Frequently Asked Questions
How can I check the status of my order?
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;
Order received - Your order has been received by us and is awaiting processing.
Order processing - Your order is currently being processed. If you have selected a future delivery date, your order will not be processed until the day before the scheduled delivery date.
Picking - Your order has been processed and our warehouse team are currently picking and packing your order.
Packed - Your order has been packed and is awaiting collection by the courier or royal mail.
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.
- There is one or more item on your order out of stock. If you want any in stock items shipped now, please contact our customer service team
Cancelled - This indicates your order has been cancelled either by you or us. Payment is only taken on orders that are released to our warehouse. If your order was cancelled at this point, we will refund you.
How can I track my order once it's been dispatched?
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.
What happens if I am not available for the delivery?
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.
How can I cancel my order?
You can cancel your order before your order has been released to our warehouse for picking by contacting our customer service team on 01603 486413. You can check the status of your order in My Account.
How can I change my order?
Unfortunately you are not currently able to change your order via 'My Account'. If you wish to change an item on your order for something else or you need to amend the delivery details, 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.
If I place an order for an out of stock item, when do you take the payment?
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.
I have an order on backorder, when will I receive it?
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).
Part of my order is in stock, can the in stock items be shipped to me?
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.
I would like to know if a product is in stock
The table below explains our stock indicators.
This product is in stock and is available for dispatch in our normal delivery timescales.
This product is either directly dispatched from our supplier or is produced to order. Whilst we will pre authorise your credit or debit card at the point of ordering, no payment will be taken for this item until we have contacted you to confirm that we are in a position to despatch the product. If you require further information we recommend that you contact one of our Customer Service representatives on 01603 486413 or use the contact form below.
This product is currently out of stock because it has recently been announced by one of our suppliers. Completing an order for the product will place you on a waiting list, which is fulfilled on a first-come first-served basis. Whilst we will pre authorise your credit or debit card at the point of ordering, no payment will be taken for this item until we have contacted you to confirm that we are in a position to despatch the product.
This product is on order and we are awaiting delivery from our supplier. Completing an order for the product will place you on a waiting list, which is fulfilled on a first-come first-served basis. Whilst we will pre authorise your credit or debit card at the point of ordering, no payment will be taken for this item until we have contacted you to confirm that we are in a position to despatch the product.
This product is not currently in stock, but is usually available from our supplier within 5-7 days of your order being placed. Whilst we will pre authorise your credit or debit card at the point of ordering, no payment will be taken for this item until we have contacted you to confirm that we are in a position to despatch the product.
If you have any questions about product stock, please contact us.
I would like to obtain a copy of my receipt
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.
What are Wish Lists?
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.
How can I search for a specific used item?
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.
Do you sell gift vouchers?
We do sell gift vouchers but as they are not redeemable on our website they are not available to buy online. Gift vouchers can be purchased over the phone or in our Norwich store.
Gift vouchers can only be redeemed over the phone or in our Norwich store.