Customer Services
Frequently Asked Questions:
Login Issues.
When you login to our store or your account our store will send you a secure code typically by email to login. If you do not receive this code within a few moments please check any junk mail or spam folders for the message or check mail / spam settings settings on your device, and ensure you are using a valid email address.
Trade Accounts.
Trade customers must be approved by us before being able to access certain products. Once approved you must login to the site to be able to access these products. Previously approved customers from our old store platform do not need to reapply.
Previous trade customers: We are aware of a small issue affecting some wholesale customers on the first login, it may take a few moments for the Shopify cache to update. Please wait a moment and refesh the page, alternatively logging out and re-logging in seems to correct the issue. Subsequent logins should then work as expected.
Account Issues.
Please ensure you are using the same email address to access your account. If you use a different or several email addresses make sure you are using the correct one. If you have an existing account but have lost access to the original email then please contact us.
Order and store notifications.
The store sends out emails for every order and shipment with tracking information, if you do not receive these emails then please check your junk mail folder or spam mail settings to ensure regular store emails are not being captured. You can also check on the status of your order by logging into your account.
Shipping & Delivery.
We aim to dispatch all orders promptly and for items that are in stock, or not special order or custom made items generally within one working day, (working days are Monday to Friday, excluding weekends and public or bank holidays in the UK).
Packages are sent under plain wrapping and in line with our environmental policy we may recycle or reuse suitable outer parcel packages and or packing materials. All parcels are sent via the most cost effective or appropriate method of shipping. Some orders may require a signature on receipt. Please allow 2-5 days for your item to arrive after you have been notified of its dispatch. However we can only open a claim for lost items once 15 days has elapsed or we can identify that the package has been lost.
We attempt to keep stock of most popular items, however some items may be by special order only, or not stocked due to cost/popularity/expiration. In such circumstances it may take us between 1-4 weeks to obtain these products. Any items that are special order are indicated in their description.
In adverse circumstances (such as poor weather conditions, epidemics or events that may disrupt postal services) please allow extra time for carriers to make deliveries.
Deliveries are sent via Royal Mail, UPS & ParcelForce depending on size, weight, location etc.
Free Delivery Offer:
Free delivery is available to UK retail customers placing an order with a value greater than £80. Our normal delivery charge for orders less than this value starts at £3.69, however this can be dependent on weight. There are no cash alternatives to this offer and this value does not form part of your order. This offer is not available to wholesale customers or for delivery to any other area. Should for any reason there be a large discrepancy in delivery cost that we have not anticipated then we may contact you to discuss this.
The free delivery offer is only applicable to the first attempted delivery of any parcel/order, should a parcel be returned to us because of a failed delivery (i.e homeowner not home, parcel unclaimed, uncollected, mis-addressed etc.) then any subsequent delivery may be chargeable at the appropriate cost.
Delivery costs are based upon the order size, weight and value which affects the cost of delivery and delivery service used.
The free delivery offer does not extend to returns, please see returns and replacements sections for more information.
Order Tracking & Order Status
When your order is dispatched you will be sent an email with the relevant information, including any tracking numbers. You may also check on the status of your order by logging into your account and checking your orders there. The tracking information will display the carrier company and tracking reference number. If you go to the relevant carriers website i.e. Royal Mail you will be able to input the tracking number to get the status of your package.
Returns and Replacements.
If for any reason you are not entirely satisfied with you purchase from us then in the first instance please contact us to discuss the issue. We will do our best to identify any fault or problem and the best remedy.
If you have brought the wrong item or you change your mind.
Please notify us within 14 days of receipt of the item. Please do not open or use the item. The item can be returned to us and we can refund or replace the item with the correct item (subject to price), please note you are liable for return shipping / postage costs.
If we have supplied the wrong item.
If we have sent you the wrong product, then please contact us within 30 days of receipt, we will arrange for the incorrect item to be returned and exchanged for the correct one. Please do not open or use the item.
Damaged broken or faulty items.
If an item has been damaged or broken in transit or is in any way faulty then please notify us. For your safety please do not open or use the item. Contact us and we will arrange return and replacement.
In the event of any dissatisfaction.
Please contact us to discuss, by their nature these items are classed as consumables and once opened or used cannot be returned for refund or exchange. However we would like all our customers to be more than satisfied so we would urge you let us know of any problems.
Returns may be sent to:
Returns Consea, Unit 5966
PO Box 7169
Poole
BH15 9EL
(Important: Any return must contain customer information and order number)
Payment, pricing and Promotions.
All orders must be paid for in full before dispatch. In the case of special order items these must be paid for before we order them from our supplier. The normal function of this store is to collect payment when you checkout. All payments are processed by trusted 3rd Party suppliers, we do not directly hold or have any access to your payment details. All transactions are secure.
Prices on the site are presented as is with no warranty for any errors or omission, in the case of incorrect pricing being applied we reserve the right to cancel any order. Completing the checkout purchase does not oblige us to complete or supply items that have been incorrectly listed. In such circumstances any payments will be fully refunded.
We reserve the right to promote certain items from time to time, which may include changes in price both higher and lower. Once you have ordered a product the price you pay will be that which was applicable at the time. I.e if the same item becomes discounted, or increases in price you will not receive a refund or additional charge on any placed orders, even if those items have not been dispatched to you.
Please see our terms and conditions for full details.
Updating Account Information.
Please ensure that your account information particularly your address details are kept up to date and correct. We will use such information to process and dispatch your orders. We accept no liability for orders that are lost or misdirected because of outdated address or contact details.
You may check and update your account information when you log in.
Contacting Us.
If you are trying to contact us the best method is to use the contact us form, where we can keep track of your inquiry or problem, please let us know in the email if you would prefer to speak to someone. We are adding further contact methods.
Status
Please be aware of any significant events that may impact our services or facility. This may include adverse weather events, pandemic or supply chain issues that may impact normal services:
Website Status: - Reviews currently disabled (work in progress).
Warehouse UK |
OK |
no issues |
Admin UK |
OK |
no issues |
Delivery services |
OK |
no issues |
Import shipping |
OK |
no issues |
Admin USA |
OK |
no issues |
Warehouse USA |
OK |
no issues |
Manufacturing USA |
OK |
no issues |
More information:
For full terms and conditions or further information please see these dedicated sections.
Shipping & Delivery
Returns & Replacements
Payment, Pricing & Promotions
Terms Of Service
Contact Information
For anything else please contact us using the form below