Frequently Asked Questions
What payment methods do you accept?
You can pay at the checkout via credit/debit card, purchase order number, bank transfer or PayPal, including Paypals ‘Pay Later’ scheme.
Can I pay by purchase order or invoice?
Yes we accept payment by a variety of methods including purchase order. You can still place your order through the website, just select ‘purchase order’ at checkout and enter your purchase order number. Alternatively you can email us your official purchase order to firstname.lastname@example.org. If you would like to pay by invoice we can raise and send one to you via email, but without a purchase order number we will require payment before goods are sent.
How soon will my order be sent?
We aim to despatch all orders as soon as possible – often the following or same working day. If you need your items urgently please give us a call or drop us an email and we will do our best to meet any deadlines you may have.
How are orders sent?
Please see our delivery information page for more details on shipping methods, costs and times.
What does it mean when a product says ‘available on back order?’
Sometimes due to stock levels changing quickly we may not have the items you would like immediately available in stock, in these cases the website may say that they are only available on back order. If you place a back order, as soon as we receive the items, we will send them straight on to you. The time frame for this will vary depending on the product, so please get in touch and we will be able to advise you when we expect our new stock to arrive.
What countries do you ship to?
The postage quoted on checkout is for UK addresses, we are happy to ship internationally but please contact us first with details of your location and what you would like to order. We can then provide you with a shipping quote.
I’m ordering a knife – what checks do I need to complete?
If you are ordering a knife or other bladed item our website will ask you to complete an age ID check following checkout through ‘verify my age’. If you are a school or business address you do not need to complete this check, but unfortunately the software cannot differentiate between business or domestic addresses so you may still receive emails asking you to do so. If you are ordering a bladed item to a home address (or an address that you use for your business, but is not registered) you will need to complete the age ID check following checkout, your item will also be sent via Royal Mail’s age verification service. Someone will need to be home to receive the parcel and may be asked for proof of age by the delivery driver. You will be contacted by Royal Mail with details of when the delivery will be made.
What is your return/exchange policy?
You are welcome to return items in clean, unused condition with their original packaging within 30 days for a full refund or exchange. Please use the return address specified on your parcel, our clothing is shipped from a different warehouse so this will need to be returned separately to other items. Please also let us know your order number in advance or mark this on your parcel. If you’re unsure which address to use please get in touch and we can help. Please note that unless the item is damaged/faulty/not fit for purpose the buyer will need to cover the returns postage.
My order hasn’t arrived within the expected time frame, what should I do?
If you are unable to locate your parcel using the tracking links sent by our couriers please let us know as soon as possible, we can then either chase the delivery company or organise a replacement to be sent.
My item is damaged or faulty, what should I do?
We expect all items to be fit for purpose and withstand normal use and will happily replace any that do not meet these standards, some items also have a lifetime or specific guarantee. Please contact us with more details of the product and what the issue is, we will be happy to help. We can arrange for the item to be collected from you to avoid any hassle of having to take it somewhere to return it.
Can I purchase a gift voucher?
Yes! We can offer gift vouchers for any amount you choose, please send us an email for more information.
My order is a gift – can you send it directly to them?
Yes, please use your recipients address as the shipping address at checkout. We also ask that you add a note to your order to let us know that this will be a gift, we can then ensure we remove any details of product pricing from the parcel.
Can you gift wrap my order?
If we’re not too busy we would be happy to gift wrap your item for you! Contact us or add a note to your order and we will see what we can do.
Where can I see your reviews or leave a review?
We collect reviews through our TrustPilot page, you can see what other customers have to say or leave us some feed back here. As a small family business we really appreciate you taking the time to leave a review.