FAQ

How do a place an order for an item not listed on the store?
Look for the link named *Special Order* near the bottom of the Categories listing to the left. Please follow the full instructions here.

How do I know if my order has been place?
After registering on our store you will receive an automated welcome email. You will also receive another automated email after each successful order has been placed. This will include details of the products purchased, the delivery and invoice addresses and finally the total cost. In addition if you are logged in to your account you will find a "My Account" link in the navigation bar near the top of all pages. By following this link you can view all orders both past and present. If an order does not appear in this list then it has not been successfully placed and you will need to try again. The usual reason for this is that the final "confirm" link has not been pressed when attempting the order and chances are if you look in your "Shopping Basket" you will find the items are still there. In this case just click "Checkout and finalise the order.

How will I know my order has been shipped?
We will send you an email confirming despatch but you can follow the same "My Accounts" link described above to see the latest status and any information relating to your order.

You don't appear to ship to my area? I can't place an order or have been advised of a surcharge.
At present our store only calculates delivery charges for Mainland UK. If you live in the Highlands or Island there may be a surcharge to pay. The same applies to Northern Ireland and the ROI. If you require shipment to any of these areas or Europe please contact us for a quotation. You can then place your order and pay for any surcharges via the *Delivery Surcharges* link near the bottom of the Categories listing to the left.

I've been asked to pay a delivery surcharge how do I do that?
Please click here and follow the full instructions.
 
Do our prices include VAT and shipping?
All prices exclude UK VAT. Shipping is based on weight and delivery destination and is calculated automatically at checkout.

I keep adding things to my basket but nothing happens.
If you click the add to basket link the screen refreshes but your basket is still empty you probably don't have cookies enabled. For the shopping cart feature to work you need to allow our site to add a cookie to your computer. This is done as follows:
Firefox - Tools >> Options >> Privacy and then change the settings accordingly.
Internet Explorer - Tools >> Internet Options >> Privacy and then add our site to the list of exceptions.

I need a duplicate copy of my Invoice. Is this possible?
During the order process you have the opportunity to print a copy of your invoice. Simply click the link near the bottom of the order confirmation page. In addition to this you can re-print copies from all previous orders 24/7. Log in to your account on our site and then click the "My Account" link. You will be presented with a list of previous orders. Simply click the "View" button and and then the "Print Order Invoice" link near the bottom of this page.

How secure is your site? Will my credit card details be safe?
Our site is secured by a SSL certificate which encrypts all personal data. In addition credit card processing is handled securely by Protx.

The Protx payment system uses a combination of established and innovative techniques to ensure the security and integrity of all sensitive data. Their internet facing web servers are certified by Verisign, this ensures that no third parties can impersonate Protx to obtain secure information.

The transfer of the less sensitive transaction details from the our site to Protx is encrypted and digitally-signed. This ensures that the information passed is secure and tamper-proof.

All data stored on Protx systems is held on encrypted and highly secured databases. Protx are regularly audited by Visa and MasterCard to ensure that their systems conform to the latest security standards.
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