Frequently Asked Questions
- Postage and Delivery
- Privacy and Security
- Returns and Replacements
- Access and Contact
- Mailing list and Accounts
- VAT (Valued Added Tax)
- Trade Enquiries
- Occasionally Asked Questions
Q: Do you ship to the USA, Canada, Australia, New Zealand etc.?
A: We will ship to various countries all over the world, including the USA, Canada, Australia and New Zealand. Please put an item into your basket and then review the drop-down list of countries in the checkout. You can do this without any obligation to buy. If you country does not appear in the list please get in touch before ordering. Selecting your country will also provide you with details of postage costs.
Q: Will I have to pay any additional charges to receive my order?
A: If you live outside of the European Union it is possible that customs charges may be levied according to the value of your order, although we are not aware of any instance when this has happened in the last 10 years in respect of an order despatched by us. These are local taxes the rates for which vary. It is not possible for us to advise you about possible customs charges. Customs declarations are fixed to all non EU orders.
Q: How long will it take for me to receive my order?
A: Most UK orders are sent using Royal Mail's 1st Class Recorded Delivery service and will generally take 2-3 days to reach you after despatch. If you feel that your order should have arrived and hasn't please get in touch. Delivery times for non-UK orders vary considerably according to destination but are generally 1-3 weeks from despatch.
Q: How will I know when my order has been despatched?
A: If you have ordered through the website you will receive a despatch notification by email. If you have registered with us you can also look at the status on your order by clicking on My Account.
Q: How much does postage cost on orders to a UK address?
A: Postage is fixed at the rate advertised on the website regardless of the size of your order. This rate may change from time to time but will always be prominently displayed on the website. We hate hidden postage charges too!
Q: Will my items arrive in one parcel?
A: Most of the time your items will arrive in one parcel but if would endanger the safety of your items we will pack them in more than one parcel. You will still only be charged for postage as if your items were packed in one parcel.
Q: How is postage calculated on non UK orders?
A: Customers outside of the UK will be charged for postage according the packed weight of their order. All non UK orders are sent using Royal Mail's International Signed For service as we have found this to be the most reliable and cost effective way to get your items to you.
Q: Do I need to be in to take delivery of my order?
A: Someone does! A signature will be required from someone at your address, but not necessarily you personally. If there is no-one in Royal Mail will leave a card and take your parcel to the sorting office. If you do not collect it within 7 days it will be returned to us - quite often via the dead letter off in Dublin! This can take several weeks.
Q: Can my order be sent to a different address, such as my place of work?
A: Yes, but please remember that someone will have to sign for it on arrival and that the invoice will be with your goods. Just email immediately after placing your order and we will sort it out for you.
Q: Do you store my payment card details?
A: Absolutely not! All payments made through the website are processed by SagePay or Paypal, two of the largest and safest payment processing organisations. Your payment card details are never sent to our local computers, nor can we access them through either payment system. If you decide to place your order over the telephone all card details are shredded once used, unless you specifically request otherwise.
Q: If I don't want to use my payment card online can I email the details to you?
A: You can be we certainly wouldn't recommend it. Email is far less secure than using SagePay or Paypal. If you are concerned about security you should never transmit your payment details by email.
Q: Can I place an order online and then call you with my payment card details?
A: Yes, or alternatively we can take your order over the telephone as well. It's up to you!
Q: Are my other personal details secure?
A: Yes. All of your personal details are protected by GeoTrust®, the world's second largest SSL (Secure Sockets Layer) digital certificate provider. More than 100,000 customers in over 150 countries trust GeoTrust® to secure online transactions and conduct business over the Internet.
Q: I have ordered the wrong item. Can I exchange it?
A: Yes, but please contact us within 7 days of receipt and let us know so that we know to look out for it and keep back the correct item for you. Please pack the items to be returned carefully. Goods must reach us in saleable condition.
Q: I have just received my order and I am not happy with it. Can I return it?
A: Yes, but please contact us within 7 days of receipt and let us know so that we know to look out for it and organise your refund. Please pack the items being returned carefully. Goods must reach us in saleable condition.
Q: Can personalised goods be returned?
A: Sorry, but no. Personalised goods cannot be returned unless a mistake has been made by us in the personalisation process. That said, we like all of our customers to be happy with their orders so if you are not, please get in touch.
Q: Do you have a physical shop?
A: No, but we do attend events and shows details of which are provided on the blog.
Q: Where are you based?
A: In Oswestry, Shropshire, UK.
Q: Will you attend a show I am organising?
A: Maybe. Please let us have the details. If we cannot attend we will at least publicise it for you on our blog, free of charge.
Q: How can I contact you?
A: By using the form on the Contact Us page, emailing, writing or 'phoning. All of the details are on the Contact Us page. The email address is not provided as a link simply because this would attract spam and therefore increase the possibility of us not picking up your email which is important to us. Just type the address into your email client.
Q: Do you sell through other websites?
A: From time to time we use other internet channels such as Ebay, Amazon etc. In particular we use Ebay to sell seconds of printed items, especially mugs, in multiple quantities. We generally accumulate them for a while before listing them so if you are interested in grabbing a bargain before we get around to listing them please get in touch.
Q: Can I purchase without ordering online?
A: Yes. Just give us a call on 08453 666 526.
Q: If I subscribe to the Military Figures and Gifts mailing list what will I receive?
A: Our newsletter containing topically news, special offers, discount codes, new product information etc.
Q. Do you exchange mailing lists with anyone else?
A. No. We do not purchase or sell mailing lists. Your email address is stored securely and we will never send spam emails to you, or allow anyone else to do so.
Q. If I subscribe to your mailing list will it be possible for me to unsubscribe later.
A. Yes. All of our email comply with the latest regulations and include an Unsubscribe button near the bottom. This is a proper, noticeable button not one of those tiny small print links and you will be unsubscribed immediately if you wish to do so. We would hate to lose you of course and you would no longer receive details of our special offers etc.
Q: If I joined the Military Figures and Gifts mailing list on the old website do I need to join again?
A: No. The launch of the new website in May 2011 has not affected the existed mailing list.
Q: Do I have to pay VAT on my order?
A: No. We are not currently VAT registered.
Q: Do you sell to Military Museums and PRI shops etc.
A: Yes.Please get in touch and ask for a copy of our trade price list.
Q: Can you produce goods for my club, society, association, unit etc. if it is not already on the website?
A: Yes but subject to minimum order quantities which vary considerably from product to product. For example, the minimum order quantity for a new design of tie is generally 50; the minimum order quantity for a new design of lapel pin badge is generally 300 (although sometimes this can be reduced to 100); the minimum order quantity for a new design of mug is just six mugs. Set up charges may apply.
If you have a question which is not answered here, please get in touch.
Whilst all questions are valued, some are also amusing. Here are a few of our favourites from recent shows - all absolutely genuine.
Q: When painting a guardsman, how do you stop the white paint running into the red?
A: We wait for the red to dry before painting the white!
Q: Why is your Royal Engineers lapel pin badge wrong? It has ER in the middle and it should be RE.
A: In common with a considerable number of regiments the Royal Engineers use the Royal Cypher, which for Queen Elizabeth II is EIIR.
Q: Do you have anything for Arsenal/Liverpool/Manchester United etc?
A: No. We supply items for military units not football teams - unless of course you are a military football team, in which case please get in touch!
Q: Have you got anything for my regiment/the best regiment in the British Army?
A: Probably, but as you are not wearing anything to indicate which regiment that is you will need to give us a clue!