Frequently Asked Questions
What happens when I place an order?
Once an order has been placed, a confirmation email will be sent to the email address entered. Please remember to make sure your email address is correct and to check your junk box! If it’s your first order with us, it will usually end up in there.
What happens once my email confirmation has come through?
Your order will be checked for correct postcode and checked through our payment systems to make sure everything is ok. Your order will be picked and packed by hand and checked before it has been packed. (Sometimes if there is an error, please forgive us, we are only human!) Once your order has been packed it will then be taken with the postman at 2:45pm. We will then email you confirming your order has been dispatched and your parcel will make it’s way to you via Royal Mail or courier.
Do I need to create an account?
You do not need to create an account to shop with us if you do not wish. If it’s preferable and you are a regular customer, you can create one as it allows you to keep your addresses and previous orders for reference or for re-ordering easier.
I wish to unsubscribe to the newsletter, what do I do?
We may send a newsletter only once or twice a month as we do not want to hassle our customers or fill your inbox with unread emails. These may include promotional notices or new products that we have had in or just an update on what we’ve been doing on the website. If you wish to unsubscribe, there will be an option on the email to do so or you can email us asking to remove you from the list.
I wish to pay by cheque, do you accept them?
If you prefer to pay by cheque, you can send it for the full amount to our address that is on our website. You can also ring us and let us know as we can hold your order until the cheque arrives. Once your cheque has arrived and cleared, we can then send out your order.
Do you ever have any voucher codes or discounts?
Yes, we occasionally send out discount codes with our parcels for an upcoming event or special offer/promotion. However, if you do see any that are on discount voucher websites, they will be fake as we do not work with any discount site. When using your discount code, you will need to put it in the option for discount code on the top right hand side of the website in the drop down menu when you get to the checkout.
It asks for a purchase order number, do I need to fill that in?
This is for business use only. There are options if you wish to ask a question or let us know how or why you are buying. Do not feel obliged to fill them in, but if you wish to ask a question, we then answer it on your invoice. Plus we love to know where you are travelling to!
I have emailed on Saturday/Sunday and not got a response, is anyone there?
As we are a small business (there are only 5 of us!) We do not work weekends. Any orders placed from 3pm Friday afternoon to 2:30pm Monday afternoon will get sent out on Monday. Any emails or messages, will be answered on Monday and we try our best to get back to you as soon as we can.
I need some advice on a product, can you help me?
We are in the office from 9am to 4pm Monday to Friday and if you want to call you can! We are always at the end of the line and try to help as best we can. We research, test and try our products and then can pass on our knowledge to you. We know how difficult it can be to know how to use or what to take on your trips away, so we will try our best to make life easier for you. If we don’t know, we can always find out for you.
Can I change my delivery address once it has come through?
If you wish to change a delivery address once an order has been placed, you may do so before it has left with our collection. You can call us or email us but it has to be before 2:30pm. Once it has left us, we are unable to change any details on your order.
Can I choose who my order arrives with?
We offer a range of delivery services to give you a choice. We always recommend using a service you know, so for example, if you don’t have a regular Hermes driver or they can’t find your house, we usually recommend Royal Mail. If you usually have a Hermes driver and they know your area well, go for Hermes. If you need your parcel next day, go for Next Day Delivery. It’s entirely up to you 🙂
I won’t be in, can I ask for a safeplace?
Before you place your order, you can put in a safeplace option in our comments box before you proceed to the payment screen. We will always try and accommodate for deliveries.
My order is over £100, can I ask for a signature on my parcel?
Any orders over £100 will automatically be changed to a signed for service with Royal Mail. This is for the customers peace of mind and our own. It allows us to ensure that it was not left in an unsafe place.
Where is my order?
Once an order is placed before 2:30pm, it is usually sent out that day (except for weekends). An email confirmation will be sent confirming your order (check your junk box if it’s your first order) with your order number. It gets picked and packed and then sent out with the postman or courier. Once it has arrived to the mail centre, your tracking will begin. Please note that it may not be until it has reached your local delivery office that you will be able to track your parcel. Royal Mail or Hermes will email with your tracking reference. If a courier has been used, we will email with your tracking reference in your dispatch confirmation email and you can use this to track your parcel via the couriers website.
My order hasn’t arrived, what do I do?
If your order hasn’t arrived within the time specified, the best thing to do is give us a call or email as we won’t know that there’s an issue unless you let us know. What we can do is file an enquiry with the appropriate courier and this can take up to 48 to 72 hours. The couriers can then investigate by speaking to the delivery driver/tracking the vans GPS/finding the parcel within the system. Once we have a response from the courier, we can then let you know if there was a delivery issue, if the parcel has got lost or if it’s delayed.
I’ve placed an order for Royal Mail tracked 24, will I get it the day after?
If an order is placed before 2:30pm and Royal Mail Tracked 24 is chosen, it will leave our warehouse and be sent with Royal Mail. It has to go to our depot and then to Cardiff Mail office. It should then leave there and be sent to your nearest delivery office for delivery within 1 – 3 days. Please be aware that first class delivery is not a guaranteed next day delivery service, although well over 90% of first class mail is delivered the next working day.
I’ve chosen next day delivery, do I need to sign for it?
With every next day delivery service you WILL need to sign for your parcel. The postman cannot leave your parcel in a safe place. You can arrange to deliver to an alternate delivery address from your billing address via the website.
My parcel says it’s been delivered, but I don’t have it, what can I do?
All our Royal Mail Tracked 48, Tracked 24 parcels and Hermes will have tracking. The tracking reference can be used on the Royal Mail or couriers tracking website. Usually when a parcel has been delivered, it has somewhere. First, check your delivery address, sometimes the wrong address maybe put in or an old address if details have not been updated via Paypal etc. Second, check with neighbours, safe places, family members that may have forgotten. Third, ask your postman, usually they remember our parcels due to our distinctive Purple Turtle tape or stickers, also, our parcels maybe purple in colour due to our mailing bags. If that doesn’t ring a bell, give us a call and we can launch an investigation with the courier, Hermes or Royal Mail.
I’ve put my order through Friday afternoon at 3pm and chosen next day delivery, will I get it Saturday?
I’m afraid not. Our last post collection is collected at 2:45pm and we do not work weekends. You will receive a confirmation email confirming your order, but it will not leave us until Monday. This means you may possibly get it Tuesday. Please note the next day delivery is not a guaranteed service. The only guarantee you will have is that your postage can be refunded if it does not reach you the next day. This means when it leaves us on the Monday and does not get to you by Tuesday, you can email or call us to let us know and we can track your parcel to see and refund accordingly if neccessary.
Why do you use couriers rather than Royal Mail?
Sometimes a courier is needed due to regulations, ie – more than 2 aerosols CANNOT be sent using the Royal Mail service or if a parcel is heavy, a courier has to be used. With our couriers full tracking will be provided and will be emailed to you in your dispatch confirmation email.
How do I return items for a refund or exchange?
Please read our full returns policy here.
As an International customer, who incurs the cost of sending an exchange or refund back?
With any return or exchange, this is at the expense of the customer. Once the return has been received however, if an exchange has been organised, we will then send out your replacement parcel free of charge.
I’ve returned an item for a refund, what happens now?
When returning an item for a refund or exchange, please ensure that the swing tags and labels and the clear plastic bags are attached and in a re-saleable condition. If items are not returned to us in good condition, this may prevent a refund being issued to you. Your order number must be somewhere on the parcel as this allows us to find your order once it has arrived back to us.
You are responsible for the return postage, we also suggest you ask for a proof of posting receipt (which is free) so you can track your parcel.
Once your parcel has arrived back to us and we can see it is in good condition and are able to re-sell, we issue a refund to the card or Paypal account that the order was placed with. This is done usually the same day we receive your return. It can take 2-5 working days to show on your statement, but it is done straight away. An email confirming your return and refund will also be sent to you.
I bought an item and I have rung you to let you know that it may be returned out of policy, will I get a refund or a voucher code?
If you have let us know by phone or email previous to the items return that the return may be out of policy, we would be able to issue a refund to you. Providing that the item is still in the original packaging complete with swing tags and labels, suitable for re-sale.
There is a problem with my item, ie; damaged or faulty, what do I do?
On the rare occasion that there may be an issue with your item please call us or email us, it’s the easiest way! If you can include photo’s with your email, that would be great. We can then assess what action can be taken or arrange return of the item.
I’ve had a FEEFO email about feedback, can I opt out?
If you prefer not to leave feedback, that’s fine, you can unsubscribe from the emails. We do love to read your feedback, so if you wish to, please do so!
I’ve had great service and want to let you know, how do I do that?
We really do appreciate feedback, be it positive or negative as it helps us grow and learn for next time! You do brighten up our day when we have a lovely email from customers saying that that pair of Nosilife trousers were invaluable for your Safari Trip; or that the queasy drops helped relieve your sickness! We try to be helpful and knowledgable about all our products and even if you have suggestions about the website or products you think we should be stocking, just drop us an email.