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Listed below are the most common circumstances under which you may feel the need to contact us. Please take a minute to review this list to see if your query can be answered without having to send an email or make a telephone call.
If your exact circumstances differ from those listed, please choose one which most closely describes your problem. This will enable our customer support team to deal with your query as quickly as possible.
Where appropriate, email addresses and telephone numbers have been provided for your convenience and ease of use.
I've forgotten my account username/password.
If, for any reason, you forget your account username and/or password, please send an email, using the link below, confirming your full name and address, including post code. Upon receipt we will investigate your account details and send an appropriate reply.
 Click here to request current account information.
My order hasn't arrived yet.
With payment received, orders are usually dispatched within 24 hours (subject to stock availability). Standard delivery times are listed below, which can sometimes be delayed due to postal disputes or failed attempts by the courier to make an earlier delivery.
United Kingdom
Zone 1 (UK Mainland) : 24-48 Hours
Zone 2 (Scottish Highlands and Offshore Islands) : 2-3 Working Days
Zone 3 (Northern Ireland) : 2-3 Working Days
Channel Islands
Zone 4 (Alderney, Guernsey, Jersey, Sark) : 2-3 Working Days
Europe
Zone 5 (Republic of Ireland) : 2-3 Working Days
Zone 6 (Belgium, Luxembourg, Netherlands) : 2-3 Working Days
Zone 7 (Denmark, France, Germany) : 2-3 Working Days
Zone 8 (Greece, Italy, Portugal, Spain) : 3-5 Working Days
Zone 9 (Austria, Cyprus, Finland, Malta, Norway, Sweden) : 3-7 Working Days
If, having waited these times, your order has failed to arrive, please send an email, using the link below, confirming your order number. We will then take imediate action to track your consignment and inform you of its expected delivery time. We apologise in advance for any avoidable delays.
Click here to report a missing or delayed consignment.
I'd like to cancel my order.
Order cancellations are possible provided the purchased goods have not already been dispatched. In this event and in order to qualify for a refund, excluding return delivery charges, all goods must be returned insured and unopened within 7 working days to the address below. Upon receiving the returned consignment an appropriate refund will then be organised.
To make a cancellation request, please send an email, using the link below, confirming the order number you wish to cancel. Upon receipt, prompt action and all reasonable effort will be made to cancel your order. Success of this will be confirmed by return email at the earliest opportunity. An appropriate refund will then be authorised by our accounts department.
Click here to request an order cancellation.
I've ordered the wrong item(s).
If your order contains unwanted items, please return them insured and unopened to the address below within 7 working days. Please include a short covering note explaining your reasons for return. Having received the returned item(s), appropriate refund will then be organised, excluding return delivery charges.
Simpsons reserves the option to charge a restocking fee, to be deducted from the refund value, for any goods returned, after 7 days, as ordered in error or considered personally unsuitable upon inspection.
My order contains incorrect or duplicate items.
If your order contains incorrect or duplicate items, please return them insured and unopened to the address below. Having received the returned item(s), an exchange and prompt dispatch of correct item(s) will be organised, free of any further charges.
Customers will also be reimbursed for any return delivery charges, in the way of complimentary
goods or account credit. We apologise in advance for any inconvenience this may cause.
My order contains faulty items.
If your order contains faulty items, please return them insured to the address below. Having received the returned item(s), exchange and prompt dispatch of replacement goods will be organised, free of any further charges. Customers will also be reimbursed for any return delivery charges, in the way of complimentary goods or account credit.
Simpsons accepts no liability for faults arising from wilful damage, negligence, misuse, or alteration or repair of goods without approval. Faulty goods found to be in breach of this, will not be eligable for exchange but will be repaired by our service department at cost to the customer.
My order contains damaged or missing items.
If your order consignment has been damaged in transit, resulting in the loss or breakage of purchased items, please contact us at the earliest opportunity and no later than 24 hours after delivery. Failure to comply with this request, may result in refusal of financial compensation or replacement goods.
Customers are encouraged to examine all consignments carefully before signing the courier's delivery docket. Having made your signature, acknowledging the consignments' good condition, any liability for damage or loss incurred cannot be accepted by Simpsons or the courier.
To report a damaged consignment, please send an email using the link below or call 01354-691-835 (Int. 44-1354-691-835) during normal office hours.
Click here to report a damaged consignment.
I'm experiencing technical problems using the website.
Although careful thought and planning has gone into the development of this website, technical problems can sometimes occur which are beyond our control. If you are experiencing problems viewing specific pages and/or products, please refer to 'Site Help' information for advice on common technical issues and solutions.
I'd like to report a mistake I've seen on this website.
Although every effort is made to proof and ensure the accuracy of published information, mistakes can sometimes be overlooked. If you spot an obvious or possible mistake in any section of this website, please report it by sending an email using the link provided below.
We thank all customers in advance for participating in this, and for helping us create a pleasant and positive online shopping experience.
Click here to report a mistake on this website.
Returns Address:
Simpsons of Langley Ltd.
Returns Department
4 Lakeside Business Units
Block Fen
Mepal
Cambridgeshire
CB6 2AY
England
Office Hours: (GMT)
Monday - Thursday : 9am - 5pm
Friday : 9am - 4pm
Saturday - Sunday : closed
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