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Searching for an item

The search facility can be found at the top of every page of the site, and allows you to search for an item using a keyword or item number.

When searching for items using keywords, use words which are likely to be in the name or description of the item.


If your search finds some appropriate items their pictures will be displayed for you to browse through. You can see a bigger version of each picture by holding your mouse over it. The number of items in the list will be shown in the top left corner of the page and you can scroll through the pages in the list using the arrow buttons in that corner. When you find an item you like, click on it for more details.

The keyword search only searches for items. It will not find:

• Account numbers (Instead, go to ’sign in’ to access your account)
• Information within the site, such as ’Delivery policy’ (You may instead find what you are looking for in ’Terms & Conditions’ at the bottom of each page)

Adding items to your bag

Whether you have found an item through browsing or searching, a page will be displayed showing all of the details for that item. This page may provide links to further information or additional pictures of the item. None of these links will take you away from the item details page - they will simply open a new smaller window which you can close after viewing the additional information or picture.

If you decide that you are interested in ordering the item, you should select the correct fitting, size, colour and quantity (not all items have all of these options). On certain items, you may also be offered the option of adding a personalised message to the item.

When you are happy with your selections, click on the “Add to Bag” button. You will be informed if the item is out of stock or will take longer than normal to be delivered, and may be offered an alternative item in this case. If an extended warranty is available on the item, you will be provided with details of this warranty and can add it to your bag if you wish.

Once you have found and added to bag all the products that you want to order, click ‘Go to Checkout’, where you can place you order. Please note: your order will not be placed until you click ‘Submit’ on the checkout page.

Signing In

Once you have registered on the website using Option 1 or 3 on the Sign in or Register page, you can sign in to the site at any time using just your account number and password. You need to sign in, in order to access the checkout and ‘Your Account’, as this area displays confidential information such as your account history and contact details.

Automatic sign-in

When you register an account on the website, you are given the opportunity to select ‘automatic sign-in’ on future visits. This means that we will place a cookie (a small document) on your computer, which will allow us to automatically recognise you when you next return to this website. You will then be able to use some parts of the site without having to enter your account number and password. For example, you will be able to place an order as long as you want to send it to your registered address by standard delivery and pay for it on customer account. You cannot, however, access ‘Your account’ or send orders to other addresses unless you sign in using your password.

We have provided this service to make ordering as smooth and fast as possible for our regular customers. However, if you do not wish to be automatically signed in, you can choose not to select this option when you register or delete the cookie that was created when you registered (please see your browser help for details on how to do this).

Changing delivery options

When you arrive at checkout, the delivery options for your order are automatically set so that your order is delivered to your registered address by standard delivery. You can, however, decide to send the order to a different address by clicking the ‘Add new address’ link towards the bottom left of the page. You will be taken to your Address Book, where you can enter a different address and give it a name. When you are returned to the checkout, this new address will be selected. When you go to the checkout in future visits, you will be able to easily select either your registered address or the new address you have added. You can add up to twelve alternative addresses.

Please see our delivery policy for details of when you can expect delivery and delivery charges.

Completing your order

Once you are happy with the items in your bag, and your delivery and payment options, you are ready to submit your order. You do this by clicking on the ‘Submit Order’ button at the bottom of the page. You should only press this button once even though it may take some time for the confirmation screen to appear.

You should receive an email confirming your order within 24 hours (although it may take longer than this if the email is delayed in some way by your email provider).

Occasionally, when our website, or the internet in general, is very busy, the confirmation screen may not appear and instead the screen will display a ‘timed out’ message. It is still likely that your order has been successfully submitted in these circumstances, and you should not place the order again. If you do not receive an email confirming your order within 48 hours, please contact us to check that the order has been placed.

Delivery of your order

Please see our delivery policy for details of expected delivery times. If you have not received your order by the expected date, please contact us with details of your account number, the date you placed your order, and the items ordered.

Returning unwanted items

If you live in an area covered by our courier service, your courier will be happy to collect any returns. Otherwise, you can return goods to us by post, provided you obtain a Certificate of Posting. Please see our Returns policy for further details on how to do this.

If you are returning goods from abroad then they can only be returned at your cost. Please contact us before returning any items from outside of the UK.

Getting a refund

Depending upon your payment method, refunds will either be credited back to your credit card, credited to your personal account or sent to you by cheque. Please see our Returns policy for further information.

Changing your account details

You can change your contact details and password easily online. Simply go to ‘Your Account’ and select the section, which holds the details you want to change. Once you have entered the new details and submitted them, the changes will take effect immediately.

For security reasons, you can only change your registered address, or send orders to an alternative address, after you have placed at least one order.

Viewing your account history

To see all orders, payments and returns listed on your account, go to ‘Your Account’ and click on the ‘Account Transactions’ link. This page will display the last 6 months of transactions made on your account. Please note that this page may not exactly match your statement. It may include transactions made after your last statement was sent, exclude unusual transactions such as ad hoc adjustments, and does not show the transactions in a way which gives a ‘running balance’.