Site

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

How secure is your website?

As safe as it possibly can be.
We store any information you give us securely using high-level SSL encryption technology – the most advanced security software currently available for online transactions.

Why has my card been declined?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the ‘billing address’ section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.

Can I get student discount in your store?

We offer student discount in store on presentation of a valid student identification card.
The Young Scot discount is available in store only and to cardholders aged 16 and above.

Shipping

I have a query relating to overseas orders

You can only order from countries to which we deliver, these can be selected using the Shipping to link at the top of this page.

All charges are made for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

You can only claim back VAT on Internet purchases if your items are for business purposes.

What should I do if my order hasn't been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there are any local delays in your area

How can I find your international delivery information?

Click here to find out more about international delivery times and costs. Standard and Express delivery services are available for most of the countries that we ship to. Once you’ve entered your…

Return & Refunds

What is your International Returns Policy?

For our UK returns policy please click here . If you’re looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you. If you need a new returns note…

I'm an International customer, have you received my returned items?

We’re really busy at the moment so it’s taking us slightly longer to complete the returns we’re receiving. Please allow an extra 4 working days for your returns to be processed – we’ll drop you…

Why hasn't my return been completed yet?

Our returns department are busier than normal at the moment, so it’s taking slightly longer to complete the returns we’re receiving. If you’ve returned your order, please allow an extra 4…

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