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Complaints Handling Policy

We hope that we have provided you with a positive experience, however, we understand that sometimes things go wrong.

For in-store complaints, please ask to speak directly to the store manager. Alternatively, you can follow the instructions below.

For all other complaints, please contact us in writing using one of the following options:

Email us:

Write to us:  Customer Support Team, 110-112 Barrack Street, Norwich, Norfolk, NR3 1TX.

Please note the above address is for written correspondence only, this cannot be used as a returns address for online orders or in-store purchases. To request an online return please see here.

Once we have received your complaint, we will contact you to confirm and ensure the relevant department investigates the matter thoroughly. We will endeavour to keep you updated throughout the process, but if you have any concerns please get back in touch.


  • How can I cancel my order? 

    • You may do so if we have not already despatched your order by using the contact us form on our website make sure to select the 'cancel my order' from the nature of your enquiry dropdown box. See our Cancellation & Refund polices here.

  • Can I have different items from the same order delivered to more than one address? 

    • Unfortunately not, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.

  • How can I return my order? 

    • If you wish to return an order or tell us about a faulty item you purchased from our website please visit our returns page for further guidance.

  • Am I charged for the goods as soon as I order them? 

    • All goods are charged at the point of order and dispatched as quickly as possible.

  • What are my delivery options? 

    • The delivery options for a product can be found once have added the product to your shopping basket additional information for carriage charges are located here

  • How do I track my order? 

    • You will be sent an email once your goods have been dispatched with a tracking reference for most of the products ordered from our website. Please allow 24 hours for your tracking link to update.

  • Do I have to create an account? 

    • If you don't wish to create an account, that's fine - just checkout as a 'guest'. If you would like to create an account so that you can track your order and receive special offers from us, then you can do so very quickly and easily at the end of checkout.

  • Store opening times 

    • View our store locator here

  • Do your shops stock all the items that are available online? 

    • Not always.  Our store sizes vary from town to town and the range available on the website also contain products exclusive to the website, as well as items that are too large to be carried home from stores. If you're making a special trip for something, please give the store a call first to check they have it in stock - we wouldn't want you to have a wasted journey. You can find the telephone number for your nearest store in our Store Locator

  • What are the benefits of having a Reward Card? 

    • We offer extra special rewards when you sign up, with an 10% introductory discount voucher to use in-store, birthday treats, V.I.P. discounted prices, exclusive product launch previews all delivered to your inbox, so you never miss out!

  • How do I get a Reward Card? 

    • Reward Cards are available to pick-up instore find your nearest store using our Store Locator.

      How do I register my Reward Card?
      If you are in-store speak to any member of the team who will be to register a new Reward Card in-store for you or, if you have a Reward Card and want to register it on our website visit the Reward Card registration page here

  • Where can I redeem my Reward Card discount vouchers? 

    • You can redeem you Reward Card dicount vouchers in-store when you present your Reward Card at the checkout. Unfortunately Reward Card discount vouchers cannot be used online at this stage, but we are working on this for the future.

  • Do I get points when I spend with my Reward Card? 

    • Our scheme is not points based however, we will send you a 10% welcome discount voucher upon your Reward Card registration, birthday treats, special VIP discounts, exclusive previews and more by email or post if you have consented to marketing

  • have lost my Reward Card, how do I get a replacement? 

    • Replacement Reward Cards are available to pick-up instore, speak to a member of staff in-store who will be happy to help. To find your nearest store use our Store Locator.

  • How do I register (activate) my replacement Reward Card? 

    • Speak to a member of staff in store to activate your replacement Reward Card or log into your online account here and select the Reward Card link to enter the new Reward Card number on the back on the reward card.

  • I haven't received my discount voucher after registering/activating my Reward Card, how do I get it? 

    • Once you have registered your Reward Card in-store or online here, we will email you an unique discount code once you have confirmed your email address in the first Reward Card email that we will send to you, just follow the instructions within the email. If you cannot locate the email from us, check your spam or junk folders just in case the email is in one of these folders (see below for additional guidance).

  • How do I check my spam or junk folder in case the Reward Card email confirmation email or discount code is in that folder? 

  • Where is my nearest store? 

    • Our Store Locator will help you find the most convenient store by town or postcode. There's also a detailed map and opening times for all stores. View our Store Locator here

  • Still need help? 

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You can also call us on
0331 630 0695 or email us at

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