How Will I Know If You
successfully placed
my order?
Once you have placed your order, you should receive a confirmation email within a few hours. Please check your junk/spam/promotions if it’s missing.
Alternatively, you can log in to MY ACCOUNT and check your order status. If your order is there, it means you have successfully placed your order.
How do I place my first order?
Select products you would like to purchase by clicking the green add to basket button.
Once you have selected all your items, click on the shopping basket icon (in the top right-hand corner) to ‘Checkout’.
Verify your order and add a discount code if applicable, then proceed by clicking on ‘checkout’.
Login if you are a retuning customer. If you are a new customer enter your personal information such as your billing and shipping address. Please tick the box if you’d like to sign up to our newsletter and/or donate to the Billy Chip charity, helping the homeless.
Add your payment details (card or Paypal) and don’t forget to tick ‘I have read and agree to the website terms and conditions’. Click ‘place order’.
Once your order has been place you’ll be directed to a confirmation page on our website, followed by a confirmation email.
Order Information
Can I change my order?
As you cannot change or cancel orders yourself, please contact us ASAP. We will pick up any requests during office hours, by which time your order may have been already processed.
Can I send my order as a gift?
Yes, you can send your package directly to an alternative address as our receipts do not show prices.
Can I get an invoice for my order?
My account -> Orders -> Invoice
Packaging
We use cardboard boxes for shipping, and protect your items using Biofil, an environmentally friendly material made using corn starch that dissolves in water. Very occasionally, we may use bubble wrap on a particular glass item we know does not travel well. However, we are looking into alternatives.
Online Delivery & Returns
Which carrier do you use to send your parcels?
We generally use Royal Mail to send our parcels however, but for larger order (+2kg) we use a courier. Unfortunately, we do not have tracking for Royal Mail.
How much does delivery cost?
Standard UK Delivery is £2.50 (Free when you spend over £30, automatically applied in the checkout).
How long does delivery take?
Our standard delivery generally takes up to 3-5 workings days*. Please note we do not process order on weekends or bank holidays.
*Please understand that due to the current pandemic orders can take a little bit longer.
When will my order be dispatched?
We dispatch orders twice a day (Monday to Friday).
My order has arrived damaged, what are my options?
If you’re items are damaged or faulty please contact us with your name, date of order and order number. We will do our best to resolve the issue.
