I have paid for express shipping, why am I still waiting for my delivery?
Estimated delivery times are from the point of goods dispatch, rather than of the time of the order being placed. In the event that you have an order placed, but some of the items are not immediately available, this will be made known to you on the site and precise lead times can be obtained by contacting our customer care via email at firstname.lastname@example.org
How do I place an order exempt from VAT?
Once the customer being shipped to is based outside of the EU, our website is designed to automatically not apply VAT to these orders. If you are within the EU and buying through a company please see below Q&A.
I am an EU VAT registered customer, can I purchase without VAT charged?
It is not possible to process an order shipped within the EU without charging VAT (23% in most cases), unless we are shipping to a company with a VAT number. In this case VAT number can be submitted during checkout. Our website will then verified and purchases within the EU can be made without added VAT. Does not apply to Republic Of Ireland VAT Numbers
Will I be liable for import taxes/ customs charges in my country?
If your address for delivery falls outside EEC jurisdiction, you may be liable for import taxes and duties on goods shipped into your country. Custom policies vary widely from country to country, so we highly recommend that you contact your local customs authority for further information regarding duties and rates. International shipments are often subject to customs inspections as they pass through borders.
I have not received an order confirmation via email?
Due to some settings on customer’s email accounts, our notification mails can occasionally find their way into the spam or junk folder. So once this is checked and corrected, all mails should be received successfully. If not, do not hesitate to contact our customer care team on email@example.com
Why am I unable to purchase liquids & pressurised goods?
Due to restrictions on international shipping, we are unable to dispatch liquids or pressurized canisters such as extinguisher systems internationally.
Why do I need a Goods Return form to return my goods?
In order to process your return for exchange/refund in a timely, fast and efficient manner, we require that the customer encloses a returns form with the parcel, it can be downloaded here.
My order has not been dispatched, so why have I been charged?
Payment for goods is taken at the point of order, not at the point of shipping.
Why is my tracking number not working?
Sometimes goods take several hours before they appear on tracking platform. If they have still not appeared it may be due to an incorrect scan at the side of the courier. If in doubt about the tracking number and its progress, do not hesitate to contact our customer care team on firstname.lastname@example.org
How do I cancel / amend an order?
In the unfortunate event that you need to cancel or amend your order, please contact our Customer Care department via email at email@example.com as soon as possible, as orders are processed as quickly as possible on site. In the case where the goods have been dispatched before you have communicated with us, you will have to wait until you receive the goods before the issue can be rectified. Likewise, errors on addresses cannot be amended after they have been dispatched. In this event , please download the returns form here.