FREQUENTLY ASKED QUESTIONS
I need to contact you, what number/email address should I use?
If you need to contact us about anything at all, please call our customer service team on +44 (0)207 346 0100, or email us on firstname.lastname@example.org
What is your minimum order value?
Our minimum order value is very low - just £150 ex VAT if paying in pounds sterling, or $200 / 200€ if paying in US dollars or Euros respectively.
What are your delivery charges? Is there free carriage?
If you are within mainland UK then yes, we offer free delivery on orders above £200 (ex VAT).
For orders outside of mainland
Please note: this scheme is on a trial basis and is subject to change.
If you are based outside of these countries you will need to arrange your own shipping.
Do you offer credit accounts?
We do offer 30-day credit accounts once you have placed 1
How do I pay for my order?
Online orders can be paid for by all major credit and debit cards (excluding American Express and Paypal), BACs or you can opt to confirm your order without online payment and call us to give details over the phone.
Payments can be made in Pound Sterling, Euros and US Dollars.
Can I add an item or change my order after I have placed it?
Once you have received an order confirmation from us, your order will have been inputted into our back office system and can no longer be amended through the website. If you do wish to amend your order please contact us, and as long as your order hasn't been sent to the warehouse for packing we can update your order for you. Please note: we cannot guarantee changes to an order once it has been placed as it may be already processed.
What happens if I order an item which isn't in stock?
- A discontinued item is no longer in stock - in this instance, we will cancel the item and you will not be charged for it. The website should notify you this at the point of order, but occasionally an item will show as in stock when it isn't. In this
- A current item is no longer in stock - in this
The payment authorization on your card will hold funds for the total order with your bank, but we will only take final payment for what we send you. This means, you will only pay for what you have been invoiced and this can be less than the original amount
No payment is taken for
I haven't received my order, what should I do?
I have received my order but something is missing or damaged, what should I do?
Please accept our sincere apologies, should this happen. To report damaged/faulty items, please download our credit request form and email it to us using email@example.com. You can also download this form from the Invoices section of your My Account area of the website.
I do not like an item I have purchased, can I return it?
We do not offer a sale or return policy at present. If you are disappointed with the quality of a product or if the item is different to what you expected, please do let us know and we will do our best to update the representation of it on the website as soon as possible.
May I use the images shown on your website?
You are welcome to use the studio and lifestyle images of our products without prior consent. You can download these straight from the website, they are of high quality and should be sufficient for your needs. To download images from the website, go to the product you need the image for and select the download tab where it says 'Click HERE for download'. If you require other images, please email firstname.lastname@example.org with the list of product codes.
May I use your product descriptions for my own website?
We do not allow this - the descriptions are there to offer you guidance when purchasing products and should not be replicated elsewhere - this will harm both your website and ours in terms of search engine rankings so we expressly forbid this.
Do you offer exclusivity and bespoke items?
We supply a variety of retailers throughout the UK and Europe and cater
What is your VAT number?
Our UK VAT number is 710 698 629
What is your company number?
Our company number, registered in England & Wales is 03469752