You have 30 days from delivery to request a return or exchange. Simply use our returns portal - you'll just need your order number - and choose an exchange, store credit or refund.

Items must be in their original packaging and fit for re-sale. Return postage is paid by the customer. Please note our VenoTrain range can't be returned for hygiene reasons. Full details in our Return Policy.

Standard Delivery takes 3-4 working days and is free on orders over £95 (otherwise £6.99).

Need it sooner? Next Day Delivery (£9.99) is available when you order before 12:30pm Monday to Thursday.

Orders placed before 12:30pm on a working day are dispatched the same day. Deliveries are made on working days.

If you have registered for an account, you have two options to check the status:

• You can track your order by following the link in your delivery confirmation.
• Log in to your account by clicking on the person icon in the top right of the website header. Click on the corresponding order number in "Orders" to get details.

Please refer to the emails you received from us or contact customer service.

We always aim to deliver within the stated timescales (3-4 working days for Standard Delivery, next working day for Next Day Delivery), but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

• Your order was placed during a public holiday or a local public holiday.
• There were unpredictable circumstances beyond our control.

Do you want to find out the current delivery status of your order - check your "Order history".

Please check you delivery status in your account.

Your order is being held by our couriers.

If a delivery has been attempted but unsuccessful, couriers such as Royal Mail may hold your parcel at the local delivery office for collection. They will do so for a period of time before returning your parcel to us. To see if your item is being held for collection, please check the tracking details on your order confirmation or the card left by the courier during the attempted delivery.

The Order has status ‘Cancelled’.

Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.

The Order stuck on status ‘In Progress’.

It can be that the product you ordered is out of stock. In that case please contact us via the contact form or via +44 (0) 1793 781987. We will cancel your order in this case.

The Order has status ‘Shipped’.

Your order has left our warehouse and is now in the hands of the carrier. Please see the according email for tracking code. You could also contact us.

The Order has status ‘Shipped’ and ‘Done’, but the package wasn’t delivered.

Please contact us via the contact form or via +44 (0) 1793 781987. We may have to request a proof of delivery.

After receiving your order, we will send you a confirmation email with your order number. If you don't find an email in your inbox, please check your spam folder. If you use Gmail, please check your advertising folder. Please note that it may take some time before we send the confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email.

But don’t worry, your order will still be processed as normal.

If you have registered an account with us, you can check the order number in "My Account > Orders".

If you have not received an email after approximately 5 min, please also check your spam folder.

If you have created a user account with us, you can check the order status after logging in under "My Account > Orders".

If you still cannot locate an order confirmation, please contact us.

We accept the following payment methods in our online shop:

Credit Card: You can pay with VISA or MasterCard - simply select credit card as the payment method during the order process. We guarantee the highest level of security with the latest encryption techniques, such as the Secure Socket Layer (SSL) and the 3D Secure procedure. All order and credit card data is only transmitted in encrypted form. Payment is only made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

PayPal: With PayPal, you can make cashless payments easily and securely. To use it, you create a PayPal account once by entering your bank or credit card details - so you don't have to re-enter them for every purchase. You then pay by entering your email address and a password and receive a payment confirmation by email - your order is then processed immediately. Payment is made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

It depends on the type of your payment method.

Credit Card & PayPal

When you place the order, we authorise the amount and after the order has left the warehouse, we collect the money.

As soon as the order leaves our warehouse, you will receive a shipping confirmation.