Help

If you are experiencing problems with our web site, you may be able to find the solution here.

Why has your site changed again?

Recently a change of system brought us a beautiful new website with a wealth of useful features and extra functionality. Unfortunately the company that supplied this system to us went into administration so without the support to help us overcome some inherent problems, we must return to our previous website.

What does this mean for me?

We had many happy users of our previous website so you should be able to continue ordering from us as you used to. However we don’t have as much functionality with this site so some features you may have got used to, such as the ‘shop by concern’ categories, are no longer present. We hope to bring these back as soon as possible.

You will also not be able to see your order history online for any orders placed between September 22nd 2011 and January 4th 2012.

If you wish to find out anything about orders in this period, please call our customer care team on 01403 740350 and they will be able to check for you.

What’s happening with Green Points?

You will continue earning Green Points with every order you place. In spring 2012 we plan for a new version of the website to be launched that will allow you to redeem the points you have earned. Until then, the points will simply accrue in your account.

Read more about Green Points

Will I still be able to log in using my old details?

You will be able to continue using the same email address and password to log in that you have used up until now. If you have forgotten your details or are having difficulty logging in, please either reset your password or call us on 01403 740350 .

Should this website work in my browser?

Our website has been tested and found to work in the following browsers:

• Internet Explorer 7 onwards. The site does work in Internet Explorer 6 but you may experience some graphics funnies!
• Firefox. All versions as far as we are aware.
• Google Chrome. All versions as far as we are aware.
• Safari version 3 onwards.
• Opera 10.5

If your browser is not in this list, there is still a good chance that it will work but if you are having trouble we would suggest you try one of the browsers above.

Common problems

The most common problems that occur are losing items from the basket and not being able to log in. This is usually down to Cookies not being enabled for your web browser.

If cookies are not enabled you will not be able to use our web site. Cookies are required so that the web site knows you are logged on and can remember what you have placed in your basket.

To enable Cookies, make sure your browser is the active window and press the F1 key. This should bring up the help for your browser. Search for Cookies and follow the steps to make sure they are enabled.

If your Cookies are enabled but you are still having a problem, you may need to delete them so that you get a new up-to-date version placed on your computer (don't worry, this happens automatically). Again pressing the F1 key and searching for cookies should bring up the instructions relevant to the browser you are using.

Finally, you may have some anti-virus software or a firewall that is blocking Cookies. Please consult your documentation to make sure Cookies are enabled.