Customer Services, from Merlin Archery Ltd.

Customer Services

Here you will find answers to most of your questions about shopping with us. If you can't find the answer you are looking for, or if you just need some help choosing the right equipment, then fire off an email or give us a call. We will be happy to help.

Customer Service

Order Tracking

Shipping times frames stated on the product pages are estimates only. When we receive your order, an order confirmation email is sent to the email address you supplied with the order. When your order is shipped another email is sent to you confirming when it was sent. Please allow 1-2 working days from the date we sent the email for orders sent by courier, and 2-4 working days for orders sent by Royal mail. If you have not received your parcel by then, please contact us with your order number an we will track the delivery for you. Most items we send require a signature. Parcels are not considered lost by Royal Mail until 15 working days have past.

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Payment Options

We accept the following credit/debit cards -

For international orders we may request a direct bank transfer.

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Returns & Warranties

We want you to be happy with your purchase!

If you have any issues or problems with your order, please call us direct on 01509 233555 us so we can assist.

If you have a faulty product still under the manufacturers warranty, or wish to return any unwanted items to us, please follow the steps as set out below.

1) Download and print off our simple returns form and fill it out. (Adobe Reader required)

2) Before you send anything to us, let us know first! We can then discuss the problem, know to expect your parcel, and suggest the best shipping method you should use. Please do not send anything back to us without including the filled out returns form.

3) After steps one and two have been completed, send it back to us. The Distance Selling Regulations (2000) places a duty on you to take reasonable care of the goods. Returned items must be packaged properly and shipped with appropriate insurance and traceability.

4) If it is the return of unwanted items, we will refund you within 30 days the value of the original order. If the items require warranty service we will handle the claim under the guidlines of the manufacturers warranty.

A note about postage costs (UK ONLY) - If your item arrived faulty or fails within 30 days, we will also refund your return postage costs. (Postage method must be agreed in advance by Merlin). If the items require service after 30 days then you will be responsible for the return cost to us, and we will cover the shipping of the repaired/replaced item to you.

Important Warranty Information Regarding International Orders

While the majority of products shipped abroad give a trouble free life, sometimes warranty service is required.

For international orders on all items (with the exception of items manufactured by Merlin Archery Ltd), Merlin Archery Ltd will not cover shipping expenses for the return of goods or the sending out of replacement goods. You will be responsible for shipping both ways.

Please consider this important point when having goods delivered outside the United Kingdom.

For items manufactured by Merlin Archery Ltd, you will be responsible for the shipping back to us, but we will cover the shipping of the repair/replacement item to you.

Please also consider that it is a likely requirement of the manufacturer that faulty goods be sent back to the place of purchase. Sometimes manufacturers may handle claims directly.

If this is not acceptable, please buy locally.

30-day returns guarantee.

Our 30-day* returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached) and we will issue a full refund for the price you paid for the item. We can only accept the return of opened items if they are faulty. Please note that we reserve the right to send back items to you that have been returned to us after 30 days unless they are faulty.

Under the Distance Selling Regulations (2000) you have the right to cancel the contract relating to your order at any time up to the end of 7 working days after the goods are delivered. Some products are exempt, and can not be returned after processing of your order has begun. Examples include goods made to your specifications or modified from the manufacturers original specifications by your request. These include, but are not limited to, arrow shafts cut to your length, fletching of arrows, some custom made bows and custom made bowstrings. DVD's may not be returned if unsealed.

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Complaints

While we hope you will never find reason to complain, we do understand that sometimes things go wrong. If for any reason you are not satisfied with our service please tell us about it. We can not improve if we do not know.

Please put your complaints in writing to -

Merlin Archery Ltd. (Complaints)
Bull In The Hollow Farm
Loughborough Road
Quorn Loughborough
Leicestershire
LE12 8UE

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