UK Delivery
We aim to dispatch all orders to the United Kingdom placed between Monday and Friday (until 20:00) within 24 hours. Orders placed between 20:00 on Friday and 23:59 on Sunday will not be posted until Monday. Your order should then arrive at your address within 2-3 working days. If we need to delay posting your order for any reason, we will notify you via email.
Please note that our training programmes are dispatched immediately via email and are not subject to the above timeframes.
We cannot be held responsible for any lost or misdelivered parcels resulting from incorrect address information provided at the time of order. Please double check your address at the checkout to avoid unnecessary delays or lost items.
If you're searching for worldwide shipping & delivery information, click here
DELIVERY RELATED FAQs
Below are our FAQs (frequently asked questions) regarding our delivery operations. If you're here for information on returns & exchanges, you've come to the wrong place (you want this page).
WHAT DELIVERY SYSTEM/COURIER DO YOU USE?
We use 'Royal Mail Tracked 48' for all UK clothing orders, delivering in 2-3 working days from dispatch (excluding Friday afternoons and weekends). You'll get a tracking number via email and occasional updates from Royal Mail. 'Shop Pay' is available at checkout for end-to-end tracking. Accessories like stickers and patches are sent via 'Royal Mail Untracked Second Class'.
WHAT IF MY ORDER HAS BEEN MARKED "RETURN TO SENDER"?
We do not refund original postage costs if orders are returned to us for reasons not related to our operations, such as the customer failing to take delivery or collect items, providing incorrect address information, or being unknown at the address provided. We have fulfilled our obligation by posting to the address given, incurring costs. In these cases, we will refund only the cost of the items, not the shipping costs. A new order will be needed for another delivery attempt.
WHAT ARE YOUR DELIVERY/POSTAGE FEES?
UK shipping (excluding Channel Islands) is £4.50 for clothing (tracked), £2 for small accessories like stickers and PVC patches (untracked), and free for training programmes or orders over £45 (after discounts). We do not ship to UK PO Boxes. Information related to international shipping can be found here.
DO YOU SHIP WORLDWIDE?
Yes we do. More information can be found here on our "Shipping & Delivery (Worldwide)" page.
DO YOU SHIP TO BFPO ADDRESSES?
Yes, if you are entitled to use the service, we can ship to BFPO addresses. Rates are £4.50 for clothing, £2 for small accessories, and £10 for orders over £70 for insurance. Please provide your BFPO Number instead of a postcode for faster processing through the BFPO system. Include your service number, rank, unit or regiment, and Op or location name too.
CAN I ASK FOR MY PARCEL TO BE DELIVERED TO A 'SAFE' PLACE?
You can leave special instructions for our courier during checkout, like leaving the parcel with a neighbour or in a 'safe place'. If you instruct Royal Mail to leave your parcel in a 'safe' or 'special' place, you accept responsibility if it is lost, stolen, or damaged, as it was delivered per your instructions.
WHAT IF I HAVEN'T RECEIVED MY ITEM?
If you need an update on your order, please provide your order number, shipping address, and checkout email. Without these details, we can't verify your purchase or investigate a lost item. Allow 7-10 working days for delivery before contacting us. Check your 'order dispatched' email for the tracking number. If there are issues, like a delayed update, contact us ASAP for help. We prefer to resolve issues directly, so please approach us if you have any questions regarding your order. If you wish, you can also track your order using our websites 'chat bot' (technology is useful sometimes).
WHAT IF MY ITEM IS SHOWN AS "DELIVERED", BUT I DON'T HAVE IT?
If your order is marked as 'delivered' but you haven't received it, please contact us immediately. While this is rare, it can sometimes happen due to courier errors. Before reaching out, please check with your neighbours and around your property to ensure it hasn’t been left in a secure location. We will then send you a Denial of Receipt form to complete to confirm non-receipt before we can proceed—but don’t worry, we won’t leave you hanging.
If you believe your item has been stolen and a crime has been committed, you must first report the theft to the police and obtain a crime reference number. We will also require you to complete and return our Denial of Receipt form. Both of these steps are essential before we can proceed with investigating the matter or arranging a resolution, ensuring all issues are handled fairly and effectively.
Once we have the necessary information, we will work with you to resolve the issue. Please note: cash refunds will only be issued for items that are not available to be resent. If a replacement is available, it will be sent instead. This helps us address your concerns while safeguarding against misuse (unfortunately, it does happen).
If the missing item is later found, please let us know immediately.
WHAT IF MY ITEM IS DAMAGED?
If your item is damaged or otherwise faulty, please notify us and provide photographic evidence within 24 hours of receiving it. After this period, the item will be your responsibility. We will then provide the necessary return details. Please return the item using '1st or 2nd Class Signed For' services at the Post Office (to ensure appropriate insurance), or any other courier of your choice offering similar services. Please note that if an item is returned due to a fault, we will refund return shipping costs up to £4.50 upon receiving proof of postage. Using a more expensive service will not increase the refund amount.
I HAVE ENTERED THE WRONG DELIVERY ADDRESS (MY BAD), WHAT DO I DO NOW?
We understand mistakes happen, but it’s crucial to ensure the correct delivery address is provided when placing an order. If the wrong address has been entered and the item has already been dispatched, we may not be able to stop the process. In such cases, the customer will be responsible for any return and reshipment costs (if this is possible).
If the owner/occupier at the incorrect address does not return the item to us, we are unable to recover it and will not be liable for the cost. No refund will be issued. Should we be able to recover the item, the original shipping costs are non-refundable. In all cases, we will try to help as much as reasonably possible, but we can only act on the information you provide to us.
We may contact you to confirm shipping details if there is a discrepancy, such as the first line of your address or postcode not matching the information in the Royal Mail system. If you fail to respond within 7 days, we will issue a full refund and return the item to stock. However, if your provided address matches, we will not reach out for further confirmation unless we hear from you.
So, please make sure all information is correct and accurate to avoid any delays, issues with your order, or financial loss.