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UK Delivery Options

Delivery Type



Delivery Time



Cost


Standard Delivery
3-5 Days*
£4.99 per order
Express Delivery - 48 Hours2 days*£7.99 per order
Next Day Delivery (incl. Saturday)Next Working Day (incl. Saturday) if ordered before 7pm*£9.99 per order

Next Day Delivery by DPD (Carbon Neutral)


Next Working Day if ordered before 7pm*£11.99 per order


Saturday Delivery by DPD (Carbon Neutral)

Saturday Delivery if ordered before 7pm Friday£11.99 per order
Next Day Delivery Before 12pm by DPD (Carbon Neutral)
Next Working Day if ordered before 7pm*
£13.99 per order
Specialist Delivery (Arrow XL)Orders dispatched within 5 working days; delivery within 14 days**£29.99 per specialist item
Oversized Delivery (Light & Large)
3 - 7 Days*£9.99 per order
Click & Collect2 days*£4.99 per order (Pay online, delivered to store, plus receive a £5 voucher to spend in store when you collect)
Click & Reserve2 hours for the reservation to be confirmed. 48 hours to collectFREE
(Order online, pick up and pay in store)


Small Print

  • Working Days are Monday to Friday. This excludes public holidays/bank holidays and weekends.

  • Order up to 7pm for next day delivery Sunday to Friday for standard stock lines.  

  • Standard orders placed after 7pm Friday to 7pm Sunday will be dispatched Sunday.    

  • Whilst we will do everything we can to meet the delivery times above, there may be factors outside of our control and we cannot guarantee delivery within this time frame    

  • Digital purchases are excluded from the total order value for tracked courier services.

*Remote Area Delivery Times

Deliveries including Pre-orders to non-mainland UK addresses and remote locations (such as the Scottish Isles, Isle of Man, Isle of Wight, Northern Ireland and the Scottish Highlands) may take longer to reach you.


**Orders for items which require Specialist Delivery will follow the below process:

  • Your order will be dispatched within 5 working days.
  • Arrow XL will contact you, using the details provided when you placed the order, to book a slot for the delivery of your item.
  • You will be advised 2 days ahead of your delivery date of the delivery time slot.
  • On the day of delivery, the crew will call you 30 mins ahead of their expected arrival.
  • Claims for damage in transit for Specialist Delivery items will need to be reported to Customer Service within 5 working days.
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My delivery is missing an item

If you have purchased more than one item in one order, these may be delivered separately.

If your order contained a download code, please check your email address - it should already be there!

Should you still require assistance, please contact our Customer Service team using the contact us button at the bottom of this article, our team will be happy to help find the rest of your order.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you. 

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Where is my order?

For most orders, you can track the status of each parcel when you check your order history online.

We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress.

Once your parcel is with the delivery partner, they will also keep you updated so you know when to expect it.

Delivery timescales will vary depending on what you've ordered and the delivery service you selected. If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. You can find the expected delivery date on your emails updating you about your order.


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Click and Collect Information
How do I collect my Order from Store?

When your order Is ready to collect from store you will be notified to the email and/or phone number provided when placing the order. You will need to take a valid form of ID this needs to be

  • A Valid passport or driver’s license
  • A Utility Bill/ stated dated within the last 3 months with the Billing address from the order.

If someone is picking your order up on your behalf, they will need the named person on the orders ID and the above of their own along with the order confirmation email.

 

Please note if you do not have a form of valid ID from the list above you will be refused your order.
How long do I have to collect my order from store?
Your order will be held in store for 7 days from the day of the collection email and/or text being sent, after the 7th day this will be returned. To request a refund or replacement you will need to contact the Customer Service Department.
Click and Reserve
  • You will be sent a text and/or email when your Click and Reserve order is ready for collection
  • Please bring the order Reference number to your collection and a means of pay
  • It should be ready for collection within 2 hours however some stores can be delayed
Your reservation will be held for 48 hours
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How do I change or cancel my online Pre Order?

Cancelling a Pre Order

For non-Account holders (Guest):

If you checkout as a guest, you will be unable to change or cancel your order yourself. Please use our contact us page in order to query a cancellation.

For Registered Account holders:

If you are a registered customer you will be able to make all changes and amendments on your account, please follow the below instructions to do so:

1.    Log in to your online account

2.    Select 'My Orders' under 'My Account'

3.    Locate the specific order you would like to cancel and click 'Order details'

4.    Beneath the product you would like to cancel, click the 'Cancel This Product' button (WARNING: Clicking this button will immediately cancel this product).

Changing a Payment Method

Please note: To protect your security and privacy, your bank can't provide us with information about why your payment was declined. Please contact your bank directly to solve these payment issues.

Funds will usually be charged to your card at the time of dispatch; however, charges can be taken up to 7 working days before release date.  If we are having difficulty processing your payment for a pre-order due to your payment method being declined, we will email you to ensure you don't miss out. If you want to try again with a different card or confirm your details are correct by retrying your current card, please see your email or visit 'My Orders' from 'My Account'.

For non-Account holders (Guest):

  • Click the link in your email to create an account
    (This step is important to ensure the order is linked to your newly created account)
  • Sign into your new online account
  • Select 'My Account' and 'My Orders'
  • Click 'Order details' for the specific order
  • Click the 'Update Payment Details' button

For Registered Account holders:

  • Click the link in your email
  • Sign into your online account
  • Click the 'Update Payment Details' button
  • Select another payment card from your account or submit new card details. Remember to click the 'Resubmit Card' button after making your change.


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Payment Issues

If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.

If you’re still experiencing problems, please contact us and include as much detail as you can around the error:

  • The error message you are seeing
  • A description of the problem
  • What payment method you are trying to use
  • What the products are you’re trying to purchase
  • What internet browser you are using or if you are using our app
  • Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.

Your card provider will have more information.

If you are using PayPal, please contact them directly.

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What is payment authentication?

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

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How do I change or cancel my Online order?

How do I change my order?

Please Note that we take payment and begin the dispatch process immediately after the order is placed and therefore, it is not possible to cancel using the process below. However, you can still return it within 28 days for a refund or exchange. For more details, please see our returns policy.

How do I cancel my order?

If you have placed a pre-order, it is possible to cancel your order before any payment has been taken. (Usually 7-10 days before release date).

For all other orders, we take payment and begin the dispatch process immediately after the order is placed and therefore, it is not possible to cancel using the process below. However, you can still return it within 28 days for a refund or exchange. For more details, please see our returns policy.

You also have the right to cancel your order for any item bought on this website for a full refund under the Consumer Contracts (Information, Cancellation and Additional Charge)s Regulations. Click here for more details on how to exercise this right of cancellation.

  1. Log in to your online account
  2. Select 'My Orders' under 'My Account'
  3. Locate the specific order you would like to cancel and click 'Order details'
  4. Beneath the product you would like to cancel, click the 'Cancel This Product' button (WARNING: Clicking this button will immediately cancel this product).
If you ordered using guest checkout, please contact us for further assistance.

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How can I view my order history?

To view your order history follow these 2 simple steps;

  1. Log in to your online account
  2. Select 'My Orders' under 'My Account'

If you ordered using guest checkout, please contact us for further assistance.

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What is the status of my order?

You can check the status of an order to see if it has been shipped by logging into your account. If your order is sent via a tracked service, you will receive a tracking number via email and/or SMS on the morning of delivery.

To check your order status;

  1. Log in to your online account
  2. Select 'My Orders' under 'My Account'
  3. You will now see a full list of all your orders

If you ordered using guest checkout, you will need to contact us to check the status of your order.

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You've sent me the wrong item

We're sorry to hear there is a problem with your order.

Please contact out Customer Service team within 30 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code to show our Customer Services team the wrong item so we can better help you.

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My item is incomplete (Missing parts)

We're sorry to hear there is a problem with your item.

Pease contact our Customer Services team within 30 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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