Free Delivery | Free Uk Returns

Frequently Asked Questions


Help and advice on placing, amending or returning your order.

My Account... 

Who can I contact for help or advice?

Our friendly Customer Service Advisors are on hand from Monday to Friday between 9am and 5pm. You can call them on 08454 65 66 65 or drop them an email at

Is my personal information kept private?

The information you supply to us is used to efficiently process your order and to inform you of any delays or problems. We will never sell or share your information with third parties. We are a registered data user under the Data Protection Act 1996. You can find more information on our Privacy and Cookies page.

Can I be sure that my online payment is secure?

We do not store, process or have access to credit card details at any time, and this applies to both online and telephone orders. All card processing is done via SagePay and card details are keyed directly into their Tier 1 PCI compliant servers

How are payments taken?

We accept payment through PayPal and credit/ debit card (excluding Amex). Payments are processed via Sagepay who seek authorisation from your card issuer.  If the transaction is authorised, the funds are sent to us by BACS 3 days later.

I've forgotten my account password - what can I do?

On the 'Sign In' page enter your email address as usual and then click 'Forgot Your Password?' A link to reset your password will be emailed to you. You can also change your password at any time in the 'Account Information' section on your account page.

Can I change my billing or delivery address on my online account?

When you sign into your account you will notice a tab called 'My Account' on the left hand side of the screen. Click on 'Address Book' and you will have the option to edit your billing address or change your delivery address.

Can I amend an order once it has been placed?

As long as the order has not been despatched you will be able to make amendments to it. Call our Customer Service Advisors who will be able to help you, on 08454 65 66 65.

Despatch and Shipping... 

Can I track my order?

Yes, you will be given a tracking reference when your order is despatched from our warehouse. If you have any queries relating to tracking or are concerned about the progress of a delivery, please contact our Customer Service Advisors on 08454 65 66 65, quoting your order number, and they will be able to help you.

What are your postage charges?

See our Delivery & Returns page for full details.

How long will my order take to arrive?

Most items on our website are in stock and available for despatch; we endevour to despatch the same day for items that are in stock and ordered before 2pm. All orders are shipped either with Royal Mail on a two-day tracked service, or with our overnight courier, DPD. Where items are not in-stock you will be advised of a lead time on the product page which will read "usually ships in 2-3 days", for example. This is an average lead time for products to arrive with us from our supplier and upon their arrival with us, the items will be shipped immediately to you.

Do you provide international shipping?

We are no longer able provide international shipping for orders.



How do I return an item for exchange or refund?

You should have received a Goods Return Form in your parcel. Please use this to return the item for a refund.  If returning for a replacement item you will need to place a new order for the replacement item.

Please ensure that returned goods are in their original condition, suitable for resale. Please include all swing tags and packaging and try to avoid using tape on branded packaging, for example boot boxes, as this damages them.

If an item is returned for a full refund then it will be processed on arrival with the funds being issued back onto the original payment method. For your security we will only process refunds through the original method of payment.  

Returned items remain your responsibility until they arrive back to us, therefore we would recommend adding insurance to the parcel when you post it back to us, to cover any potential loss in the postal system.

You can contact our Customer Service Advisors for any queries regarding your return, on 08454 65 66 65. Please have your order number to hand.  

Where a free gift has been included with your order and you are returning the item for refund, the free gift must also be returned to us.

I wish to return the item for refund but want to keep the free gift, is this possible?

It is possible for you to keep the gift item, but as the value of the gift item is attached to the return item we will need to debit the cost of the gift item from your refund.

My item is faulty, what can I do?

In the first instance please contact our Customer Service Advisors to explain the problem and we will be able to advise you on the best course of action.

Usually we will ask you to return the item to us for inspection (depending on the warranty period of the particular product) and if the fault is not immediately apparent it may need to be sent to the manufacturer for further assessment. In this instance it can take a little time for the matter to be resolved, but we will always endeavour to resolve the issue for you as quickly as possible.

When returning faulty goods please include a note containing the following information:

• Your order number (if you have it)

• Your name and full contact details

• A clear explanation of the problem

Please make sure that the item comes back to us in a clean condition for staff to handle and wash down boots and shoes to remove mud and dirt. Items returned in an unclean or unhygienic condition may be rejected.

Everything In-Between... 

Are you an authorised stockist?

We are a genuine, authorised stockist with a 'bricks and mortar' shop from which we have been supplying brands like Barbour and Hunter for over thirty years. You can find out more about our history on the About Us and you will find us listed as an authorised stockist by Barbour.

Do you offer a Barbour repair or rewaxing service?

We do not offer a repair or rewaxing service. It is best to contact Barbour directly for these enquiries. 

I cannot find the item I am looking for although it is from a brand you stock.

An item may not be appearing on our website if it is out of stock with the supplier, in this case it will appear on the website again when stock flow resumes. We do not neccesarily stock all product lines of a certain brand. If you know the exact item you would like we recommend calling our Customer Service Advisors to find out if it is possible to order in this item for you.

The free gift I want is out of stock - what can I do?

Call our Customer Service Advisors on 08454 65 66 65 and we can reserve the item for you; it will be shipped to you as soon as it becomes available again, or we can help you choose an alternative item.

I forgot to add the free gift on to my order, can I do this after the order has been placed?

Yes! Just give our Customer Service team a call, quote your order number and they will be able to add the free gift on for you. You can reach them on 08454 65 66 65.

Do you provide a gift wrapping service?

We do not currently offer gift wrapping.

Do you offer military discount?

We will be happy to remove VAT from orders placed by serving members of the armed forces in active theatre. The easiest way to do this will be to call our Customer Service team who will be able to assist you. You can reach them on (+44) 8454 65 66 65.

Can I buy gift vouchers for use on your website?

Currently, we do not have gift vouchers for use on the website. However, for those who are able to travel to our shop in Bridgnorth, Shropshire, vouchers can be bought from and used in the shop.