I forgot my password. What do I do?

You can easily reset your password on our website following the instructions below.

1. Go to "My Account" on the top of our home page.
2. Click on “Forgot your password?” just under the Sign in button
3. Enter your email address in the text field
4. You will receive the following message: "An email was sent to your inbox. It contains a link which you must click to confirm your password change."
5. Go to your inbox and click on the link in the email you received from us
6. Back on our website you will see the following message: "Your password has been changed. An email will be sent to your email address which will contain your new password."
7. Go to your inbox to retrieve your password.
8. Use this password to sign into your account.

Please note that emails can take a few minutes to arrive. We have noticed that certain free web based email systems such as Hotmail don't receive emails from our system. Please contact us if you have not received your email.

I earned loyalty points in your previous cart system. How do I spend these?

All customer accounts with loyalty points have been credited with store credit to the same value (200 points=£1).
Once logged into your account, click on the "My Account" link on the top of the page and on the right handside column you will see how much credit you have on your account. You can use this credit to fully or partially pay for an order.
Our current system does not utilize a loyalty point system, but we are currently working on a loyalty scheme.

What cards do you accept?

We accept Laser, Delta, American Express, Visa Credit, Visa Debit, Visa Electron, MasterCard, Solo and Maestro cards.

We do NOT accept Diners and JCB.

How safe is your payment system?

We utilize Sage Pay's secure system to process our card transactions. All transaction information passed between us and Sage Pay is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering. We cannot see, have access to, or store your full card details in our database.

Once on Sage Pay's systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems, making them all but impossible to extract.

Why did my payment get declined?

There are various reasons why your payment might get declined a common reason is that the billing address you provided does not match the address where the card is registered to.
Please note that the billing address you provide MUST match the registered card address. You can provide a different delivery address in which case we might contact you on the landline telephone number you gave us at the time of registration. This is to eliminate any possible fraudulent activies.

How do I know that you are a legitimate business?

Our SSL certificate (Secure Sockets Layer: cryptographic protocols that provide security and data integrity for communications over networks such as the Internet) is provided by a leading certificate authority, Comodo. Comodo are Web Trust compliant, meaning that their business practices and processes have been rigorously audited to AICPA (American Institute of Certified Public Accountants) guidelines by an independent approved auditor (KPMG).

Along with our SSL encryption, you can see that we are a verified business simply by putting your mouse over our web site seal in the bottom right corner of our website, issued to us by Comodo who have screened and approved our business documentation.

To qualify to receive our SSL Certificate from Comodo we had to validate ourselves in order to satisfy them that we are a legitimate business. We had to prove not only that we own this web domain, but also that we are a legally accountable company. We believe that only by seeking this level of validation can you have peace of mind when buying online.

Our High Assurance SSL Certificates confirm two essential factors:

1. That you have a secure SSL (encrypted) link with this web site
2. That this web site is a valid and legitimate organization and that we are an accountable legal entity

If you cannot see our Comodo logo in the bottom right side of your screen, you will see a red X. This is because your computer's security settings disabled Javascript which enables the certificate to display correctly. You need to adjust your security settings in your Tools/Internet Options menu in your web browser.

I received an email saying my order has been completed. What does this mean?

We mark orders as completed once your items are packaged and are ready to be despatched. We also send you a notification email once your package left us ("your order has been shipped" notification).