Returns & Refunds

Customer Services

Returns & Refunds Policy

We want to ensure you have peace of mind when you place an order with us. Our committed team is here to help you. We’re as disappointed as you if a product is not to your satisfaction and we will be pleased to do all we can to get it right. If you would like to return your purchase to us, please look through our FAQ below to find answers to any questions you may have.

Please Note: Before replacement goods or refunds can be issued, goods must be returned for our inspection and, if necessary, they may have to be returned to the manufacturer for testing.

What is your returns process?

Please initially email us at returns@ardmoor.co.uk to inform us of your return and to make suitable arrangements and determine your next course of action.

Post your product back to ArdMoor once advised on how to approach this – before sending your purchase you may also wish to consider our additional advice in the points below.

ArdMoor Ltd
The Granary
Kingston
North Berwick
East Lothian
EH39 5LT

We will review and advise you of your eligibility for refund.

Unwanted, unworn and undamaged items can be returned within 28 days of your receipt of them.

For orders placed between 1st November and 24th December, the period for returns & exchanges is extended to 31st January to allow for the return or exchange of Christmas Gifts.

You will receive a refund for the cost of the item(s) returned. The cost of returning the item to us is for your account.

If the items are perceived to have a justified defect or damage you will receive a refund including the cost of sending the item(s) to you and the cost of the items. Defective or damaged items will be reviewed and sent to the manufacturer for testing if required.

We would be happy to help you part-exchange items. Please note a further postal cost may be incurred for part exchanges. If you would like to find out how to process your part exchange, please email us at returns@ardmoor.co.uk

Receiving your refund.

You will receive your refund by the same method by which you paid for the items within 14 days of confirmation.

How should I return an unwanted, unworn and undamaged product?

Unwanted, unworn and undamaged items can be returned within 28 days of your receipt of your items.

For orders placed between 1st November and 24th December, the period for returns is extended to 31st January to allow for the return or exchange of Christmas Gifts.

You will receive a refund for the cost of the item(s) returned. This does not include the cost of the returns postage which you are liable for, unless you are returning your item(s) for exchange in which case please contact us and we shall send you a returns label. Please be aware that it may take us up to 14 days from confirmation of your eligibility of a refund to issue the refund payment to you.

To return your purchase to us, please email us on returns@ardmoor.co.uk to inform us of your return and so that we can make suitable arrangements and determine your next best course of action.  Before returning your purchase you may also wish to consider our additional recommendations below.

How should I return a damaged or defective product?

If the items are perceived to have a justified defect or damage you will receive a refund including the cost of sending the item(s) to you and the cost of the item(s). Defective or damaged items will be reviewed and sent to the manufacturer for testing if required.

To return your purchase to us, please contact us to inform us of your return and so that we can make suitable arrangements and determine your next best course of action.  Before sending your purchase you may also wish to consider our additional recommendations below.

Can I use my return as part or full exchange?

We would be delighted to help you exchange items.

Exchanging your item(s) is highly beneficial. You can absorb some or all of the cost of the new item you wish to make the exchange for. You may even be entitled to some money back if your new item(s) cost less than the originally ordered item(s). It can also help you to avoid having to spend extra to purchase multiple items if you are unsure of your size or the style you would like.

The exchange process is simple and has a quick turnaround. In the first instance please email us on returns@ardmoor.co.uk telling us what you would like to exchange and what you would like to exchange it for. We will set your exchange up and, if your delivery address is in the UK, email you a free returns label to use to return you items for exchange free of charge.

How will I be refunded?

You will receive your refund by the same method by which you paid for the items. Please note that it may take us up to 30 days from the date of confirmation of your eligibility for refund to issue the refund payment to you.

How long will my refund take?

We aim to process returns as quickly as possible.  Please be aware that it may take us up to 14 days from confirmation of your eligibility of a refund to issue the refund payment to you.

What address do I send my return to?

Please return your item(s) to:

ArdMoor Ltd
The Granary
Kingston
North Berwick
East Lothian
EH39 5LT

I don't have a returns slip - what should I do?

We no longer issue returns slips with our orders in an attempt to be more environmentally friendly. Please email us at returns@ardmoor.co.uk to make suitable arrangements for your return and determine your next best course of action.

My product has arrived damaged, what do I do?

If your delivery has arrived damaged via a courier, please do not sign for it. Please notify us of the damaged item(s) as soon as possible, so we can liaise with the courier and issue you with a replacement.

If you discover the damage subsequent to delivery having taken place, please arrange for the goods to be returned to us as soon as possible for our inspection. We will process your return in accordance with our policy for returning damaged or defective items.

Under no circumstances should items be used if you find they are damaged. Before replacement goods or refunds can be issued, goods must be returned for our inspection and, if necessary, they may have to be returned to the manufacturer for testing.

Do you have any additional advice for returning goods?

We recommend you obtain a certificate of postage from the Post Office when you return your item(s).

We recommend you insure your return parcel with your chosen postal carrier so that you can claim in the event of loss or damage. Please note that ArdMoor is unable to compensate for any parcels that are lost or damaged in transit.

Keep your receipts for proof of insurance and postage.

Version: 08/2018

ArdMoor FAQs

How do I know when my order has been dispatched?

When your goods have been dispatched from ArdMoor you will receive an email confirming they have been dispatched. We use Royal Mail’s next day tracked service so you should receive your goods the day after you receive this email. If you have an over-sized order such as a fishing rod then we would normally use Parcelforce for the delivery in which case please allow an extra day for your order to arrive after despatch.

I want to set specific delivery instructions, is this possible?

If you have any special delivery instructions, please specify them when confirming your order and we will ensure they are given to Royal Mail. If you wish to change your instructions please do so as soon as possible after your receive your order confirmation email so we can ensure your changes will be put into effect.

We will do our upmost to ensure that Royal Mail follow your delivery instructions. We recommend that you do leave instructions for your goods to be left with someone who can sign for it, as we cannot accept liability for goods left without your signature. If you are unavailable at your home address, why not get it delivered to your place of work?

How much will delivery cost?

We deliver to all UK postcodes for FREE when you spend £100. For orders under £100, we have a flat rate of only £5.95 for the whole of the UK.

We deliver to the Rest of the World for FREE when you spend £500. For orders under £500, the delivery cost is calculated depending on your location and what you have ordered and it will be clearly stated in your shopping basket.

How will my goods be delivered?

Our UK orders are sent out via Royal Mail’s Tracked & Signed For service as standard. Larger items may be sent using an Express courier service.

International orders are sent by courier – we use DHL as standard, or UPS for Russia (business addresses are preferred in this case). Our couriers may contact you with delivery options.

What would happen if I miss my delivery?

In the case of failed delivery, your goods will be taken to the relevant Royal Mail Sorting Office and a card put through your letter box with contact details to arrange delivery or pick-up.

Can I rearrange a missed Royal Mail delivery?

If your goods are being delivered by Royal Mail and an attempt at delivery fails, you can arrange a convenient time for them to re-deliver to you. If this fails, Royal Mail will request that you go to a depot to collect the goods.

I have missed several delivery attempts and no longer want to collect my goods, what next?

If you are unable to arrange a redelivery or collect your goods, your order will be returned to us at a surcharge for a return delivery. Please note that we cannot be held liable for delays in delivery due to circumstances beyond our control.

Royal Mail has failed to deliver my goods on a specific day and time, can I cancel my order?

Whilst delivery times and days are given in good faith we do not accept it being an acceptable reason to cancel your order if the Royal Mail cannot deliver your order on the specified day and time. We do our best to ensure delivery as per your request.

If you wish to cancel your order it will be returned to us at a surcharge for a return delivery. Please do contact us if you have any queries.

If you have more questions on delivery please do contact us and we will assist you and update this page as necessary.