We've been busy finding out what improvements our customers would like to see - we know we're not perfect, but we do try incredibly hard!!
- we now incorporate check-boxes within our Online Orderforms for you to indicate whether you will accept alternative or substituted goods if your first choice item is out-of-stock at the time of despatch of your order. Be assured that, should you request substitutes, we will always do our best to select the closest alternative; if it isn't suitable, you may return it within 7 days of receipt for exchange or a credit note. Following the success of our online trial, this procedure has recently been extended to include customers ordering by mail, phone and fax.
- some customers have queried delivery times, especially at peak ordering periods such as the run-up to Christmas. We have worked hard to bring our turn-around time for orders down, and are delighted to say that most orders are generally despatched in two to three working days wherever possible, sometimes more quickly! If we are awaiting deliveries of stock which we may need to complete your order, despatch may be slightly longer.
- we have many pleading phone calls, begging for orders to be despatched urgently! and, although we try our best to accommodate all customer requests, we have not always been able to comply if it means queue-jumping as we always do our utmost to be fair to everyone. We have recently introduced an Urgent Order Surcharge of £2.50 for which we will despatch an order of five items or less within 48 working hours or less. Please say when ordering if you wish to pay the Urgent Order Surcharge, and your order will be given priority.
Please keep letting us know of any further improvements you would like to see!