Please let us know immediately (and include the correct address). In order to speed up our orders, we link directly with our suppliers systems to pass them new orders, but updating the address is a manual process. The sooner we know, the better the chance our supplier can stop your order before it's been dispatched.
If we're unable to update your address before your item has been dispatched, we'll have to wait for it to be returned before we can send it again to the correct address.
For clothing and most items, Yes.
Unfortunately not for Face Covers.
Please contact us before sending the item. Most returns will come to us directly but occasionally we may ask that you return it directly to our supplier. All returns should include the item, a note containing your order number and what's required (new size, colour, etc.
Our returns address is:
UKCH Returns
BlackIce Trading Ltd
Apex House
Thomas St
Trethomas
CF83 8DP
Please drop our Sales Team an email to let us know you're returning an item for exchange, so we expect it.
No. In order to keep our prices as low as possible we're unable to refund the postage paid.
However if we've made a mistake on your order we will cover the returns postage but please contact us first.
It is also your responsibility to apply the correct postage.
Any charges we incur due to incorrect postage applied will be deduct will have to be deduct from any refund. As a guide Clothing & Mugs are considered a parcel. Patches, Pins & Paracord Bracelets are Large Letter.
While we do our best to ensure orders are correct, we do occasionally suffer from human error 🙁
Please get in contact with out Sales Team before returning any items.
We investigate each issue and you may get to keep the incorrect item 🙂
We use PayPal as our Payment processor but you aren't required to have a PayPal account to place an order.
1) Add the items you wish to purchase to your cart, then proceed to checkout (Not the check out with PayPal button).
3) Enter your info and select a postage option.
4) Read and tick the T&C's box.
5) Click 'Proceed to PayPal' button
6) On the PayPal screen click 'Pay by Debit or Credit Card' (this used to be Checkout as Guest).
7) Enter your details.
Once complete you will be returned to the store. You may need to review your order and press a final 'Place Order' button.
If this method is not an option please get in touch with our sales team. We are able to accept a one-off bank transfer as a payment method as a last resort.
You will need to email us with your Name, Address and a list of the items you've like to purchase.
We will manually create your order and mail you back a confirmation of the items with instructions of our account details for payment.
These queries normally fall into 2 groups:
1) Your email address was incorrect on the order / our email was detect as spam 🙁
2) The order wasn't confirmed after the PayPal payment screen.
If you have a PayPal account, you should have received a separate email from PayPal. It's best to login and check for a payment to us, we appear as either UKCH or BlackIce Trading Ltd and should have an order reference (UKCH-123456).
In both cases, drop our sales team an email and we'll be happy to check.
Please let us know your name and address. If you have the order number from above include that. If you have an alternative email address you sometimes use please let us know this too.
We wont release details about an order if we haven't confirmed at least 2 pieces of information. It helps if you provide as much info as possible in the first email 🙂
Sorry No.
It is the customers responsibility to select the correct postage during checkout. Our Free Post option is an incentive for some items and must be select during checkout.
Where possible we do apply the postage you've select or have our supplier(s) upgrade to the closest option available.
During busy periods we will prioritise patches and pin badges and other items not made to order based on the postage paid.
At the very least you've helped a small company keep the lights on a little bit longer 🙂
Thanks but not really.
We do have a phone number but we're unable to take orders via the phone and queries are best handle via email as we may not be able to answer a query immediately without requesting information from our suppliers.
Our phone most often goes to voicemail and that gets emailed to us 🙂
NO!
Please never do this. Email is not considered a secure method of communication and we're unable to store/process card details.
Please see the answer above 'I don't use PayPal' and email us if you have any problems (WITHOUT your card details).
If you've failed to login several times our system may lock your account for 30 minutes.
You'll have to wait 30 mins to reset your password before you can try again.
If you still have problems drop our sales team an email and they'll be happy to help. Please include as much detail as possible (Name, Address, Order Number).
Absolutely!
Our social media team like to post pics of our items being worn and our sales team love to see happy customers. You can either send them via Facebook/Twitter/Instagram/Snapchat or email them to our contact or sales team. You only need to pick one method, we'll send them internally to the others 🙂
While we hope it's not the case, unfortunately from time to time items can arrive damaged.
Don't worry our Sales Team will work to resolve any problems just drop them an email. If at all possible please include a pic of the damage and the envelope/box/bag your item arrived in. We'll get it sorted asap.
We often review 'what next' and while we can't guarantee we'll be able to offer your requested item, please fill in a suggestion on our contact form.
We may not reply to every suggestion but they will definitely be read and considered.
We sometimes will remove colours that we feel may clash with a particular design but the image will slip through when we add the item to the store.
However, we also sometimes make a mistake and copy an existing item where an option was dropped over to a new design where it now would be suitable. Drop our Sales Team an email if you think we may have missed it by mistake and we'll see if we can make it available to order.
We rely on verious plugins to calculate the correct shipping. While this gives the correct options for UK Delivery and is mostly correct for international orders, we have had some cases of it calculating incorrectly e.g £15 T-Shirt, £40 International Postage.
It's something we're aware of, have tried to fix multiple times and are very dependant on plugin developers to fix issues.
If you feel the postage calc is way off, drop our sales team an email with your Name, Address and the items your attempting to order. We'll look into it for you.
Yeah, Why not 🙂
You can send us money for coffee at https://www.paypal.me/UKCH
You certainly can.
If it's sales or store related drop an email to our sales team.
For other queries please direct them to our contact team (especially if it's social media related).
If your unsure you can send to either and we'll pass it to the correct team.