Frequently Asked Questions
Delivery
What methods of courier do you use?
We use Royal Mail for UK, Europe & International deliveries.
Can I track my order?
Yes. When your order is dispatched, you will receive a confirmation email with a tracking number and link to track your delivery. You can also visit the Royal Mail Tracking page via the link below.
What should I do if my item has not been delivered yet?
Check your estimated delivery date in your Order Confirmation email. You can track your order via the tracking link in your email or through 'My Account' under 'Track This Order'. If your estimated delivery date has passed, contact us at hello@sarmsshop.co.uk
Can I have my parcel redirected to another address?
For security reasons, we cannot change the delivery address. If no one is available to receive the package, the courier will leave a card with further instructions.
What happens if I’m not in when my order arrives?
The courier may attempt redelivery, leave it with a neighbor, or provide instructions for collection.
My order status says “unfulfilled” why hasn’t it shipped yet?
Unfulfilled means we are preparing your order. You’ll receive an email with tracking information once shipped.
What does your packaging look like?
We use discreet, plain packaging with no company branding.
Your Order
Can I amend my order after I’ve placed it?
Unfortunately, we cannot make changes after an order has been placed.
I have ordered something by accident, what do I do?
Contact us at hello@sarmsshop.co.uk to arrange a return for a refund or exchange.
I have an incorrect item in my order, what do I do?
Email us, and we will send the correct item. Please return the incorrect item with proof of postage.
I’m missing an item in my order, what do I do?
Contact us with your order number and details of the missing item.
Product and Stock
How can I search for items on the website?
Use the search bar at the top of the page.
Can you give me more information on your products?
Our product pages include images, descriptions, benefits, usage instructions, and stacking recommendations.
Do you offer a wholesale discount for bulk buying?
Yes, please visit our Wholesale page for more details.
How do I know that your products are legitimate?
We provide third-party lab results for all products on the respective product pages.
Returns and Refunds
Do you refund delivery charges if I return something?
No, we do not refund delivery charges.
Why haven’t I received my refund yet?
Refunds take 5-10 working days to process.
What is your returns policy?
Items must be returned in original condition within 30 days for a full refund. More details: Refund Policy.
Payment
Can I pay using PayPal?
Currently, we do not accept PayPal.
What types of payment do you accept?
We accept all major credit and debit cards, as well as Bitcoin.
How much do I have to pay for shipping?
We offer free worldwide shipping and paid express options depending on your country.
