Customer Support
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Support Guides
Instant Answers
Available 24/7 -
Live Chat
Click the chat icon in the bottom right
Monday - Sunday (9am-5pm) -
Contact Form
Click here to raise a query
Monday - Sunday (9am-5pm) -
Call Us
0131 2125999
Monday - Sunday (9am-5pm)
FREQUENTLY ASKED QUESTIONS
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Orders & Tracking
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How do I place an order?
Browse our products, choose the items you want, add them to your basket, and complete the checkout with your delivery and payment details.
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Can I change or cancel my order after it’s been placed?
We are unable to offer alterations or cancellations once an order is placed. You can still return the item to us once you receive it as per our shipping policy.
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How can I track my order?
Once your order has been dispatched, you should receive an email with tracking information or a link. If you didn’t receive it, contact support with your order number.
Alternatively, log into your account and head to "orders", select the desired order and click "Track".
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I haven’t received my order confirmation, what should I do?
First check your spam/junk folder. If you still can’t find it, contact support, and provide your name and order details so they can resend it.
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I received the wrong items.
If the item you received isn’t what you ordered, contact us via out contact form or live chat in the bottom right, and include photos and your order number to arrange a return or replacement.
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My order never arrived.
Check your shipping/tracking email first (sometimes it ends up in spam). If the delivery window has passed and there’s no update, contact customer support with your order number so they can investigate.
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When will my pickup order be ready?
You will receive email or SMS confirmation when your pickup order is ready to collect. Please do not arrive before you receive this email.
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Can I add items to an existing order?
Once an order is placed it cannot normally be modified to add extra items. Any additional purchases need to be made as a separate order.
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Why was my order cancelled?
Orders can be cancelled if:
- There was a stock discrepancy
- Payment failed or was declined
- Billing or shipping address couldn’t be verified
You should receive an email explaining cancellation. If not, contact support.
- There was a stock discrepancy
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Can I pre-order items?
Some products may benefit from a pre-order promotion. However, this is on a discretionary basis.
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Do you offer bulk or trade orders?
We are currently unable to offer trade orders.
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Can I reorder a previous purchase?
Yes, by logging into your account you should be able to see previous orders and reorder items from your order history.
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Shipping & Delivery
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What delivery options are available?
We offer standard shipping (2-4 business days) and express shipping (1-2 business days). All orders are sent with DPD with tracking.
Order over £50 quality for free UK express delivery. -
How long does delivery take?
Depending on your selection at checkout, delivery may take anywhere from 1-4 days.
However, these are estimates, and courier delays may impact this. -
How much does shipping cost?
Shipping costs will be calculated at checkout and may change based on location, and order value.
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Do you offer free delivery?
Yes. Free UK Express Shipping is available on orders over £50
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Do you ship internationally?
We do not currently ship internationally. Please join our newsletter to be notified if we expand.
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How can I track my order?
Once your order is dispatched, you’ll receive an email with tracking information or a link so you can follow your parcel’s progress. If you didn’t receive a tracking email, contact support with your order number.
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What should I do if my delivery is delayed?
First check your tracking information. If it’s beyond the expected delivery window or hasn’t updated, contact support with your order number so they can investigate further.
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What happens if I miss my delivery?
If the courier attempts delivery while you’re not in, they will usually leave a “missed delivery” message with options for redelivery or collection. Follow the instructions provided by the courier or contact us if you need further help.
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Can I change my delivery address after ordering?
Address changes may be possible before the order is dispatched. Contact support as soon as possible with your order number and the updated address details. Once an order has shipped, address changes usually cannot be made.
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Returns & Refunds
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What is your returns policy?
We offer a “No-Fuss Returns” policy with a 14-day money-back guarantee. If you’re not completely satisfied with your purchase, you can return eligible items within the specified timeframe for a refund or replacement.
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How long do I have to return an item?
You have up to 14 days from the date of purchase to initiate a return for eligible products.
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How do I return a product?
To return an item:
- Head to your customer account
- Click the relevant order.
- Click "manage" then "request return"
- Wait for your return request to be approved.
- Once approved, Carefully package the item in its original condition with tags and packaging.
- Send it back using a delivery service you choose.
Note: Sending items back without first requesting a return will not be accepted.
- Head to your customer account
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Do I have to pay for return shipping?
Yes you are responsible for return shipping costs unless the item is faulty, damaged, or the wrong item was sent. In those cases, ArrowHeadz may refund the return shipping cost, but will not cover premium shipping methods.
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How long does it take to receive a refund?
Once we receive your returned item and verify it meets the return conditions, we will process your refund within 5 business days to the original payment method.
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Can I exchange an item instead of getting a refund?
We currently do not offer exchanges. If you would like a different product you will have to order it separately.
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What items are non-returnable?
The following are not eligible for returns under this policy:
- Gift Cards
- Customised items
- Used items (not in original condition with tags)
- Gift Cards
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What if my item is faulty or damaged?
If your item arrived faulty or damaged, include a photo of the defect when you submit your return request. We may refund your return shipping cost for faulty, damaged, or incorrectly sent goods.
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Can I return personalised products?
No personalised or customised items are listed as non-returnable under the policy unless they are faulty or incorrect.
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Payments
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What payment methods do you accept?
We accept a wide range of secure payment methods at checkout, including:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
All of these are processed through trusted payment providers to keep your transaction secure.
- Visa
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Is it safe to enter my payment details on your website?
Yes. We use secure payment providers and SSL encryption to protect your personal and payment information during checkout, ensuring your data stays confidential and secure.
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When will I be charged for my order?
Your payment is generally taken immediately at the time of checkout when you submit your order. The exact timing depends on your payment provider, but funds are usually charged once the order is placed.
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Why was my payment declined?
Payments may be declined for reasons such as:
- Insufficient funds
- Incorrect card details entered
- Your bank or card provider blocked the transaction for security reasons
If your payment is declined, check your details and contact your card provider for more information, or try an alternative payment method.
- Insufficient funds
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How can I use a gift card or discount code?
Gift Cards:
ArrowHeadz digital gift vouchers can be redeemed at checkout by entering the unique voucher code. If your order total exceeds the gift card value, you can pay the remainder with any accepted payment method.Discount Codes:
Enter the discount code in the promo/discount field during checkout and apply it before completing your order. Make sure the code is valid and meets any minimum spend or product eligibility requirements. -
Can I pay using Klarna/Clearpay/PayPal?
PayPal is accepted and available as a payment option at checkout.
Klarna/Clearpay are not currently supported at this time. However you can pay in instalments with shop pay. -
Do you offer finance or split payment options?
We utilise Shop Pay to provide instalments options for orders exceeding £50.
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Can I use multiple payment methods for one order?
No you can only use one primary payment method per single order. If you want to combine a gift card with another payment method, you can do that by applying the gift card balance first and then completing the remainder with another accepted payment method.
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Loyalty Rewards
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What is ArrowHeadz Rewards?
ArrowHeadz Rewards is our loyalty programme designed to reward customers for shopping with us. When you create an account and place orders, you earn points that can be redeemed for discounts on future purchases.
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How do I join ArrowHeadz Rewards?
Joining is simple and completely free.
Just create an account. Once registered, you’ll automatically start earning points on eligible purchases. -
How do I earn points?
You can earn points by:
- Making purchases on arrowheadz.co.uk
- Creating an account
- Subscribing to our newsletter
- Following us on social media
Points are awarded on qualifying purchases once your order is completed.
- Making purchases on arrowheadz.co.uk
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How can I view my points balance?
You can check your points balance anytime by:
- Logging into your ArrowHeadz account
- Visiting the rewards widget in the bottom left
Your available points and reward history will be displayed there.
- Logging into your ArrowHeadz account
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How long are my points valid?
Points remain valid for 12 months from the date they are earned, unless otherwise stated during a promotion.
If your account is inactive for an extended period, points may expire. -
What rewards are available?
Points can be redeemed for:
- Money-off vouchers
- Discount codes
- Exclusive member promotions
- Special limited-time offers
Available rewards may change throughout the year.
- Money-off vouchers
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How do I redeem my points?
When you have enough points, you can:
- Log into your account
- Click the reward widget in the bottom left
- Convert your points into a reward voucher
- Apply the voucher code at checkout
Rewards must be redeemed before they expire.
- Log into your account
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Can I use rewards with discount codes?
In most cases, only one promotional offer can be used per order. This means reward vouchers typically cannot be combined with other discount codes unless stated otherwise.
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Do I earn points on sale items?
Points may not be awarded on sale, clearance, or discounted items unless specifically stated in a promotion.
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What happens to my points if I return an item?
If you return an item that earned points, those points will be deducted from your balance once the refund is processed.
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Is ArrowHeadz Rewards free to join?
Yes the programme is completely free to join and available to all registered customers.
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Gift Cards & Discounts
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How do I use a discount code?
To use a discount code:
- Add your items to your basket.
- Proceed to checkout.
- Enter your discount code in the promo/discount box.
- Click Apply before completing your purchase.
If the code is valid and meets the terms, your discount will be applied instantly.
- Add your items to your basket.
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Why isn’t my discount code working?
Your discount code may not work if:
- It has expired.
- The minimum spend requirement hasn’t been met.
- The code only applies to selected products.
- The items in your basket are already discounted.
- The code has already been used (if single-use).
Double-check the terms of the promotion. If you’re still unsure, contact our support team.
- It has expired.
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Can I use more than one discount code at checkout?
No, only one discount code can be used per order unless otherwise stated during a specific promotion.
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Do discount codes apply to sale items?
Most discount codes cannot be combined with sale or clearance items unless the promotion specifically states otherwise.
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How do I purchase a gift card?
ArrowHeadz digital gift cards are available to purchase directly on our website.
Simply:
- Select the gift card product.
- Choose the value.
- Add to basket and complete checkout.
Gift cards are delivered digitally via email.
- Select the gift card product.
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How do I redeem a gift card?
To redeem a gift card:
- Add items to your basket.
- Go to checkout.
- Enter your gift card code in the discount/gift card field.
- Apply the code to deduct the value from your total.
If your order exceeds the gift card value, you can pay the remaining balance with another accepted payment method.
- Add items to your basket.
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Can gift cards be used with discount codes?
In most cases, gift cards can be used alongside a discount code because they function as a payment method. However, promotional exclusions may apply during certain campaigns.
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Do gift cards expire?
Gift card expiry terms will be shown at the time of purchase. Please refer to your gift card email for full validity details.
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Can I check my gift card balance?
If you’re unsure of your remaining balance, contact our customer support team with your gift card code and we’ll be happy to help.
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What happens if I return an item purchased with a gift card?
If you return an item purchased using a gift card:
- The refunded amount will first be returned to the original gift card.
- If additional payment was used, that portion will be refunded to the original payment method.
Refunds are processed in line with our standard Returns Policy.
- The refunded amount will first be returned to the original gift card.
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Can in store gift cards be used online or vice versa?
Unfortunately, gift cards are only redeemable on the channel where you purchased them. Therefore, online digital gift cards can only be redeemed online.
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My Account
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How do I create an account?
To create an account:
- Click the Account icon at the top of the website.
- Select Create Account.
- Enter your details and set a password.
- Confirm your email address (if required).
Creating an account allows you to track orders, manage addresses and access your order history.
- Click the Account icon at the top of the website.
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Do I need an account to place an order?
No, you can check out as a guest. However, creating an account makes it easier to track orders and manage future purchases.
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I forgot my password. How do I reset it?
On the login page:
- Click Forgot your password?
- Enter your registered email address.
- Follow the reset link sent to your inbox.
If you don’t receive the email, check your spam/junk folder.
- Click Forgot your password?
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Why can’t I log into my account?
You may be unable to log in if:
- Your email or password is incorrect
- Your account hasn’t been activated
- You previously checked out as a guest
Try resetting your password first. If the issue continues, contact customer support.
- Your email or password is incorrect
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How do I update my personal details?
Log into your account and navigate to your Account Settings.
From there, you can update:- Name
- Email address
- Password
- Contact information
Be sure to save your changes before exiting.
- Name
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How do I change my email address?
To change your email address, log into your account and update it within your profile settings.
If you're unable to update it, contact support for assistance. -
How do I manage my saved addresses?
Once logged in, you can:
- Add new delivery addresses
- Edit existing addresses
- Set a default shipping address
Managing saved addresses makes checkout faster.
- Add new delivery addresses
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How can I view my previous orders?
Log into your account and go to Order History.
Here you’ll see:- Past orders
- Order numbers
- Order dates
- Order status
You can reorder items directly from this section.
- Past orders
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Can I reorder a previous purchase?
Yes, visit your Order History, select the previous order, and reorder available items quickly and easily.
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How do I subscribe or unsubscribe from emails?
You can:
- Subscribe during checkout or when creating an account
- Unsubscribe anytime by clicking the unsubscribe link at the bottom of any marketing email
You can also manage preferences within your account (if enabled).
- Subscribe during checkout or when creating an account
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Can I delete my account?
If you wish to permanently delete your account, please contact our customer support team. We will process your request in line with data protection regulations.
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Can I check my loyalty or reward points in my account?
If you are enrolled in ArrowHeadz Rewards, your points balance will be visible in your account dashboard.
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Product Questions
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Where can I find size guides?
Size guides are available on relevant product pages. If a size guide is not listed, please contact our support team for assistance.
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Are your products genuine and official?
Yes. All products sold by ArrowHeadz are genuine and sourced from reputable manufacturers and suppliers.
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Are items in stock and ready to ship?
Stock availability is shown on each product page.
If an item is marked as available, it is ready for dispatch. If it is out of stock or backordered, this will be clearly displayed.
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Can I pre-order items?
If a product is available for pre-order, this will be clearly stated on the product page along with an estimated dispatch timeframe.
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Are your products suitable for professional or competitive use?
Yes. We supply high-quality equipment suitable for club, competition and professional use, depending on the product selected.
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Do your products come with a warranty?
Most products are covered by the manufacturer’s warranty.
Warranty terms vary by brand and product type. If you experience an issue, contact us with your order number and details.
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What should I do if I receive a faulty product?
If your item arrives faulty or develops a fault, contact us as soon as possible with:
- Your order number
- A description of the issue
- Clear photos (if applicable)
We will assess the issue and advise on return, replacement or warranty support.
- Your order number
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Where can I download product manuals?
If a manufacturer provides a downloadable manual, it may be linked on the product page.
If you cannot find it, contact us and we will help source it where available.
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Can I get advice before buying?
Absolutely. Choosing the right equipment is important.
If you're unsure about sizing, specifications or suitability, contact our team and we’ll help guide you toward the right choice.
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What should I do if a product listing appears inaccurate or incorrect?
We aim to ensure all product descriptions, images and specifications on arrowheadz.co.uk are accurate and up to date. However, if you notice any incorrect information — such as pricing errors, specification discrepancies, or mismatched images — please contact us as soon as possible.
If you’ve already placed an order and there was a clear listing error, we will contact you to explain the issue and offer one of the following:
- Confirmation and fulfilment at the correct specification (where possible)
- An alternative product option
- A full refund
We reserve the right to correct obvious errors or inaccuracies in product listings, including pricing mistakes, at any time.
- Confirmation and fulfilment at the correct specification (where possible)
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