FAQ
Q. How do I determine my size?
A. We do have a size chart for most of the items of clothing we sell. You can access this from the front page, or click on the ‘i’ icon next to the size drop down on the actual product pages. Certain products have an individual size information chart on the product page itself. If you are still unsure, please do not hesitate to contact us on 0161 236 0966 and we will do our best to help.
Q. What if I still get the size wrong, can you exchange?
A. Yes, simply fill in the return form sent with all our order and enclose the appropriate payment and send the item back for exchange.
Q. Are your sizes standard?
A. Sizings do differ slightly between different uniforms, but we have got our size charts pretty accurate, so it is rare you will be wrong if you use our charts.
Q. What about shoes? Problem I have had elsewhere is that always seem so small for the size!
A. A known problem with many martial arts shoes. Many shoes are now based upon Euro sizes, which tend to be slightly narrower, or a half size different. Generally, it is not a problem to go a size bigger, and often results in a better fit. We are looking to address this with a full range of shoes in all UK whole and half sizes!
Q. What if I don’t want an exchange, I just want to return my order as unwanted?
A. No problem! We offer a no quibble return policy. As long as you notify us of your intent to return an item within 7 days of receipt, we will accept any orders for a refund. Please note that we do not refund any postage charges. All orders returned must be unused, unwashed, and in the original packaging, otherwise we are unable to accept a return.
Q. What if I want to return or exchange something after the 7 days?
A. You will need to contact our office first before we can accept items for return outside of the 7 day period. If you wish to exchange the item, we will generally agree to this. However, returns for a refund only outside of the 7 day may not be agreed to, and if we do, we will implement a 25% restocking and handling charge. Any items returned after the 7 day period must be unused, unwashed, in the original packaging, and in new condition. We fully examine all returns to ensure they are as new.
Q. I need something urgent, do you offer priority deliveries?
A. Yes, we do. If you pay a £10 charge, we will guarantee to get your order out the same day, on a next day delivery, if it is in stock. Orders should be placed by 1.30pm on the day to qualify. If your order is after this time, please contact us on 0161 236 0966 and we will do all we can to help you.
Q. I ordered on a Guaranteed Next Day and paid the £10, but my order still says processing.
A. Items are sometimes out of stock. The Guaranteed Next Day will still apply once a shipment arrives with your item, and will ensure yours is given the top priority. Always check with us first on 0161 236 0966 if your requirement is urgent and we will check stock.
Q. What sort of stock do you hold?
A. Around 90% of everything on our site is in stock, and we are working on getting this to 100%. We deal with other brands, such as Atama, Kwon and Adidas, so sometimes deliveries on these items may take a little longer if we are waiting for orders to arrive. We will always endeavour to advise a delivery time, and, if you are not satisfied, you are always able to cancel the order for a full refund.
Q. How long does delivery take?
A. It depends upon whether the order goes through Royal Mail or our couriers. It depends a lot on the weight as to who we use, but, generally, once ordered, orders are dispatched the following day, and you should expect to receive the order with 2/3 days.
Q. Do you deliver at Weekends?
A. As a rule, no, but we can certainly offer this to anyone who may have a need to get hold of something urgently for a competition. Please bear in mind that costs for Weekend deliveries are very high, in the region of £30 over and above our normal charges!! You will need to call us on 0161 236 0966 to arrange a weekend service.
Q. Why do I have to create an account online?
A. We need all your contact details to process an order. It is also useful if you need to order from us in the future, as all your details will be instantly available, including any shipping addresses!
Q. Do you store my credit card details?
A. No! All credit card transactions are done through WorldPay (Part of the Royal Bank of Scotland), on highly secure servers. Even we are not given your card details by them. We do need your card details if you order via the telephone, but we never retain these details, and the information is shredded as soon as your order and payment are processed.
Q. What about my other details you hold?
A. We only hold your address and contact details, nothing more. And we NEVER sell our client details to any mail order or email marketing companies. We do send out occasional newsletters to all our subscribed customers, but you can opt out of these at any time.
Q. Do you deliver to alternative addresses?
A. Yes, simply change the shipping address during your order checkout process. If you have purchased before, previous deliver addresses will be in your address book for easy selection! We can deliver to almost any address, so long as someone is there to sign for the parcel. Work addresses are common, or another family member.
Q. What if I or anyone else cannot be available to sign for a parcel?
A. We can always leave the parcel somewhere secure (a shed, garage, or porch etc), or even at a neighbours. Just let us know when you are ordering. Please be aware though, if this option is required, we cannot be held responsible for missing parcels.
Q. Do all orders have to be signed for?
A. Yes, for your protection as much as ours. Even in this modern world, parcels go astray, so we use a ‘signed for’ service to ensure we have the traceability to be able to locate any missing parcel.
Q. What happens if I am not in, no alternative address is available, and there is nowhere secure to leave it?
A. Our couriers or the postman will leave a card telling you they called. This will have information of how to either a) collect from your local sorting officev or b) to re-arrange a delivery with our courier at a more convenient time.
Q. I have heard that Internet Shops store ‘cookies’ on my computer, will this cause me a problem?
A. No, absolutely not. A cookie is merely a very small bit of information that allows us to recognise you whenever you visit our site. It is also a security feature, in that it can help us determine if someone has accessed your online account without your authorisation.
Q. I placed an order and paid for it, but I have since received an email saying a payment is required?
A. Check your order status on your account, and you will probably see we have added a comment ‘Basket recovered … Payment received from WorldPay or PayPal’. During exceptionally busy times, the server connections between our shop and the payment site (PayPal or WorldPay) will ‘time out’. We receive the payment, but your order has not registered on our system. Because we have received the payment, we can then recover the basket for you. If you notice this has happened, you can contact us to let us know on 0161 236 0966, but please DO NOT clear your shopping basket, otherwise we cannot manually recover it for you and will have to contact you for the order details!
Q. I live locally to Van Dang Martial Arts, can I call in?
A. Yes, although we are not an actual shop as we deal mostly over the internet or mail order, but callers are welcome. Just call us on 0161 236 0966 to let us know you are coming along.
