough, we may be able to deliver on the same day or the following day. Please note that all deliveries are kerbside.
How much do you charge for delivery?
Where will my delivery be dropped off?
All deliveries are made to the kerbside. Our delivery vehicles adhere to strict safety standards, and if the delivery location is considered unsafe, this may affect our ability to complete the delivery. If there are any concerns about the delivery location, please add comments when placing your order online.
Can I change my delivery address after placing an order?
If you need to make changes, please contact our customer service team as soon as possible.
What is your returns policy?
How do I return an item?
To return an item, please contact us first to obtain return instructions. You can either return the item in person to the branch or arrange for a return via post. Please ensure you have the receipt or order number.
Can I get a refund if I return an item?
Yes, we offer refunds for eligible returns, which will be processed through the original payment method. For Click & Collect orders, refunds can also be processed at the store.
How can I check if an item is in stock?
You can check the stock availability directly on our website. If the product is out of stock, you can sign up for an email notification to be alerted once it becomes available again.
How do I track my order?
Once your order has been dispatched, you will receive a tracking number via email. You can use this number to track your order through the delivery carrier’s website.
I received the wrong or damaged item. What should I do?
We apologize for any issues with your order. Please contact our customer service team immediately, providing details and photos of the incorrect or damaged item, and we will arrange for a replacement or refund.
How do I create an account?
What should I do if I forget my password?
Why can’t I log in?
If you’re having trouble logging in, double-check your email and password. If the issue persists, try resetting your password. If you still can’t log in, contact our customer service team for further assistance.
How can I contact customer support?
You can contact our customer support team by email at info@ or by phone at 020 8991 9590, 075 1528 3453. Our team is available Monday to Friday, from 7 AM to 5 PM.
How can I leave feedback about my experience?
We value your feedback! You can submit your comments or suggestions through the feedback section on our website, or by emailing our customer service team.
What should I do if I have a complaint?
If you have a complaint, please contact our customer service team immediately. We take customer satisfaction seriously and will work with you to resolve the issue as quickly as possible.
Any questions? We got you.
If you can’t find the information you’re looking for in our FAQ section, please don’t hesitate to reach out directly. We pride ourselves on offering personalized support and technical advice to ensure your project succeeds.