Find some frequently asked questions below.
Track your order
All you need to do is log into 'My Account' and select the order you wish to track. Here you will see the current fulfilment status.
Alternatively, you can track your order via the order tracking page using the tracking number provided in your shipping confirmation email.
I'm still waiting for my order
Has your estimated delivery date elapsed? Please allow a few extra days for your order to be delivered (especially during busy times). DPD and Royal Mail are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.
loadout merch is manufactured to order and therefore can take a little longer to get to you, please allow 3-5 days for your merch to be made before its shipped.
If your order doesn’t arrive, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you.
We have 3 different shipping service categories:
Category 1 - All products (Except VETO & Loadout Merch)
Royal Mail Tracked 24 - £6
Royal Mail Tracked 48 - £4 or (FREE on all orders over £100)
Royal Mail Tracked International - £12 (Import duty/customs charges are solely the responsibily of the customer)
Category 2 - VETO products
DPD Next Working Day (Standard) - £6 or (FREE on all orders over £100)
DPD Saturday Delivery (Optional) - £12
DPD 2-Day Delivery (For Northern Ireland) - £18
DPD Scottish Highlands (For Remote Scottish Addresses) - £18
Category 3 - Loadout Merch
Royal Mail Tracked 48 - £4 or (FREE on all orders over £100)
Shipping is FREE on all orders over £100 regardless of the categories above.
Ordering products from multiple categories will incur multiple shipping charges if the order is under £100.
Delivery cut-off is 3PM (Mon-Fri)
All of our deliveries are fully trackable and we'll email you a link to your tracking information once your parcel has been shipped.
Loadout currently fulfils its orders from 3 separate locations in the UK.
Each of these locations uses different shipping services which are categorised above.
As we incur shipping charges from each distribution location, we unfortunately have to pass each of these on to our customers in the form of multiple shipping charges however All orders over £100 have FREE shipping regardless of the shipping service category.
Multiple shipping charges only affect a small number of orders containing low-value products from different categories, however, we do apologise for any inconvenience caused by this logistical limitation.
As loadout grows we aim to have all products in one central location with one set of shipping service rates.
What happens on the day of delivery?
DPD or Royal Mail will notify you of your 1-hour time slot in the morning of your delivery. You will then be able to view live updates of your delivery through your tracking link.
I'm not going to be home on my specified delivery day
Using your tracking number you will be able to select a safe place, request delivery to a neighbour or change your delivery day.
For your security we aren't able to change the address your order is being sent to. Don't worry - If you're not home when a delivery is attempted, DPD or Royal Mail will deliver to your neighbour/safe place (if applicable) or they will leave a card advising you on how to arrange a re-delivery.
We currently ship internationally to the following EU countries:
Ireland, Austria, Belgium, France, Germany, Luxembourg, Netherlands, Spain, Sweden, Switzerland
Import duty/customs charges are solely the responsibility of the customer and you will be contacted once your order enters your country.
Unfortunately we cannot ship VETO products or Loadout Merch internationally due to logistical limitations.
We have more international shipping options including USA and Australia on our eBay store via the global shipping program.
You will only have 15 minutes from when your order is placed to request an order cancellation.
Please email Support@loadout.shop to request cancellation.
As all of our orders are shipped using one or two day delivery, they are picked and packaged immediately.
Once your order has been cancelled it can take up to 10 working days for you to receive your refund.
We're really sorry to hear this!
Please email firstname.lastname@example.org and we'll organise a replacement to be sent out to you as soon as we receive the faulty item.
We want to sort out any issues with incorrect items as quickly as possible therefore should this happen please email email@example.com and we'll get a swap-over service booked in with DPD.
All of our items are despatched directly from our main warehouse except for all VETO products and all Loadout Merch (these are shipped direct from our suppliers).
If you have ordered items that come from multiple locations, please bear in mind that the deliveries may come at different times from different couriers.
If you have a missing item then it may be worth checking your emails to make sure that we haven't tried to contact you regarding an out of stock item.
It is important that you notify us as soon as possible after receiving your order to let us know that an item is missing.
Returns & Refunds
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. We accept returns for both used and unused items, subject to a few rules outlined below.
All unused items must be returned in original packaging within 30 days, if you wish to receive a full refund.
All used items can be returned to us within 30 days for a refund via a loadout gift card.
Unfortunately we do not accept returns for unwanted items after 30 days from date of purchase.
Misused or abused items will not be applicable for any return and will be sent back to you.
Loadout Tools Limited
College Road North Business Park
College Road North
Once your return is received and inspected we will send you an email to notify you that we have received your returned item and whether the return is approved or rejected.
If approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a 7-10 working days.
If rejected the item will be retuned to yourself without a refund.
Refunds & Gift Cards
We aim to refund you as soon as we receive your returned item however dependent on your payment method this can take 3-7 working days to become available to you.
Gift cards will be issued within 3 days.
Returning a faulty item?
If you have received an item that you believe to be faulty, please contact us at firstname.lastname@example.org
For any warranty or replacement requests please contact the manufacturer directly, if you would like to make us aware of the issue please contact us via email@example.com and we can aid and monitor the exchange with you.
Late or missing refunds
If you haven’t received a refund yet, please check your bank account again before contacting us.
If you’ve done this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Purchases of sales items are final.
Only full priced items may be returned, unfortunately sale items cannot be returned or refunded.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will not be included in your refund.
Returned items are your responsibility until they reach us so please make sure they are packaged up properly and are returned via a trackable courier service as we cannot be accountable for any losses.
Product & Stock
To receive a 'back in stock' notification you will need to firstly locate the item of interest on our website and then type your email address into the email box displayed, you can now simply click 'notify me' and you will receive an email once this item is back in stock.
You will find helpful videos and data sheets for most of our tool bags on the individual product pages.
However if you are still unsure, please feel free to drop us a DM on Insta and see if we can offer our technical expertise.
Payments, Promos & Gift cards
Pay Later with Klarna is a payment method which allows you to buy now and pay later, meaning you only have to pay for the items you keep.
Who can use this payment method?
- Customers over the age of 18.
- Customers with a billing and delivery address registered in the UK.
- Klarna will perform soft searches with credit reference agencies, on application to use the payment method, to determine if you are eligible. These soft searches do not impact your credit file, either at application or if a payment is missed or late, and are only visible to you and Klarna.
Pay Later with Klarna gives you extra flexibility when paying for your order as you're able to pay within 30 days. If you choose to pay using Pay Later with Klarna, please remember to spend responsibly – sometimes, delaying or splitting up payments might not always be the best option.
When can it be used to place an order?
- You can't buy loadout gift cards using Klarna, however if you shopping with a loadout gift card and the balance of your basket is greater than the balance of your gift card then you can use Pay Later with Klarna to pay the outstanding amount.
- There's no minimum spend when using Pay Later with Klarna.
We have a dedicated Klarna FAQ page here.
How can I purchase a loadout gift card?
You can purchase a loadout gift card here.
How do I activate my loadout gift card?
Your loadout gift card will have been automatically activated when purchased.
Using your loadout gift card
When checking out you will have the option to pay using a loadout gift card. You will need to enter your gift card code in the 'gift card and discount code' box.
If you don't use the full balance of your gift card please be sure to retain your gift card code for future purchases.