Due to the effects of the global crisis surrounding COVID-19 we are likely to continue to experience some disruption throughout Summer, right now our main priority is ensuring that any disruption is kept to a minimum and we communicate with all customers as much a possible. We are seeing similar questions every day so we thought it may be a good idea for us to pop a list of FAQ over to you to give you peace of mind and reassurance that we are doing all we can.
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 and to avoid confusion we are unable to give exact delivery dates. Please refer to the original lead time for the item when you placed your order.
What are the current lead times of items? As you can image lead times for new orders are changing daily and the lead times shown at the time of placing your order are generally accurate, although as we are now easing out of lockdown these are improving and 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? We are doing all we can to restock items but of course COVID-19 has caused delays to manufacturing as a whole so things take time, as restrictions are lifted fully, we are increasing manufacturing daily so please please be patient, we promise to keep restocking as much as we can as soon as things arrive.
I've waited past the original lead time, why is my order taking so long? Production has been very disrupted since the beginning of the lockdown last year and whilst our lead times are still a little longer than we would ideally like, we are now trying our best to catch up and bring these down. Please don't worry, we haven't forgotten about you, we will be adding extra treats to all of those that have experienced longer than expected lead time orders.
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 - firstname.lastname@example.org 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 65+ 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.
The money for my order has been taken from my account but my items have not been despatched yet? You are charged at the point of order and the funds go into a holding account until the items are despatched, at which point the funds are released to us.
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 - email@example.com OR call us on 0114 303 5141.
As a family run business we genuinely cannot thank you enough for your continued support and understanding during this time. We look forward to coming out the other side on a high, but in the meantime our absolute priority is to get through this and we can only do this with you by our side.
Love Team Navy