Shipping & Delivery
How long will it take for my product to arrive?
For items in stock we will dispatch your order within two days with next day delivery.
If your items are on back order, we aim to deliver these items to you within 7 days.
Do you provide tracking information?
Once your order has been dispatched you will receive an email with tracking information.
You can also track the status of your order, log in to your account and click on ‘Orders’ to view the status.
What should i do if my order has not arrived?
Please contact us immediately so we can trace your order.
Order
Can i change or cancel my order after it has been placed?
Changing or cancelling an order that has not yet been dispatched:
You can amend your order after it has been placed, please call us on +44 121 2856444 to amend your order.
Changing or cancelling an order that has been dispatched:
If your order has already been dispatched, if you refuse delivery it will automatically sent back to us, please also contact us to inform us.
There is no additional charge for cancelling an order.
How do i place an order?
Would you like to place an order with us?
You can browse our product range online or contact us to speak to one of our experts who can assist you with placing an order.
What does back order mean?
Majority of our products are held in stock, you will notice the Availability of each product, where you see ‘Available for Back Order’, this simply means this stock is purchased on demand from our supplier.
Back order items may take just a few extra days for delivery but we aim to fulfill your order within 7 working days.
Can i request a product that is not available on your website?
Yes you can, we work with many suppliers, if you are unable to find a specific product then contact us and we will source it for you.
Warranty
What is Warranty?
A warranty is necessary when dealing with products that are defective as a result of a manufacturing error.
A defective product that still falls under the warranty can be sent back to us for repair. Both the shipment and the repair are free if a manufacturing error was found to be the cause of the defect.
If the product malfunctions within 30 days of purchase, (as a result of a manufacturing error), you may exchange the product.
Do you want to return the product for a different reason? Read the information pertaining to returning your order.
How do i make use of my Warranty?
Product is defective within the first 30 days after delivery:
If a product malfunctions (due to a manufacturing error) inside the warranty period and within the first 30 days after delivery, you can exchange it. All shipping costs are paid for by us.
A £50 research fee will be applied to any products sent back for repair within the warranty period where no defect is found.
Product is defective outside the first 30 days after delivery:
If the product malfunctions (due to a manufacturing error) within the warranty period but after the first 30 days following delivery, then it will be sent to the supplier to be repaired. All shipping costs will be paid for by us.
It takes 4 weeks on average from the time we receive the defective product from you to when you receive the repaired product back from us.
A £50 research fee will be applied to any products sent back for repair within the warranty period where no defect is found.
If the product is still defective after it’s been repaired, you can return it to us again.
Returns procedures will vary depending on the brand.
Does my product fall under Warranty?
You are entitled to a legal warranty no matter what. This means the product we provide must do what you expect it to do (within reason). However, this type of warranty has no fixed period, as some products have a longer lifespan than others.
Your product is covered by the supplier’s warranty period, which is usually 1 or 2 years.
In principle, a warranty is not transferable. If you did not buy the product from us, you may receive a price quotation for a repair.
Is my product ineligible for Warranty?
Below is a list of products that are nearly always ineligible for our Warranty.
Consumables – These are products that are designed to be used intensively and are expected to break or wear out with use. Examples: fluids, confetti cannons.
No warranty
Products that have been damaged as a result of misuse, poor maintenance, or neglect are not eligible for warranty. If, for example, a trumpet has zinc corrosion because it wasn’t properly cleaned, then the product cannot be returned.
Other exclusions from the warranty include:
Products with moisture or water damage
Products with broken screens and/or displays
Products that have been damaged in transit to us as a result of improper/poor packaging
Payment
What payment methods do you accept?
We accept all major cards via our website, we can also accept payment via paypal.
How do i use discount codes?
From time to time we release exclusive discount codes to our mail list subscribers.
If you’re lucky enough to have a valid discount code, remember to use the code during checkout. You will see a field to enter ‘Coupon Code’.
Only one discount code can be used per order.
Complaints
How do i make a complaint?
We take all complaints very seriously, if you are unhappy with any element of our service please contact us and we will resolve your complaint.
