Minimum Order Spend Of £15 | FREE Standard Delivery On Orders Over £30

Helpdesk / FAQ's

Please select the subject below and click for more information.
  • Where are you based?

    We are based in Linthwaite, in Huddersfield.

    Our third party distributor, who are part of the Thornton & Ross group, are BSMW and are based in Stockport.

  • How can I contact you?

    You can contact us via email, telephone or through our helpdesk query page:

    Email Address: (If you do not receive a response within 24 hours please check that you have sent it to the correct address)

    Telephone Number: 07747567065(PLEASE NOTE: Our phone system cannot except calls from withheld numbers, so if you cannot get through please email us.)

    You can also fill in a helpdesk query on our 'Contact us' page and we shall respond to you via email.

    Our office hours are between 9am-5pm, Monday-Friday, so please note if you do send a query on a Saturday or Sunday, this shall be picked up the next working day. (Excluding Bank Holidays)

  • Company Details

    Company Name: Thornton & Ross
    Company Registration Number: 185947
    Company VAT Number: 214763220

    Company Trading Address:

    Thornton and Ross,
    West Yorkshire,
    HD7 5QH

  • What should I do if I have forgotten my password?

    Don't worry if you have forgotten your password! Simply click the 'Forgotten Password?' link next to the log in section and follow the instructions. Please don't hesitate to contact us if you continue to experience any problems.

  • Why am I experiencing problems when entering my card details?

    Firstly, make sure you have input the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please us the contact form on the help page to submit details of any error messages received and we will investigate further.

  • How do I update my details online?

    If you're a registered customer once you've logged in you can use the 'My account' section of the site to update your personal details including:

    • Your email address
    • Your password
    • Your name
    • Your address book

  • I am having trouble logging in, what do I do?

    • Check the spelling of your email address as well as your password - passwords are case sensitive.

    • Forgotten your password? Click on the 'login / register' link and then the 'forgot password'.
    • Type in your email address then click 'submit'. We will send you an email with a link to reset your password, you will have 24 hours to action this before it expires.
    If you have any problems at this stage please contact our Customer Service team, see the 'contact us' section of the site for more details.

    • Once you have received your new password email, click the 'change password' link. Enter your new password into the appropriate field and enter it again to confirm.

    • Click 'submit' to change your password. You'll then be logged into your account and we'll send you a second email to confirm your details have been updated.

  • Is it safe to enter my debit/credit card online?

    At Thornton & Ross we understand that security when shopping online is essential. That is why the second you enter the order process, every piece of information that is transferred between you and us is 128 bit encrypted using SSL encryption.     

    All our transactions are processed using SagePay or PayPal. We do not see and therefore do not store any card details.

  • I would like to return a product?

    We want to make sure that you are completely satisfied with your purchase. Therefore we offer a '14 Day Returns Policy' so you can send any unwanted items back to us (within 14 days of the delivery date) and without any queries we will refund the cost of your items. The returns process is simple:

    If the item is faulty/damaged or you have received the incorrect item please contact us on 07747567065 or email

    *Please note that for any unwanted returns or exchanges the item will need to be returned to us in its original packaging and in a saleable condition.

    We can only refund or exchange items which are returned in the same saleable condition in which they were despatched.


  • How much do you charge for delivery?

    We offer delivery throughout the United Kingdom.

    UK Mainland Shipping Options Cost

    Standard Delivery (Estimated 3 - 5 working days) - £3.99

    Express Day Delivery, Mon - Fri (Estimated 2 - 3 working days) - £4.50


    UK (Not Mainland) Shipping Costs

    Northern Ireland - Standard Delivery (Estimated 3 - 5 working days) £5.62 

    Scottish Highlands & Islands - Standard Delivery (Estimated 3 - 5 working days) - £5.23 


    Channel Islands- Standard Delivery (Estimated 3 - 5 working days) - £10.62 

    These delivery options should take 3 - 5 working days, occasionally this can take a little longer so please allow 10 working days before contacting out Customer Service department. We generally use Hermes for most deliveries, which is a trackable service. Tracking information will be provided upon dispatch.




  • When will my order be dispatched?

    We will do our best to dispatch any orders received before 3pm Monday to Friday on the same working day. Any order received after 3pm will be dispatched the following working day (this includes next day services). Any orders received on a weekend will be dispatched on the following Monday (excluding Bank Holidays).

  • My order has not arrived?

    Arrival times are shown as a guideline only. If you do not receive your order within the time frame stated please contact us so we can look in to it for you. Once we have dispatched an item it is in the hands of our couriers, this means we have to adhere to their policies and procedures.

    Items are not considered to be lost in transit until 15 days after the dispatch date. Once the 15 day has passed we will either refund or replace the lost item. You may be required to complete a claims form so we can be reimbursed for the cost of the item from the Courier.

    We cannot except any responsibility for incorrectly entered addresses or if our Couriers are unable to deliver to your address and any other situations beyond our control.

  • How long will it take for my order to arrive?

    ***Arrival times shown as a guideline only. If you do not receive your order within the time frame stated please contact us so we can look into it for you.***

    Standard Delivery (£2.99)  - You can expect delivery within 3-5 working days. Although sometimes it does take a little longer. 
    Express Delivery (£4.50) - You can expect delivery within 2-3 working days. Although sometimes it does take a little longer.

  • What do I do if my promotional code doesn't work?

    Certain promotional codes are single use only, so once redeemed the code cannot be used again.

    However, if you believe that your promotional code should be working please check the following:

    • Has your promotional code expired?
    • Is your promotional code applicable for the product(s) you're purchasing?
    • Certain products are exempt from promotion codes
    • Have you reached the required spend threshold, if applicable?
    • Have you entered your promotional code in the correct box in the checkout and clicked on 'Update basket'?
    • Have you entered your promotional code correctly? All codes are case sensitive.

    If the promotion code is still not working please contact the Customer Service team using the link on the contact us page.

  • How do I place my first order?

    Select the product you want, next click the add to basket button and follow the simple checkout process to the end making sure you fill in as many details as possible.

    After the order is placed we will dispatch your order within 24 hours (Excluding Saturdays, Sundays and bank holidays). You can choose which delivery option you would prefer, if you choose Standard Deliver Option you can expect to receive your item typically in 3-5 working days. If you choose Next Delivery you can expect to receive your item typically the next working days.

  • How can I place a new order (I am a returning customer)?

    If you are a returning customer, your online ordering is easier. Just login to your account, select the product you wish to order and click the checkout button.

    (If you do not remember your user name or password, you can use the "Forgotten Your Password" link to obtain this.)