It's easy to contact us if you need product advice or require assistance after placing an order.
Our email address is firstname.lastname@example.org.
You can phone us FREE (UK only) on 0800 999 2 SHQ (0800 999 2 747). If you're outside the UK please call +44 1462 677970.
We're generally here from 9am to 5pm UK time (GMT). Outside office hours please feel free to leave a message and we will get back to you.
Our postal address is Stockings HQ, 23 Woodside Industrial Park, Letchworth Garden City, Hertfordshire, SG6 1LA, UK.
We endeavour to respond to all queries within 48 hours.
Here are some of the questions we get asked most often. It's a living list, so if you have something you think we should add, please let us know!
What is your returns policy?
You can return anything you buy for a full refund or exchange at any time within 60 days of delivery. Products should be returned in an as-new condition in their original packaging in case we need to return them to the manufacturer.
In addition, we will happily exchange or refund any product that is defective, or that you return unopened in its original condition at any time within 12 months of the order being placed.
All you have to do is return the item with a note of your order number (a copy of the invoice would be ideal) and clear instructions of whether you want a refund or exchange - and if so what you would like us to send you instead.
The returns address is: Returns Department, Stockings HQ, 23 Woodside Industrial Park, Letchworth Garden City, Hertfordshire, SG61LA, UK.
How can I pay for an order?
We accept payments in three currencies British Pounds (GBP), US Dollars and Euros. If you're outside those regions don't worry - just choose GBP and your card company will do the rest.
We accept Visa, Mastercard, Eurocard, Visa Debit, Visa Electron, Maestro, American Express, Solo, Delta and JCB cards. We also accept PayPal and Amazon Payments so if you have a PayPal or Amazon account you can choose those options on the checkout page.
If all else fails, we can also accept orders by cheque or in person at the warehouse. If you're sending a cheque, please ensure you check current prices and availability on the site first or call us on 01462 677970.
I'm outside the UK. Do I have to pay sales tax (VAT)?
VAT is included in the price for orders sent to the UK and countries in the European Union. VAT is NOT charged on orders sent to the Channel Islands and countries outside the EU. However, if you live outside the EU there is a small chance you may instead be required to pay import duty when the parcel is delivered. That will be collected locally by your postman. There is no import duty for customers within the EU.
How long will my order take?
In general we try to send all orders within 24 hours, although during promotional periods it can get a bit hectic. If your order is urgent, please let us know. Standard UK orders are normally delivered within 2-3 days, but express options are available on the checkout page. Europe takes about three days, while the rest or the world takes five or six.
Can I order by phone?
Yes. The phone number is 01462 677970.
What is printed on the packaging?
Nothing. All orders are sent in plain envelopes. The return address is stated as Pure Fiction Media as that is our registered company name.
Can I get an order sent to an address other than home?
Yes. Just state the details on the order form.
Is your web site secure?
Yes. Payments are handled on our behalf by Secure Trading with industry leading encryption and security. Internally, all paperwork with customers' details is shredded before ever being discarded. We are fully PCI compliant as verified by the independent monitoring company Security Metrics.
Can I visit the warehouse?
Yes, please do. All you have to do is call first to let us know you're coming. We're close to junction 9 of the A1. The full address is at the top of the page.
What will appear on my card statement?
Pure Fiction Media SHQ.
Why is the company called Pure Fiction Media Ltd?
Our first web site, Pure Fiction, was about bestselling novels and how to write them. The company was registered in 1997 and morphed from there to where we are today. Sadly the old Pure Fiction site is no longer maintained as we could never find the time to do it justice.
Do you have a wholesale price list?
Yes. If you're a bone fide trade customer, please contact us for details.
Do you offer a drop shipping programme?
Not yet but it is under active consideration and we hope to have one in due course.