Delivered From Our Approved Suppliers - FAQs

• I have placed my order, what happens next?

  We pass your order to our approved supplier to process, orders are processed Monday-Friday. You’ll then receive notification either by SMS, Email or Telephone with delivery instructions shortly before delivery is due. The method of contact will be dependent on the delivery time frame.

• When should I receive my order and how will the supplier contact me to advise of the delivery date?

  As above, you’ll receive notification either by SMS, Email or Telephone with delivery instructions shortly before delivery is due. The method of contact will be dependent on the delivery time frame.

  The timescale for your delivery is shown on the lorry icon which can be seen next to the particular product on our website and in our publications. Delivery should take place within the number of working days shown.

  Delivery normally takes place Monday - Friday between 8am and 6pm and the supplier will contact you directly as detailed above.

• I need to change or cancel my approved supplier delivery, what do I do?

  Whilst it is not usually possible to amend or cancel an order after submission, if you’ve not yet received your delivery notification from our Approved Suppliers or delivery of your order, we may be able to assist you.

  Please contact us as soon as possible with your order details and request.

• I have not received my approved supplier delivery yet, what do I do?

  Firstly, please check the expected delivery timeframe for your individual product, this indicates when the order should be delivered. Delivery can take place any time within the given timeframe. If you’ve received contact with a delivery date and this has not happened or your order is now outside the given timeframe and no contact has been received from our Approved Supplier, please Contact Us.

• My approved supplier delivery has arrived damaged, with items missing or incorrect products, what do I do?

  Please check that you’ve received all the items you have ordered. This will be shown on the delivery paperwork. If your order or products are damaged or incorrect, please where possible take photographs of any damage or if an incorrect item has been received as this may be required to help speed the resolution up.

  Please contact us as soon as possible, with your order reference and full details of the products involved and the issue encountered. Our team can then contact the approved supplier to get the problem fixed.

• If I want to return my approved supplier product because this is faulty or unwanted, what do I do?

  As your product came direct from one of our approved suppliers, we will need to organise your return with them. Please Contact Us so we can liaise with our supplier to decide the best course of action to take.

  Currently we cannot accept returns of items delivered by our approved suppliers to our stores. Certain products such as those made to order are excluded from the 30 day money back guarantee, this exclusion will be noted on the product description online and in the catalogue. Please refer to our terms and conditions for further information regarding this.

  If your item is unwanted, depending on the circumstances, the return may incur a charge (max of £20).

• Can approved supplier deliveries be arranged to my local store for collection and can I return goods to a store?

  All orders delivered from our approved suppliers require you to sign and check the goods upon delivery, for this reason, we are unable to accept delivery or returns of any products delivered by our approved suppliers into our stores.

• Can approved supplier deliveries be sent offshore?

  Most of our approved suppliers deliver to the UK mainland only; however, a small number of our approved suppliers are able to deliver to offshore addresses within the UK. If this option is available, this will be highlighted on the individual product description online.

Were we able to answer your question? If not please Contact Us.