FAQ’S

What does volumetric weight mean?

Shipping costs have historically been calculated on the basis of gross weight in kilograms or pounds. By charging only by weight, lightweight, low density packages become unprofitable for freight carriers due to the amount of space they take up in a truck/aircraft/ship in proportion to their actual weight. The concept of Volumetric Weight (also known as Dimensional Weight) has been adopted by the transportation industry worldwide as a uniform means of establishing a minimum charge for the cubic space a package occupies.

Will I need to pay delivery duty?

Please see International Delivery section.

How long will my delivery take? 

Usually between 7 – 15 working days depending on destination, please see' Delivery Times’ and ‘International Delivery for additional details.

What happens if I am out when you deliver?

If you are not available to accept delivery, the courier will usually leave a calling card to advise that delivery has been attempted (please follow the instructions on the calling card). Please also refer to International Delivery section for additional information.

How do I return a product?

Please follow the Returns Procedure under Cancellation, Returns and Refunds section.

What are my rights under Distance Selling?

Please refer toCancellation, Returns and Refunds section.

What if I forget my password / log in details?

Simply click on Create Account/Login at the top of the page, click ‘Forgotten Your Password’? and enter your Login ID email in the box provided, your new password will be sent to your contact email address. Once you have logged in with your new password you will be prompted to change it to something more memorable.

I haven't received my 'forgotten password' reminder email - why not?

Firstly, please check your 'Junk' folder, if it's not there please contact us.

How can I be sure that the colour(s) of the product images match the actual product and are accurate?

Colour management is a challenge for all web pages displaying colour images. Please see our section A few Important Details That You Should Know for further help and tips.


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