Please click on a Category below to view FAQs ...

  GENERAL PRODUCT QUESTIONS

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Q: My goods are Faulty, can I make a Warranty Claim?

A: Products purchased from this web site are covered by a comprehensive 12 month manufacturer's warranty against faulty materials or workmanship.

Please be absolutely certain that the goods were purchased from us. We will not accept any warranty claim relating to items not bought from us and you should return the damaged goods to the place of purchase.

Please obtain a WARRANTY CLAIM Returns Authorisation Number (RAN) from Customer Services at the warehouse before returning any goods. Note that WE WILL REJECT ANY RETURNED GOODS WHICH HAVE NO Returns Authorisation Number.
To get your Warranty RAN, please see ...

Goods should be returned via a traceable shipping method to ensure that the goods arrive safely at our warehouse.

Warranty claims will be assessed once we have received the returned goods &, once validated, we will either despatch a replacement item or issue a refund. Should a replacement item be unavailable, we will email you to seek further instructions.

Return shipping costs (up to a maximum equal to the original delivery cost charged) will be reimbursed for all validated warranty claims.

If a refund is requested, it will be issued as soon as possible to the credit/ debit card used for the original purchase and the transaction will appear as WP-SIXTOP LIMITED CROWTHORNE on your card statement.

Customer Services will contact you promptly with further instructions including where to send the goods.

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Q: INCORRECT DELIVERIES - You've sent me the wrong goods, what do I do?

A: If we have inadvertently sent you incorrect merchandise in error, we really do apologise.

Please let us know by email and we will endeavour to rectify our error as soon as possible at no additional cost to you.

Please do be sure to check your Order Confirmation / Invoice just to make absolutely sure that it wasn't your error, because if we did send you what was on your order, then you need to get an exchange - see ...

Contacting OUR WAREHOUSE:
Email the warehouse at .............

Contacting CUSTOMER SERVICES: ...

Email Customer Services ...

Free Phone UK:   0800 756 6588

Or from UK:         01387 240 882

From Overseas: +44 (0)1387 240 882

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  ANSWERS TO GENERAL QUESTIONS

Q: Boot selection - How do I choose the correct boot for me?

A: We have a large selection of boots and sometimes it's difficult to choose the ones that are best for you.

Whilst we believe that all the products we sell represent excellent value for money, the old saying remains true that "the more costly items are normally harder wearing". The Technical and Bench Made Ranges are therefore more robust than the Traditional Range, but that has the advantage of far more styles and colours available.

Neoprene lined & Bamboo Carbon lined boots are much warmer than the plain knitted nylon lined models, but those can be easily upgraded by adding Colourful Fleece Welly socks to enhance foot warmth & comfort.

The RHS Floral patterns offer a colourful and bright alternative for gardeners.

Ladies requiring wider calf fitting should choose from the HUNTRESS range or the Unisex BALMORAL range which is also suitable for men.

Your children can now have wellies from the Young Hunter range which match those of Mum & Dad.

The most important thing is to choose a size that fits! - Click Here for more on Sizing ...

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Q: What's Hot - Most Popular?

A: The Hunter Originals from the Hunter Traditional range remain the best sellers, being particularly noted for the wide range of colours available. These are now also available in a Clog.

The Hunter Balmoral range offer truly excellent value for money & are constructed using the very latest boot technology.

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Q: What's Not Hot - Discontinued?

A: Over the years fashions and boot demands have changed, resulting in some once popular product lines being discontinued. This includes the following (which no longer have any stock available) ...

Boots and Thigh Waders with Studded Soles

Hunter Fishing Thigh Waders

All the Hunter Leather Boots and Shoes.

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Q: I can't find the boots I want - Why don't you provide a SITE SEARCH facility?

A: We do provide a PRODUCT Site Search facility (Powered by Google) which allows you to search all "live" products, but to use this search facility you first need to select your area of delivery. Once you get within the appropriate web stores it appears on the top line of every product page, towards the right hand side. Just type in your search terms and hit the "Search" button alongside.
Note that when using the search facility you should try and be as specific as possible to get the best results - E.g. If you are looking for "Royal Horticultural Society Clogs", then you will get much better results if you search with "royal horticultural society clogs" or "RHS clogs" or "patterned clogs", than you would if you just search with the word "clogs" since we also sell plain coloured Hunter clogs and these would also appear in your search results making them more cluttered and less meaningful.

Please select your delivery area to continue ...



UK: England, Scotland, Wales, Northern Ireland & UK local Offshore Islands (Sorry, but we do not deliver to the Channel Islands or BFPO addresses).
For the UK click on: ... Buy for delivery to

Or



Mainland Europe (EEC): Austria, Belgium, Denmark, Eire, Finland, France, Germany, Italy, Luxembourg, the Netherlands, Portugal, Spain and Sweden

For the EU click on: ... Buy for delivery to

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Q: Which are the best Cold Climate boots?

A: We recommend the Hunter Balmoral Neoprene and the Hunter Balmoral Bamboo Carbon boots for cold weather usage - these also offer excellent grip on slippery surfaces.

Note that the thickness of the lining does not affect the size you should select (simply choose normal shoe size).

For children, choose the Neoprene Young Hunter boots for added warmth - these come in Green or Navy Blue only.

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Q: Can my boots be repaired?

A: Sorry - We are afraid that we are unable to offer a boot repair service - We usually recommend...

Dickinson’s who can be contacted at 0191 2654858

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Q: How do I pick the correct Size boots?

A: The boot sizes are designed to be equivalent to your normal shoe size, so if you usually take a UK 7 shoe, then order a UK 7 pair of boots. Only go up a size if you intend wearing REALLY thick socks inside your boots. Hunter don't make half sizes, so if you usually take a UK 7½ then order a UK size 8, otherwise the boots will probably be too tight.

Note that the boot lining does not affect the size you should select (just choose your normal shoe size).

Please study the boot calf & inside height measurements (in cm) shown at the bottom of every product page and measure yourself to ensure that the calf will be big enough and that the boot is the correct height for you.

Note that MuckBoots have a "stretch to fit" leg, but there isn't much "give" in Hunters around the calf unless you choose boots with an adjustable calf gusset like the Balmoral range.

These size tables show the rough size conversion between UK, EU and US sizes...

Hunter Size Table ............

MuckBoot Size Table .......

If you can't find a pair of boots that will fit your calf measurements, then try a "Short Boot" or Clogs which avoid any calf dimension issues.

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Q: How do I pick the correct Height boots?

A: The boot inside height measurements (in cm) can be found at the bottom of every product page. Please measure yourself to ensure that the calf will be big enough and that the boot is the correct height for you.

Note that all height measurements shown are the INSIDE height in cm - i.e. the measurement is taken inside the boot from the footbed to the inside top rim of the boot.

The Young Hunter Original boots are available for children and the sizes overlap those of the adult Hunter Originals in sizes UK 3, 4 and 5. Please note that the children's boots are much shorter in height than their adult equivalent - So adults who are fairly short (or not "long in the lower leg"), may find the children's UK 3 to 5 sizes more suitable. Whilst the calf sizes are identical, the children's sizes are only 32cm inside height, compared to the adult's at 38cm. But note that the kid's boots do have reflective safety patches on heel and rear calf.

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Q: Should I select a boot size bigger than I normally take in shoes?

A: NO ... just choose your normal shoe size please - Click Here for more on Sizing ...

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Q: Where can I see your boot dimensions (calf sizes and height)?

A: At the bottom of each product page you can see a table which shows the Calf Circumference & Inside Boot Height in cm for each foot size that is available for that style.

Alternatively you can see the same information for the entire Hunter Range by clicking here ...

And the dimensions for the MuckBoot Range can be seen by clicking here ...............................

Please measure yourself to ensure that the calf will be big enough and that the boot is the correct height for you.

Note that MuckBoots have a "stretch to fit" leg, but there isn't much "give" in Hunters around the calf unless you choose boots with an adjustable calf gusset like the Balmoral range.

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Q: Do you have Half Sizes?

A: Neither Hunter, MuckBoot, nor Century Safety make their boots in half sizes, so if you usually take a half size please order the next size up (e.g. if you usually wear a UK 7½ then order a UK size 8) otherwise the boots will probably be too tight fitting.

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Q: Can you supply Made To Measure boots?

A: Sorry, but we are afraid that we are unable to offer a "made to measure" service for any make of boot.

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Q: Can you send me a Product Catalogue please?

A: We are sorry, but we are afraid that we are unable to send out product catalogues for any of the manufacturer's - you will find more information displayed on this web site anyway.

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Q: How do I know if you've got what I want In Stock?

A: The web site only lets you choose products that are available from stock - however you may unluckily buy the last pair of a selected size at exactly the same time as another shopper. Should this occur we will contact you to let you know (usually by email) and offer you the opportunity to cancel, change your selection, or wait until the boots ordered become available.

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Q: How do I care for my Hunter Boots?

A: It's a good idea to wipe down your boots after use and allow them to dry naturally

Only use lukewarm, soapy water. DO NOT use solvents to clean your boots, OR alternatively consider buying a can of Hunter UV Tech Cleaner from our web site to maintain the ‘like new' look of your Hunter Rubber Boots.

Store your boots in a cool, dry, dark location away from ozone sources and make sure they are dry before storing.

DO NOT store near a source of artificial heat or in direct sunlight & do not store folded or creased.

Boots with a zip (Sovereign) ... ensure zipper teeth are kept clean & dirt free - you can buy a bottle of Hunter Zip Lube for this purpose from our web site

Caution - Worn soles may lessen the grip and exposure to solvents, oils and animal fats can also swell the rubber and increase the risk of slipping.

Hunter boots contain natural rubber latex, which it is possible that a few people may be allergic to.

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Q: My boots that I bought from you are faulty - how do I get a replacement?

A: Please refer to the Warranty section - Click Here for ...

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Q: Do you only sell Hunter products?

A: We offer the entire Hunter range, but also sell MuckBoots wellingtons and Century Safety Boots, Thigh Waders and Chest Waders.

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Q: My Hunter boots have got white marks on them - what's that & how do I remove the marks?

A: In hot or humid weather, white marks may sometimes appear on the boots. This is not a defect but a release of the protective wax used during manufacture - it can usually be wiped clean with a damp cloth, or you may consider buying Hunter UV Tech Cleaner from our web site to maintain the ‘like new' look of your boots.

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Q: My boots are not comfortable and / or are making my feet sore - what can I do?

A: If your boots have been worn outside or used in any way, then we are afraid we can not exchange them.

However, if you have just received delivery of your boots from us and they have not been worn or used outside, then you can return them to us to exchange them for a better fitting size or style.
Please see our EXCHANGES POLICY ...

If you need more information on picking the correct size of boots - see .....

Whilst we really do want you to get the very best fit from any product(s) that we sell you, we are sure that you understand that the size / style selection of products that you may buy from us are entirely under your control and it is impossible for us to confirm that the goods you select will fit you well, therefore we can accept no responsibility for any items that are a bad fit which, in extreme cases as with any inappropriately sized clothing and/or footwear, could over time cause abrasions or sores.

As you can see from our Exchanges / Returns Policy, if immediately upon receipt of your goods you don't like the fit, colour or style, then we are happy to exchange items that you have bought from us for a different size once you've paid for the re-delivery, so there is no reason for you to put up with any incorrectly fitting products that you may have selected.
Note that should you prefer to keep the boots, fleece welly socks may assist to make the fit more comfortable - these are available for purchase in many colours from our web stores.

Accordingly whilst we do what we can on this web site to publish as much sizing information as possible to assist you in choosing the best size for you, since the product and size selection is entirely your choice, we are afraid we cannot accept any responsibility whatsoever for any consequences (direct or indirect) of items that you buy from us which fit the recipient poorly.

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  ANSWERS TO QUESTIONS ABOUT PLACING AN ORDER

Q: Are there different ways that I can order Wellington Boots?

A: You can buy online from this web site - See ...

Or you can buy using Mail Order - See ................

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Q: Buying Online - What is the Order process?

A: Ordering online is easy, safe, secure and efficient.

There are 5 simple steps to ordering online (the step you are on is always shown at the top of the screen) ...

1. Pick the appropriate web stores for your delivery ...
For the UK click on: ... Buy for delivery to

For the EU click on: ... Buy for delivery to

Select the product(s) style, colour and size that you want and then add them to your cart with the BUY button.The web stores shows you the contents of your cart and when you have finished shopping,
hit the Next button....

2. Enter your DELIVERY Address (make sure it's entirely correct, particularly Post Code and your email !),
hit the Next button....

3. Enter your BILLING Address (must match your card statement address) or check the box if this is identical to the delivery address, hit the Place Order button ...

4. Hit the Payment button under the large red arrow and you'll be taken to ...

5. The RBS WorldPay Secure Server Environment where you can choose your payment method (Credit / Debit Card or PayPal) and provide your card number & details.

You will be sent a Confirmation Email from us (which carries a link to your web invoice), and a Payment Confirmation Email from RBS WorldPay.

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Q: This is a gift - do you gift wrap & will the recipient see the price?

A: Sorry, but we are afraid that we are unable to gift wrap the goods, nor can we append any customer specific greetings.

Nothing in the paperwork appended to the delivery should specify the price.
If you wish the price to be unknown to the recipient, then please be sure that you DO NOT give the recipient's email address during order entry, otherwise they may be emailed full details of the order (which will include the price).

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Q: Can I change my order after it has been submitted?

A: Obviously it's better and easier for all if you can get your order correct before you pay for it, and that's not difficult to do if you are careful.
However if you latterly notice an error and want to correct it YOU CAN NOT DO THAT ONLINE for security reasons, so you will URGENTLY need to contact Customer Services ...
Email Customer Services ...

or (only if you have no email)

Free Phone UK: 0800 756 6588.

Overseas: +44 (0)1387 240882

BUT PLEASE LET US KNOW QUICKLY since we offer Next Day Delivery & thus your order will be processed and shipped very quickly by our warehouse. If you delay letting us know, your order will probably have already shipped.

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Q: I've ordered the wrong Product / Colour / Size, can I Exchange them?

A: You can exchange your goods by using our Exchange Procedure and getting a Returns Authorisation Number (RAN) from our warehouse.

In order that we may exchange your goods, you will need to return the original goods to us (the cost of doing so is your responsibility & please use a traceable shipping method to ensure they don't get lost on their way back) and we will obviously need to deliver your goods again, so you will need to pay for the re-delivery shipping charge (same cost as the original order) before the exchange can occur.

To get your EXCHANGE RAN, please see ...

Customer Services will contact you promptly with further instructions including where to return the goods.

If you are in a particular hurry for your replacement goods, then it may be easier & quicker to place a new order for the goods you want and then later return your original order for a refund (any return surcharges will be waived in these circumstances). Using this method, the cost of getting your replacement is exactly the same as exchanging.

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Q: I've ordered the wrong Product / Colour / Size, can I have a Refund please?

A: You can return your goods for a refund by using our Returns Procedure and getting a Returns Authorisation Number (RAN) from our warehouse.
The cost of returning the goods to our warehouse is your responsibility and you should use a traceable shipping method to ensure they don't get lost in transit.
Please Note that every order returned for a refund is subject to a £5 (or €8 Euro for EU mainland orders) administration, handling & re-storage surcharge which will be deducted from the value that is refunded. We must receive the goods back as soon as possible - ideally within 7 days, but no later than 30 days from the date of purchase. Please return via a traceable shipping method to ensure that the goods arrive safely at our warehouse.

To get your RETURN for REFUND RAN, please see ...

Customer Services will contact you promptly with further instructions including where to send the goods.

The refund will appear on the original purchaser's card statement as WP-SIXTOP LIMITED CROWTHORNE.

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Q: How do I Cancel my Order?

A: CANCELLING YOUR ORDER BEFORE DELIVERY
Orders cancelled before we commence delivery will be refunded in full - however your order will have gone straight to the warehouse for despatch, and they typically despatch good within 2 - 3 hours of receipt during the normal working day, so you should notify us as soon as possible by Emailing Customer Services ...

CANCELLING YOUR ORDER AFTER WE HAVE COMMENCED DELIVERY or AFTER IT HAS BEEN DELIVERED
The Consumer Protection (Distance Selling) Regulations 2000 provide you with the right to cancel your order for goods purchased from this web store within seven working days beginning the day after you receive delivery of the goods.

If you decide to cancel your order, you must notify us within that seven working day period and if you cancel your order after receiving the goods you must return the goods to us within 30 days of purchase.

You are responsible for both the original shipping cost and the cost of returning the goods to us. We will only reimburse you for the value of the actual goods

You can CANCEL & return your Order for a refund by using our Returns Procedure and getting a Returns Authorisation Number (RAN) from our warehouse.

To get your RETURN for REFUND RAN, please see ...

Customer Services will contact you promptly with further instructions including where to send the goods.

The refund will appear on the original purchaser's card statement as WP-SIXTOP LIMITED CROWTHORNE.

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Q: I've had multiple order confirmations, but I only want one order - Why?

A: We will have sent you an Order Confirmation email, and as that says ...
"You may receive multiple order confirmation emails if you have hit the Place Order button repeatedly, or have navigated back and forth with your browser back or forward buttons. DO NOT BE CONCERNED, only your paid order number will be shipped."

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Q: Do you have the items I want in stock?

A: The web site only lets you choose products that are available from stock - however you may unluckily buy the last pair of a selected size at exactly the same time as another shopper. Should this occur we will contact you to let you know (usually by email) and offer you the opportunity to cancel, change your selection, or wait until the boots ordered become available.

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Q: I'm having Web Site ordering problems - can you help?

A: If you are having difficulties, we're here to help.

Please send the details of your problem to Technical Support ...

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Q: Can you do Mail Order?

A: Buying online is quicker and much more secure since nobody gets to see your Credit / Debit Card details, but perhaps you prefer to fax / post us an order form which can be printed here (this can only be used for UK deliveries and we can only accept payment in £ GBP if you send a cheque) -

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Q: Can I Order over the Telephone?

A: If possible we prefer NOT to take orders over the phone.

To deliver your order it must get onto the web so that it gets to our warehouse for delivery, so it is probably going to be more efficient & more accurate if you type your details yourself - this will ensure that the name, address, phone numbers, post codes and all other details aren't mis-typed by us.

We really don't want to know your card number - that is best entered by you into the RBS WorldPay secure server environment where nobody gets to see it.

If you have ever enrolled with MasterCard or Visa Secure Code then we certainly don't want you to tell us your pass code.

HOWEVER, if you don't have working internet access to place your order, and/or you are absolutely sure that you have never enrolled in MasterCard or Visa Secure Code, then we will try to enter your order for you.
Please call Customer Services at ...

Free Phone UK:   0800 756 6588

Or from UK:         01387 240 882

From Overseas: +44 (0)1387 240 882

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Q: I'd like to visit your Retail Outlet - Do you have a shop?

A: Sorry but ours is a totally online business and we have no retail shop.

All orders are despatched directly from our Burgess Hill warehouse.

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Q: I have some Product Questions, who do I speak to?

A: We prefer to be contacted by email if possible so that we have a written record of all communications.

Our Business Hours are 09:00 am to 05:00 pm GMT, Monday to Friday. We are shut weekends and UK Bank Holidays.

To contact WEB SALES ...

Email Web Sales ...

Free Phone UK:   0800 756 6588

Or from UK:         01344 773 145

From Overseas: +44 (0)1344 773 145

or

Contact CUSTOMER SERVICES at ...

Email Customer Services ...

Free Phone UK:   0800 756 6588

Or from UK:         01387 240 882

From Overseas: +44 (0)1387 240 882

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  ANSWERS TO QUESTIONS ABOUT DELIVERY

Q: What Countries do you deliver to?

A: We have two main delivery areas ...



UK: England, Scotland, Wales, Northern Ireland & UK local Offshore Islands (Sorry, but we do not deliver to the Channel Islands or BFPO addresses).
For the UK click on: ... Buy for delivery to

and



Mainland Europe (EEC): Austria, Belgium, Denmark, Eire, Finland, France, Germany, Italy, Luxembourg, the Netherlands, Portugal, Spain and Sweden

For the EU click on: ... Buy for delivery to

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Q: Are there Countries where you DO NOT DELIVER?

A: We list ALL countries that we DO Deliver To here ...

We are afraid that we DO NOT deliver to ANY other countries, including:...
Switzerland, Norway, USA, Canada, Japan, Australia, Other EEC countries & all other countries.

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Q: You don't deliver to my country. Can I pay extra so that you will?

A: We are sorry, but we can only deliver to the countries listed below ...

United Kingdom

Austria

Belgium

Denmark

Eire

Finland

France

Germany

Italy

Luxembourg

Netherlands

Portugal

Spain

Sweden

We do not deliver to any other country.

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Q: How Long will Delivery take & How Much does Delivery cost?

A:

Deliveries to the UK: There is a £5.00 delivery charge on each order.

Orders for UK Mainland delivery which are placed by 3:00pm GMT Monday to Thursday will be delivered the next day.
Orders placed by 3:00pm GMT on Friday will arrive the next Monday.
Saturday or Sunday orders will arrive on the following Tuesday (subject to product availability and any delays caused by weather and peak or holiday periods)
Deliveries may take longer for the more remote Scottish Highlands and UK offshore islands.

All Century Safety Boots (Century 4000, Firefighter 4000 and Forester 3000) are stored in a separate warehouse and must first be transferred to our distribution warehouse at Burgess Hill, this means that delivery usually takes an additional 3 to 5 days on top of the period specified above.



Deliveries to the following EEC Member States:
For the European countries listed in the table below, the delivery time and cost varies by the destination country.

European Courier (Road) Deliveries
Delivery Country	Estimated Delivery Time	Delivery Cost (Euros)
Austria	3 to 4 days	€ 45
Belgium	2 to 3 days	€ 25
Denmark	3 to 4 days	€ 45
Eire	2 to 3 days	€ 25
Finland	4 days	€ 45
France	2 to 3 days	€ 25
Germany	2 to 3 days	€ 25
Italy	4 days	€ 45
Luxembourg	2 to 3 days	€ 25
Netherlands	2 to 3 days	€ 25
Portugal	4 days	€ 45
Spain	4 days	€ 30
Sweden	4 days	€ 30

All Century Safety Boots (Century 4000, Firefighter 4000 and Forester 3000) are stored in a separate warehouse and must first be transferred to our distribution warehouse at Burgess Hill, this means that delivery usually takes an additional 3 to 5 days on top of the period specified above.

(All of the above timing is subject to product availability & any delays caused by weather & peak or holiday periods)

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Q: Where is my Order - Can I Track It Online?

A: You can track your UK / EU delivery online using the link below - giving either your Order Number (from your emailed Order Confirmation), or your Consignment Number (which you can find on the despatch email we send you) ...

Contacting OUR WAREHOUSE:
You can email the warehouse .............

Contacting CUSTOMER SERVICES:
You can email Customer Services at ...

Telephone Free Phone: 0800 756 6588
From outside the UK Tel: +44 (0)1387 240 882

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Q: Can my order be delivered to a different address to my home address?

A: Yes - When you enter your order, Step 2 (steps are shown at top of screen) lets you enter your DELIVERY Address, and then Step 3 is where you give your home or BILLING address (which typically matches the address on your Credit / Debit Card Statement).

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Q: Can I choose a delivery date and time?

A: No we are afraid not - We rely on the delivery / courier companies to adhere to the delivery timescales that we have agreed with them - see the "How long does it take to deliver my order?" section here ...

However the couriers will not commit to a specific time of day for delivery.

NOTE: The delivery company will want a signature upon delivery, so if you are unlikely to be in, please make sure your delivery address has somebody there who is available to sign for the goods.

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Q: What happens if I am out when my goods are delivered?

A: The courier will require a signature upon delivery, so if you are unlikely to be in, please make sure your delivery address has somebody available to sign for the goods.

If the premises is empty, the courier will leave a card with instructions for contacting them so that you can arrange either re-delivery, or collection of the goods.

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Q: What is your Returns Policy?

A: For Returns Policy Information See ...

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Q: What is your Exchange Policy?

A: For Exchange Policy Information See ...

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  ANSWERS TO QUESTIONS ABOUT PAYMENT

Q: Is it safe to order online through your website? And how can I pay?

A: Yes, it is entirely safe. Credit/Debit card orders placed on our site are processed by RBS WorldPay using SSL technology, so rest assured that your transactions are protected.

When our web stores pass you to RBS WorldPay to capture and clear your payment, you will see that the Closed Padlock symbol now appears in your browser, indicating that you have entered a secure environment.

RBS WorldPay enable thousands of shoppers in hundreds of countries to shop safely and securely every day - Trusted by customers in 110 countries, RBS WorldPay care about your privacy.

To learn about RBS WorldPay's world leading payment security ... Click Here.

We accept most major Credit / Debit cards, or you can pay by PayPal ...

All of these payment methods will accept payments in GBP (£), but not all accept payment in Euros (€) and it is possible that some of these credit / debit cards may not be available in your Country.

Any refunds that may be required will be made to the credit / debit card used for the original purchase. Note that if you pay by PayPal, they only allow refunds to occur within 60 days of the original transaction date, so we may be forced to refund by cheque (£ GBP only) in some circumstances.

Please Note that purchases from our Web Stores will appear on your credit/debit card statement as ...
"WP-SIXTOP LIMITED CROWTHORNE".

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Q: I am having trouble completing my order - How can I pay for my goods?

A: Step 5 of the order process (the "Step" you are on is shown during Order Entry at top of each screen) after you hit the "Place Order" button, has a large red arrow pointing to a grey button saying "Pay Now" ... hit this to enter your card details in the RBS WorldPay secure server environment, or to pay by PayPal. The top of the screen will look like this ...

If your card is being declined, then only your card issuer will know why and you should contact them.
We only get to see whether transactions succeed or fail, but get no indication of why a card may be declined.

If your PC is stopping you entering your card details and you want us to try, see ...


For further information about payment & online security, see ...

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Q: When do you take payment?

A: The payment is cleared and taken from your card via WorldPay at time of order.
Since usually the goods are despatched from our warehouse the same day that the order is submitted to us, we find it necessary to take immediate payment to discourage internet fraud.

Only paid orders are accepted and only paid orders will be delivered.

The purchase will appear on your credit/debit card statement as WP-SIXTOP LIMITED CROWTHORNE.

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Q: I'm being asked for a MasterCard or Visa SecureCode. What is that?

A: Various card issuing companies like Mastercard & Visa have a "Verified By" or "SecureCode" function which allows you to assign a password / code to your credit /debit card. You then must enter that code whenever you make a web purchase using that card.

Some card issuers allow you to bypass the enrollment in the SecureCode program, other insist that it is done straight away. Once enrolled you must supply your pass code for every online purchase.

This security feature is to further ensure that no fraudulent use of your card occurs should it be cloned or stolen and thus it is a positive step to securing online transactions

HOWEVER it does mean that if you have trouble completing your order and/or have forgotten your SecureCode, then we can't help by clearing the card transaction for you, since we obviously don't know your SecureCode, nor do we want to know what it is.

For further information about payment & online security, see ...

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Q: What if I do not wish to use the MasterCard or Visa SecureCode service?

A: Enrollment in this program is mandatory for some card issuers.

For further information about "SecureCode" or "Verified By" payments & online security, see ...

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Q: I have asked for a refund -where is it?

A: If an order is cancelled before delivery, we will usually issue a refund the same working day (this may take 2 - 3 working days at peak periods).

If we have already delivered the goods and either the order is cancelled, or a refund is requested - then we will issue the refund once the goods have been returned back to our warehouse. We will usually issue that refund the same working day that they arrive back, but it may take 2 - 3 working days at peak periods.

The original shipping cost and the cost of the return shipping will not be included in the refund. The latter being your responsibility unless relating to a warranty claim.
Please Note that every order returned for a refund is subject to a £5 (or €8 Euro for EU mainland orders) administration, handling & re-storage surcharge which will be deducted from the value that is refunded. We must receive the goods back as soon as possible - ideally within 7 days, but no later than 30 days from the date of purchase. Please return via a traceable shipping method to ensure that the goods arrive safely at our warehouse.

The refund for the goods will be made through RBS WorldPay and will be credited to the card used for the original purchase.

RBS WorldPay (who cleared the original card payment on our behalf and who therefore also process the refund) advise the card issuing companies of refunds at the end of each working day, but the time taken for the refund to hit your account does vary by card issuer.

If you have received an email notification from RBS WorldPay that the refund has occurred and yet it hasn't appeared on your account by the end of the next working day, then you should contact your card issuer who should be aware of it's existence and ask them why it is not yet on your card account.

For further information on our Refund Procedure See ...

For further information about RBS WorldPay, payments & online security, see ...

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Q: What about UK VAT - what's that?

A: All our prices include UK Value Added Tax (VAT).

Children's clothing, children's boots, Safety Boots & Safety Thigh/Chest Waders are all Zero Rated for UK VAT, so zero VAT is charged on these products.

ALL other product prices and delivery costs shown in our web stores include UK VAT at the Standard Rate.

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