SHIPPING & RETURNS
At Milsim Supplies, we know how important it is for our customers to receive their orders in a timely and efficient manner. That's why we work with specialist courier services to ensure that your order is delivered as quickly and safely as possible. We will always try and deliver next day, but we state 3-5 working days incase of any delays.
Please note that delivery times may vary depending on your location and the courier service used. Rest assured that we will do everything we can to ensure that your order is delivered as quickly and safely as possible.
Deliveries
1. Shipping Information
1.1 Processing Time: Orders are typically processed within 1-2 business days. During peak seasons, processing times may be slightly extended.
1.2 Shipping Methods: We offer various shipping options, including standard and expedited services. Shipping costs and delivery times vary based on the selected shipping method and destination. As a standard they are 3-5 working days. We tend to use Royal Mail Tracked 24.
1.3 Shipping Locations: European shipping is available for most items, but some restrictions may apply. We cannot ship batteries, gas or pyrotechnics outside of mainland UK. If your location is not listed, please contact us for assistance.
1.4 Please note: We ask that our customers take responsibility for ensuring that their delivery address is correct and that someone is available to sign for their order upon delivery. We cannot be held responsible for any delays or issues caused by incorrect delivery information or missed deliveries.
1.5 Please note: No responsibility or refund can be made for items lost or stolen whilst in transit.
1.6 Please note: If too many delivery attempts are made and your items get returned to us, the re-stocking charges may apply.
1.7 Please note: Milsim Supplies Ltd cannot be held responsible for any import taxes for overseas deliveries.
1.8 Pre-Orders: If you place a pre-order with an in-stock item, shipping will not be processed until both items are in stock. if you require the in-stock item sooner, please process two separate orders.
1.9 Pre-Orders: Please be advised that delivery dates for pre-order items are subject to change at any point. We strive to provide accurate estimates, but unforeseen circumstances such as production delays or unexpected demand may impact timelines. We appreciate your understanding and assure you that we are committed to keeping you informed with timely updates on the status of your pre-orders. Thank you for your patience and continued support.
2. Shipping Costs
2.1 Shipping Fees: Shipping costs are calculated based on the selected shipping method, the weight of the items in your order, and the destination. The total shipping cost will be displayed at checkout before you complete your purchase.
2.2 Free Shipping: We may offer free shipping promotions under certain conditions, such as minimum order values. Details of any ongoing promotions will be provided on our website.
2.3 Pyrotechnc shipping: Due to the explosive nature of some of our products, we are required to use a specialist courier, which can result in higher delivery costs. We understand that this may be frustrating for some customers, but we believe that it's necessary to ensure the safety of our products during transportation. We strive to make our delivery charges as fair and transparent as possible.
2.4 Please note: As we subsidise a significant proportion of the courier cost, we have a minimum order value of £40 for pyrotechnics. This cannot be changed. Please do not process any orders under £40 as they will be cancelled.
3. Tracking Information
3.1 Order Tracking: Once your order has been shipped, you will receive an email with tracking information. This allows you to monitor the status and location of your package in real-time.
3.2 Tracking Assistance: If you encounter any issues with tracking or have questions about your shipment, please contact our customer service team for assistance.
3.3 Please note: We may at times need to use different couriers for delivery. Unfortunately, not all couriers provide a tracking number.
Returns and Refunds
1. Return Eligibility
1.1 Items Eligible for Return: We accept returns for products that are unused, in their original packaging, and in the same condition as received.
1.2 Non-Returnable Items: Certain items, such as pyrotechnic products and items explicitly marked as non-returnable, cannot be returned.
2. Return Process
2.1 Initiating a Return: To initiate a return, please contact our customer service team within 14 days of receiving your order. Provide your order number and details about the item you wish to return.
2.2 Return Authorization: Our customer service team will provide you with a return authorization and instructions on how to return the item. Please allow 3-5 working days to process the returns forms.
3. Return Shipping
3.1 Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a mistake on our part or a defective product.
3.2 Packaging: Please ensure that the returned items are well-packaged to prevent damage during transit. We recommend using a trackable shipping method for your return.
4. Refunds
4.1 Refund Processing Time: Once your return is received and inspected, we will process your refund within 5 working days. The refund will be issued to the original payment method.
4.2 Refund Amount: Refunds will be issued for the cost of the returned items, excluding any original shipping fees.
5. Contact Information
If you have any questions or concerns about our Delivery and Returns Policy, please contact our customer service team at Info@milsimsupplies.co.uk.
Thank you for shopping with us!