Help Centre & FAQs
FREQUENTLY ASKED QUESTIONS
Q. I didn’t receive a confirmation email?
Confirmation emails can sometimes take up to an hour to come through especially in busier periods and they can also end up in your junk folder. If you still do not have one then feel free to contact our customer services for a manual copy - Simply click the contact us button below
Q. Where is my order?
To quickly track your order all you need is your order number and the email address you used at checkout. Your order number will be in your confirmation email, once you have these click the Track My Order button at the top of this section and follow the prompts. If you have not received your order within the specified time stated on the delivery method you chose then please check the product page as this item might be out of stock and your order could be a pre order. If the item is showing as available then please contact us so we can look into this further for you.
Q. My item is showing as due in at a later date, what does this mean?
When an item or specific size of an item is showing with a date next to it ten this means that your item is currently out of stock. The date shown is an estimated due date of delivery to us calculated by the supplier and sometimes these can be subject to change. Once the delivery date has passed and you have not received any tracking information then we advise you to check the product page again for any updates regarding this delivery. Sometimes if the delivery is large then it can take us a few days to get this quality checked and put away before we can start on any pre orders
Q. I have only received part of my order, why?
There are two possibilities:
1. Either the item you didn't receive is out of stock and you have placed a pre order for this which will be dispatched as soon as the stock comes in.
2. Or if the item is showing as in stock on the website then this may have been a packing error and so we ask you to contact our customer service team via the contact us button at the top of this page - if you let us know your order number and the missing items we can look into what has happened and rectify it for you.
Q. I need to change my address
If you have entered the wrong delivery address then we will need to know within the hour to try and amend this for you but if the order was placed between 2-3pm then this cannot be guaranteed as it is too close to our collection time.
Q. Can I cancel/amend my order?
If you need to cancel or amend your order then you may be able to do so within the hour of placing it as long as this is before 2pm. This is because our courier collections come at 3pm and we cannot guarantee that we will see your cancellation/amendment request before this time. If you have placed an order over the weekend then we may take a little longer to look into this for you.
Q. How can I return my item(s) for a Refund or Exchange?
You are more than welcome to return your item if you are within 14 days from the date of delivery for an exchange or refund depending if you are unhappy with your purchase. Warranty Claims are within the first 365 days of order - Given Fair Usage, Also so brands have different Warranty time limits these will be stated where applicable. To start your return simply go to our Patrolstore Returns Centre
Q. My item is faulty
Firstly we would like to apologise if the item you have received is faulty or has become faulty over time, please send in an email with pictures of the fault to our customer service team using the contact us button at the top of this page.
Q. How long will my delivery take?
Q. I have contacted customer services but I have not heard back from them?
Our phone lines and inbox are always very busy and we only operate from a small team meaning this could take a little longer to get back to your query. Sometimes our emails to you can end up in your junk inbox so we advise you to check in there first before contacting us again.
Q. Click & Collect In-Store
If you are coming to collect your order then we do ask you contact us to confirm a time so we can ensure there is someone here and so we can get your items ready too
Q. Do you deliver to BFPO addresses?
We do deliver to BFPO addresses. If you choose to have your goods delivered to a BFPO address, please remember to enter your BFPO and code number e.g. BFPO 1234 into the postcode field.