Help!

Need some help?

We're sorry to hear that you're having trouble with our website or service. Please see below for a list of some of the issues which have been previously raised by our customers, and information on how to go about solving them or who you should contact.



Website Issues

  • I'm having a technical problem with your website

    Uh oh! Well, don't despair. All errors which occur within our site are automatically logged and sent by email so that they can be further investigated. However, if a technical issue is preventing you from ordering, please feel free to contact us directly so that we can look into the problem.

    If you were logged in to our site when an error occurred, we may contact you by email in order to obtain further information about the problem which you encountered, or to advise you that the issue has now been resolved.

  • I cannot find my country on your site

    Ah. Well. Unfortunately, at the moment, we only dispatch goods to a limited range of countries for online orders. However, if you contact us directly, we would be more than happy to process your order manually - we will also make note of your custom, and prioritise adding support for your country of residence to our site!

Order Problems

  • I think my order may have been incorrectly billed

    We use a system of checks and balances to prevent as many issues with billing as possible (for example, our payment provider will automatically decline any duplicated transactions), however, should you believe that your order has been incorrectly charged, please contact us immediately, and we will investigate straight away.

  • My order hasn't arrived yet

    Disaster! Because we use Jersey Post and Royal Mail, it is difficult for us to guarantee delivery times - also, occasionally issues arise with goods which are sent from Jersey, due to the customs inspections which can take place - although these will not prevent goods from reaching their destination, delays can sometimes occur.

    That said, if you received a dispatch notification from us, and more than a week has passed without your goods arriving, please contact us so that we can hunt down your errant purchases. If possible, please try to find out the name of your local postal sorting office, as we may need to chase matters up with them directly.

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