Has my order shipped?
You'll receive a confirmation email from our shipping team as soon as your order is on its way, in most cases the parcel will arrive with you within 7-10 working days following that. You will also receive a tracking number, which will allow you to keep up to date on the progress of the delivery. Please make sure to check your emails before contacting us about your order.
To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates or contact you should you be absent at the time of delivery.
Can you send some of the items in my order early or separately?
Unfortunately, we are unable to split orders once they are placed. Therefore, if you wish to have items shipped separately from each other, please place separate orders for them. All orders in a single order will always be shipped together.
How do I track my order?
You will find a tracking number in the confirmation email you will receive from our shipping team as soon as your order is on its way, you will be able to use that number to track the shipment using the courier's website.
How many discount codes can I use at once?
Discount codes, either from various offers or promotions, or redeemed via loyalty points cannot be combined. Only ONE discount code can ever be used per order.
Can I get a refund if the price has changed since I ordered it?
As a leading online supplier of Kendo equipment, our prices change in response to various factors, including (but not limited to) stock availability, exchange rates, international tax rates, supplier pricing and demand from customers. In cases where the price changes after you have made your order, under no circumstances will we refund or ask you to pay the difference.
My order hasn't arrived yet...
If your order has not arrived within 14 working days of shipment, we'll do everything we can to help.
- Signing into the ‘My Account’ section to check we have the correct delivery address for your order and your contact details are up to date.
- Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
- Checking with your neighbors to see if they have accepted the parcel on your behalf.
- Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage, or porch.
If you still can't find your parcel, please email us and quote your order number. We'll reply as soon as we can and will do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.
An item is missing from my shipment.
- We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
- If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
- If an item is missing, please contact us with the order number and the missing item's name. We will resolve the issue for you as quickly as we can.
Will I be charged customs and import charges?
For most countries we pay for the import charges and customs costs as part of our FREE SHIPPING offer for orders over £95 GBP. You can find out if your country is not eligible for this here.
For countries where we are unable to pay for them, any customs or import duties and/or charges are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
How much is shipping to my country?
Shipping costs will be displayed at checkout, and all orders over £95 GBP have FREE SHIPPING to all countries!