Frequently Asked Questions
- How can I check the status of my order?
- How can I track my order once it's been dispatched?
- What happens if I am not available for the delivery?
- How can I cancel my order?
- How can I change my order?
- If I place an order for an out of stock item, when do you take the payment?
- I have an order on backorder, when will I receive it?
- Part of my order is in stock, can it be dispatched now?
- I would like to know if a product is in stock
- I would like to obtain a copy of my receipt
- What are Wish Lists?
- How can I search for a specific used item?
Once you have logged into 'My Account' you will be greeted with your most recent orders. Each of your orders will show the current status;
Despatched - Your order has left our warehouse and on its way to you. You'll receive an email confirming despatch which will also include delivery tracking information.
Once your order has been dispatched, you should receive an email from us giving you your tracking number (if you can't see your email, check your spam filter, they sometimes get caught in there!) You can also login to your account and find order tracking information. Once you have your tracking number you can use the links below for the appropriate courier.
For orders sent by Parcelforce, if there is no-one present at the address then Parcelforce may at its discretion attempt to deliver the consignment to an alternative address being either a neighbouring address; or to a local Post Office branch, where it can be collected during the next 16 days. If the consignment is delivered to an alternative address, a customer contact card will be left at the specified address which has been completed with sufficient details to enable the Recipient to recover the consignment. All other consignments will be returned to depot and will be available for collection by the Recipient.
For larger items that are sent by FedEx, if there is no-one present at the address then FedEx will return the consignment to the depot for re-delivery. Redelivery service will be provided at no additional charge. A notice of attempted delivery will be left at the Recipient's address after each attempted delivery, indicating date and time of the presentation. Any consignment which cannot be delivered after three (3) attempted deliveries will be returned to the nearest FedEx facility and an attempt made to notify the Recipient. In the case of deliveries to a private address, only one re-attempt will be made after the initial attempted delivery. If the consignment has not been delivered after three (3) attempted deliveries (two (2) in case of a Residential Delivery) or after being held for five (5) Business Days from the date the Shipment is received it will be considered undeliverable and returned to sender.
You can cancel your order before your order has been released to our warehouse for picking by logging into My Account and following the directions. Alternatively, you can contact our customer service team on 01603 486413. You can check the status of your order in My Account.
You can remove an item from your order up until your order has been released to our warehouse for picking by logging into My Account and following the directions. Unfortunately you are not currently able to change an item on your order via 'My Account'. If you wish to change an item on your order for something else, you will need to call our Contact Centre on 01603 486413. We are unable to make changes to an order once it has been released to the warehouse for picking. You can check the status of your order in My Account.
We will complete the payment on an order once the item is in stock and we are ready to dispatch the goods.
If you order an item that is awaiting stock and pay by either PayPal or card an authorisation hold is applied to the payment, which is how the bank verify the funds are available for the transaction. The issuing bank hold this balance as unavailable until we dispatch the goods, called settlement, or the hold "falls off." In the case of debit cards, authorisation holds can fall off the account, thus rendering the balance available again, anywhere from 1 to 8 business days after the transaction date depending on the bank's policy. In the case of credit cards, holds may last as long as 30 days, depending on the issuing bank.
It is not always possible to obtain a date from our suppliers but as soon as we know you will be advised. If you would like us to try and obtain a date from our suppliers please use the contact form (it may take us time to obtain this information so we will not be able to respond to you straight away).
If there are in stock items in your order you would like dispatching now, providing your order is not financed or does not contain any bundles or promotional items, you can ask us to split your order. Please call our customer service team on 01603 486413 and we can arrange to dispatch these items separately.
The table below explains our stock indicators.
If you have any questions about product stock, please contact us.
If you require a copy of your sales receipt, these are available to download and print directly from your account. At the top of our website, if you can click the 'My Account' link and then log in using your registered email address and password.
Once you have logged into your account, a list of your orders will be shown. Simply click the order you want a receipt for and the order will expand showing the items ordered. You will see a 'Print receipt' button, once you click this, a pdf receipt for the order will be generated, which can either be saved to your computer or printed.
Following feedback from customers, we have now added the option for you to save items to your 'wish list'. Customer have said that they send a lot of time researching products, but maybe didn't want to purchase immediately. The wish list allows you to save items for later.
To add an item to your wish list you will need to be logged into your account. Simply navigate to the product page of the item you wish to add to your wish list and click 'Add to Wish List'. You will see confirmation that the item has been added.
To view your wish list, simply navigate to 'My Account' and select 'My Wish List' from the left hand menu. From here you are able to add items from your wish list to the basket.
From the search bar at the top of our website, you can change the 'Search All' option to 'Search Used'. You can then simply enter the name of the item you are looking for and the search results will only provide you with used items that match your search.