Unit 8 Portobello Trade Park, Birtley, DH3 2RY

We’re open Monday – Friday 9 – 5 / Saturday 10 – 4 / Sunday 10 – 3

Frequently Asked Questions

Please read our FAQ before sending us a message.

When will my items be delivered?

If you have provided us with an email address then you should receive an email on the evening your order is dispatched, usually your order will arrive the next working day.  Please note that we do not deliver on Saturdays or Sundays as standard only Monday-Friday.

If your items still have not arrived by the estimated date please contact us and we can follow up with our courier.

What payment methods do you accept?

For online orders all payments are processed via PayPal which allows you to pay either with your PayPal balance or via credit or debit card.  If you are experiencing problems with your payment you can pay by phone via credit/debit card.  Please note that for payments taken by phone as an added security measure we can only dispatch orders to address your credit/debit card is registered to.

For orders taken in our showroom you can pay via credit/debit card or cash.

Can I receive a copy invoice?

We do not send customers invoices as standard, however if you would like to receive a copy invoice please contact us with your email address and we can send a copy via email.

Can I return my items?

Yes we do accept returns within 14 days from date of delivery. We will only issue refunds on goods that are returned undamaged and in original condition.  For orders that are placed online the customer is responsible for return postage costs.

I have received damaged items, what do I do?

You must inspect all items for damage upon receipt and report any damaged items to us within 24 hours.

If you receive your order which is visibly damaged upon receipt you can accept the delivery but ask the delivery driver to mark the delivery as damaged which allows us to report the damages to the courier.  Where damaged items are not discovered until the packaging is opened you must report this to us within 24 hours along with photographic evidence of the damage.  Unfortunately we cannot issue replacements or refunds without photographic evidence of damages.

Once damaged items have been reported to us we will either issue replacement items or refund you for the damaged items.

I have a complaint, what do I do?

We take pride in our customer services and will endevour to make sure every customer receives a prompt and satisfactory service, however in all instances of complaints please contact us directly on 0191 3388900.

Send us an email