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.
You can contact us via email, telephone or through our helpdesk query page:
Email Address: firstname.lastname@example.org (If you do not receive a response within 24 hours please check that you have sent it to the correct address)
Telephone Number: 01484 848200 (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 Name: Thornton & Ross
Company Registration Number: 185947
Company VAT Number: 214763220
Company Trading Address:
Thornton and Ross,
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.
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.
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
• 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.
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.
For added account security, once you register with us to purchase, we will send you a password for your account via email, which will allow you access to your account and here you can update your password to something more memorable.
If you do not receive an email, please check your junk mailbox or contact us on 01484 848200 or by email at email@example.com
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 01484 848200 or email firstname.lastname@example.org.
*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.
We offer delivery throughout the United Kingdom.
We offer FREE standard delivery on orders over £20. This delivery option should take 2 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.
Here is a list of all the appropriate shipping charges:
UK Mainland Shipping Options Cost
FREE Standard Delivery on orders over £20.
Standard Delivery (Estimated 2 working days) - £2.99
Next Day Delivery, Mon - Fri (Order before 3pm Mon - Fri) - £4.50
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).
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.
***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.***
24 Hour Delivery (£1.00) - You can expect delivery within 1-3 working days. Although sometimes it does take a little longer.
48 Hour Delivery (FREE) - You can expect delivery within 2-4 working days. Although sometimes it does take a little longer.
DPD Next Day (£6.95) - Delivered next day between 9am-6pm (Signature required)
DPD Saturday Delivery (Order before 3pm Friday) (£8.00) - Delivery on the specified Saturday between 9am-6pm (Signature required)
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.
Unfortunately, we are unable to manually enter discounts after the order has been completed.
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 24 hour delivery you can expect to receive your item typically in 1-3 working days. If you choose 48 hour delivery you can expect to receive you item typically in 2-4 working days.
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.)