FAQ

We are open for orders 24/7

PRODUCTS 

Q: Do you have a size guide?
A: As we supply garments from different manufacturers, please see each product for accurate sizing information under the ‘Description’ tab which is just underneath the product. If you require further information, please contact our customer service team by emailing sales@airforcegiftshop.co.uk

Q: Are your products officially MOD licensed ? 
A: We offer official licensed RAF, Red Arrows and Royal Navy products. A portion of proceeds for every licensed product sale goes to the Ministry of Defence. 

Q: Can I exchange a product?
A: We are happy to exchange any item within 30 days of purchase, provided the item is returned in their original unworn condition with all original labels attached. Please note, we do not cover postage for returns/exchanges unless the item is faulty. Exchanges are available up to the same value of your original order. If your exchange is of a higher value you will be asked to pay the difference. For more information, please visit our Shipping & Returns page or contact our customer service team to arrange your exchange by emailing sales@airforcegiftshop.co.uk

Please note, we are unable to exchange face masks due to hygiene reasons. 

Q: Why can't I select the size I want?
A: On occasion, we may be out of stock of our product in a particular size. However, we could be expecting a delivery, so please send us an email at sales@airforcegiftshop.co.uk and a member of our team will be able to check the availability or suggest an alternative product.

Q: What should I do if my product is faulty?
A: 
If you think the item you received is faulty please get in touch with us straight away via email at sales@airforcegiftshop.co.uk and we’ll do our best to help. Please provide photographic evidence for our investigation purposes. Find out more by visiting our Shipping & Returns page.

Q: Why do you have a different policy for embroidered products?
A: 
Our embroidered products are Made to Order, meaning they are not a stock item and are specifically what you have ordered. Please expect deliveries for embroidered garments to take between 16 - 19 working days. We are unable to offer a full refund on embroidered products except if there is a fault in the product. Exchanges for a different size may be possible. Please check the size guide on the product page before ordering.  

ORDERS

Q: Where is my order?

A: We try to ship all orders out within 2 - 4 working days and use Royal Mail 48 Hour service for all UK orders. Du
e to current circumstances with COVID-19 we are running with reduced office hours so some orders are taking slightly longer to despatch. We are working as quick as we can to ensure orders are shipped with minimal delays. 
International orders typically take between 1 - 10 business days from shipment. Please refer to the tracking information provided in your shipping confirmation email to see the latest status updates.
Please note, due to current circumstances with COVID-19, our couriers such as Royal Mail are experiencing an increased demand. We have been advised it may occasionally take longer than normal for the parcel to reach you with international orders taking longer. We apologise for any inconvenience and thank you for your patience during this unusual time. 

Q: Can I cancel or make changes to my order?
A: If you wish to cancel your order or make any chances, please email sales@airforcegiftshop.co.uk
Please note, we may not be able to cancel / change an order if it has already been processed or dispatched. For more details on returns and exchanges, visit our 
Shipping & Returns page.

Q:  I have an issue with my order, what do I do?
A: If you experience an issue with your order please email sales@airforcegiftshop.co.uk and a member of our customer service team will be happy to help. Alternatively visit our returns policy section on our Shipping & Returns page to find more information on how to return/exchange products.

Q:  Where can I view my previous orders?
A: If you have created an account with us, you can simply log into your account and access your order history. Log in by selecting sign in at the top right hand of the page to access your account and manage orders as well as much more.
 

DELIVERY