We think it’s important when you buy online that you have confidence that the website you’re buying from is going to treat you fairly. Although we like to think we do, we’ve turned this into concrete written principles for you; our 5-Point Guarantee.
1. If our website says it’s in stock, it is!
Our website is set up so that you can’t order items which are out of stock, with the exception of items clearly marked as “Available to order”. Unlike some of our competitors, we don’t think it’s right to take every order that comes in whether we’ve got stock or not, and then disappoint our customers with lots of “item to follow” messages.
On rare occasions, it’s possible we could mess up our stock control somehow, or get simultaneous sales in all our sales channels for more items than we have in stock. If it happens, we promise:
- We’ll communicate quickly and let you know when we expect the missing item(s) to arrive back in stock
- If you’ve booked delivery by an urgent service (courier, special delivery, Royal Mail 24 etc) we’ll give you the choice to send the bulk immediately and follow up with the missing item(s) as soon as we can, or hold on and send it all in one go.
- If you’ve got an account with us and more than 20% of the value of an order can’t be sent immediately, we’ll add the postage you paid to your account as a store credit to apologise for letting you down.
2. Rapid despatch
Our goal is that if an order is placed before 8pm, it’ll be posted by close of play on the next working day. Courier orders placed before noon on a weekday will be shipped that same day.
In reality, we normally exceed our goal and almost all items ordered before noon on a weekday are shipped the same day. We’re not a massive company with a packing department, so we’ve allowed ourselves a little leeway, but we closely monitoring how we’re doing and if we can speed things up even more, we will.