Terms & Conditions

1 – Consumer Contracts Regulations for Distance Selling

We are Quotefeed Limited t/a Defcon Airsoft – a limited company registered in England and Wales under the company number: 07630570. Our registered office is at: Defcon Airsoft, Stanton Road, Stoke-on-Trent, ST3 6DD. We are registered on the Information Commissioner’s Office Register of Data Controllers under registration number: ZA496394.

Defcon Airsoft adhere to the Customer Contracts Regulations for distance selling,

This set of regulations is designed to give you rights when shopping online, so you’re covered if things go wrong.

These rights apply to orders which have been made Online, over the Phone, or otherwise off-premises from our Retail Stores.

• – What to expect from us

Before placing an order online, we will supply the following:

• Information about ourselves, including our address and contact details
• A description of the goods, or service.
• The total price of the goods including VAT
• Payment options
• Details of your right to cancel and when this doesn’t apply
• Details of who pays for the cost of returning items
• Delivery information including costs and estimated delivery times

Defcon Airsoft try to make this information as clear as possible, we try to keep all product details as up to date as possible on our website, and with delivery costs and times clearly stated in the basket. Additional information you may require will be displayed during the checkout process.

Making a contract with us

When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. Once we have checked the price and availability of the goods, we will e-mail you again to confirm that we accept your order, and that a contract has been made between us. In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. We will not dispatch the goods, we will refund any payment made, and there will be no contract between us.

1.2 – Right to cancel you order

When purchasing items online or by phone you have the right to cancel an order up to 14 days after the order is delivered.

This 14-day period is the time you have to decide and notify us that you wish to cancel, once you have notified us you then have a further 14 days to actually send the goods back.

You do not need to provide a reason for cancelling within this period.

When cancelling an order under your right to cancel a refund will be issued once the unwanted items have been returned and inspected.

If you do wish to cancel an order, please call us on 01782 479121 or email [email protected] where one of our customer care team will be able to assist you.

Refunds On Orders Placed and then Cancelled Before Shipping

From April 2020 onwards, PayPal no longer refund their fees taken (3.2%) if orders are refunded and thus we have had to pass this onto our customers who place orders and then wish to cancel them – this is for all purchases paid for using PayPal or Credit/Debit cards (as PayPal is our back end card processor). This includes orders placed and then cancelled before shipping under all circumstances. This does not include any situations whereby we need to give a refund due to faulty items etc. Please make sure that you want the items you order, before you order them. This specifically includes customers cancelling orders due to not having a valid airsoft defence – it is clearly listed across our website that a defence is required or your gun will have to be two-toned (painted blue). In 2020 we refunded over £140,000 of orders due to people not having a valid defence and then not wanting to have the purchase two-toned – due to the slim margins in airsoft we can no longer cover the cost of the fees we lose because of this. All refunds for the above reasons will be subject to a 3.2% deduction from the total refund.

1.3 – When there is no right to cancel you order

There are some circumstances where the Consumer Contracts Regulations don’t give you a right to cancel an order.

Examples of this are:

• Items which have been tailor made or customised, such as a two toned or items that are modified or altered from their original state at you request.

• Goods that have been mixed inseparably with other items after delivery

• Goods that have been altered after receipt, either by you or a 3rd party

• Where items have been used more than would be needed to inspect the items as you would reasonably do in a shop prior to purchase a reduced refund may still be available, please contact us to discuss this.

• Services that have been completed in full prior to the return [such as workshop modifications and custom paint services etc

1.4  – Cost of returning items and refunds

Unless an item is faulty on receipt or not as described the postage cost of returning any unwanted items would be the responsibility of the customer.  If you have received an item that is faulty or where an incorrect item has been sent in error, we will be happy to arrange for a free of charge return see our returns section for more details.

1.5 – Finance Option

For information on our finance options please see the Interest Free Finance Information Page.

If you wish to pay by finance you can now checkout automatically on our website, simply select the finance option at the payments screen. You can customise your payment terms and deposit amount to match your needs.

Finance with Defcon Airsoft is applicable to purchases made in store and on our web site.

Please keep a copy of the Terms and Conditions as well as your invoice for your records. We advise applicants to keep the documents relating to the financing application.

If any provision of these Terms shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Payl8r Finance

If you chose to pay for your order with Finance you will be asked to submit detailed financial information to Social Money Ltd, a UK Based Financial Lender.

In addition to your contact details they may as you other important questions related to your financial history, such as but not limited to:

• Any other Loads / Mortgages or Existing Finances you currently have
• Average Income
• Family Details

This service is organised, maintained, and provided by Social Money Ltd trading as Payl8r Finance, and is done through their own secure web-portal window which will open up in a separate window to our website. Should a Finance application be successful we will be sent a confirmation code which will allow us to complete the order.

At no point will we have access to, or be able to see the additional financial questions you were asked, or how you answered.

We will only provide them with the Value of your order, and they will return the amount paid through finance and a transaction number.

For more information please see their website:

• Payl8r Finance

Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

• Pay in 3

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Klarna’s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply. klarna.com/uk/terms-and-conditions

1.6  – Delivery

The delivery cost and an approximate delivery time will be shown at the basket stage, prior to completing the order, we offer different delivery options and where possible provide the choice of a standard or express service, please note that with any delivery option we can only provide an approximate delivery date and no guarantee is provided of the specific date the delivery will be made.

As the delivery is provided via a courier service it is important that you ensure there will be someone available at the delivery location to sign for the parcel. No refund of the delivery cost will be made for failed deliveries where there has been no-one available to accept the parcel.

Although every effort will be made to ensure that all orders are delivered in a timely manner there can be events outside our control that may cause a delay in delivery. Express delivery is an option at extra cost which offers a 1-2 working day delivery service although due to any unforeseen delays with the courier this is not guaranteed and we cannot be held responsible if the items do not arrive within the expected timeframe.

This can include incidents such as vehicle breakdown, accidents and stock issues such as missing items due to damage or store theft etc On these occasions we will do our best to minimise any inconvenience to you and will look to keep you informed, however we will not cover any consequential costs incurred such as time off work, missed game days .

Please note that certain types of orders will also add extra time onto the estimated delivery date shown, due to additional work that will need to be done prior to dispatch, this includes orders that contain things like two toned items or any workshop jobs.

All our deliveries are made via a courier service and We reserve the right to use the courier of our choice for each delivery.

If at any time a delivery is lost in transit either during the shipment or delivered incorrectly the customer must inform us immediately no later than 14 days after dispatch. If an Item is delivered and stolen whether that be from inside the property or from the customers door the customer must again notify us of this immediately within 14 days of dispatch.

If an Item is stolen from the property AFTER the customer has signed for this then the theft must be reported to your local police constabulary as a case of property theft and not claimed as an undelivered parcel.

All couriers will charge a re-routing fee if a package is re-routed due to an incorrect or incomplete address. We reserve the right to pass these fees on to you if this situation occurs. You will be notified by e-mail in such a case. The carriers charge this fee for the extra work involved if you do not provide your full and accurate address – please ensure your shipping address is correct as we can not be held responsible for undelivered parcels due to an incorrect address being provided.

1.7  – International Shipping

Due to the nature of some of the goods we sell, all customers that request shipment overseas do so entirely at their own risk. We will always do the best we can to ensure packages clear customs promptly and safely, but we cannot be held responsible for the actions of customs, under any circumstances, once the package leaves the UK.

It is entirely the responsibility of the customer to ensure the goods they are ordering are legal in their destination country and do not require any special permits etc. prior to ordering from us. Defcon Airsoft are not responsible for any packages held, or destroyed, and cannot give refunds under these circumstances.

If the goods are returned to us by the seizing authority, we will refund your payment for the goods (not the shipping cost) less any fines or charges imposed by that authority for the handling and return of said goods. We will issue the refund only WHEN the goods are received and checked by ourselves.

As the customer/importer you are responsible for any licenses, special permissions, laws or regulations or that apply to your country!

2 – Returns Procedure

2.1 – Preparing items for return

Please CONTACT US FIRST to notify us of your wish to return an item to get an RMA number (Returns Authorisation).

When contacting us provide your order details such as the order number or the full name and address on the order. If we are unable to find your order details such as if you cannot provide the order number or if the item was a cash purchase in store, then you may also need to provide a proof of purchase for the return to proceed.

Once you have an RMA number please download and complete the form HERE.  This form needs to be completed in full and enclosed with the item(s) you are returning.

When returning, it is important to ensure that you package the items securely to prevent any damage in transit, please ensure the item is wrapped so the original box is not visible.

Please also ensure that, unless previously agreed with us, items are returned complete and include all original parts such as original retail packaging, instructions and any included components like batteries and chargers etc.

Please take care of the goods and any packaging. If their value is diminished by any amount as a result of handling of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods (particularly if it goes beyond the sort of handling that might reasonably be allowed in a shop) we reserve the right to deduct that amount from the refund, up to the value of the purchase price.

Items returned without this may take longer to process or may not be able to be accepted at all.

Return Address:

Returns (insert RMA number here)

Defcon Airsoft

Stanton Road

Meir

Stoke-on-Trent

Staffordshire

ST3 6DD

 

2.2 – Returning unwanted items [cancelled orders]

To return items of this nature you will need to notify us within 14 days of receiving them and then return them to us within 14 days of this notification.

You would be responsible for arranging and paying for the cost of the return and as such it is entirely your choice as to how you do this, however we would recommend that a tracked and insured service is used as we cannot cover any damage or loss in transit and can only take responsibility for the items once they have been received.

In order to be refunded items will also need to be returned complete and in an ‘as new’ condition, items returned incomplete or that have been handled excessively may still be able to be refunded however a deduction may be made to the refund to cover the cost of the missing / used items.

Please note that we are unable to accept returns for cancellation for any items that have been ‘customised to order’ such as two-tone items or items modified by the workshop at your request. This does not affect your ability to return these items if they are faulty for repair or not as described.

2.3 – Returning items that are faulty on receipt or items received not as described

When you are returning an item due to a fault or if an item is not as described then please contact us to arrange the return prior to posting anything back to us, we can then arrange to reimburse you up to £5 for the return postage costs of small items and for larger items £10. In situations where the cost of the return will exceed £10, due to the size or weight etc of the item we will arrange a collection from you via our courier. When arranging the return of an item this will need to be requested by you. Any Item Posted will only be refunded the stated amount if a collection is not requested prior to sending

Please keep your proof of postage as this will be needed to issue the refund. Either of these options would need to be agreed with us in advance and please note we will not cover the cost of any ‘premium’ service you may choose to use, such as a timed or ‘AM’ service.

If we do opt to arrange a courier collection, then this can be made for any UK address but will require someone to be at the premises on the day of collection and is only available Monday to Friday [excluding public holidays].

You are of course welcome to make any arrangements of your choice to return the items however we may not then be able to cover any of the cost of the return.

2.4 – Once the items are received by us

When the returned items are received, they will be initially inspected by our returns department and we will then contact you with an update if applicable.

For returns where we have sent you an incorrect item, we will contact you to arrange for either a replacement item to be sent to you or for a refund. For unwanted items the details will be passed onto our customer service team for the refund to be issued. This process is typically completed within 14 working days of the receipt of the items.

For faulty returns the item/s will then be booked into our technician for a more thorough inspection and we will again contact you with an update once this has been completed. Please note that although we will again look to complete this within the usual 14 working days, in busier periods or with more complex issues this process may take longer. We will however look to complete this process in a maximum time of 30 days unless otherwise agreed beforehand with you.

If a fault was found with the item we would cover all of the postage costs to and from the customer (as stated in section 2.3), if after inspection no issues have been found we have to charge for all postage costs.

3  – Faulty Items

3.1 – Faulty items less than 14 days

In the unlikely event that your new purchase is faulty then please contact Defcon Airsoft immediately ([email protected]) to discuss your problem.

OUR ENGINEERS ARE ALL TRAINED TO UNDERTAKE REPAIR AND REMEDIAL WORK. UNDER NO CIRCUMSTANCES SHOULD YOU ATTEMPT TO DISASSEMBLE ANY PRODUCTS PURCHASED FROM US YOURSELF -DOING SO WILL INVALIDATE YOUR WARRANTY.

PLEASE OBSERVE ANY ADVICE GIVEN AT THE TIME OF PURCHASE CONCERNING BATTERY TYPES AND POWER AS USING AN INCORRECT BATTERY IN YOUR NEW AEG WILL INVALIDATE YOUR WARRANTY.

 

No refunds will be given on any product that has been damaged by negligence, carelessness or misuse.

If you have returned a faulty item to us within 14 days of having received it then once it has been inspected, unless the fault is found to be due to user error or misuse, you can choose to either have the item refunded, replaced or repaired, Please note that if the faulty product has signs of cosmetic wear (i.e. Scratched during a game) then only a repair will be offered we will also cover the cost of returning the item to you if repaired or replaced. If the item is unrepairable or is not cost effective to repair, then we may choose to issue a refund or replacement instead of a repair.

3.2 – Faulty items over 14 days but less than the stated warranty period for the item.

 

If you have returned a faulty item to us outside of 14 days of having received it but within 3 months for AEG and 1 month for GBB then once it has been inspected, unless the fault is found to be due to user error or misuse, the item will be repaired and returned to you free of charge. If the item is unrepairable or is not cost effective to repair, then we may choose to issue a refund or replacement instead of a repair].

The Defcon Airsoft warranty does not include any the following:

-Any transportation costs incurred in transporting the item back to us for repair.
-Any breakages as a result of accidental/negligent damage.
-Any routine maintenance required
-Any faults arising from misuse
-Any faults arising from any repairs not previously carried out by Defcon Airsoft
-Any upgrades that have been installed in the product other than those done by the Defcon Airsoft engineers.
-Any faults arising from the use of poor quality sub standard BB’s.
-Any battery other than an 8.4v Nimh or 7.4V Lipo has been used unless specifically stated in the product listing.
-If a Gas Blow Back or Gas Non Blow Back product is being covered under our warranty then our warranty will be void if the item has been used with anything other than 134A/nuprol 1.0 for Tokyo Marui products and Nuprol 2.0/GreenGas for other GBB’s.We do not waranty any GBB products used with HPA.
-Any Feet Per Second (FPS) variance. This may be different from the indicated FPS as this is only a guideline.
-External damage or wear and tear.

Your Defcon Airsoft warranty is also invalidated if:

The product has been altered or adjusted in any way from its original format, this includes all internal upgrades.

Any repairs or maintenance to the item(s) have been carried out by any non Defcon Airsoft or other authorized personnel.

A fault has arisen from the use of poor quality sub standard BB’s

3.3 – What happens if a faulty item is not covered or is over the stated warranty period.

If an item is returned over the items stated warranty period after receipt, has not been purchased from us at all or after inspection we are unable to determine that the item has suffered from a manufacturing defect and you are unable to provide evidence of this, we may still be able to offer a repair however this would likely be a chargeable service.

If this is the case, we will contact you to discuss this prior to commencing any work.

Please note that included items such as Batteries and Chargers are considered free gifts supplied by the manufacturer and cannot be returned. We recommend that when purchasing an Airsoft Weapon you also purchase a new Battery and Charger (if required) for maximum reliability.

3.4 – Warranty Periods

 Warranty periods apply from the date of the purchase and are as follows:

3 months: All AEG’s
1 month: Gas powered pistols, rifles, grenades, batteries, chargers.
1 month: any other items not specified above

Goods purchased will become void from our warranty period if they are not used in the manner they were intended, or if upon inspection and examination it seems apparent that the item has been mistreated, ill maintained, abused, used excessively, modified, upgraded (including changes from the manufacturers original specification), dismantled in any way by someone other than Defcon Airsoft staff, or by using unsuitable batteries, ammo or gas.

4 – Refunds

4.1 – Process

When a refund is issued it will always be returned to the payment method initially used for the purchase, we cannot issue a refund via a different method or to a different person.

Once a refund has been agreed we will typically process it straight away and it should clear back onto the original payment method within 7 working days, however during busier periods or if there are any other issues this process may take longer. We will however look to ensure all refunds are issued within a maximum of 14 days.

4.2 – When a refund would not be offered

There are certain circumstances where a refund may not be available examples of these are listed below:

• If you have damaged an item by trying to repair, it yourself or getting someone else to do it.
• Items that have been altered after receipt, either by you or a 3rd party
• Non-faulty customised items such as two-toned items or modified items
• Items returned by someone other than the original customer
• Non-faulty items that have been used more than would be needed to inspect the items as you would reasonably do in a shop prior to purchase.
• Customised items such as two-toned items or modified items – if these are faulty and within the warranty period they will be repaired.

5 – Weapon Specific Terms

5.1 – FPS

The stated feet per second (FPS) listed on our website is based on the results achieved on the first unit taken into stock from our suppliers. Subsequent units on newer deliveries or new production runs may deviate from this figure substantially.

Before dispatch we check weapon power FPS Levels ourselves in store using an xcoretech Chronograph to ensure compliance in accordance with UK Laws. This check is done solely for this purpose and is not done in relation to checking the performance, range or accuracy of the item. If you require a specific FPS, please contact us to arrange this as there may be a charge for doing so.

We would deem an FPS of 300 or over with a 0.20g BB an acceptable FPS if this is to low for your requirements please contact us to see what we can do.

This does not apply to Tokyo Marui rifles as the FPS for these rifles is well known to be below 300 FPS due to the country of manufacturing. (Japan)

5.2 – Battery use.

A 7.4v LiPo battery no higher than a 30c discharge rate is recommended for the majority of our AEG’s,11.1v LiPo batteries are for use in highly tuned and modified AEGs ONLY. The use of an 11.1v LiPo, 10.8V NiMh/NiCd or higher voltages would be classed as miss-use and voids all warranty on all AEGs supplied by us unless specified by ourselves on the product listing on our website. This also includes where manufacturers, suppliers and other retailers state that an item is 11.1v LiPo ready.

11.1v LiPo batteries should only be used in products where we have specifically stated that the item is suitable for 11.1v LiPo in the product specification or description of the product.

5.3 – User Error

If any faults, malfunctions or other issues are deemed to have arisen from user error we cannot accept a return or issue a refund, we may still be able to help you in repairing the problem but there may be a charge for this service.

Examples of user error are, and not limited to:

5.3.1 – Weapon Modification/Upgrading

We do understand that our customers like to modify/upgrade their weapons, however we may not be able to cover a repair once alteration or modification has been made, or if the weapon has been taken apart outside of expected maintenance (such as for normal cleaning and lubrication) if for any reason the weapon needs to be serviced fully during the warranty period this will need to be carried out by ourselves or a technician approved by us.

5.3.3 – Use of Poor-Quality BBs

There are many different brands and types of BBs available and you do not have to purchase them from ourselves, however we do ask that you ensure that the ones you use are of good quality.

Please don’t use cheap / low quality BBs in airsoft replicas supplied by us, if any evidence is found that low quality BBs such as 0.12/0.15g Yellow/Blue/Black BB’s commonly found on places such as Ebay/amazon have been used, we may not be able to accept a return/warranty repair or offer a refund.

We recommend any of the brands we sell on our website and instore and have tested many different brands over the years if you have any doubt to the quality of a brand please contact us for further assistance.

5.4 – Included Free Chargers / Batteries

Some manufacturers include a free battery and charger in the box, but we recommend using a high-quality battery and charger.

The reason for this is it is typical for these items to be a very cheap / low quality products that will not allow you to get the best out of your new gun. The charger is usually of an EU style 2-pin plug [which can be used in a normal UK shaver socket] but does not offer safety features like an auto cut-off feature when the battery is fully charged, the battery is also usually of a lower capacity and quality than aftermarket products.

Due to the nature of these items, and the fact that we cannot confirm their manufacturing origins, we cannot accept returns of these batteries and chargers if they come supplied with a weapon as a ‘free gift’ from the manufacturer.

6 – Price Match Promise

We are always happy to try and price match our products with lower prices online or in store but cannot guarantee that a price match will always be possible, for us to price match any items the items need to be in stock and available for delivery with another UK retailer and we must be able to confirm the retailers price.

7 – Pricing

We try to make sure that our pricing is as accurate as possible. The correct price for any product is that displayed on the website at the time we receive your order. If we make a mistake on price and it is higher than it should be then we will refund the difference.

We will always try to give you the best possible deals and keep our prices as low as possible.

8 – Stock Availability

We always try to make sure that stock levels are as accurate as possible, and we always try to keep items in stock ready to be sent to you as soon as you want them. If an item is out of stock some items may allow you to place a pre-order for when the items come back into stock when the items are back in stock they will be dispatched at the soonest opportunity but we can not guarantee any time frame on pre-order items although we will do our best to get the items as quick as possible. If an order is placed with items set as a pre order and other items that are in stock. The Order will be placed on hold until all items are in stock with us and the order will be shipped in full. If you would like the order split and the in stock items sent first that will need to be requested by the customer. We would then arrange a second shipping charge when the pre order items arrive in stock for those to be shipped to you.

 9 – Payment

We accept credit card and debit card payments via our secure website, or over the phone and in addition PayPal payments via the website.

We might not be able to accept your order if:

• Your funds don’t clear, whether you are paying by credit/debit card or PayPal
• We have made a pricing or product description error
• A product is out of stock, is not available

We care about protecting you from fraud. If we suspect that your card has been stolen and someone else is using it then we will not sell the goods to them. For this reason, we reserve the right to refuse any order.

10 – Two Tone Service

Defcon Airsoft provide a service where realistic imitation firearms (RIFs) can be altered from their original form by painting a substantial area of the RIF with a bright colour. We reserve the right to coat or paint whatever parts of the RIF we deem necessary for the RIF to be a ‘two tone’.

This is an additional service at a cost of £4.99 which needs to be added to the basket when placing your order

A two tone service can take up to seven working days to complete, not including delivery days, from the first full business day after the purchase date.

The intent of the service is to provide an option to purchase an Airsoft RIF for those who are 18 years of age and above and who do not hold a recognised valid Airsoft defence – please see here for more information on valid defences.

When you purchase a two-tone service or an item that is displayed as pre-two-tone from our website you will need to send a photo of a valid photo ID to support @defconairsoft.co.uk stating your order number in the subject.Once this is recieved your order will be processed,We will also send an email to the email address provided on your order to request this until this is provided we can not process your order.

The only groups of persons now allowed to purchase RIF’s are Film,TV, Museums, Theatres, Crown Servants, and persons engaged in Historical Military Re-enactment activities, and of course regular airsoft skirmishers. All these purchasers must be over 18 years of age.

Please note removing  a two tone coating or paint without a valid defence could be considered as ‘manufacturing a realistic imitation firearm’ and as such that person could be prosecuted.

Ref: Violent Crimes Reduction Act 2006 section 36 (1) (b)

If for any reason the above terms are in anyway unacceptable to you then please do not order the service. Placing and completing a two tone order on our website or in store means you have read and accepted the above terms.

10.1 – Age Restricted Items

In order to purchase an Airsoft Weapon/Realistic Imitation Firearm, you must be over 18. This applies to both weapons in standard Military Colours as well as Two Toned Weapons and also product such as compressed gas.

When ordering you will need to confirm your Age by sending a valid photo I.D with your order number to support @defconairsoft.co.uk until this is received your order will not be processed we will also send an email to the email address provided on your order to request this.

10.2 – Refunds and Returns

Once painted we are unable to take the product back for a refund or store credit due to it then becoming a custom item.

If on receipt a weapon is faulty then contact us immediately. Please do not under any circumstances attempt to diagnose or fix any issues by disassembling the RIF in any way no matter how small. Any attempt to do this will invalidate your option to have the issue diagnosed and if applicable, fixed at no cost to yourself.

10.3 – Order Cancelling

Once a two tone order is placed the two tone service could begin immediately. If an order has been placed and you wish to cancel you must call us immediately and confirm with a member of staff that you wish to cancel. If work has started on the RIF we may not be able to provide a refund for that part of the order.

10.4 – Modifying Two Tone Weapons

If a painted weapon has been modified, such as purposefully removing the paint, we will no longer warranty your weapon.

10.5 – Order Holding

We reserve the right to hold your order should we be required to stop your parcel for legal reasons. If we hold your parcel, we will attempt to contact you immediately if contact is not made we will continue to try for the next 7 days.

Should we not be able to contact within an appropriate amount of time we will cancel your order and refund you.

Below are some possible reasons for orders being held:

• Your Defence is not Valid
• The name on your Defence is different to the one provided with the Defence
• Your Address does not match the Address on your Defence
• Your address is incorrect
• The incorrect postage option was selected
• Items on your order are no longer available
• Items on your order were found to be broken during Quality Control

Please be aware that we will not send out your order if your Defence is invalid, as it is required by law.  Please see here for more information on valid defences.