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Delivery & Returns

Delivery

Here at Factory Cases we send all our packages from our top of the range Warehouse based in the UK, and send all of our parcels with specially picked couriers to ensure your parcels get to you on time and in one piece. We do not drop ship our cases so you can always enjoy a fast delivery service right to your door. We aim to dispatch all packages as quickly as possible, with most being dispatched within 24 hours, though at peak times this may take slightly longer.

For shipping we offer a Working Day Service meaning our parcels will be dispatched and delivered from Monday - Friday, excluding Bank Holidays.

Please note that we use third party delivery services as our couriers. Couriers deliver Monday to Friday approximately between 7am and 6pm, except for bank holidays. We do not directly control the Couriers and cannot organise a specific delivery time for individual orders, however you will receive a tracking email once your order has been collected by the courier. Please note that delivery may be delayed by extreme weather and events, such as snow or motorway closures, or at the discretion of our Couriers. Once the package has left our Warehouse we no longer have control of the package, however we can contact the Courier on your behalf should intervention be required.

On the rare occasion that we cannot supply you with an item we will attempt to get in touch with you both via Phone and Email letting you know whats happened, and will supply you with the item as soon as stock becomes available. Such examples of this are usually caused by an item being found faulty before dispatch, or we are not satisfied with the quality of the item when inspected prior to dispatch.

Upon signing for the delivery you are accepting the order is correct and in good condition, however, we do understand that you might not be able to open your package straight away as such we allow up to 48 Hours for you to advise us of missing / incorrect items.

Please note that we do not compensate in any way for time spent waiting in for deliveries even if they do not arrive, we do however accept that in life, mistakes and circumstances happen that can unfortunately mean that your item may not be delivered on time as requested e.g. bad weather, computer error etc. If such mistakes do occur we will look to resolve the issue as quickly as possible and may also look to refund your postage charge in full.

Please note that if there is no-one available to sign for the delivery and the delivery fails on 2 or more occasions then additional charges may be incurred for any further delivery attempts.

Our couriers give the option to re-organise your delivery when you receive your tracking information. Please note that if you opt to make use of such services we cannot be responsible for lost or stolen packages as this is a third party service.

Postage Service Types

1 - All postage services are considered Working Day Service, meaning that they will only be collected and delivered Monday to Friday, excluding Bank Holidays and Weekends.

2 - Orders which require manual intervention, such as Custom Work will require additional time.

3 - Postage to the EU can vary depending on the location.

Standard Service

2-3 Working Days¹²

A Standard Delivery is available to all UK Mainlands locations, excluding Scottish Highlands and the Channel Islands.

The cut off time for Standard Delivery is 2:45pm, so when figuring out the delivery date please add an additional day after this time. For a more accurate delivery time please use the Delivery calculator in the basket, or during the checkout process.

Unfortunately, we cannot offer the Standard Service Option to Northern Ireland, Republic of Ireland, Scottish Highlands, Channel Islands and Overseas Territories, as these services can only travel by Road and Sea.

Next Day Service

Next Working Day¹²

Next Day delivery is available to all UK Mainlands locations, excluding Scottish Highlands and the Channel Islands.

The cut off time for Next Day Delivery is 2:45pm, so please order well before to ensure that Next Day courier service can be dispatched. Standard Next day delivery is available for dispatch Monday to Thursday for the same week, with a latest delivery being on Friday.

If you require your package for the weekend ensure you order before 2:45PM Thursday, for delivery on Friday.

Unfortunately, we cannot offer the Next Day Service Option to Northern Ireland, Republic of Ireland, Scottish Highlands, Channel Islands and Overseas Territories, as these services can only travel by Road and Sea.

EU Courier / Highlands / Islands

3-5+ Working Days¹²³

EU Courier is available to all EU Mainland locations, including Scottish Highlands and the Channel Islands.

Unfortunately, we cannot offer Faster Postage Options to the EU, Northern Ireland, Republic of Ireland, Scottish Highlands, Channel Islands and Overseas Territories, as these services can only travel by Road and Sea. Typically expedited services travel by Air, with Airsoft products being restricted from these modes of transport.

Faster postage options do exist for these areas, but cannot include Airsoft Replicas, Battery, Aerosols, or Gasses of any kind, and are incredibly expensive.

Please note that EU delivery may be subject to a Fuel Surcharge, though very rare we will contact you if this is required.

Courier Specific Information

At our discretion, we may use either of the following couriers.

UPS

You will receive tracking information when your order has been processed for shipping. Please note that UPS will make one delivery attempt to deliver your parcel.

If no one is available to receive the package at the address, then at the drivers discretion, the parcel will either be rescheduled for the next working day or sent to a UPS Access Point.

If the parcel is too large to be left at a UPS Access Point (eg a package containing a large plate carrier or replica) then it will be returned to the sender, in this case us, Patrol Base Ltd.

It is the customers responsibility to check tracking, and if a parcel is taken to an access point it will need to be collected within 10 days.

Further delivery attempts may incur additional delivery costs.

DPD

You will receive tracking information when your order has been processed for shipping.

Please note that DPD will make up to two delivery attempt to deliver your parcel.

After the first attempt the parcel will be taken back to their depot and attempted the next day, if after this the parcel is not delivered it will be returned to the sender, in this case us, Factory Cases Ltd.

Further delivery attempts may incur additional delivery costs.


Returns

Please first contact us to notify us of your wish to return an item and to obtain a return number. When contacting us please have your order details handy, such as the order number or the full name and address on the order.

Whenever returning an item it is important to ensure that you package the items securely to prevent any damage in transit, please ensure the returns number is clearly visible on the outside of the parcel and also enclose a note in the parcel that has your contact details, and please also include the order number where possible as well as the reason for the return (i.e. unwanted, faulty, incorrect item etc).

Please also ensure that, unless previously agreed with us, items are returned complete and include all original parts such as original retail packaging, instructions and any included components like foam, caps, or inserts.

Items returned without a vaild returns number may take longer to process or may not be able to be accepted at all.

Return Address:

White Star Distribution
[Returns Number]
Unit 2 New Mill,
George Street,
Milnsbridge,
HD3 4JD

When the returned items are received they will be initially inspected by our returns department and we will then contact you with an update if applicable.

For returns where we have sent you an incorrect item, we will contact you to arrange for either a replacement item to be sent to you or for a refund. For unwanted items the details will be passed onto our customer service team for the refund to be issued. This process is typically completed within 14 working days of the receipt of the items.

Returning Unwanted Items / Cancelled Orders

To return items of this nature you would need to notify us within 14 days of receiving them and then return them to us within 14 days of this notification.

You would be responsible for arranging and paying for the cost of the return and as such it is entirely your choice as to how you do this, however we would recommend that a tracked and insured service is used as we cannot cover any damage or loss in transit and can only take responsibility for the items once they have been received.

In order to be refunded items will also need to be returned complete and in an ‘as new’ condition, items returned incomplete or that have been handled excessively may still be able to be refunded however a deduction may be made to the refund to cover the cost of the missing / used items.

Please note that we are unable to accept returns for cancellation for any items that have been 'customised to order' such as custom cut foam or items modified by the workshop at your request. This does not affect your ability to return these items if they are faulty or not as described.

Returning Items that are faulty on receipt or items received not as described

When you are returning an item due to a fault or if an item is not as described then please contact us to arrange the return prior to posting anything back to us, we can then arrange to have a 'pre-paid' label sent to you via email, this would need to be printed and attached to the parcel and the parcel can then be dropped off at a courier pick-up point (the nearest to you would be noted in the email), in situations where the size of the parcel or the lack of available pick-up points nearby would prevent this method being used, then we may opt to arrange a courier collection for you instead. Either of these options would need to be arranged with us in advance.

If we do opt to arrange a courier collection then this can be made for any UK address but will require someone to be at the premises on the day of collection and is only available Monday to Friday, excluding public holidays.

You are of course welcome to make any arrangements of your choice to return the items however we may not then be able to cover any of the cost of the return. Please contact us prior to shipping to discuss whether any reimbursement of postage costs would be available and what would be required to claim this back.

If we do opt to arrange a courier collection then this can be made for any UK address but will require someone to be at the premises on the day of collection and is only available Monday to Friday, excluding public holidays.

You are of course welcome to make any arrangements of your choice to return the items however we may not then be able to cover any of the cost of the return.

Faulty items less than 30 days

If you have returned a faulty item to us within 30 days of having received it then once it has been inspected, unless the fault is found to be due to user error or misuse, you can choose to either have the item refunded, replaced or repaired, we will also cover the cost of returning the item to you if repaired or replaced. If the item is unrepairable or is not cost effective to repair then we may choose to issue a refund or replacement instead of a repair.

Faulty items over 30 days, but less than 6 months

If you have returned a faulty item to us outside of 30 days of having received it but within 6 months then once it has been inspected, unless the fault is found to be due to user error or misuse, the item will be repaired and returned to you free of charge. If the item is unrepairable or is not cost effective to repair then we may choose to issue a refund or replacement instead of a repair.

Faulty items over 6 months, but within 12 months

If you have returned a faulty item to us outside of 6 months of having received it but within 12 months, we will be happy to inspect it free of charge for you. If we are able to confirm the item has suffered from a manufacturers defect the item will be repaired and returned to you free of charge. If the item is unrepairable or is not cost effective to repair then we may choose to issue a refund or replacement instead of a repair. If we are unable to determine that the item has suffered from a manufacturing defect, and you are unable to provide evidence of this, we may still be able to offer a repair however this would likely be a chargeable service.

What happens if a faulty item is not covered, or is over 12 months old

If an item is returned over 12 months after receipt, has not been purchased from us at all or after inspection we are unable to determine that the item has suffered from a manufacturing defect and you are unable to provide evidence of this, we may still be able to offer a repair however this would likely be a chargeable service.

If this is the case we will contact you to discuss this prior to commencing any work.


Refunds

Process

When a refund is issued it will always be returned back to the payment method initially used for the purchase, we cannot issue a refund via a different method or to a different person.
 
Once a refund has been agreed we will typically process it straight away and it should clear back onto the original payment method within 7 working days, however during busier periods or if there are any other issues this process may take longer. We will however look to ensure all refunds are issued within a maximum of 14 days.
 

When a refund would not be offered

There are certain circumstances where a refund may not be available examples of these are listed below:

  • If you knew an item was faulty when you bought it (i.e. a ‘reduced / damaged item’)
  • If you have damaged an item by trying to repair it yourself or getting someone else to do it (though we may still offer to a repair it, provide a replacement or a partial refund)
  • Items that have been altered after receipt, either by you or a 3rd party
  • Non-faulty customised items, such as custom foam or inserts
  • Items returned by someone other than the original customer
  • Non faulty items that have been used more than would be needed to inspect the items as you would reasonably do in a shop prior to purchase (a reduced refund may still be available, please contact us to discuss this).
 

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