I placed my order in the last 3 days

  1. Please wait for your order dispatch email to arrive.
  2. Once you have received the 16-digit tracking number, you can track your order to find out when it will be delivered.
  3. For further help please get in touch using our contact form.

I placed my order over 3 days ago

  1. Please use your 16-digit tracking number found in your order dispatch email to track your order to find the status of your delivery.
  2. If your order dispatch email has not arrived or you have further queries, please contact our Customer services team.

Delivery Information

*FREE for orders over £20
£4.50 for orders below £20

Order before 8pm for delivery within 3 working days (Mon to Sat excl. Bank Holidays).

Delivery will be between 8am – 8pm.

Delivery

Our delivery partner will send an email confirming your time slot on the day of delivery. You can manage your delivery using the links in this email, with options to leave in a safe place or deliver to a neighbour if you will not be in. Hermes will make three delivery attempts.

The couriers have implemented contactless delivery and we’re encouraging all of our customers to choose their preferred safe place for deliveries.

Exclusions

FREE Standard delivery may be unavailable if your order contains a large item. If so, you’ll need our Large Item Delivery service.

FREE

Available for orders over £10

Order before 6pm Mon-Sat to collect the next working day in our Darlington store.

Please note: Orders placed after 6pm on a Saturday, or any time on a Sunday or bank holiday will be processed the next working day (Mon-Fri) and ready to collect the day after.

You will receive an email when your order is ready to be collected. Please wait for this email before you go into store. You will need to bring your email or order reference number with you.

Exclusions

Certain products are excluded from Click and Collect, but you will be notified if this affects any items in your order.

£6.50

Order before 6pm for delivery the next working day.

Delivery will be between 8am – 8pm.

Please note: Orders placed after 6pm on a Saturday, or any time on a Sunday or bank holiday will be processed on the next working day (Mon-Fri) and delivered the day after.

Delivery

Our delivery partner will send an email confirming your four-hour time slot on the day of delivery. You can manage your delivery using the links in their email, with options to leave in a safe place or deliver to a neighbour if you will not be in. The courier will make three delivery attempts.

Our couriers have implemented contactless delivery and we’re encouraging all of our customers to choose their preferred safe place for deliveries.

£6.50

For orders that include large or complex products.

You will be notified on the basket page if you have included a large product in your order, with information regarding which item in your basket is resulting in increased cost of delivery.

Order before 8pm for delivery within 5 working days.

Delivery will be between 8am – 8pm.

Delivery

Our delivery partner will send an email confirming your four-hour time slot on the day of delivery. You can manage your delivery using the links in this email, with options to leave in a safe place or deliver to a neighbour if you will not be in. Our couriers will make three delivery attempts.

Our couriers have implemented contactless delivery and we’re encouraging all of our customers to choose their preferred safe place for deliveries.

Returns Information

We are unable to amend orders. To add a product to your order, you will need to place a new order.

To change the details of your delivery address, remove items from your order or to cancel the order completely, please contact our Customer Services team as soon as possible, quoting your order number.

Once your order has been dispatched we are unable to make any further changes.

FREE

  • Return your order up to 28 days from the purchase date
  • Return products in unused condition and in the original packaging where possible
  • Your refund will be processed and credit will be applied to the original payment method* within 10 working days

Bring the product(s) you wish to return to our Darlington store with the delivery note and the payment card used to purchase the product.

*Unfortunately, we are unable to process returns that were paid for using PayPal or Amazon Pay in store at this time. Please instead follow the free postal returns process below.

FREE using the free collection and drop-off services provided by our courier.

  • Return your order up to 28 days from the purchase date
  • Return products in unused condition and in the original packaging where possible
  • Your refund will be processed and credit will be applied to the original payment method within 10 working days of receipt

Available options

  • Courier collection – Standard and Large Parcels
    Arrange a collection direct from your door at your convenience
  • ParcelShop drop-off – Standard Parcels only
  • Take your parcel to a collection point

To prepare your parcel for returning, please peel and stick the returns label on the outside of your secured parcel. If you do not have the returns label, please contact us and we’ll send one to you to print.

  • Refunds will be processed within 10 working days of us receiving your return.
  • Your refund will be credited to your original payment method.
  • At this time, any online orders paid for using Paypal or Amazon Pay cannot be refunded in store.