Frequently Asked Questions About RepairsListed below are common questions often asked by our customers including queries about bookings, repairs, postage, quotations, payments and delivery.
I have an item I would like to send for repair, what should I do next?
You are welcome to use our online enquiry form to contact us before sending your item in. If you can attach a few photos of the item and the damage, we can try and advise if a repair is possible and an estimated cost.
If you are happy to send your item to us, please use the online booking form. From there you can fill out your details, print the booking summary and enclose this in with your item, and print the address label that will contain your booking reference number.
I cannot submit the booking form, is there an alternative way to book in my item?
If you are having an issue with the booking form, please enclose a covering letter with the item containing your contact details (name, address, phone number, and email address all required) and a description of the repair required.
What is your turnaround time for repairs, and can I pay for an express service?
This can vary week to week and so we do not have a set turnaround time. If you require you item to be returned by a certain date, we recommend contacting us first before sending your item in to avoid any disappointment. We will always do our best to complete orders that are required urgently, however, this is not always guaranteed. We do not offer an express service for repairs. When items arrive with us, they go into a queuing system. We work on the basis of first come, first serve.
I sent my item in for repair, but I have not heard from you, how do I find out an update?
If your item was sent through a tracked delivery service, please check your tracking online first before contacting us. If your parcel has been delivered, your item will be safely in our workshop awaiting assessment. Deliveries are processed on a first come, first serve basis and so it can take a few days before we contact you with a delivery confirmation or a quotation.
If you requested a quotation before going ahead with the work, we will email you a quotation once the assessment is complete to confirm on the repair and cost involved. If you have preauthorised the repair work to a specific amount, your item will go straight into the repair queue if the cost is with in the pre-authorised amount for repair.
If you have any other questions or require more information, please contact us.
Do you offer a Guarantee with the repair?
We offer a one-year guarantee with our repairs against manufacturing or workmanship defects. If you find a fault with our repair, we will be happy to reassess the item and advise if the fault is covered under guarantee.
What are your opening hours?
We are currently requesting all items are mailed to us during the pandemic.
Customers are asked not to attend our buildings at this time for the safety of you and our staff.
You can however, contact us by telephone and e-mail during our working hours Monday – Friday, 9am – 5pm.
Do you have a price list for your repairs?
The cost of many of our repairs are listed on our website under ‘Our Services’. If you are unsure of the cost, or cannot see the repair you require, please use our enquiry form to contact us and we can provide an estimate.
Can you send me the part or fabric to carry out the repair myself?
No, our stock and supplies are for in house repairs only. Fabrics or replacement buckles can be purchased through various sites online.
Sending My Item for Repair
I live locally, can I drop the item off to your repair centre?
We have implemented new distancing measures in and around our buildings. To protect yourself and our team we are currently offering a mail only service for prebooked items. Please post your item to us for assessment.
How should I send my item to you?
We recommend sending items through a tracked delivery service such as Royal Mail or DPD or another courier of your choice. Ensure the item is securely packaged and the booking form or covering letter is located within. Please clearly mark your booking reference on the outside of the parcel if you have not printed the address label from your email.
If you are sending a tent for repair, please clearly note on your booking form where the damage is, gather the damaged area and tie and elastic band around it, or mark the area with masking tape. We are not able to pitch the tent in our workshop so please only send the damaged part requiring repair.
Do you offer a collection service, or do I have to pay for shipping?
It is the customer’s responsibility to pay for the shipping to our repair centre. We do not offer a collection service.
Quotations & Payment
I have received a quotation from you, what happens now?
If you have been asked to make payment before we go ahead, payment details will be provided. Once we have received your payment, your item will go into the repair queue.
If you have not been asked to make payment, but we have asked you to confirm if you are happy to proceed with the quotation provided, we will take payment once the repair is complete.
I preauthorised the work to a certain amount, when do I pay for the repair?
If the repair cost is within the preauthorised amount, your item will go straight into the repair queue. We will email you once the repair is complete for payment before dispatch.
What happens if my item is unrepairable?
We will always do our best to carry out repairs where we can, however in some cases due to stock, construction, fabric concerns, or hygiene this is not always possible. If we are unable to carry out a repair, we can either return your item to you (postage charge applies) or we can recycle and dispose of your item at no extra cost.
How can I make payment for my order?
Payment can be made online, through bank transfer, or we can process your payment over the phone.
How will my order be dispatched, and when will I receive my item?
Orders are usually dispatched with DPD if the address is within the UK. We use a next day delivery service and so you should receive your order the following day. If the address is more remote, it may take a couple of days to arrive.
For International orders, we aim for orders to arrive within 7 working days however, this is dependent on the courier and destination.
My item has left your repair centre but has not arrived yet, what should I do?
If you received an email with tracking information, please check the tracking first before contacting us as the parcel may be sat at your local depot. If you have not received tracking, please contact us and we can investigate this for you.
Please understand, once the parcel has left our repair centre and is with the courier, the responsibility of the parcel is now with the courier. If there are any issues with the delivery, we kindly ask that you contact the courier as they will be able to advise on further steps.