Shipping/Returns

 

***For all shipping queries contact Aaron!  [email protected]***

NOTE: WE WILL NOT SHIP TO HOTEL ADDRESSES DUE TO PREVIOUS LOSSES - SORRY

Our products are shipped direct from our factory in Macclesfield near Manchester, England (UK).

Shipping charges are calculated automatically when you check out. They vary depending on the weight and size of the items. For most orders, you will have several shipping options to choose from. These are described below and you can choose the one that suits you the best. We ship most items Worldwide. If we can't ship an item it will state this clearly in the product description. We aim to break even on shipping, so shipping costs include the postage and all consumables (envelopes, boxes, tape etc). UK customers have to pay VAT on all order charges - including postage.

The "same day shipping" cut-off times listed below are not guaranteed, but nearly all orders placed before those times do get sent out the same day.

We are closed during weekends and on bank holidays. Orders placed while we are closed will normally be sent out the next working day.

Shipping UK

For UK shipping we use Royal Mail, Parcelforce, Evri, or DHL. (Evri was previously known as Hermes). The options available and their costs depend on the size and weight of your order and will be calculated at checkout, please see the below table for more information.

For orders where "Evri and/or Royal Mail" is selected as the shipping method, we will send any SOTAPOLEs or kites using Evri (tracked, usually takes around a week to arrive), and any other items in the order using untracked Royal Mail. If you would like all parcels in the order to be tracked, please select DHL instead of "Evri and/or Royal Mail".

Liquid electrical tape can only be sent by courier (either Parcelforce or DHL, but will usually be Parcelforce).

  Average Delivery Time (Working Days) Tracked? Same day dispatch by:
 Royal Mail 1st class
1 - 2 optional   2.00pm
 Royal Mail 2nd class
2 - 3   2.00pm
 DHL Express Next Day   1.00pm
 Evri 3 - 6 N/A
 Parcelforce 1 - 3 N/A

 

The UK delivery times above are not guaranteed, with the exception that we will usually be willing to refund the DHL shipping cost if it does not arrive the next working day (provided that you order early enough on a working day, and your address is in an area where DHL can do next working day delivery).

Royal Mail 2nd class has a delivery aim of 2 to 3 working days, but it does sometimes take longer. Much longer than a week is unusual though.

We are closed during weekends and on bank holidays. Orders placed while we are closed will normally be sent out on the next working day.

All Evri parcels, and some Parcelforce parcels, are collected from us on the next working day, so tracking numbers for those might not produce useful results immediately.

Shipping Overseas

We can ship our products to virtually any address in the world using the shipping methods below. (Note that there are restrictions on shipping some products to international destinations)

In some cases we will ship your order as more than one package, but by the same carrier. If this is a problem, please contact us before placing your order so that we can advise whether this might happen and how to avoid it. In particular, note that masts are often shipped separately from other products due to their size and shape.

When you place an order, we will estimate shipping charges based on the availability of your items and the shipping options you choose.  

  Tracked? Same day dispatch by (UK time):
 International Standard Untracked (Royal Mail)
1.30pm
 International Standard Tracked (Royal Mail)
1.30pm
 Economy courier
N/A
 DHL Express 1.00pm

 

Please note that International Standard parcels may take a long time to arrive - the majority of them are delivered within a few weeks, but in rare cases they have taken up to 6 weeks. Delays to international parcels are rather unpredictable and sometimes quite long.

International Standard parcels are sent through the normal postal system. This is operated by Royal Mail in the UK, and they will pass the parcel to the national postal operator in your country for delivery to you (for example, USPS in the USA, Australia Post in Australia).

Parcels sent by DHL Express arrive much quicker. DHL Express can be as fast as 2 working days, but for most destinations takes around a week, plus or minus a few days.

Economy courier parcels have a speed slower than DHL but a bit faster than International Standard, typically taking a couple of weeks. These are normally sent by Parcelforce, who will pass it to a partner company in your country for delivery (usually delivered through GLS or EMS, depending on your location).

Economy courier will usually be a better option than International Standard if:

  • the order is too heavy to go by International Standard, or
  • the order would have to be split into separate parcels for International Standard (for example, a mast and an antenna, or a mast and a multi-function guying kit), and your national postal operator is likely to charge you tax and an admin fee separately on each imported parcel.

Otherwise, International Standard Tracked is likely to be cheaper and not too much slower than economy courier.

International delivery times are not guaranteed. We will refund or replace your order if a parcel has been missing long enough to be considered lost (detailed further down this page), but there is normally no compensation or shipping cost refund available if the parcel takes longer than the typical delivery times listed above. Some shipping companies offer some compensation for late delivery if you choose a more expensive delivery option, but we do not consider those options to be worth the extra cost so do not normally offer them.

International Standard parcels are limited to 2kg, for heavier orders our website will only show the courier shipping options.

The shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, order weights are usually rounded up to the next full weight unit.

Tracked Items

Tracked carriage is usually faster and more secure, and offers reassurance that your parcel is continuing to move towards you.

We particularly recommend choosing a tracked shipping method for international orders, since these can take some time to arrive. However we also offer untracked shipping options to many countries, if you would like to save a bit of money and are not too worried about keeping track of where your parcel is.

We normally use these carriers:

For international parcels sent by Royal Mail or Parcelforce, after they arrive in the destination country you may be able to get more detailed tracking information by tracking the parcel directly with the local carrier.

  • Royal Mail - click the "Continue tracking" button on the Royal Mail tracking page.
  • Parcelforce - check who the local carrier is, which will usually be a member company of GLS within Europe or EMS for other countries, and track the parcel on their website. Check here: GLS or EMS

The tracking number will be sent by email once we have prepared your parcel for collection by the carrier.

People sometimes ask if we have any additional tracking information; we don't! Once an item leaves the UK the detail of the tracking information varies widely depending on the carrier and the country the goods are in. The only tracking information that we have is the same information provided by the carrier's tracking page.

Item did not arrive?

The good news is that over 99% of items arrive safely. If your item has not arrived it is usually the result of a delay rather than being lost in the post.

UK items are considered "lost" by Royal Mail after 15 working days from the date of postage. We will refund or resend after this time. If your item is taking a long while to arrive, here are some suggestions based on many years of experience:

  • check that it has not been left with neighbours or in some "safe" location near your front door;
  • check with other family members to see if they have a delivery card;
  • check with your local sorting office (bring identification and proof of address), occasionally items are returned there and no card is left.

Overseas items can take a long time to arrive. This time is not in our control. We will refund or replace after 20 working days (Europe) or 25 working days (rest of World) from the date of postage.

Note: Working days are Monday to Friday, not including UK Public holidays.

Shipping Offers

Occasionally we offer free or reduced-price shipping on certain items. If we do this we reserve the right to ship by the cheapest possible method. These offers only apply to the specific item and additional shipping charges may be applied for other items.

Returns Policys

You may return purchased items within 14 days of delivery for a full refund. We'll also pay the return shipping costs only if the return is a result of our error (you received an incorrect or defective item, etc.).

If you want to return an item, please e-mail us at [email protected] with the details. Please don't return an item until after we respond to you. You should receive an e-mail notification of your refund once we've received and processed the returned item.

You should expect to receive your refund within a few weeks of returning your package, however, in many cases you will receive a refund more quickly. The time taken to receive the refund includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).