Frequently Asked Questions

Currently we accept all major credit cards.

Yes, we accept payment via PayPal.

We aim to ship orders as soon as we possibly can, usually this will be the same day that you have placed your order. For orders where a Next Day delivery service has been selected, any order placed before 2pm Monday to Friday will be despatched to arrive the following working day. Delivery to the Highlands/Islands, Isle of Man or Northern Ireland may take 3 days. Next Day Delivery orders placed after 2pm on a Friday will be delivered the following Tuesday. This also applies to orders placed on a Saturday and Sunday. Our Carriers do not normally deliver on Saturdays or Sundays.

We are unable to deliver goods outside of the UK & NI at the moment. We apologise for any disappointment caused.

If we have any problems with your order we will contact you. Please ensure you give us as many points of contact as possible.

We will gladly exchange or refund any unused goods if you return them to us in a saleable condition within 90 days of receipt. Orders received after 30th September can be exchanged or refunded up to 31st January. Simply post your goods back to us in an unused condition, in their original packaging with any labels attached, together with a copy of your invoice and a covering letter explaining your requirements, the goods are your responsibility until they reach our warehouse. If in doubt, please call us for advice on 01768 864211.

There are 4 options for returning goods. These are 1) Return to our store in Penrith, 2) via CollectPlus where you can drop-off your parcel at your nearest CollectPlus store, 3) via DPD where you can drop-off your parcel at your nearest DPD drop-off point, or 4) via Royal Mail where you will be able to drop-off your goods at any Post Office.

Refunds and exchanges will be processed upon receipt of goods that are in re-saleable condition and accompanied by a returns note. Return postage costs are the responsibility of the customer, we regret that we cannot be held responsible for returned goods lost in transit.

We can only process refunds via the original payment method used for the purchase.

If an item is found to be faulty or damaged, please notify us immediately via phone or email and we will advise you how to proceed. Telephone: 01768 864211 or Email: sales@johnnorris.co.uk

We take Privacy and Security very seriously and we are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with our privacy statement which you can see in full by clicking this link - Privacy Policy.

We run prize draws throughout the year where we offer one or more prizes that can be won by one or more draw entrants. You can enter these prize draws by answering a simple question and providing us with your contact details. We may also offer web only promotions from time-to-time, where you will be able to purchase goods that we don't normally stock in our shop.

We have an "Account Dashboard" where you have the ability to view your orders and update your billing and shipping addresses. Visit the Account Login page and login using your email address and password.

Please contact us if you need your email address updated.

This can be done by clicking the FORGOT YOUR PASSWORD? link on the Account Login page. After you click the "Submit" button, you will receive a link to reset/change your password.

Simply click the "Forgot Your Password?" link on the Account Login page. You will then be asked to enter your email address. After you click the "Submit" button, you will receive an email which will contain a webpage link to reset your password.