After you have placed an order
Can I cancel an order?
If you have an account and were signed in when you placed your order, you can go to Order Tracking in your account, find the order you wish to cancel and press the Cancel Order button. Please note that once an order has started being processed, you cannot cancel your order.
If you do not have an account, you can still cancel your order by visiting Guest Order Tracking.
Why haven't you supplied everything I ordered?
If any items are out of stock when we send your order, they will be automatically back-ordered for you, and sent as soon as they become available. We order from our suppliers on a very regular basis, but the time for a back-order to come in can vary due to issues such as re-printing, suppliers being out of stock, foreign editions etc. We do our utmost to supply back-orders in a timely manner, however please understand that some delays are outside of our control. Customers within the UK will not be charged postage on back-orders. If you wish to cancel an item from your order, registered users can do so in Your Account.
Exclusions: Preo-owned and Sale items are limited in stock and are available on a first-come, first-served basis. Our website stock is updated every 5 minutes, and sale items are automatically removed when stock is unavailable. However in the occasional situation when two people place an order in quick succession of each other for the same item, we may be unable to fulfil the second order. If we are unable to fulfil a sale item for any reason, we will remove it from your order. Sale items will not be back ordered.
How can I return a faulty or damaged item?
If an item is faulty or arrives damaged in the post, please keep all packaging and contact us immediately. We will arrange for the item to be replaced or repaired.
I received the wrong item
If you have received the wrong item, please let us know immediately and we will arrange for a replacement to be sent to you. If the item was a picking error (ie our mistake) we will supply you with a pre-paid returns label.
Where is my order?
If you have not received your order, please contact us within 90 days of date of dispatch. We will investigate and supply a replacement or refund at our discretion. We regret that after 90 days have passed, we are unable to investigate or replace/refund lost deliveries.