FAQs

 

Orders


Can I change my order?
If you wish to change your order, please email us. As long as we haven’t processed your order we will be able to change it for you.

Payment

Which payment methods do you accept?
Visa, MasterCard, Maestro, Switch and Solo

Which currencies do you accept?
We only accept Sterling.

When will I be charged?
You will be charged immediately.

Delivery

What are the delivery options?
We offer 2 UK delivery options, Standard is £3.99 and takes 2-3 days and we offer a Next day Express service which is £4.99. For more info go to our Delivery section.

Where do you deliver to?
We deliver to the UK, Europe and to selected international countries. See Delivery for the full list of countries we deliver to.

Do I need to sign on delivery?
Some deliveries will need to be signed for other will not. 

Which carrier do you use?
We use two carriers. Royal Mail and DPD. 

What happens if I am not at home when my parcel is delivered?
Regardless of which courier has been used either the parcel  will be posted through the letterbox or you will be left a calling card to explain that delivery was attempted. If you follow the instructions on the card you can either arrange for your parcel to e redelivered or arrange for it to be collected from you local sorting office or post office.

Will customs and excise charges be applied for international orders?
Charges may be applied on International orders, however we have no idea of knowing what or how much these charges will be. We recommend that you check with local customs office for more information

What happens if I don’t receive my order on time?
If you ordered before 5.30pm and your next day delivery doesn’t arrive on time, then please notify us and we will contact the courier. If the mistake is either ours or our couriers then you will receive a full refund to cover the cost of delivery.
Your Standard Delivery will take approximately 2-3 days, however if you have been waiting for a week without receiving your order please notify us and we will contact our courier to locate the parcel. If we are not able to locate the order then we will need to wait 15 working days before we can dispatch you another product or provide you with a refund.

Returns/Refunds

How do I return an item?
Log into your account details to view your order history and select the relevant item you wish to return. Choose a reason for returning the item and click return. Then take the parcel to the Post Office to return to us. Obtain a certificate of proof of posting from the Post office. You will need this as proof that you have sent the parcel
Re pack the parcel in its original packaging. On your delivery note you will find a Prodigy RED address label, stick this over your address. Then reseal the bag using the second adhesive strip.

How do I know you have received my returned item?
You can stay updated on the status of your return via My account

Can I make an exchange?
If you wish to exchange the size for another size then please follow the same procedure as returns.

When will I receive the refund?
Your refund will be credited into your account within 21 days.

Who pays the cost of delivery?
The cost of returning the item to us will have to be covered by yourself.

What do I do if the item is faulty or wrong?
If your item is faulty or wrong, then please select this option when choosing a reason to return. If this is the only item ordered then you will receive a refund for the postage together with the cost of the product.

Discount codes

What is a discount code and where can I find it?
A discount code is a unique code that gives you a discount off your purchase. You may find this code in a magazine or you may from time to time be emailed a discount code.

How do I use it?
When making your purchase you will notice an option that allows you to enter the discount code. Enter the code in here to redeem your discount. However if you don’t enter the code in here and continue with your purchase, there is no way of redeeming the discount afterwards.

My account

Do I need to set up an account to order?
Yes, when you go to make your first order you will be prompted to set up an account. This will then make further purchases a lot quicker and save you having to enter your details again. You can also set up an account without making a purchase.

How can I get your newsletter?
You can enter your email address into the selection box  in the Newsletter page, this will ensure that you never miss an email. You will also automatically be sent emails when you register for an account with us.

Can I change my details?
Yes, if you log on to My account, you can change your details from here.