Help Page

Before contacting our customer services team you may find the answer to your query below.

How long will I have to wait for delivery?

Unless stated differently on the product page, we request that you allow 5 working days for delivery from the date of order however we have a high success rate of delivering within 3 working days and are constantly striving to improve this.

Why do I have to login in the checkout?

The login feature is for customers who have placed a previous online order and is not necessary for your first order. When you login, your address details will be pre-filled saving time. This also allows our system to carry out extra security checks to ensure your card is not being used fraudulently therefore providing a more secure shopping experience. For added security we never keep or view your card details so this cannot be pre-filled automatically.

I have not received a confirmation e-mail

All internet orders that are successful should receive an email confirming the order details. If the security settings on your account are set to high there is a possibility your confirmation e-mail will be filtered to your "Spam" or "Junk Mail" inbox. Please ensure your confirmation e-mail is not here before contacting us.

Has my order been accepted?

Orders are only confirmed as accepted once they are dispatched from our distribution centre. If there are any problems with your order we will e-mail you to advise. Please check your e-mail account for any further communications before contacting our customer services team.

I am unable to place an order and have been given a failure code.

Most order failures are due to the address details provided not matching those that your card provider has on file as your billing address. Before re-trying to order please ensure you are not trying to have your order sent to an address that is not the billing address of the card being used.

Can I have my order sent to an alternative address?

Unfortunately, for security reasons we can only dispatch orders to the card holders address. Once an address has been entered into our system and passed security procedures it cannot be changed.

Can I have my order delivered on a Saturday or a timed slot?

Unfortunately, at this time our courier service only offer a delivery service Monday to Friday. This is an all day service anytime between 8.00am & 5.30pm. If you provide a phone number with your order details you will receive an automated call 24 hours before delivery.

What if I am not in when my parcel is delivered?

Every order we send has to be signed for at the delivery address, therefore if there is no one available to receive your order when it is delivered, a card will be left with contact details to arrange a re-delivery.

The delivery cost for any order will be calculated and shown in the mini basket on the right hand side of the screen as soon as you add an item to your basket. The delivery cost shown is for UK Mainland excluding highlands and Islands of Scotland only as deliveries to other areas incur a higher cost which will be calculated in the main checkout.

What if I am unhappy with my order once delivered?

In line with the distance selling act, you have 7 days to return your order for a full refund of the product price for any reason. It is the customers responsibility to return the goods in like new condition and a re stocking fee may apply. Certain products are excluded from this due to health and safety and theses can be found in our terms and conditions.

What if my product has arrived damaged?

If you suspect that a product may have been damaged in transit when the delivery is being made, please refuse delivery and contact our customer services team for further advice. If you discover any problems with your order after delivery, please contact our customer services team at webenquiries@tjhughes.co.uk as soon as any damage is discovered.