Description:
Why is my order taking so long to get delivered?

Solution:
We have a cutoff time of 17:00 in order for us to pick and pack orders ready to be collected by Parcel Force. If you have chosen postage then we frank out deliveries via Royal Mail. Timing of Royal Mail collections from the parcel collection points are normally 16:00 on the day, we do pick and pack and drop of before 16:00 to a collection point near our warehouse and anything ordered after 15:30 will likely put a additional day on the delivery.

Here’s some information that may help:

3 to 5 Working Days:

For orders using our 3 to 5 working days delivery service, our delivery partners strive to deliver within 3 days. However, factors like weekends or Bank Holidays may cause delays. Please allow up to 7 working days for delivery. Daily cut off time for this service is 15:30 and orders after 15:30 will be processed the next working day.

Parcelforce 24 Tracked

Please check the Parcelforce tracking number provided in your email for updates on your delivery at www.parcelforce.com/track-trace. If you encounter any difficulties with your delivery, please contact our support team at 01908 803166 or via our online chat service. Daily cut off time for this service is 17:00 and orders after 17:00 will be processed the next working day.

Parcelforce 48 Tracked

Please check the Parcelforce tracking number provided in your email for updates on your delivery at www.parcelforce.com/track-trace. If you encounter any difficulties with your delivery, please contact our support team at 01908 803166 or via our online chat service. Daily cut off time for this service is 17:00 and orders after 17:00 will be processed the next working day.

Our logistics team is constantly working through orders to try and get your order to you ASAP. However, if there is a minor challenge in getting your order to you quickly, in that case, our logistics team will contact you to explain the delay and provide an ETA of when we will get your order to you.

If you would like an update on your order, don't hesitate to contact us via chat or phone (please call 01908 803 166), and our team will be able to assist in providing you with an estimated time of arrival.

What information will we ask from you?


  1. Order Number

Description:
Occasionally, when ordering from any website, you are redirected to a payment provider, in our case, Viva Wallet, for your order payment. In addition, on rare occasions, a data glitch may occur at the point when you are charged and redirected back to the website to confirm the payment transaction of your order from Viva Wallet.
Your bank has provided payment, but our systems have not fully processed your order as we would not have had confirmation from Viva Wallet of payment confirmation.

Firstly, we would like to apologise if this has happen to you. With data traffic on the internet whilst using mobile data or a home network, things do slow down every so often, which can cause a timeout.

Do not worry; We are here to help!

Suppose you have experienced this behaviour with your order; the system will create an abandoned cart on our system, and we will be able to view the abandoned cart and the content within it, so we should be able to pick up your order.
In addition, we have a dedicated accounts team that can log in to the Viva Wallets payment system anytime and confirm that your order payment has been successful in real-time.

Solution:
What do you need to do?Contact us via chat or phone (please call 01908 803166), and our team will be able to confirm payment and your order and they will be able to process your order.

What information will we ask from you?

  1. Name on the order
  2. Address the order will be delivered too
  3. Name of the card payer who has made payment
  4. The time of the order so we can match this with our systems
  5. Bank name on the card
  6. The last four digits of the long card number

Our staff will not ask for any more payment details as this should be sufficient for us to trace your order and payment and complete the order processing.