FAQ

Do you have a user guide?

Yes, download here.

When will I receive my order?

London Orders

Our delivery days for central London are Mon-Fri. For zone 3+ please contact us to check your delivery days.

Orders should be placed by 5pm the previous day for next day delivery. E.g. by 5pm Sunday for delivery Monday, by 5pm Monday for delivery Tuesday.

On the morning of the delivery you will receive an SMS (if we have a mobile number) and email with a 2-hour delivery window and a tracking link for your order.

Out of London Orders

We use a number of couriers and pallet services to deliver to the rest of the UK. Deliveries can be made Mon-Sat. 

Orders should be placed by 5pm two working days before delivery. E.g. by 5pm Monday for delivery Wednesday

Most carriers will give you a delivery estimate and live tracking for your order. Please ensure we have up-to-date contact details so that you receive these notifications.

When do I need to place my order by (cut-off times)?

London Orders

Orders should be placed by 5pm the previous day for next day delivery. E.g. by 5pm Sunday for delivery Monday, by 5pm Monday for delivery Tuesday.

If you have missed the cut-off we can arrange a courier service to deliver your order the same day at cost.

Out of London Orders

Orders should be placed by 5pm two working days before delivery. E.g. by 5pm Monday for delivery Wednesday

How do I add notes to my order?

If you have want to make a note against a particular product in an order, for example to specify the number of units for a product sold by weight, go the basket and then click Add comments.

If you have want to make a general note about the order, please proceed to Checkout and you will find a place to leave notes at the last step in the Checkout.

How do I specify units for products that are sold by weight?

Add the product to your basket and then go to the basket and click Add comments next to that product.

There is an issue with my order

Fear not, we can fix it. Please email us at [email protected] or call +442079934548

There is an issue with my invoice

First, please check if a credit note has already been issued. Click on your name in the top-right and select All Orders. In the order history you can see if a credit note has been issued against an invoice. If you still have a discrepancy please email [email protected] or call +442079934548

I can't find the product I'm looking for

We're constantly expanding our range and would love to hear you product requests or recommendations. Please speak to your account manager or email [email protected] 

The price listed is not competitive

Our wholesale prices are intentionally kept low to provide fair and honest pricing to all, but if you are looking to buy larger volumes or need to find a more competitively priced product please speak to us so we can see what we can do.