Frequently Asked Questions

What should I do if I have received a faulty/ misdescribed item?
If the item you received is faulty/ misdescribed, please contact our Web Customer Service Team on quoting your order number, your name and address, details of the product and the faults/ misdescribed elements. We will then advise you on how to proceed with the product return. 

You have 14 days from receipt of the faulty item to return it to us. 

What should I do if I received the wrong item?
If the item you received is not what you originally ordered, please contact customer care on Please quote your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the product return and will dispatch the correct product when the incorrect product has been received at the distribution centre. 

The item I received is a different colour to the item in the photograph, what should I do?
Whilst we always try to give accurate representation of colour in a photograph, it is not always possible to reproduce colours exactly. If you are unhappy with the product, please follow the returns procedure.

I am having problems making a payment, what should I do?
When entering your card details please ensure that you have done the following: 
•    You have entered the correct card type (eg Mastercard, Visa, Maestro).
•    You have entered the card number correctly (the card number is the longest number shown on the front of the card).
•    You have used the cardholder’s name as shown on the front of the card.
•    Your billing address matches the address where your card is registered.
•    You have entered the expiry date and valid-from date correctly.
•    You have entered the issue number if you are using a Maestro card. If your Maestro card has no issue number then leave the field blank.
If for any reason you continue to have problems contact our Online Shop Customer Service Team at

Why do I need to enter my email address?
The Tony Pryce Retail Ltd Online Shop uses your email address to contact you regarding the progress of your order.

All communication from the Online Shop will be sent to you via your email address.
This is the address your registration will be based on, if you have chosen to create an account.

What happens if I forget my password?
If you forget your password click here or go to the log in pages and click the “forgotten your password” button.

You will be asked to enter your email address.

We will then email you a new password.

When you log in again you may want to change the password immediately as a security measure.

Will I receive order updates? 
We will email you when your order has been received and when your order has been dispatched.

You will also receive updates from the courier company which will provide you with a one hour time slot of when your goods will be delivered.

If you have any further queries regarding your order please contact the Online Shop Customer Service Team at

What delivery options are available?
For more information about deliveries, please visit our deliveries page.

Where does the Online Shop deliver to?
The Tony Pryce Retail Ltd Online Shop delivers to England, Scotland, Wales and Northern Ireland. We are looking into shipping outside these areas in the near future and will announce this service when it becomes available.

I can’t find the desired products in the Online Shop, what should I do?
It is likely the products are either out of stock or are not available online.

Visit the store locator on our website and call the store nearest to you with the product name; they might have it in stock for you to collect. If it is in stock, they can hold it for you for 48 hours.

Alternatively contact our Web Customer Service Team at

Can I place an order online and collect it from a store?
Yes you can. When you reach the Checkout page, you will be given the opportunity to ‘Click and Collect’. You can select your preferred store, pay online and collect your goods when you receive email notification. Further details can be found on our returns page.

What is Tony Pryce Retail Ltd's return policy?
Please view our returns page for more information. 

How long will it take to receive a refund if I have returned an item?
You will normally receive your refund within 3-5 working days from receipt of your return confirmation email.

For more information on returns please see our returns page.

How can I resolve a problem with my order?
By contacting our Web Customer Service Team at

Outside of these hours you can leave a message with your telephone number on the voice mail and your enquiry will be responded to as quickly as possible.

Please be aware that we do not operate on bank holidays. We will endeavour to answer any calls or emails as soon as possible outside of bank holidays times.

I have a promotion code, how and where can I use this?
You can use the promotion code on all items except sales items.

Once you are ready to Checkout click the ‘Got a Discount Code? Click here to apply it’ text and enter the code. The discount will automatically be deducted from your order total.

I have an online Gift Voucher, how and where can I use this?

This works in the same way as a voucher code. You will receive an email telling you someone has purchased a gift voucher for you. The email will contain a code which you will need to type in the 'Got a Discount Code?' area. The discount will then automatically be taken off the total at the checkout.

I would like a product that is not displayed on your website, can you get it in stock?

If you give us a call or drop us a message detailing what you would like, we can look to see if it is in one of our stores or find out if/when we are expecting it in stock.

If we do not normally stock the item, we may be able to special order the item in for you from one of suppliers. We will advise you on if this is possible and how long it may take.