F.A.Q

1. WHAT COURIERS DO YOU USE FOR DELIVERIES?

We use Royal mail for our deliveries.


2. WHAT ARE THE DELIVERY TIMES?

If ordering after 3pm your order will not be shipped until the subsequent day.  If ordering before 3pm on a Friday your order will not be delivered until the Monday. If you order after 3pm on Friday you order will be shipped out Monday.

Europe: 3 - 7 days delivery, depending on where you live in Europe ( all parcels are sent by Royal Mail services )

Outside of Europe: 5 - 15 days delivery, depending on where you live. 


3. WHAT IF I'M NOT HOME WHEN IT'S DELIVERED?

Should Royal Mail not be able to obtain a signature at your address they will return your parcel to your national postal service within your country. Please contact your national postal service to organise redelivery of your parcel.


4. CAN SOMEONE ELSE SIGN FOR MY DELIVERY?

 Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.


5. CAN I CHANGE THE DELIVERY ADDRESS?

For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.

Orders placed over the telephone must be shipped to the billing address.

If the order has already left our warehouse, then the delivery address cannot be changed.


6. CAN I TRACK MY ORDER?

Your tracking details will be emailed to you when your order is dispatched. You can also track your order in your my account page area by simply clicking the orders tab and click the tracking link.


7. WILL I HAVE TO PAY CUSTOM CHARGES?

Customs and import duties 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 might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipping costs, customs charges and handling fees will all be deductible from any refund due.


8. IS IT SAFE TO ORDER ONLINE?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.


9. WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following card payments: Mastercard, VISA, Switch / Maestro, Visa Debit, Delta and Electron and PAYPAL


10. WHAT IS 3D SECURE?

3D Secure stands for Three Domain Secure, which is the issuer domain, the internet domain and the acquirer domain; all three work securely to reduce online fraud. Both Visa and MasterCard have their own versions of 3D Secure; Visa call theirs "Verified By Visa" and MasterCard call theirs "MasterCard SecureCode". 3D Secure was introduced to combat online fraud which has increased since the inception of in-store Chip & PIN. 3D secure is an advanced fraud protection service for the web - requiring authentication from your bank via a password, much like Chip & PIN.


11. WHAT CURRIENCIES CAN I USE?

We only accept British Pound (GBP) at the moment but we will be introducing other currencies in the future.


12. WHEN WILL MY CARD BE USED FOR MY ORDER?

Your card will be charged at the last stage of the checkout. We will run a few security checks and then your order will be sent to the warehouse for picking.


13. CAN I USE A DIFFERNT PAYMENT METHOD?

Yes. You can use PayPal. We do not accept cheque.


14. YOU HAVE REFUNDED ME THE WRONG AMOUNT?

Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact customer care quoting your order number and the required refund amount.

Please note: Delivery charges are non refundable (unless you have received a wrong or faulty item from us ) so you will be refunded the full value of the items returned less the delivery 



15. WILL YOU BE GETTING MORE STOCK?

We try and restock products where we can, but a lot of our products are limited and once they are sold they've gone. If you like an item you better order it fast.


16. DO YOU HAVE MORE SIZES AVAILABLE?

With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email us, we will be happy to help.


17. WHAT IS A PRE-ORDER?

We offer our customers the chance to purchase certain limited styles prior to release. Payment is taken at the time the order is placed and guarantees the goods will be shipped immediately once the product arrives into stock. Due to the nature of some of these releases we cannot always confirm when the goods will arrive into stock, however, we will endeavour to keep you updated on the progress of your order.


18. CAN I GET MORE INFORMATION?

We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email our customer service team at CONTACT@TRUESOLDIERSHOP.COM. They will try to provide you with all the information you require.


19. THE ITEM I BOUGHT HAS NOW BEEN REDUCED, CAN I HAVE THE DIFFERENCE REFUNDED?

As an online business our prices change in accordance with trends, customer demand and stock availability; we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item first.


20. HOW DO I ORDER?

Once you have found the product you want, select the size and Add to the basket. When you are ready simply go to the basket page, located top right corner and select Checkout.

You don't have to register, you can simply checkout as a Guest. But we do recommend you register with us, to make future purchases much quicker.

You will be asked what delivery option and payment method you would like to use and select Submit order to finish.

You should receive a Order Confirmation email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediately.

If you haven't received an email, then please check your SPAM filter first and then contact us.


21. HOW DO I KNOW IF MY ORDER WAS RECIEVED SUCCESSFULLY?

You should receive an Order Confirmation email with your order details. Please check these thoroughly. If you have made any mistakes please contact us immediately. If you haven't received an email, then please check your SPAM filter first and then contact us.


22. CAN I CHANGE OR CANCEL MY ORDER?

We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email our Customer Service team at CONTACT@TRUESOLDIERSHOP.COM for assistance.

We will always do our best to change orders but we can make no guarantees.


23. PART OF MY ORDER IS MISSING OR INCOMPLETE?

Firstly we would like to apologise, but we are only humans and we do make mistakes. Please contact Customer Service team at CONTACT@TRUESOLDIERSHOP.COM immediately so we can help resolve the issue.


24. WHAT IS YOUR RETURNS POLICY? 

Please see our RETURNS PAGE for full details