Customer Services | Help Hub

If you are not returned back to our website and don't see an order confirmation with the heading THANK YOU FOR YOUR ORDER and your order did not return from the Lloyds Cardnet (card payments) or PayPal payment processing pages, then there may be an authorisation issue. Whilst this doesn't always affect your payment i.e., we do actually receive the payment, it results in the order not being finalised on our website.

The first thing to do is DON'T PANIC, we can check for your transaction and retrieve your order, but this sometimes may not always be spotted immediately, so may slightly delay the processing of your order.

This authorisation error can sometimes be caused by virtual wallet systems such as Apple Pay or Google Pay as they use a slightly different authorisation system due to the fact they are using virtual card details in place of your actual card details

If you believe you have been affected by this issue, please contact us and let us know the date and value of your order and we can look into this further for you.

Your order goes through a number of stages as we process your order and despatch it out to you. At each stage your order is updated to one of the statuses below, you will receive a confirmation email for your information. These statuses are:

• Card Payment Authorised - means that your card payment was successfully processed and your order is waiting for further processing by our warehouse team


• PayPal Payment Authorised - means that your PayPal payment was successfully processed and your order is waiting for further processing by our warehouse team


• Order Received - In Stock - means that all of the items on your order are in stock and your order has been selected by our warehouse for picking & packing


• Order Received - Stock Due Soon - means that some or all of the items on your order may not be in stock and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order


• Order Delayed - means that some or all of the items on your order may not be in stock or there was an issue found with something you have ordered, and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order or we have rectified the issue affecting your order


• Order Paused - Under Review - means that we have identified an issue with your order such as an incorrect post code or telephone number for example and have contacted you and requested more information. Once we have received the additional information we have requested, your order status will change to reflect your response


• Order Cancelled - By Request - means that we have received your order cancellation request and are processing this for you. Once completed we will issue a full refund for your order


• Order Cancelled - Order Issue - means that we have cancelled your order because their is an issue with your order such as an address discrepancy or if there is an issue with a product e.g., there is a supply issue or the product has been discontinued. We will cancel your order and issue an immediate refund for your order


• Order Amended - means that we have either made changes to your order at your request or we have made a change to your details as a result of a request for more information from you. Once amended, your order status will change to reflect any changes


• Order Refunded - means that we have issued some form of refund (either full or partial) for your order as a result of a cancellation request, an amendment to the order or we have received returned items for this order


• Your Order Has Shipped - means that your order has been booked for collection with our delivery partners and will be collected that day. Within the body of the email you receive, you should find a delivery tracking link for you to follow the progress of your order with our delivery partner


• Your Order Is Ready To Collect - means that if you have chosen the click and collect delivery option, then your order is waiting for you and is ready to collect from our store

If you want to check the status of you order, but you can't find the email we have sent you, don't worry, there are other ways to find out the status of your order depending on whether you ordered using an account or you checked out as a guest.

IF YOU CHECKED OUT USING AN ACCOUNT
In your Account Hub, you can click on the "View your order history" button and click on the eye icon for the order you wish to check on. At the bottom of the order summary, there is a section headed ORDER HISTRORY. Your order statuses will be displayed here along with any comments we have made to you, if applicable. The statuses are sorted top to bottom from the oldest (top) to the most recent (bottom)

IF YOU CHECKED OUT AS A GUEST
You can still access your order information, however it is done in a slightly different way. You will need to request the order history from our website and our system will send you a link for you to access your orders information. At the bottom of the order summary, there is a section headed ORDER HISTRORY. Your order statuses will be displayed here along with any comments we have made to you, if applicable. The statuses are sorted top to bottom from the oldest (top) to the most recent (bottom)

If you’re not in when our delivery partner tries to deliver your order, and they were not instructed to leave them in a safe secure place, they will leave a calling card notifying you of the time the delivery was attempted. A Delivery will be attempted three times before the parcel is returned back to us.

Unfortunately our delivery partners do charge us to do this, so once your order has been returned back to us, we will issue a refund for your missed order but deduct the cost of the return back to us from the final refund amount.

As we do not export products outside of the United Kingdom, so you are not able to have orders delivered outside of the United Kingdom.

That is generally not a problem, however there is legislation in place for PSD2 Strong Customer Authentication that you need to be aware of. In 2022 a law was passed with the sole intention of making online payments safer and more secure. As a result, DO NOT CHANGE your payment address details, these must match the details your bank, card provider or PayPal have stored for your chosen payment method.

If you want to add a delivery address, this can be undertaken in one of two ways, depending on which method suits your requirements.

Method 1 - You either have an existing account or would like to create a new account

This method is best if you want to store your alternative delivery address for future orders. To do this, just follow the instructions below.

1. If you are not already logged in to your account or need to create a new account, you will need to either log in or create a new account. This can be done using the Account Dashboard.
2. Once you have either created your new account or have logged in to your existing account, in the Account Dashboard, click on the MODIFY YOUR ADDRESSES button and you can edit an existing address or add a new address depending on your preference. Make sure you DO NOT alter the address details that relate to your payment method though.
3. Add items to your order and at the checkout stage, because you are logged in, you will see a drop down box in the payment details panel. Make sure that you select the address in the payment details panel that relates to your payment method.
4. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Simply select the address created in step 2 from the drop down box and this will be the address your order will be delivered to.

Method 2 - You are either checking out as a guest or do not need to save the delivery address

This method creates a delivery address on a per order basis and does not save the address for future use even if you are an existing account customer or have created a new account.

1. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Fill in the address details you wish your order be delivered to and we will use this address to deliver your order. Your delivery address details will not be saved for future use and if you wish to use them again, you will need to re-enter them for any subsequent orders.

Our showroom and warehouse are located on an industrial estate adjacent to the Lowestoft Gateway Retail Park just 0.5 miles from the A12 the main route into and through Lowestoft itself from the south, 2.4 miles from the A146 the main route into Lowestoft from the east and 3.2 miles from the A47, the main route into Lowestoft from the north.

A team member is always available to help and assist customers however they can. Our team members are happy to take heavy items and load them into your car or van on request. We can provide seating upon request if you require it. Our showroom does not play background music.

We have ample free parking facilities on our site with concrete and gravel hardstanding, and you can park wherever is most convenient for you.

There is a drop off point as you come into the car park by the brick weave main entrance to the showroom. You can use this area to drop off passengers only, and then park in an appropriate area away from the entrance. You should not wait at the drop-off point as it is the main access route for our loading bays, which are in constant use.

Please do not use the drop-off point for unloading of items. If you need to unload your vehicle and require assistance to do this please ask a team member, they are more than happy to provide assistance.

Our showroom has a level brick weave approach to the main front door. The front door features double doors where one-side is left unlocked for customer access, which manually opens inwards. The second door can be unlocked on request for wider access on request. Each of these doors have an access width of 740mm (29 inches) for a combined access of 1480mm (58 inches)

There is a very slight threshold about 8mm high between the brick-weave outside pavement and the internal floors of the showroom, however the external brick weave and internal floors are level. The showroom has a mix of hard floors (ceramic tiles, Altro safety flooring and Karndean vinyl). There are dark entrance mats inside the front doors and in front of the main counter and a circular section of dark grey Karndean vinyl in the centre of the showroom that may be perceived as a hole, if visually impaired.

We do not have a publicly available toilet facility.

We do not have publicly available toilet facilities or baby changing facilities, however a wide access toilet can be made available in an emergency, but please be aware that it does not have disabled facilities.

You can cancel your order without giving any reason as long as we have not despatched the order or notified you of the despatch from our warehouse within 14 days of placing your order. You may submit your cancellation request by using the form below and our customer services team will notify you if this has been successfully undertaken for you. We may still be able to cancel your order, even if we have notified you that it has been despatched providing your order has not been collected by our delivery partners.

If your order has not been despatched or you have not yet been notified of a despatch and you have checked your order history using the help information about Where's my order?, you can cancel your order on our Cancelling An Order page.

If you are not returned back to our website and don't see an order confirmation with the heading THANK YOU FOR YOUR ORDER and your order did not return from the Lloyds Cardnet (card payments) or PayPal payment processing pages, then there may be an authorisation issue. Whilst this doesn't always affect your payment i.e., we do actually receive the payment, it results in the order not being finalised on our website.

The first thing to do is DON'T PANIC, we can check for your transaction and retrieve your order, but this sometimes may not always be spotted immediately, so may slightly delay the processing of your order.

This authorisation error can sometimes be caused by virtual wallet systems such as Apple Pay or Google Pay as they use a slightly different authorisation system due to the fact they are using virtual card details in place of your actual card details

If you believe you have been affected by this issue, please contact us and let us know the date and value of your order and we can look into this further for you.

Your order goes through a number of stages as we process your order and despatch it out to you. At each stage your order is updated to one of the statuses below, you will receive a confirmation email for your information. These statuses are:

• Card Payment Authorised - means that your card payment was successfully processed and your order is waiting for further processing by our warehouse team


• PayPal Payment Authorised - means that your PayPal payment was successfully processed and your order is waiting for further processing by our warehouse team


• Order Received - In Stock - means that all of the items on your order are in stock and your order has been selected by our warehouse for picking & packing


• Order Received - Stock Due Soon - means that some or all of the items on your order may not be in stock and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order


• Order Delayed - means that some or all of the items on your order may not be in stock or there was an issue found with something you have ordered, and whilst your order has been selected by our warehouse for picking & packing, it will be slightly delayed whilst we wait for fresh stock to arrive from our suppliers to fulfil your entire order or we have rectified the issue affecting your order


• Order Paused - Under Review - means that we have identified an issue with your order such as an incorrect post code or telephone number for example and have contacted you and requested more information. Once we have received the additional information we have requested, your order status will change to reflect your response


• Order Cancelled - By Request - means that we have received your order cancellation request and are processing this for you. Once completed we will issue a full refund for your order


• Order Cancelled - Order Issue - means that we have cancelled your order because their is an issue with your order such as an address discrepancy or if there is an issue with a product e.g., there is a supply issue or the product has been discontinued. We will cancel your order and issue an immediate refund for your order


• Order Amended - means that we have either made changes to your order at your request or we have made a change to your details as a result of a request for more information from you. Once amended, your order status will change to reflect any changes


• Order Refunded - means that we have issued some form of refund (either full or partial) for your order as a result of a cancellation request, an amendment to the order or we have received returned items for this order


• Your Order Has Shipped - means that your order has been booked for collection with our delivery partners and will be collected that day. Within the body of the email you receive, you should find a delivery tracking link for you to follow the progress of your order with our delivery partner


• Your Order Is Ready To Collect - means that if you have chosen the click and collect delivery option, then your order is waiting for you and is ready to collect from our store

If you want to check the status of you order, but you can't find the email we have sent you, don't worry, there are other ways to find out the status of your order depending on whether you ordered using an account or you checked out as a guest.

IF YOU CHECKED OUT USING AN ACCOUNT
In your Account Hub, you can click on the "View your order history" button and click on the eye icon for the order you wish to check on. At the bottom of the order summary, there is a section headed ORDER HISTRORY. Your order statuses will be displayed here along with any comments we have made to you, if applicable. The statuses are sorted top to bottom from the oldest (top) to the most recent (bottom)

IF YOU CHECKED OUT AS A GUEST
You can still access your order information, however it is done in a slightly different way. You will need to request the order history from our website and our system will send you a link for you to access your orders information. At the bottom of the order summary, there is a section headed ORDER HISTRORY. Your order statuses will be displayed here along with any comments we have made to you, if applicable. The statuses are sorted top to bottom from the oldest (top) to the most recent (bottom)

If you’re not in when our delivery partner tries to deliver your order, and they were not instructed to leave them in a safe secure place, they will leave a calling card notifying you of the time the delivery was attempted. A Delivery will be attempted three times before the parcel is returned back to us.

Unfortunately our delivery partners do charge us to do this, so once your order has been returned back to us, we will issue a refund for your missed order but deduct the cost of the return back to us from the final refund amount.

As we do not export products outside of the United Kingdom, so you are not able to have orders delivered outside of the United Kingdom.

That is generally not a problem, however there is legislation in place for PSD2 Strong Customer Authentication that you need to be aware of. In 2022 a law was passed with the sole intention of making online payments safer and more secure. As a result, DO NOT CHANGE your payment address details, these must match the details your bank, card provider or PayPal have stored for your chosen payment method.

If you want to add a delivery address, this can be undertaken in one of two ways, depending on which method suits your requirements.

Method 1 - You either have an existing account or would like to create a new account

This method is best if you want to store your alternative delivery address for future orders. To do this, just follow the instructions below.

1. If you are not already logged in to your account or need to create a new account, you will need to either log in or create a new account. This can be done using the Account Dashboard.
2. Once you have either created your new account or have logged in to your existing account, in the Account Dashboard, click on the MODIFY YOUR ADDRESSES button and you can edit an existing address or add a new address depending on your preference. Make sure you DO NOT alter the address details that relate to your payment method though.
3. Add items to your order and at the checkout stage, because you are logged in, you will see a drop down box in the payment details panel. Make sure that you select the address in the payment details panel that relates to your payment method.
4. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Simply select the address created in step 2 from the drop down box and this will be the address your order will be delivered to.

Method 2 - You are either checking out as a guest or do not need to save the delivery address

This method creates a delivery address on a per order basis and does not save the address for future use even if you are an existing account customer or have created a new account.

1. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Fill in the address details you wish your order be delivered to and we will use this address to deliver your order. Your delivery address details will not be saved for future use and if you wish to use them again, you will need to re-enter them for any subsequent orders.

Our showroom and warehouse are located on an industrial estate adjacent to the Lowestoft Gateway Retail Park just 0.5 miles from the A12 the main route into and through Lowestoft itself from the south, 2.4 miles from the A146 the main route into Lowestoft from the east and 3.2 miles from the A47, the main route into Lowestoft from the north.

A team member is always available to help and assist customers however they can. Our team members are happy to take heavy items and load them into your car or van on request. We can provide seating upon request if you require it. Our showroom does not play background music.

We have ample free parking facilities on our site with concrete and gravel hardstanding, and you can park wherever is most convenient for you.

There is a drop off point as you come into the car park by the brick weave main entrance to the showroom. You can use this area to drop off passengers only, and then park in an appropriate area away from the entrance. You should not wait at the drop-off point as it is the main access route for our loading bays, which are in constant use.

Please do not use the drop-off point for unloading of items. If you need to unload your vehicle and require assistance to do this please ask a team member, they are more than happy to provide assistance.

Our showroom has a level brick weave approach to the main front door. The front door features double doors where one-side is left unlocked for customer access, which manually opens inwards. The second door can be unlocked on request for wider access on request. Each of these doors have an access width of 740mm (29 inches) for a combined access of 1480mm (58 inches)

There is a very slight threshold about 8mm high between the brick-weave outside pavement and the internal floors of the showroom, however the external brick weave and internal floors are level. The showroom has a mix of hard floors (ceramic tiles, Altro safety flooring and Karndean vinyl). There are dark entrance mats inside the front doors and in front of the main counter and a circular section of dark grey Karndean vinyl in the centre of the showroom that may be perceived as a hole, if visually impaired.

We do not have a publicly available toilet facility.

We do not have publicly available toilet facilities or baby changing facilities, however a wide access toilet can be made available in an emergency, but please be aware that it does not have disabled facilities.