Q. Can I order over the phone?
A. Sure, we can accept orders over the telephone. However, we do have a minimum processing charge, so any telephone orders must be over a minimum £15 (not including postage) for us to do this.
Q. I live locally to Black Eagle, 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 02392 200466 to let us know you are coming along. We are only open Monday to Friday. Our hours are 0930 to 1600 Monday to Thursday and 0930 to 1600 on Fridays. Also, please note that we cannot accept credit cards at our warehouse for orders less than £10. Under £10 we can only accept cash transactions.
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 02392 299378 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. It is advisable to call us on 02392 299378 if you require a next day delivery. Although we offer a choice of Royal Mail First or Standard 2nd Class, choosing these does not guarantee same day process and despatch! As a rule, we will always try to despatch orders choosing First Class on the day they are placed, providing the order is on our system by 2.00pm, but this is not something we guarantee.
Q. I ordered and chose First Class Postage, why is my order still processing?
A. Items are sometimes temporarily out of stock. Choosing First Class Postage is not a guarantee that your order will be processed any quicker. Choosing First Class Mail is purely to ensure that, once posted, you will receive your item within a day ort two. If you order is needed by a specific date (i.e for a Birthday etc), please indicate this in the comments box when checking out, and we will endeavour to ensure your order is processed and despatched in good time, if possible.
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 2/5 days.
Q. Do you deliver at Weekends?
A. Because our standard postage is done through Royal Mail, orders can be delivered at weekends. We are unable to offer a guaranteed Saturday delivery. However, orders placed on a Friday using First Class Post have an excellent chance of arriving on Saturday. Call us on 02392 200466 if you need further asistance on this.
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. Work addresses are common, or another family member.
Q. Do all orders have to be signed for?
A. No, the only time a signature is needed is if we use a courier due to the size of the parcel. 95% of our orders go through Royal Mail, and will be posted through your letterbox, or, if you are not in, possibly left with a neightbour or at your local Royal Mail collection point.
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 02392 299378, 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!