Frequently Asked Questions

Here are the answers to some of the more frequently asked questions on our site. If you don't see your question, please contact our support team.

Can I place my order over the phone?

Unfortunately we cannot accept orders over the phone. For security reasons all orders need to be placed online.

Do you ship outside of the UK?

Yes, we do ship internationally. Please feel free to contact us for additional information on International orders.

Can I change my order once placed?

Once your order has been confirmed, it's not possible to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order.

How will I know my order has been dispatched?

Following receipt of your order you will receive an email confirmation to confirm receipt of your order and pre-authorised payment, which will include order details and transaction ID. Once your order has been accepted and processed we will send you a dispatch notification email confirming that your order has been dispatched.

Can I track the delivery of my order?

All orders are sent using a tracked service, and once your order has been dispatched, you will receive an email with a tracking number, which you can use to monitor the progress of the delivery online at

Please be advised that once you receive your tracking number it is your responsibility to track the progress of your parcel all the way, to know when to expect the delivery or if delivery was attempted while you were out.

What happens if I miss a delivery?

If no one is available to accept delivery at your address, and the parcel is too large to fit through your letterbox or requires a signature. The courier company will leave a calling card or a note with instructions on how to arrange redelivery or collection from your local delivery depot.

What happens if my order is returned to you?

If your parcel is returned to us due to a problem with the delivery address you supplied, or if you do not take the necessary steps to retrieve it after a failed delivery attempt or if someone at your delivery address refuses delivery. Once the parcel has been delivered back to us successfully, We will refund the purchase price minus the original postage and any other fees that may occur.

What happens if my order gets lost in the post?

If, on the rare occasion your order is lost in the post we will resend your order after 7 working days, and 21 working days for international orders.

If the first delivery has not been received after 15 working days, we then claim by the 'Lost in Post' procedure laid out by Royal Mail. If the order has been received by you we will send you an SAE to return the first delivery to us.

What type of payment methods do you accept?

Maxdelay uses WorldPay to accept all its payments. WorldPay is the industry leading internet payment company, and accepts all major credit and debit cards.

Can I have my order delivered to a different address to my payment card billing address?

Currently, to guard against online fraud, we can only deliver to the payment card registered address (i.e. the address of the card that you use to pay for your order).

We use the address as part of the identification process. If the address entered does not match the address you have with your bank or to the credit/ debit card company, the order will be cancelled.

Please complete the address field making sure you include the correct address and postcode.

Why is there a charge on my card if my order was cancelled?

When you place an order, a temporary authorization hold will be placed on your credit or debit card this just to confirm the card is valid and to ensure funds will be available if the order goes through.

Your account is not actually billed until your order is ready for dispatch, so if the order is cancelled for any reason, the hold will clear on your card.