Frequently Asked Questions

Your Order

• Where's My Stuff?

  Most will be delivered within 1-2 days of dispatch but please allow 7 working days (especially during the busy seasons).

  In the unlikely event that your item(s) do not arrive then please contact us here and will shall track down and resolve your delivery.

• How do I cancel my order?

  If you have not received a dispatch notification email, then we can cancel your order and a full refund will be issued.

  Please contact us here and notify us that you wish to cancel your order.

• Can I add items to an existing order?

  Unfortunately, you cannot add additional items to your order once it has been placed.

  If you wish to purchase additional items, then please place a separate order.

• Item’s are missing from my order, what should I do?

  Some orders are dispatched in multiple packages to allow us to optimise our dispatch times.

  If you have not received all items in your order within 7 working days of dispatch, then please notify us and we shall track down and resolve your delivery.

• Do you send Invoices with parcels?

  We do not include anything to do with prices in the delivery, just a delivery note listing the items in the order.

  If you require an invoice, then please let know by contacting us here.

Postage

• What are your UK delivery options?

  We currently charge a £2.95 (1 to 2 business days) delivery fee. This fee includes costs for postage & packaging. 

  Upon receiving your order with assess the weight, value of the items ordered and delivery location and then dispatch them using either: Royal Mail, Royal Mail Tracked, ParcelForce or UPS.

• Do you ship to BFPO addresses?

  Yes

• Do you ship internationally?

  Currently, we do not ship outside of the UK.

Returns & Refunds

• How do I return my order?

  If you wish to return an item(s) then please contact us here to arrange a return.

  Note, please read our Returns Policy for full details of what items can be returned and limitations.

• Can I return personalised items?

  Unfortunately, we do not accept the returns of personalised items.

  Please read our Returns Policy for full details of what items can be returned and limitations.

• How long does to process refunds?

  All refunds are processed as soon as we receive returned items or have agreed with you a reason why a refund will be issued.

  Upon processing a refund, we instruct our payment provider to submit refunds back onto the card or payment method you used at checkout. Refunds will normally show back in your account within 5-10 business days

Payments

• What payment methods do you accept?

  We currently accept payments using either Visa, Mastercard, Maestro, Amex or PayPal.

• What currencies can I use?

  Currently we only accept Pound Sterling (£) for orders placed on our website.

• Is ONTRAD secure?

  Yes. We have full SSL encryption installed on our website.

  All payments are fully encrypted and made through our Payment Providers secure portal which has full Level 1 PCI DSS compliant certification.

  We do not store any card details or have any access to those details.

Account

• I’ve forgotten my password, how do I reset it?

  It happens sometimes! Please click here to reset your account password.

• How do I manage my delivery addresses?

  If you have registered for an account with us, then you can manage all of your delivery addresses by login into your account and clicking on the View Addresses button displayed. From here you can add, edit or delete your delivery addresses.