Changing your details
To change your billing or shipping address when you are not placing an order, please ensure you are logged in and then click on Account Details which will take you to your Account Overview.
Here you will have the option to add a new shipping address or edit any existing ones by clicking on Edit Addresses. Once you have made the required changes, click on Save Changes.
While placing an order you will also have the option to add or amend your address at checkout.
n.b - Please note your billing address will be your default shipping address unless you add a different address and select ship to this address. This will then be made your default shipping address for all future orders unless you change it.Contact Us
To change your email address, simply log in and click Personal Details, where you’ll find the option to update your email address. Click Save Changes once you’ve entered your new address.
To change your password, log in to your account and click Change Password. Just remember to click Change Password to update it on our systems.
Please note any changes made to your account details will also be reflected in our app if you have that installed on your devices, please remember to use your new details when logging into the app
To ensure that all of your communication preferences are up to date, please take the following steps...
1. Log in to your account at the top of the page.
2. Click on Edit Communications Options on the left hand side.
3. Tick or Untick the relevant boxes on the page and click Save Changes.
Alternatively, contact us, toll free on 1 855 753 4444 or write to us at following address:
Due to our long lead times, we are sorry but you may still receive a small number of further mailings while we remove you from the list.
To view all orders you’ve previously placed online, simply log in and select View Orders in your account.
If an item is processing, it means that it is in the process of being selected for picking and packing in our warehouse. Your order will show as processing until it has actually been shipped from our warehouse. The status will then change to dispatched and you will be able to track your shipment if you ordered online.Contact Us
If you see shipped next to an item, this means the item has been fully picked and packed at our warehouse and has either left the warehouse or will leave on the next available trailer.
The item will have been given a tracking number, which you will be able to use to track your order online.Contact Us
If you have contacted us and asked us to cancel an item prior to shipping, this will show as cancelled in Order Status and the Order Item status will show as refunded.Contact Us
If you have returned an item to us, it will show as refunded when it has been received back at our warehouse and a refund has been applied. You may also see this if you have contacted us and asked us to cancel an item that has not yet been shipped. This will show in Order History as cancelled in Order Status and the Order Item status will show as refunded.Contact Us
If you order is showing as On Hold, there might be an issue with your order e.g. a PO Box number might be present in your address.
We will either contact you directly so you can provide us with an alternative address or, if that’s not possible, we’ll cancel the order and let you know in writing or by email.
If an item on your order is not in stock in our warehouse at the point of order, you will be advised of this in the stock grid before you click to buy the item. The stock grid will show a green tick if the item is in stock or is due in next 4 working days, a red tick if item is low stock, a number if the item is due in the appropriate number of weeks and a cross if it is not available.
Your Order History will show as "backordered" if an item on your order is not in stock in our warehouse. It may be that only 1 item is due in at a later date but whole order will show as "backordered" until the other items are shipped. If a delayed item is due in next few days, we will hold your whole order to try and send your goods out in one parcel.
Your Order History will update to processing and then, when the order is shipped, you will receive a confirmation email to advise.
If an item has become unavailable since you placed your order, it will show as Unavailable, but don’t worry, it’s only to let you know that it’s no longer available to buy. It won’t affect your order if you’ve already purchased the item.
Please rest assured that our website is secure and we use SSL Web Server Certificates to keep your information private and protected.
When you are in the secure section of the site, a padlock symbol should appear in your browser. In most browsers, this will appear to the right of the address bar at the top. When this symbol appears, you can be assured that the site security is in place.
We will always strive to ensure that our site is as secure as can be, and review our security settings often.
If you’d like to create an account, log in, or access your Account Overview or Personal Details, please click here.
Don’t worry! If you’ve forgotten your password, please go to the log in page. Click Forgotten Your Password? And enter your email address. A secure new password reset link will then be sent to your email account.
Please note if your password is synchronised between the website and the app, therefore by updating your password will update it for all so you will have to log in to both using your new password.
To log in to your account, simple enter your email address and new password into the boxes on the Log In page here.
Once you’ve logged in, you can visit Account Overview then Change Password to change your password to something more familiar and memorable.
If you’ve requested a reset link for your password, it should arrive in your inbox almost immediately. However, if after an hour the email still hasn’t come through, please check the following before trying again.
1. Check that the email hasn’t gone into your Spam or Junk folder. Sometimes, important emails can be redirected there by mistake, despite not being junk emails.
2. Check that you’ve entered the correct email address. Please double check that you entered the correct address, taking care with spelling and simple errors e.g. .co.uk instead of .com
3. Check that your inbox isn’t full. If you have too many emails in your inbox, your email provider may sometimes prevent you from receiving any new emails.
4. Add firstname.lastname@example.org to your safe senders list. Adding our email address to your safe senders list will ensure that our emails are never blocked or sent to your spam or junk folders. If you’re not sure how to add an email address to your safe senders list, please consult your email provider for more information.
If you’ve tried all of the above but still aren’t able to receive your reset password link, please use the Contact button below to get in touch with our Customer Care Team, including as many details as you can about the issue.
If you’re an existing customer with an account on our website and have requested a reset password, you should receive a password reset link in your email account. Simply follow the instructions to successfully reset your password. If you’re still having trouble, please check the list below:
- Are you entering your email address and password in the correct boxes? (Sign In boxes are on the left hand side of the Log In page)
- Have you removed any saved password details before copying and pasting your new password?
- Is the email address you’re using to sign in the same one that the password is registered against?
- Have you missed the first or last digit, or copied in an extra space when you’ve copied your new password?
Please note that passwords are case sensitive
We recommend that you change the temporary password we sent you to something more familiar and memorable by visiting Change Password once you’ve logged in.
If you’ve tried all of the above but you’re still having trouble, please use the Contact button below to get in touch with our Customer Care Team, including as many details as you can about the issue.
Your security is very important to us and in order to protect your security, your account has been locked. This may be due to multiple failed log in attempts.
To unlock your account, please contact our Customer Care Team, toll free on1 855 753 4444.
We ask each customer to create one password for each unique email address. This keeps your personal information safe and secure, and ensures that the correct customer receives the right confirmation email, password reset link and any emails we send that relate to their account.
The easiest way to register two customers at the same address with different passwords is to create a second account with a different email address. If you don’t have a second email address, you can set one up either through your own service provider or quickly and easily using services like Gmail and Yahoo Mail.