Frequently Asked Questions - All your questions, answered.
FAQ's on Returns
Note: For all returns, you need to fill out a Returns Sheet so please e-mail us to request one of these.
Q: What is your Returns Policy?
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee. All you need to do is return the product to us within 30 days of receiving it in its original condition and we will give a full refund or credit towards goods - whichever you prefer.
Q: I have a problem with my reel, what should I do?
A: Please do not try to fix it yourself, the best option is to post it back to us with a cover letter and your details. For proof of purchase we will need either your copy of the invoice/receipt or your order number.
Around 99% of our reel returns are because of people thinking that there is a problem with their reel and either taking it apart or spraying WD40 on it. Do not do either, as both will ruin your reel. Spraying WD40 cleans the grease off it, and then it evaporates and leaves the reel trying to run with no grease. WD40 is great for cleaning your reel but it is also a degreaser and your reel needs grease to work properly.
Q: The item I ordered from you is broken / faulty, what should I do?
A: In this case, the best thing to do is to post the item back to us with a returns sheet (e-mail us if you need one sent to you) explaining what is wrong with the item and also giving your details. We will need your name, phone number, order number and address. Please make sure that it is written clearly, if possible it is always better if it is typed. We will then seek advice from the manufacturer and take it from there.
Q: What if the item I want to exchange it for costs more?
A: If the item costs more and you would like to upgrade, please put in a payment for the difference in price. For the payment you can put in a postal order or a cheque, if you put in cash or card details please make sure that this is well hidden. On the second page of the returns sheet there is a section for you to include your card details for this purpose (e-mail us if you need one sent to you).
Q: Should I send the parcel by recorded delivery?
A: Yes, we recommend that all returned parcels are sent by recorded delivery. This is because they can be lost or damaged in the post and Mikes Tackle Shop Ltd cannot be held responsible for any losses or damages that are caused in transit.
Q: I ordered a size XL jacket but it doesn't fit, can I change it?
A: Yes you can, simply post it back to us with a returns sheet (e-mail us if you need one sent to you) explaining that you would like a different size and include your name, address and phone number. When we receive it we will post it out to you as soon as we can. Postage charges may apply.
The fastest way to get a replacement is to order another one from our site in the correct size and sending back the one that does not fit. Simply add to your returns sheet that you have ordered another size and would like the returned item to be refunded. Please remember to include your order number and telephone number. The parcel is your responsibility until it reaches us.
Q: Can your courior uplift the item?
A: In most cases we will not arrange for our courier to pick the parcel up. If you would like us to arrange a pickup for an item that was ordered in error such as the above FAQ, then the cost of a pickup is £10. It is only when an item was sent to you in error or has an obvious manufacturers fault that we will arrange a pickup but the item must also be to large to go by Royal Mail.
Q: I received some items from someone as a gift and they were bought from you, can I exchange them?
A: Yes, if the items have not been used and you can give us the name of the person who ordered them for you then we can exchange them. Simply post it back to us with a returns sheet (e-mail us if you need one sent to you) explaining that you would like different items and include your name, address and phone number. When we receive it we will post it out to you as soon as we can. Postage charges may apply and if the items you are ordering are more expensive you will have to pay for the difference in value.
Q: Where will I return my product to?
A: The address for you to return your product is available by clicking here.
NB: It will streamline the process if you mark all faulty products as 'F.A.O Returns Department'.
Q: If the product is faulty will I be refunded for the postage?
A: Yes, but we will only be able to refund it for the cost of sending by registered post and not by special delivery or other extra services. When it arrives with us we will weigh it and give a refund accordingly, the parcel is your responsibility until it reaches us.
Q: How can I get a returns sheet?
A: Soon we will have a pdf version available for download but at the moment you can e-mail us and we will send one to you that you can print and fill out.
FAQ on your order
Q: When will I get my order?
A: When we have items in stock we will try to get them to you by the next working day when possible. However, this is not always possible when we are very busy or when we are temporarily out of stock of an item. In this case it should still only take 5-12 business days when there is a delay. We sent out what we have by next day delivery if there is any sort of delay. During busy times we can become back logged so please allow around 5-6 working days before contacting us.
Q: How do I get the special offers on your site such as 'Buy 4 and get a 5th Free'?
A: When you buy any 4 of these items we will add a 5th one free when picking your order. The same goes for 'Buy 5 get a 6th Free' or something similar. If you would like to specify which one you want please enter it into the customer comments box at the checkout, otherwise we can select one for you.
Q: I have only received part of my order, why is this?
A: In order to give you the best possible mail order service we will send out any of your items as soon as possible. When we only have part of the order we will get it sent straight to you. There should always be a note in with your order explaining that we are temporarily out of stock of some of the items and they will follow ASAP. You are not charged any extra postage or packaging, these costs are absorbed by us.
Q: When will I get the rest of my order?
A: As soon as our supplier can have them sent to us we will have the item/s dispatched to you by next day delivery as soon as we get them. Some products can be out of stock at the suppliers for a little longer so if you have any concerns please contacts us.
Q: When will I be Charged?
A: When you reach the final billing page and submit your order we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
Q: My measurements are '------', what size should I get?
A: We are never actually given any proper measurements from the suppliers. This is mainly because the exact measurements will vary depending on the brand and design. Here is a rough sizeing guide:
|
Men's Sizes |
S |
M |
L |
XL |
XXL |
|
Chest |
86-91
(34-36) |
97-102
(38-40) |
107-112
(42-44) |
117-122
(46-48) |
127-132
(50-52) |
|
Waist |
71-76
(28-30) |
81-86
(32-34) |
91-97
(36-38) |
102-107
(40-42) |
112-117
(44-46) |
|
Hips |
91-97
(36-38) |
99-104
(39-41) |
107-112
(42-44) |
114-119
(45-47) |
112-127
(48-50) |
|
Thigh |
53
(21) |
56
(22) |
58
(23) |
61
(24) |
63
(25) |
|
Neck |
37
(14½) |
39
(15½) |
42
(16½) |
44
(17½) |
47
(18½) |
|
Glove Sizes |
S |
M |
L |
XL |
XXL |
|
Centimeters
Inches |
18-21½
(7-8½) |
20-24
(8-9½) |
23-26½
(9-10½) |
25½-29
(10-11½) |
28-32
(11-12½) |
|
SHOE SIZES |
|
EURO SIZE |
BRITISH SIZE |
EURO SIZE |
BRITISH SIZE |
|
35 |
1 |
41 |
7 |
|
36 |
2 |
42 |
8 |
|
37 |
3 |
43 |
9 |
|
38 |
4 |
44 |
10 |
|
39 |
5 |
45 |
11 |
|
40 |
6 |
46 |
12 |
Delivery FAQ
Q: Can I track my order?
A: To some degree, yes. Although this is not always useful as everything that is sent by royal mail is sent by first class post and anything else is sent by our courier and is guaranteed for next day. This means that everything is delivered within 1-2 business days when it leaves us. If you think there is a delay you can request a tracking number here and go to www.city-link.co.uk or www.royalmail.com to track the parcel.
Q: Can you give me a specific delivery date for my order because I want to make sure someone is in to receive it?
A: We can't guarantee a specific delivery date for an order unless it is placed as a next day delivery. In the event that a parcel has had an attempted delivery and nobody was there to recieve it our courier will leave a card for you to contact them so you can arrange a delivery date with them or the card will state a time and day when the driver will return.
Q: Will my parcel be sent by recorded delivery?
A: Yes, all of the parcels that we send are recorded delivery and all are required to be signed for. This ensures the maximum security of your items and allows us to keep up to date with where your parcel is.
Q: Can my parcel be left in a secure location such as my porch or with a neighbour?
A: Unfortunately, for the security reasons all of our parcels are required to be signed for and if we request for a parcel to be left in a porch or anywhere without a signature then we can't gurantee its safety. We cannot leave the parcel with a neighbour apart from in certain circumstances because this is not always safe.
Q: What courier do you use?
A: For standard deliveries in the UK we use Royal Mail and City Link. For international orders we use Royal Mail, and City Link who will sub contract the delivery to the best courier in your country such as Fed Ex or TNT as well as some others that they will choose from.
Q: Your courier tried to deliver when I was not in, what should I do?
A: Our courier will only attempt to deliver your parcel twice and then they will return it to us. The maximum that they will hold onto the item is 8 working days. When you have had a card put through your door you will need to phone the number that is on the card so you can either tell them when you will be in to receive it or you could arrange to uplift it from your local depo.
Q: I work all day and will not be in to receive the parcel, can I have it delivered to my work address?
A: Yes, when you are filling out the order form to place your order you will be given the option to enter a different delivery address, we will send it to that one for you. If you have already placed the order and our courior have already attempted delivery then we will have to arrange what is called a 'Third Party Collection and Delivery'. This is how the parcel is forwarded to a different address and costs up to £16, please contact us if you need this arranged.
FAQ on our site
Q: What is Netbanx?
A: Netbanx is a reliable finance company that processes your card details through a secure 128bit encryption for complete security. They take payment on our behalf and notify us that a payment has been made.
Q: How can I place an order?
A: There is more than one way to place an order with us but the best way is online, other wise you can send us a postal order with a cheque or money order or phone 0131 657 3258. When placing an order online you simply add what you want to the cart (click 'add to cart' next to the item). When you are done picking items just click on 'checkout' at the top right corner of the page. Here you will be able to create a new online account with us so you won't have to re-type your details every time you order from us. From here, it's just step by step instructions through the rest of the process.
Q: What cards do you accept as valid forms of payment?
A: We accept all major credit and debit cards. If you are having any trouble with Netbanx approving your payment details then here are the contact details for netbanx:
Call: 01223 847175
Fax: 01223 847176
Email: support@netbanx.com
Q: Do you have a shop?
A: Yes, we do. You can find our address by going to the 'contact us' section at the top of the page and you will find our address. You can also visit us if you would like to have a look around the shop. Click here for a map and directions.
Problem FAQ's
Q: I could not complete my order after making my payment, how can I make sure my order went through?
A: If you did not follow the link that Netbanx provide after making payment then we have not recieved your order. After making the payment to Netbanx you must return to our site via the link provided by Netbanx or we will not know about your order. When this happens we will recieve a payment confirmation from Netbanx and will know that we have recieved your payment.
If this problem occurs, you will recieve a confirmation from Netbanx but not from us. Please forward the Netbanx e-mail to us with details of your delivey address and what you ordered. We will reply to your e-mail to confirm that your order will be sent out. If you followed the link provided, you should also get an automated e-mail from our site and this will indicate that we have received your order and everything is ok.
Q: I can't get Netbanx to take my payment, what is wrong?
A: This is often caused by entering the information in wrong. If you are having any trouble with Netbanx approving your payment details then here are the contact details for netbanx:
Call: 01223 847175
Fax: 01223 847176
Email: support@netbanx.com
If you get in touch with their support team, they will be able to point you in the right direction and tell you what you are doing wrong. It may be a good idea to contact them to ensure that this is the case.
FAQ Other
Q: Can I send a cheque or postal order to pay for my order?
A: Yes you can, simply e-mail us and request and order sheet and it will be sent to you as an e-mail attachment which you can print and fill out then send back to us. When using this method you can also fill out your card details and we can take payment from your cards as the items get sent out.
Q: The answer to my question is not here, can I e-mail you with a question on my order?
A: Yes, just e-mail us on sales@mikestackleshop.com. However, please be sure to make the subject line of your order as follows 'RE: order #xxx' putting your number in place of xxx. This will ensure that your e-mail is not deleted as spam.
If you have not yet placed an order but have a question, please title your e-mail as 'Enquiry for Mikes Tackle Shop'. NB: e-mailing us from the 'contact us' section will put this in automatically. |
