Frequently Asked Questions
1. I am new to the website, how do I order online?
All the items are available from the website and can be ordered in a few very simple steps.
- From the home page, either browse to an item via the top category navigation or search for for the product in the search box
- Simply click on the item you want to buy, and select "Add to Basket" (if there are multiple variations of the same product you may need to select your desired product attributes from the drop down lists).
- At this stage you can "Continue Shopping" or finish your order and enter the payment process.
- When you are finished shopping simply select the 'Go to Basket' button. Here, you will be required to either log in or, if you do not yet have an account, you will need to register
- Firstly, confirm your billing and delivery address. Secondly, select your desired payment method - credit card or invoice. Thirdly, confirm all purchase details and submit your order.
2. I have forgotten my password?
Please go to 'Forgot your username or password?' section online, simply fill in your username and a temporary password link will be sent to your email address. If you cannot remember your username please contact the sales department.
3. I cannot login?
If you have forgotten your password please follow the steps above. If you are still experiencing problems, please contact us.
4. What do I do with my free gift or discount code?
Discount Codes: If you have a discount code please enter this whilst you are in your shopping basket in the field provided. This will automatically adjust the payment amount depending on code entered.
Free Gift Codes: If you have a free gift code then enter this in the comments box at 'Stage 2: Enter Your Details' during the checkout process.
5. I cannot locate an item on your website. What can I do?
Firstly, the best method of locating an item is to use our clever search feature. Simply enter in the name of the item or an attribute that might be found in its description and our advanced search engine will most probably find what you are looking for. Our search box can be found at the top of every page - just below our category navigation.
If you still can't find it...then we'll find it for you! Some popular products can sell out very quickly and some items can be discontinued. Call our friendly customer care team for assistance.
6. I have not received my login and password?
If you have not received your webshop login and password please contact the web team.
7. Can I shop online without a login and password?
Yes. When ordering simply leave blank the username and password field and no online account will be created
8. 'Pop ups' - paying online by credit card
When you choose to pay by credit card online, you may see a pop-up window load from your bank. New additional security checks have recently been introduced by some banks to help protect your credit cards details online. No credit card details are stored once your order has been processed.
If you have any concerns about the security features mentioned here, please contact the web team.
9. I placed an order on the website a while ago and I have not received my order?
Please contact our call centre.
10. What type of cards do you accept?
Visa, Mastercard, American Express and Eurocard. Our secure credit card transaction server uses the latest 128-bit SSL technology. No minimum order value for credit card orders. Please note payment is made at time of order.
11. I have subscribed to receive your email offers but have not yet received any?
Emails are sent weekly, so if you have not received one within this time then there is a problem with your subscription details (i.e. incorrect email address entered). For assistance please contact the web team.
12. Can I order web-based promotions through your contact centre?
Web promotions (depicted by the 'Web Offer' symbol) are exclusive to the website and are only activated when ordering online. However, if you are experiencing problems with the website we can offer alternative ways for you to order.
13. Can I purchase from KEY online although I am outside the UK?
Yes you can. Please contact our export team with your quote or enquiry. All our prices are based on delivery to UK Mainland destinations only.
14. What are your contact details?
Our full contact details including directions on how to find us can be found on our contact page.