FAQs
All orders placed via this website will be managed by our distribution partner, CLF Distribution, on our behalf. You will receive email confirmation letting you know when your order has been received, and when the order is being processed, and then shipped.
Where is my order?
Orders placed before 10am on working days (Monday to Friday) will be processed and despatched by CLF Distribution the same day (excluding bank holidays). All orders placed over the weekend will be despatched on the following Monday. Once the order has been despatched you will receive tracking information from the relevant courier, please check that this has not been sent to your junk folder. Please ensure that you have the order delivered to an address where someone is available to sign for the delivery. Many of our UK orders are delivered within 2-3 working days if your order is placed before 10am Monday-Friday, although some consignments may take a little longer. All EU deliveries generally take 3-7 days from time of despatch, but this again may take longer depending on the destination.
How can I track my order?
Once your order has been dispatched, you will receive an email from the courier regarding tracking information like the below. With this email you will be able to track and divert your parcel to a safe space by clicking “Track my parcel” or “View your delivery options”
When will someone get back to me about my enquiry?
If your enquiry is regarding your order or delivery, please note that our distributor, CLF Distribution, is open Monday to Friday, 9am–5pm. They aim to respond to all enquiries within 48 hours.
For other types of enquiries, we'll do our best to get back to you as soon as possible.
Who should I contact?
The website’s contact form is intended for the distributor only. For all order and delivery enquiries, please use this form to contact CLF Distribution. For any questions about the products themselves, please contact the brand directly.
How much will my delivery cost?
Postage cost varies depending on the location and also the size of the order. The shipping cost will be calculated at the checkout once you have entered your shipping address. The maximum size for orders may vary per country.
Delivery is FREE for all mainland UK orders over £35.
Orders shipped outside of the UK may be subject to import duties and taxes. Please note that the customer will be responsible for any costs incurred.
If the customer does not pay the import duty/tax on time, the customers shipping fee will not be refunded when the order is returned.
What if my order arrives damaged or incorrect?
If your order arrives damaged or incorrect, please contact our distributor, CLF Distribution within 30 days of your order date, at customerservices@clfdistribution.com to request a refund or replacement. Kindly note that replacements are dependent on stock availability.
Do I need to create an account to order?
No, you can check out as a guest, but creating an account makes it easier to track orders and save your preferences.
What payment methods do you accept?
We accept major credit/debit cards, PayPal, and other secure payment methods at checkout.
Are my payment details secure?
Yes, we use secure, encrypted payment systems to protect your information.
How do I place an order?
You can place your order directly through our website by browsing products, adding them to your cart, and completing checkout.
How do I request a refund?
If your order has been damaged, you can request a refund by contacting our distributors customer service team by using the contact form or email customerservices@clfdistribution.com
How do I return items if I am not happy with them? Can I get an exchange?
If you are not satisfied with the goods supplied and wish to return any items bought from us then we will be happy to make a refund, as long as the product is unopened and in its original condition. Please let our distributor CLF Distribution know, in writing, the reason for the return and any returns should be made within a reasonable time (please try and return goods within 14 days). customerservices@clfdistribution.com
We do not offer exchanges. If you wish, you can return the original item for a refund and place a new order for a different product.
How do I use a promotion code?
Only one promotional code can be applied per order. During checkout, you’ll see a discount code box where you can enter your code and click “Apply”
How do I change the address on my order?
Once an order has been dispatched, we are unable to change the delivery address. The parcel will be delivered to the address provided at checkout.
If your order has not yet been dispatched, please contact CLF Distribution Customer Services at customerservices@clfdistribution.com, and they may be able to assist you.
How do I make changes to my order?
Unfortunately, once the order has been submitted, we cannot amend any items, we can cancel and refund if the order has not been dispatched. Please contact CLF Distribution Customer Services at customerservices@clfdistribution.com, and they may be able to assist you.
What happens if I’m out when you deliver?
If you are not home at the time of delivery, you can divert your parcel at any time by using the tracking information provided once your order has been dispatched. The courier will usually leave your parcel in a safe place or attempt delivery to a neighbour. A delivery card or notification will be left to let you know where your order has been left, or how to rearrange delivery.
Please check the tracking information provided in your dispatch email for the most up-to-date status of your delivery.
How long will it take for my refund to appear in my account?
Once your refund has been processed, it can take up to 5–7 working days to appear in your account, depending on your payment provider or bank. Some refunds may show sooner, but this timeframe is outside of our control.
If you have not received your refund after 7 working days, please contact CLF Distribution Customer Services at customerservices@clfdistribution.com for assistance.
When will I receive my refund after returning an item?
Once your return has been received and inspected by our warehouse, a notification will be sent to the Customer Services team, who will process your refund. Please allow 5–7 working days for the refund to appear in your account, depending on your bank or payment provider.
EU Vat
Import VAT of 20% is automatically added to orders for all European based customers. The checkout procedure is explained below:
Your cart / basket - The price displayed at cart stage is UK based pricing.
Checkout > Shipping - The next stage “Shipping” is where you add shipping address and it then adds the carriage cost based on weight and shipping zone.
Checkout > Payment - At the payment stage import VAT for European based customers is added.
