FAQ

If you have a question that you would like to ask, just sent us an email and we will reply to your enquiry as soon as possible. Please remember we are closed at the weekends and bank holidays but we will reply to all enquires on our return to work. We normally answer emails through the week well within 24 hours, it would be unusual if you have not heard back from us within this time, so do please try again as we may well have not received your email.

 

Are all your products in stock? 

Yes, we do sell from stock here in the UK…but on the rare occasion we have a stock error, and your item is in fact out of stock, we will try our best to get in touch with you by email or phone before dispatch time.

If we are unable to get in contact with you in time, we will back order the out-of-stock item and send out the remainder of your order. If the item is not coming back into stock within 10 working days, we will refund the item and you will be notified by email.

 

If an item is out of stock, how long will it take to be available again?

If a product shows as out of stock, the item will normally be back in stock within 10 working days. If not, feel free to add your email address to the notify when back in stock button in the product page. The system will then drop you a quick email as soon as that item is available.

 

Are you buying this item as a gift?

You can send someone a gift by entering their name and address as the Delivery Address and your own card registered address as the Billing Address.

Sorry we don't have a gift-wrapping service at this time, but no price details are sent with the parcels except international consignments.

We are happy to add a note in with your parcel, just let us know in the comments box in the checkout area or drop an email in to us as soon as possible after ordering – remember to include your order number so we can pair the note up with your parcel.

 

How much is delivery? 

For the UK Mainland:

Standard Delivery is £3.99

Enhanced Delivery is £5.99

Express Delivery is £8.99

Please note: these prices are per consignment not per item. Extra charges may apply for courier deliveries to Central London, offshore UK destinations and for the Scottish Highlands. For Northern Ireland, Highlands and UK Islands we have a Royal Mail standard parcel option but on all items over 1.1m extra charges will be shown in checkout.

Heavier or items too large or expensive to be sent by Standard Delivery will be upgraded to courier.

International services costs vary by country and the service options and charges will be shown at checkout. Items too long or too heavy to be sent by small packet airmail will be sent by DHL.

Please note; For International Deliveries, Naysmith Ltd is not responsible for any duties or charges to be paid to the receiving country's Custom Officials. These must be paid for by the customer. If a parcel is returned to us because of non-payment of duties, then the order will be refunded less the return delivery charge made by the courier

 

Is it possible to let me know when my parcel will be delivered?

Yes, please include your mobile number and the Royal Mail and Parcelforce will let you know when to expect their parcel. DHL will also send you delivery notifications and full tracking.

 

What types of payment do you accept?

If you choose to pay by credit or with a debit card. You will be transferred to the Braintree secure server gateway, where your card details will be taken for payment. All transactions are then dealt with by Braintree, unless you have chosen to pay through PayPal, you don't need a PayPal account to pay via PayPal. We accept payments via MasterCard, Visa, Visa Debit Maestro, American Express (through PayPal). We can also now accept ApplePay and GooglePay.

 

When will my order be delivered?         

We are currently dispatching orders received before 1pm on the same working day, otherwise they are despatched the following working day on receipt of payment. Please note we are closed at the weekend and Bank Holidays.

Standard Service generally takes 3 to 5 working days.

Enhanced Service takes 1 to 2 working days for UK mainland, 2 to 3 working days for Scottish Highlands and Islands, UK Islands and Northern Island.

Express Delivery Service is a next working day delivery service but please see the service page for any updates/delays in your area. If you desperately need the item next day delivery, please call us as early as possible in the morning to discuss your options.

Airmail International Signed For will take 5 to 15 working days.

DHL International will take 1 - 10 days depending on location.

Please remember: We are not liable for any delays or duty/import charges that may be levied at Customs.

 

What happens when I’m not in to accept a delivery?

Parcelforce does not deliver on Saturdays. If you are out when the courier calls, they will leave a card with their contact details to arrange redelivery or collection. Two extra deliveries will be attempted, if these also fail or if you do not contact your local depot your parcel will be held for 5 working days before being returned.

For Royal Mail deliveries, a safe place notice can be added to your order. The order can be left in a secure location i.e. porch or greenhouse, but this is done at the customers own risk. Notes to leave by front door or over the gate, will be deleted unless you are in a secluded area. Please note that larger or more expensive items will require a signature on delivery but can be left with neighbours if suitable.

 

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