Answers to common questions
We have provided some information below to answer questions often asked by our online customers and we hope you will find this useful. If, however, you have any further questions, please email us at firstname.lastname@example.org and we shall aim to respond within 48 hours.
What currencies do you accept?
Castle Gunmakers only process orders in Pounds Sterling (GBP).
What cards do you accept?
Visa, Mastercard, Maestro and JCB
How do I place an order?
Start browsing through our different products which can be seen by clicking one of the categories from the ‘SHOP’ dropdown menu in the top bar. When you have found the product you’d like to purchase, simply click ‘ADD TO BASKET’. Continue browsing if you’d like to purchase more products, or checkout by clicking on the ‘CHECKOUT’ link in the top right of every page.
Can I add to an order already placed?
If you have placed an order online but would like to add additional items this may be possible if your order hasn’t already been processed for despatch. Please email email@example.com with your details, including your existing order number, and we shall check if the order has been completed. If your order has already been despatched, then we will require you to place a separate order.
How do I know when my order has been received?
An email will automatically be sent to you as the order is processed, then you will receive another when your order has been dispatched.
How can I contact you about an order?
Please email us on firstname.lastname@example.org and we shall aim to respond within 48 hours.
What payment methods do you accept?
Visa Debit, Visa Credit, MasterCard, American Express and most major credit/debit cards.
Shipping & Delivery
For more details on shipping please review our delivery and returns policy.
If I received a broken or damaged item?
We always ensure plenty of packaging is used to avoid breakages and to protect the products. Unfortunately, there may be an occasion where an item is damaged or broken in transit. If you receive an item that is damaged, please contact us on email@example.com with your order details and we shall do everything possible to resolve the issue and despatch a replacement.
Who will deliver my parcel?
Your order will be delivered by Royal Mail on a tracked service and will require a signature upon receipt (depending on the option selected at checkout). We aim to ship within two working days if the item is in stock. We will contact you directly if there is a problem with your order.
How much does shipping cost?
A Royal Mail rate calculator will automatically update your shipping costs at checkout. We send all small parcels up to 2kg via Royal Mail. Once the parcel is heavier than 2kg then Parcelforce will be used where available.
Can I have free postage?
We all like free postage and we have considered offering it but the costs would have to be absorbed somewhere else (i.e. the price of the clothes going up). This is a genuine charge that we must pay and therefore we have no alternative other than to ask you to contribute to this cost, or if you are local, to order online and collect for free in store.
Can I send a gift directly to a third party?
If you wish a gift to be sent directly, please add their address to the delivery address during checkout and we will deliver the order direct to them. Please tell us if it is a gift within the delivery note section.
Cancellations & Returns
For more details on returns please review our delivery and returns policy.
Can I cancel an order?
If after placing an order you wish to cancel all, or part of it, please contact us on firstname.lastname@example.org. Providing your order has not been processed for dispatch we will do everything possible to cancel and refund your order. If your order has already been dispatched, we ask that you send the goods back to us at your expense. Please ensure the goods are securely packaged with the order number. A refund will be processed within 5 working days of receipt minus the cost of the original postage incurred to you.
How do I return an item?
Castle Gunmakers prides itself on the quality of our service and we always endeavour to meet the highest standards our customers deserve. If you are not 100% happy with your purchase, then we offer the following terms and conditions for your satisfaction.
If your item has been lost or damaged in transit, has arrived faulty, or is incorrect, then please contact us immediately (or within 48 hours of receipt) by email email@example.com.
Goods that you wish to return or exchange, must be sent back to us within 14 days of receipt. Simply return your goods to us at the address below, via a secure Post Office service. We recommend that you use Royal Mail Tracked. Upon receipt of thegoods, we will action yourrequest accordingly, be it a replacement or refund.
Return Address: Customer Returns, Castle Gunmakers Ltd, 17-19 West Street, Norham, Berwick upon Tweed, Northumberland, TD15 2LB
Please note the refund will be for goods returned only, not the postage originally incurred.
Goods returned MUST be in re-saleable condition:
- All items must be in their original packaging/box with all tags still attached.
- No item/garment will be accepted that has been used, worn or damaged.
- No items will be accepted that are wet, dirty or badly soiled.
Any exchange or refund will be actioned within 14 days or thereto (which allows for restocking of replacement if applicable) and a credit from Castle Gunmakers will be shown on your bank statement approximately 3 or 4 working days thereafter. Although we issue a refund straight away it can take some time to show on your account.
Can I return an item to the shop?
If it is more convenient for you to return an item to the shop, please hand deliver the item which must still be in the original packaging.
Shop address: Castle Gunmakers, 17-19 West Street, Norham, Berwick upon Tweed, TD15 2LB
Please enclose a note stating your order number and reason for return to allow us to process the refund. The return shall then be processed, and a refund issued within 5 working days.
What do I do if there is a problem with my order?
Please contact firstname.lastname@example.org and we will respond to you within 48 hours.