How can I pay for my order?
We accept Mastercard, Visa and direct bank transfer. You can choose which you prefer at the checkout. The credit card detail window will open when you place your order. Some payment methods will not always be offered. Please note that some business cards, non EU payment cards or premium cards may be subject to additional transaction fees.
When will my order be shipped?
If all the items you’ve ordered are in stock then we aim to ship within 2 working days of your order being placed or a cleared payment in our account if you paid by bank transfer. During busy periods this may take a little longer so bear with us. If some of the items you’ve ordered are special orders or back orders then this will take longer. We usually wait for all the items in your order to be in stock before shipping the complete order. If you need some of the items in a hurry consider placing separate orders for the those items.
How long does shipping take?
Our standard shipping takes between 3-5 working days, express within 2-3 working days. The shipping calculator at the checkout will give an approximated delivery date and cost. These are estimates not guarantees. You will need to enter your full address and postcode for the shipping calculator to estimate costs & delivery times. We do appreciate that sometimes you need your order quick sharp and we will do our best to get express & expedited shipments out as quickly as we can.
Will I have to pay import duties or tariffs?
Our prices do not include import duties, tariffs, or any other import taxes. These are always the responsibility of the importer, in this case it is you as the purchaser. We will not be liable for additional fees for storage/shipping or otherwise if you don’t pay any import duties due or the shipping agent is unable to contact you and the package is returned. It is really important to make sure you enter an up to date email address and phone number at checkout for this reason.
My order hasn’t arrived what do I do?
Has your estimated delivery date already passed? Please give us a few extra days for your order to be delivered (especially during busy times)! If your order doesn’t arrive, please get in touch with us within 30 days of your estimated delivery date, and we’ll do what we can to help you. We do our best to meet our delivery promises but delays and changes can happen. You can reach us via the contact form please include your order number if you need help.
How do I return an order?
If you’ve decided you want to return your order, you have 14 days from the date you received your order to send it back to us. Contact us via the contact form including your order number and we will start the returns process. The item needs to be returned unopened and in it’s original packaging. Please remember that returned items are your responsibility. We recommend you use a tracked shipping service to return it and make sure it is properly packaged as we can’t refund returns lost or damaged in transit. When we receive the item we will endeavour to issue a refund less the restocking fee within 14 days.
I’m missing something
If you find you’ve ordered a kit or a product and it arrives missing a part, you have 14 days from receiving your order to let us know. You can contact us via the contact form include your order number and what is missing and we will do our best to get it fixed for you.
I want a Refund
If you have placed an order for something that is on back order or a special order and don’t want to wait any longer or just want to cancel an order before it’s been shipped then you can ask for a refund via our contact form. Will do our best to issue a refund less the credit card fees within 14 days.
My order is faulty
If you experience a fault with any item you order from us, contact us as soon as possible and we will do our best to get it replaced or fixed within the product warranty. You can contact us via the contact form and make sure you include your order number.
Why is VAT being added at the checkout?
All our prices are listed ex VAT. Most of our customers are VAT registered freelancers or companies so that is the what makes most sense to us. VAT added at the checkout will be charged at the standard rate for your billing location.
I am VAT registered, how do I order VAT exempt?
Yes! if you are VAT registered you can enter your VAT number at the checkout to be exempt from VAT when applicable. If your VAT number is not recognised then contact us via the contact form.
I have something else on my mind..
If you have a question that isn’t addressed here or a just a general enquiry please feel free to contact us via the contact form and we’ll do our best to answer.