Shipping & Returns
Most orders received by 3pm Monday - Friday are despatched the same day, otherwise they are despatched the next working day.
UK shipping is FREE for orders over £50 (inc VAT) and are shipped using Royal Mail 2nd class, which takes 2-3 days.
Orders of over £150 (inc VAT) are shipped on a next day courier service free of charge. Our courier is DHL, who will send order notifications by email and SMS, so you always know where your parcel is.
If your order is under the £150 limit you can upgrade to a courier service for a small fee, or to Royal Mail 1st class for an even smaller fee.
International orders are usually shipped with on an Express Courier Service. We use different couriers depending on the destination country but this is mostly DHL. On most occasions international orders are delivered in 2-4 days.
Our international shipping prices are very low and can be calculated on the cart page.
Please note, if you are ordering from a country outside the EU or EEA we will not charge you VAT (sales tax).
Please be aware however that you may be charged import duty or sales tax by customs in the destination country. Whether or not this applies will often depend on order size. Please check the tax rules in the destination country before ordering.
Here are some example rules which were correct at the time of writing (Oct 2016):
Australia: No tax due on orders under $1,000 AUD
USA: No tax due on orders under $700 USD
If you are a business based in an EU country other than the UK and are registered for VAT, please email us you VAT number after ordering and we will refund the VAT charged.
Please contact the shop by telephone or e-mail before returning any goods. Faulty goods will be repaired, replaced or refunded depending on the circumstance. When returning goods please enclose your name, address, telephone number and if possible, date of purchase and order number.
You have 14 days from the date you receive the order to cancel if you wish. If you wish to do so you should contact the shop by telephone or e-mail within 14 days of receipt and arrange return at your own expense. Once the goods are received in good re–sellable condition the refund will be processed, where possible, within 24 hours.
Please note if you are cancelling for any reason other than a warranty return we do not refund anything we charged you for postage when you ordered.
We can not accept returns of custom products, such as rope cut to length unless there is a fault with the item.