Frequently Asked Questions
Answer all of your questions
01.Purchases & Refunds
Why won't my payment go through?
this could be for a number of reasons, ranging from not enough money in your account, possibly using the wrong log in details. If you are having issues Please contact us through the contacts page and we will be happy to help you to resolve any issues.
How do I get a refund?
if you would like to return an item, within a 14 days for a refund that is no issue at all, all we ask is the item is unused, still in its original packaging with the tags intact so we can sell it again. Just drop us an email through the contacts page and we will get right back to you. Please note that returns are the buyers responsibility, for both the condition and the cost of posting.
What Shipping Methods Are Available?
We have a number of different services available. Depending on what size and weight the item is we will use the best cost effective service for each weight class. Our Standard Shipping time is 3 to 5 working days, however we often find that parcels arrive within 48 hours to UK Mainland and we can offer customized shipping on request for next day, and worldwide shipping if required. We also offer a next working day service via DHL at a very competitive price if you are in a hurry for your order!
What Happens If I order something that is sold out?
If you do purchase something from our website that is sold out, our owner Drew Wylie will contact you by phone almost immediately to apologise personally. If we can't reach you by phone we will leave a message and follow it up with an email to inform you that we have sold out and that we have already ordered more stock, or attemted to order more stock and give you the option to wait on stock arriving, with an ETA or alternatively offer you a similar product that we have tested ourselves, or finally offer you a no quibble full refund immediately, along with our deepest apologies.
02.Age Verified Items
What Is A Age Verified Item?
An age verified item is anything that we are required by law to attain proof of age and address before dispatching. This includes but not limited to: Knives, Machetes, Axe's, Tomohawkes, Saw's, Multi-Tools and any other bladed tools.
How Old Do I Need To Be To Order Age verified items?
By law you have to be over 18 to order any age verified Items from us.
How Do I Place an Order?
placing an order for an age verified item is no different than any other purchase on our website. After completing your purchase you will be requested to complete age verification before we dispatch your order.
The age verification Process
After you complete your purchase, we will send you an automated email. This email has detailed instructions that will talk you through completing the age verification process. Don't worry it's not complicated. We will require you to send us an email titled "name" Age verification "Order Number" and include a copy of your up to date drivers licence or passport. If you don't have these we may accept other forms of photographic ID.
What Will Happen With My ID After I Have provided It?
We are required by U.K. Law to keep that information securely filed away for up to 3 years. We have to keep a hard copy and also a digital copy, this is why its important to title your age verification email correctly, It's so we can find t quickly if the police request us too. We are also required to keep a "refusal list" for anyone that didn't pass age verification.
What happens If I fail Age Verification?
Your order will be canceled, and you will immediately be refunded. After that we will add your name and details to our refusal register and have secured away for upto 3 years in accordance with U.K. laws
What Payment Methods Are Accepted?
We accept Paypal. Visa Mastercard payments and also cash on collection.
How do I change my password?
Just click the "Forgot Password" link under the box and an email will be sent to you that allows you to reset your password. If you are still having difficulties just drop us an email and we will sort i for you.
Is Buying On-Line Safe?
from us it is yes! our website and payment gateways use the most up to date security technologies to ensure you have a safe transaction with us every time.
04.Postage & Delivery Queries
WHAT POSTAGE SERVICES DO WE OFFER?
All UK deliveries are via DHL next day delivery at the moment. For world wide orders we use the best suited courier for your particular order or a courier that you prefer.
Do we do international delivery?
Yes we do! if you live outside the UK please sign up of an account on our website, and add all your contact information such as your email and phone number and your shipping address, then just send us an email stating what you would like to order and we will send you an invoice with your included shipping quote and a payment link to complete your order.
How long will my order take to dispatch?
Generally speaking its the same day as long as we catch the courier with your order. We don't have a "cut off time" that is set in stone. We do ask to allow 24 hours for dispatch. During extremely busy times such as bank holidays, christmas etc we ask you to allow upto 72 hours. If there is any delay outside of this time window we will contact you right away to keep you informed!
COVID AFTERMATH Delivery Updates
Drew is currently working alone from home with cohabiting family "lending a hand" we normally have a small team that work in close quarters with each other so social distancing is impossible. Drew has decided not to risk the safety of our staff and work alone until the situation is resolved. This means he is doing everything from managing the website, packing parcels and answering the phones and emails. He is working 18 hour days right now, every day of the week to ensure your parcels are delivered as quickly as possible. He is managing well but if there is a delay in your order arriving we already have it in hand and can assure your there is no problem. Please be kind and we thank you for your patience.
Our next working day shipping to UK Mainland is £5.99 but FREE on all orders over the value of £70.00 you may think this is expensive if you are purchasing a single low value item but its up to the weight of 30kg with the exception of long or fragile items. So the more you order with us the better value you get!