Frequently Asked Questions
If you can't find the answer you're looking for, please contact us for more info.
We accept payments by Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and PayPal.
Is it safe to order online?
We've spent a lot of time making sure that your details and payments are secure. Payments are processed via the "Verified by Visa" and "Secure by Mastercard" systems and are handled in a secure server. We use industry standard encryption for all of our sensitive information so you can feel free to browse and shop with complete confidence.
Unfortunately once your order has been placed we will not be able to change anything, as we will have already started to process your items. If you are unhappy with your purchase, items can be returned once you receive them. Please contact us or see our Returns Policy
for more information.
Once your order has been placed, you will receive a confirmation message in the checkout. You will also receive an order confirmation email from us (this can take up to 30 mins to arrive). Please also check your Junk Mail folder if you have not received the email. You will receive a second email when your order is shipped.
Unfortunately, we are not able to process exchanges at this stage. If you would like to return your item please see our Returns Policy
for more info.
Once you click to confirm your order on the final checkout page, we will notify your card issuer to process payment immediately. You will receive a confirmation once payment is complete. Your card issuer may occasionally contact you if there are any queries with your payment.
This is the 3D secure system that some card issuers use for additional security. If you have forgotten your 3D secure password, or have any issues setting this up, please contact your card issuer or bank for assistance.
For UK and Republic of Ireland orders, you can return your item(s) within 14 days from receipt of goods. For international orders, you can return item(s) within 7 days of receipt of goods. To be eligible for a refund, your item must be returned unused and in the same condition that you received it. It must also be in the original packaging, including tags.
We're sorry but at this stage we are not able to offer pre-paid returns envelopes; returns must be made at your own cost. Please return using a standard tracked delivery service (Royal Mail is usually the cheapest in the UK).
To be eligible for a refund, your item must be returned unused
and in the same condition
that you received it. It must also be in the original packaging, including tags.
1. Contact us with the reason for return. You will also need to provide the order number, email address used to order, your name, address and contact details.
2. Carefully package the item and return to the address below.
3. Once the item has been received in its original state, we will issue a refund within 28 days.
Please send items by registered/tracked or 'sign for' post to: Meisie, Newport Road, Llantarnam, Cwmbran, NP443AF, UK. To complete your return, please include a copy of the original invoice and clearly mark the reason for return.
Yes, we will refund the initial order delivery charge for your items in accordance with the Distance Selling regulations.
We're sorry to hear that your item wasn't quite right. Please send us a message
with your order ID, email address used to place the order, description of the error and any further info. We'll get back to you as soon as possible and guide you through the return process.
Yes, from time to time we offer discount codes and these can be entered in the checkout to get a percentage off your order, or even free shipping.
Once you enter the checkout system there is an option to enter the discount code. Only one code can be used per order.
Unfortunately, once your order is placed we cannot apply discount codes to your total.
PRODUCT INFO AND STOCK
Of course! We are more than happy to provide as much info as you need, simply contact us
and we will be happy to help.
We will always try to keep stock levels as high as possible to avoid disappointment, however from time to time some items will sell out due to unforeseen circumstances. Items will usually be back in stock after a few days, please check back or contact us if you'd like to pre-order.
Simply click "login" in the top menu bar of each page. Under the 'Email address' and 'Password' entry is a "Forgotten password" link where you can enter your email address and we will send a link to reset your password.
If you're having difficulty with your payment information you should contact your bank or card issuer in the first instance. Occasionally there may be an error with our checkout system, if you think this is the case then please contact us
and copy in any error messages or notifications displayed. Please DO NOT send your payment info to us.
Simply click the "unsubscribe" link at the bottom of the email and we'll take care of the rest.
We're currently working on an automated pre-order system, however in the meantime feel free to contact us
and we'll be happy to take orders for out of stock or "coming soon" items.
For now we're quite happy as an online retailer, but who knows what the future will bring? Sign up to our newsletter (see below) for updates and offers and who knows, maybe one day we'll be announcing a shiny new shop.
In your shopping basket is the option to donate to our chosen charities.
We've spent a long time considering four worthy causes and as well as any donations received in the checkout, we will donate a portion of our profits each year. We feel it is important to give as much back to our human and animal friends as possible.