Delivery Information
Unfortunately, due to issues outside of our control, we are currently unable to offer delivery to anywhere outside of the United Kingdom (that includes physical products and our PDF training programmes). We apologise for any inconvenience, but we will continually strive to one day bring back international shipping.
On that note, please DO NOT attempt to beat the websites algorithm by writing your overseas address with a British city (e.g., London). Although we admire your guile, this will be flagged, and we WILL NOT send your item. We will process a refund, but this will be minus any transaction fees we incur, as we are still charged for your payment regardless of whether we issue a refund. For example, if you purchase the £40 "Phys Monster Bundle Pack" against our policy, based on the current transaction fee (approx 2.5%+20p), YOU WILL ONLY BE REFUNDED £38.80.
Regarding delivery dispatch timings: We are a very small business operating quite literally out of a converted garage... bougie right! However, because of this, we are 'normally' only able to make deliveries to our local Royal Mail collection point on Mondays, Thursdays & Saturdays (subject to unexpected changes - we're only human). We will try to facilitate deliveries on Tuesdays, Wednesdays & Fridays, but please bear with us (we do still work full-time for the NHS, so naturally our shift patterns can present some logistical challenges). If we must delay your order dispatch for any reason, we will always notify you via email. Thank you for your understanding.
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DELIVERY RELATED FAQ's
Below are our FAQ's (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 the “Royal Mail Tracked 48” service for all U.K. clothing orders. This means your item(s) should 'normally' be with you within 2-3 working days from the date of dispatch (Friday afternoons and weekends don't count). You will receive a Royal Mail tracking number with your shipping confirmation email (clicking it will redirect you to the tracking website). You will also receive occasional SMS and/or email updates related to your delivery from Royal Mail (depending on what information you provided during the checkout process). You also have the option to sign up for ‘shop pay’ at the checkout, which will also allow end-to-end tracking for your piece of mind. For accessories, we use the “Royal Mail Untracked Second Class” service. Shipping is £4.50 for all clothing items, £1.50 for products like stickers and PVC patches, and free for our training programmes or orders over £60. Please note, we do not ship to "PO BOX" addresses.
CAN I ASK FOR MY PARCEL TO BE DELIVERED TO A 'SAFE' PLACE?
You have the option to leave any special instructions or comments for our delivery courier during the checkout phase of your purchase (in the free text box). For example, to leave it with a neighbour or in a 'safe place' if you're not in. However, if you instruct our courier 'Royal Mail' to leave your parcel in any alternative 'safe' or 'special' place, you accept any and all responsibility if it is then lost, stolen or damaged. This is because your parcel has been delivered correctly as per your instructions; if it then goes missing or is damaged 'after the fact', we cannot be held responsible.
WHAT IF I HAVEN'T RECEIVED MY ITEM?
Although this is a super rare event, we kindly ask that you allow 7-10 working days for delivery before getting in touch (mainly because that's all the postie says to us when we ask earlier than 7-10 days). We are aware that the British postal service can be somewhat 'tedious', so if you find yourself asking "where's my order?", please check your 'order dispatched' email for your tracking number (remember the green button we mentioned earlier - click that). If something on there doesn’t look right, i.e., a few days have passed since the latest update, please get in touch with us ASAP and we will investigate this for you. We always try to avoid any formal disputes, mainly because we're normal humans who just want to help those who choose to support us. We are always more than happy to chase anything up for you. We're also gen faster at investigating this sort of thing than the banks if you did raise a dispute through them - we've never understood how it takes them a week to send an email...
WHAT IF MY ITEM IS DAMAGED?
If there is any fault with your item, please notify us within 24hrs of receiving the goods so we can investigate this. If you don’t, that’s on you...
I HAVE ENTERED THE WRONG DELIVERY ADDRESS (MY BAD), WHAT DO I DO NOW?
Obviously, please ensure that you enter the correct delivery address when placing your order. However, if the wrong address is entered (and if this is after the point of dispatch), the customer will be charged to have the item(s) sent back to us and then on to the correct address. Please note, the original shipping cost is non-refundable. This is a cost met by the customer to have goods shipped to them. Although if we notice any obvious mistakes such as dodgy post codes (or if the computer says no - which it often does if your address is wrong), we will chase you (not literally) to confirm your address via email or automated text. Failure to respond within 7 days will result in an immediate refund and your item being returned to our stock.
WHAT ARE YOU DOING TO BE MORE ECO FRIENDLY
We gen use eco-friendly mailing bags that are produced from sugar cane, the greenest material on the market. They are all fully recyclable, and the 50-micron material makes it an improved environmental solution. They're the same strength as standard polythene bags and carbon neutral, as the CO2 taken from the atmosphere in the growing process offsets the emissions of production and transport.
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BFPO RELATED ADMIN & ADVICE
Please seek advice from your chain of command regarding BFPO orders. Use a BFPO postcode or number if you’re ordering goods online. If you use a BFPO postcode instead of a BFPO number, it’ll still arrive but it may take longer.
ADDRESS FORMAT FOR SERVICE PERSONNEL:
Please provide us with the following information at the checkout:
- Your service number, rank, and name
- Your unit or regiment
- Operation or location name (if applicable)
- BFPO number
ADDRESS FORMAT FOR FAMILY/FRIENDS/PARTNERS ETC:
Use this format if you are sending an item to a family member/partner/friend etc who is a serving member of the British Armed Forces, and is deployed overseas or on operations whereby a BFPO system is in place (please confirm with the recipient, they will know). It may also be used if the recipient is a non-serving member of the British Armed Forces who have been informed that they are entitled to use the BFPO system.
Please provide us with the following information at the checkout:
- Name of recipient
- The recipients service number, rank and name
- The unit or regiment they are deployed with
- The operation or location name (if applicable)
- BFPO number
ADDRESS FORMAT FOR NON-SERVICE PERSONNEL ENTITLED TO USE THE BFPO SYSTEM:
Please provide us with the following information at the checkout:
- Your name
- Your unit/department (school name)
- Location name (if applicable)
- BFPO number
If you're not entitled to use BFPO (i.e., you try pulling a fast one) and your parcel goes missing, that's on you buddy. The above guidance is taken directly from the government website. Customers wanting to order from BFPO addresses are advised to read all relevant information at the following link: www.gov.uk/bfpo