Frequently Asked Questions

We will send you a dispatch email once your items are with our courier. If you have not had this email, please assume that your order has not left our warehouse. As an extra tip for when your order will arrive: if you receive the dispatch email before 3pm, you should get your order the next working day. If your email arrives later than this, you can expect your order within two working days.

At times, to allow our customers to continue with any projects they are working on, If we do not have everything in stock we may send out partial orders. This is to prevent the entire order being held up by a few items we are waiting on coming in. All other items will be sent as soon as they become available. If your dispatch email lists the missing items as shipped, please email [email protected] with your order number and the product code. We will investigate this for you.

We are sorry to hear your order has arrived to you damaged. All of our products are checked upon packaging and leaving our warehouse. We offer a no quibble replacement policy on all damages reported to us within 48 hours of the delivery. If damages are noticed at the time of delivery please sign for the order as damaged or if the damage is substantial you can refuse the delivery. Please make note of the batch numbers where applicable, then provide photographs of all damages to [email protected], we will then arrange for the damaged goods to be collected, once they have been collected they will then be replaced. Magden will not accept responsibility for damaged goods once the items have been used, this applies to all items including those sold in pack quantities. We recommend not using any goods until you are completely satisfied with your order, as any goods used are accepted by the customer.

Not to worry! Please note down your original order number, go online and place another order for the missing items, then selecting shipping option 'branch collection'. When you are asked for any additional order comments during checkout please write 'order to be shipped with [your original order number]'. Please note that this can only be done provided that order has not been marked as completed in your 'My Account'. Next day delivery orders cannot be amended nor can any additional items added. Any additional items added to any order will reset the shipping to 5 working days from the date the order is amended.

This can only be done within 24 hours of placing your order. Shipping address requests can only be taken by calling us, and not via email.

We do accept returns, please see our returns section for full instructions. Please note that we do not arrange returns couriers and online orders can only be returned to our internet branch. If returning anything you will need to include you order number, your invoice number, and your reason for the return. All items need to be returned as new. If you have ordered an incorrect item, please call us and we will be able to cancel and refund these items from your order. To add new items please see "I have missed an item on my order"

Once you have placed all of your items in your shopping cart and proceeded to checkout, your shipping options will be displayed. If next day delivery is not displayed, this means the items you are looking to purchase are not available in our warehouse at the time of purchase and will have to be ordered in or brought from a local branch. As such, we will be unable to get the items out to you the following day so cannot offer a next day service.