We have a lot of queries at present so it may take some time for us to respond due to our store closures in relation to the recent COVID-19 situation.
Also, due to the staffing levels of our couriers, parcels are possibly going to take longer to arrive in certain areas effected by the government restrictions. This is something we can't do a great deal about but we are trying our hardest, as are Royal Mail, to remain as efficient as possible.
We are currently on a skeleton staff crew to ensure their health, safety, and for us to adhere to the government's scientific advice on physical distancing as we run our website from such small premises.
We will try to be quick so please, please, please bear with us at this unprecedented time, and if you do contact us, make sure that you quote your order reference number which begins with 'WEB'.
BUT STOP! Before you contact us, below are some answers in relation to popular queries such as, "How do I return an item?".
We experience a large number of queries relating to the answers you may find below.
- Did you buy an item in one of our stores?
Normally, we'd ask for you to contact your nearest store which you can find here. However, at this time our stores are closed so you can contact us here and we'll do our best to help in whatever we can, but we are limited to the access to purchase information.
- Got a faulty, broken, not fit-for-purpose item or you want to send something back?
Whether you want to return an item because it's too big or too small, faulty or broken, or you no longer require it, details on how to send something back to us can be found here.
- Order an engraving?
These items take up to an additional 5 working days to arrive after being dispatched. This message is placed on all of the engravable product pages, and also on the page where we allow you to add your personalisation.
- Where's my online order?
You'll have a tracking number on an email which we have sent to you. You can track the parcel here, but please remember, your item will not be recognised in the system until it has reached a depot or has been processed near your local sorting office.
But remember, engravings take an additional 5 working days.
- Item has not arrived yet?
Busy times, bad weather and road and air traffic can cause delays along with staff shortages at this surreal time. Find out about the service in your area here. It will tell you the same as what we will tell you. If you contact Royal Mail, they will tell you exactly the same as what we will tell you, and what we tell you, is exactly the same as the information that we have already provided you with.
- Querying an order placed online?
Please include your order reference number in the message. It begins with 'WEB'. Otherwise, we will not know where to find it!
- Did you order the wrong item or size?
If you have ordered the wrong item or size, return it to us with a note of your order reference and jot down what item or size it is that you are after instead, and we'll exchange it. Details can be found just here.
Again, before you contact us, can your query be answered by any of the above comments? If not, you contact us on the form below and please quote your order reference number which begins with 'WEB'.
Our working hours are Monday to Friday at 10am until 4pm.
