How we help you get the support you need

We fully understand that some people prefer to do things over the phone.

If your question is important to you, it’s important to us too.

That said, the most efficient way for us to provide customers with support and answer questions is online, via email or our website contact forms.

We’re an entirely online business, with a small team spread across different roles, which makes phone support difficult to manage properly.

The thing is, there are only three of us (in-house) dealing with the day-to-day.

This not only includes answering queries, but also preparing all orders for dispatch. Some days, this is well over 100 items, so it really is all hands on deck.

How this helps us support you properly

Like many small businesses, COVID prompted us to review how we work.

We realised that a lot of support could be handled just as effectively online, without needing everyone to be in the same place at the same time.

Email allows us to share the workload properly and make sure the right person deals with each query.

By checking for new messages in between tasks, we can respond quickly without affecting our work.

Unplanned phone calls need immediate attention, which can make it harder for us to get the day-to-day done and keep orders going out on time, especially when we’re busy.

Email communication gives us a clear written record of all our contact with customers that any team member, no matter their location, can access.

Phone calls usually mean taking notes and passing information on later, which adds an extra step and slows things down.

Online queries also give us the time to properly look into an issue, do any research needed, and provide a clear and correct response.

With a phone call, we’re often on the spot, and the person taking the call may not be the best person to answer that particular question.

How to get in touch

We regularly have over 1,000 people visiting our website each day, and online contact works very well for us and for almost all of our customers.

Since first launching back in 2009, we’ve spent over 16 years replying to more than 60,000 customer questions by email.

Please get in touch using our contact form or by email at:

The majority of enquiries are answered within a few hours.