We are seeing similar questions every day so here is a list of FAQ to give you a answer to our most commonly asked questions.
Can you please tell me when my item/items will arrive?
As our tools are made to order and hand finished, they do take a little longer to manufacture. Please refer to the original lead time for the item when you placed your order, we will pop a dispatch email to you when the item is ready to leave.
What are the current lead times of items?
The lead times shown at the time of placing your order are generally accurate, a however we will always do our best to fulfil your order within the original lead time or sooner.
Some items are out of stock or only available to pre-order, when will they be back in stock?
Due to high demand in more than 70 countries and our tools being made to order this can mean there is a wait for some tools to be made. Please be patient, we are working hard to ensure all orders are processed as quickly as possible.
I've waited past the original lead time, why is my order taking so long?
Please don't worry, we haven't forgotten about you, with manufacturing the lead time can be delayed however rest assured that we will add extra treats to all of those that have experienced longer than expected lead times.
I ordered an in-stock item, when will I receive this?
All orders of in-stock items are currently being processed within 2-5 working days. We are a family run business and whilst we want to get your orders out to you as quickly as possible, attention to detail and the safety of our team are paramount.
I received a despatch notification a few days ago but my goods have not yet arrived?
Like us, shipping companies have been under immense pressure due to the effects of the pandemic and the increase in online buying. We send all tools by tracked post, if your order hasn't arrived after 7 working days of being dispatched please email us at - email@example.com and we can track the item for you and provide a tracking number upon request.
Will my order be split and items sent as they are ready?
We generally send all items together once they are ready as this is more environmentally friendly, however if you would like to receive your items as soon as they become available we can certainly arrange this for you for any items over the value of £50. This excludes international orders.
Have you forgotten about my order?
Please rest assured if you have placed an order it will be on our system and will not have been forgotten, we work methodically and treat all orders as a priority.
Do you ship internationally?
Yes, we currently ship to over 70+ countries worldwide
How much is international shipping?
This depends on the weight of the parcel and which country it is being sent to. An estimated postage cost will be calculated for your order prior to payment at checkout.
I do not live in the UK, will I have to pay custom fees?
If your order was placed after 1st January 2021 your order may be subject to customs fees. Any orders placed prior to Brexit which have been charged VAT will generally not be subject to additional taxes, however there are exceptions so please check with the country your order is being delivered to.
Can you supply a PDF invoice for my order?
Yes, when you receive your dispatch notice, you will have the option to download a PDF version of your invoice.
What is the RRP on retail products?
This information is available on our website and can be found in the item description for each product.
How much is the tool sharpening service?
The tool sharpening service is currently £14.99 and is available to purchase here
I have an outstanding order am I able to add to it?
Unfortunately it is not possible to add to orders once they have gone through the checkout process. If your order was placed in the last 24 hours, if you contact customer care, it may be possible for us to manually over-ride this.
I have another question which is not listed here, who can I speak with? If you have a question or need to let off some steam (as we all do sometimes) please don’t hesitate to pop us an email - firstname.lastname@example.org OR call us on 0114 303 5141.
As a family run business we genuinely cannot thank you enough for your continued support.
Love Team Navy