We have a lot of queries so it may take up to 3 working days for us to respond. This is because we have closed our stores due to the recent COVID-19 situation as we are currently on skeleton staff to ensure their health and safety but we will try to be quicker so please, please, please bear with us at this unprecedented time.
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?
Please contact your nearest store which you can find here.
- Got a fault or 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. Find out about the service in your area here. It will tell you the same as what we will tell you.
- 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 can call 01530 587340.
"We kindly ask to not send a charity request via email. If you are looking for sponsorship or donations of any kind, please visit one of our stores directly and in person as we do wish to support the local communities. But please, bear in mind that we do get asked quite a lot."