FAQs

Typically 1-2 working days for the tracked express deliveries, and perhaps 2-3 working days for regular deliveries. However, this is very much at the mercy of the Royal Mail and courier services.

Typically around 3-4 working days for tracked express deliveries, and around 5 working days for regular deliveries. However, this is very much at the mercy of the Royal Mail and courier services, as well as the customs and import service in your own country.

The services that we use tend to suggest that deliveries worldwide could take 5-8 working days. However, this is very much at the mercy of the Royal Mail and courier services, as well as the customs and import service in your own country.

If you purchased tracked delivery, we should have a tracking number for your package, and you should have received this tracking number in an automated email from the website.

If this email did not arrive, please check your junk or spam folder – if it is not there, please contact us and we will be happy to send you the number directly.

If you purchased tracked delivery, we should have a tracking number for your package, and you should have received this tracking number in an automated email from the website.

You should be able to use that tracking number to see what is happening with your package as it travels towards you. We cannot do anything else other than look at the tracking and echo what it says.

Sometimes deliveries take longer than usual for whatever reason – if your delivery is late and the tracking shows that it is still in transit, it is probably best to wait for it or to contact the courier service directly. If you contact us, there may be a delay before we can contact the courier service – however, if something has gone wrong with the delivery, we will chase up the courier service for you to try to resolve it.

If you purchased regular delivery and we did not purchase a tracking number for you, then you have exactly as much information as we do, so we cannot help you further.

Sometimes deliveries take longer than usual for whatever reason. The lengths of time that we recommend waiting to see if the delivery does arrive are as follows:

• In the UK, we need to wait for at least 2 weeks before we can consider that the package might have been lost in delivery.
• For international deliveries, we need to wait for at least 6 weeks before we can consider that the package might have been lost in delivery.

If you have waited the appropriate length of time, and the package still has not arrived, then please do contact us and we will see what we can do now that the necessary time has elapsed.

Yes – please get in touch as soon as possible, and we can issue a full refund before the package is dispatched to you.

No, but you can request to return the order for a full refund.

Yes, although we must receive the returned item for inspection before we can process the refund:

• If the item is in as-new condition then we can offer a full refund for the item itself, although we cannot refund postage costs.
• If the item is damaged in any way, or is otherwise not in as-new condition and cannot be sold as such, then we might offer a partial discount to account for the reduction in value of the item. We also cannot refund postage costs.

If we do not receive the item, we cannot issue a refund. You are welcome to use whatever postage method you prefer to return the item to us, this is your choice.

Yes, although we must receive the returned item for inspection before we can process the refund or replacement:

• If the item was indeed faulty, we can offer a full refund (including the cost of posting the item to you, and the cost of posting the item back to us up to the value of the postal service that we request you to use).
• If the item was indeed faulty, we can offer a straight replacement (including a refund of the cost of posting the item back to us up to the value of the postal service that we request you to use) with no further postage costs for the replacement.
• If the item was not actually faulty, we can offer a full refund for the item (although we cannot refund any postage costs) or we can replace it with another item (including any partial refund if the new item is cheaper or asking you to pay the difference if the new item is more expensive, and the cost of postage will also need to be paid).

If we do not receive the item, we cannot issue a refund or process a replacement. You are welcome to use whatever postage method you prefer to return the item to us, this is your choice, but any postage refunds will be capped at the value of the postage service that we request that you use.

If a package comes back to us because it could not clear customs, we will contact you to let you know what has happened.

If the problem was our fault, we will offer a full refund or a second attempt without any additional postage costs.

If the problem was not our fault, because the customs duty or import VAT was not paid, then we can offer a partial refund minus the cost of postage, or a second attempt if a new fee is paid to us to cover the second round of delivery.

If an order comes back to us because the postman or courier was unable to deliver it to you, then we will contact you to let you know what has happened.

We will be unable to refund to you the price of postage in these circumstances, and if you would like us to attempt another delivery, we will require an additional payment to cover the cost of booking the second delivery.

If we do not hear back from you within a month when we contact you about this matter, we will assume that you no longer want the item, and will cancel your order and issue a refund for the cost of the item minus anything paid for delivery.

No, our policy is not to include paper invoices in the packages. You will have the invoice as a PDF both in the email that you received when you placed the order and in the order listing in your account on our website.

If you do specifically need a paper invoice and do not have the facility to print the PDF that you have received, then you can ask us to include the paper invoice in the package with your order, although you need to do this before we package up your order and seal the box.

Yes, that is not a problem, although we might get in touch with a query if it looks odd to us for any reason.

Yes, although the choice of courier service may become more limited, and we might need to get in touch to find an alternative solution if there are any problems booking a suitable courier.

No, we only charge the fees that are levied upon us in the UK. You will have to arrange the local fees, taxes, and duties when receiving your package.

If you would like us to send the package DDP (delivery duty paid) so that you do not have to deal with customs to receive it, please contact us and we can certainly arrange this for you, although we may have to send a “top up” bill for the additional postage costs.

Yes, AHA members are entitled to an AHA discount on purchases through our online shop.

No, we have not negotiated membership discounts with other vendors or suppliers.

Ask your club instructor to add you to the club “team” on our website. The discounts will be applied automatically to your account when they do this.

Alternatively, please get in touch with us and tell us both what club you are with and what email address you have used to register an account on the website, and then we can apply the discounts to your account for you.

Please log in to to the website and look at the item in the online shop. If there is a discount showing, then you will receive the discount; if there is no discount showing, then we are not able to offer a discount on that item.

If you do not see any discounts at all then please refer to the question above about How do I access the membership discounts?

Please see the answer to the question How do I invite a club member to my club “team” so that they can access the membership discounts? in the section under Questions and answers for club leaders.