Frequently Asked Questions
Orders
Can I make changes to my order after placing it?
We process orders quickly so
changes cannot always be guaranteed. Please contact us immediately via email or
live chat if you need to amend your order. If your order has not yet been
dispatched we will do our best to accommodate your request. Once dispatched,
changes are not possible.
Can I cancel my order?
You can cancel your order within 14 days of
receiving your goods under the Consumer Contracts Regulations 2013. To cancel
before dispatch, contact us as soon as possible via email or live chat. If the
order has already been dispatched you will need to return the items once
received. Please see our Returns & Refund Policy for full details.
Do I need an account to place an order?
No, you can checkout as a guest
without creating an account. However, creating a free account allows you to
track your orders, save your delivery address, view your order history, and
enjoy a faster checkout experience in future.
Is it safe to order online from Three Arrows?
Yes, absolutely. Our website
uses SSL encryption to protect your personal and payment information. All card
payments are processed securely through our payment provider and we do not
store your full card details on our systems.
Payments
What payment methods do you accept?
We accept all major payment methods including
Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay, and
Klarna Buy Now Pay Later. All payment options available to you will be
displayed at checkout.
Why has my payment been declined?
Payments can be declined for
several reasons including incorrect card details, insufficient funds, or your
bank flagging the transaction. Please double check your details and try again.
If the issue continues, contact your bank or try an alternative payment method.
You are also welcome to contact us via live chat for assistance.
Is my payment information secure?
Yes. All payments are processed through a PCI
DSS compliant payment gateway using industry standard SSL encryption. We never
store your full card number or CVV on our servers. Your financial information
is handled with the highest level of security.
Will I be charged in GBP?
Yes. All prices on our website are displayed and
charged in Great British Pounds (GBP £). If your card is issued in a different
currency, your bank or card provider may apply their own conversion rate and
fees.
Delivery
Where do you deliver to?
We currently deliver to
addresses within the United Kingdom only, including England, Scotland, Wales,
and Northern Ireland. We do not currently offer international shipping.
What delivery options are available?
We offer two delivery options
at checkout:
•Standard Delivery —
typically 3 to 5 working days
•Express Delivery —
typically 1 to 2 working days when ordered before the cut-off time shown at
checkout
How do I track my order?
Once your order has been dispatched you will
receive a shipping confirmation email containing your tracking number and a
link to track your parcel. You can use this link to monitor your delivery in
real time. If you have an account you can also track your order from your
account dashboard.
My order says delivered but I have not receivedit. What should I do?
First check with neighbours or any safe place
the courier may have left the parcel. Check the tracking link for any delivery
notes. If you still cannot locate your order please contact us at [INSERT
EMAIL] or via live chat within 7 days of the stated delivery date and we will
investigate with the courier on your behalf.
Can I change my delivery address after ordering?
We may be able to update your delivery address
if your order has not yet been dispatched. Please contact us immediately via
live chat or email. Once an order has been dispatched we are unable to redirect
it.
Returns & Refunds
What if my item arrives damaged or faulty?
We are sorry to hear this. Please contact us as
soon as possible at [INSERT EMAIL] with your order number, a description of the
fault, and clear photographs. We will resolve the issue promptly at no cost to
you. You are entitled to a full refund, repair, or replacement depending on the
circumstances and timescales involved.
What is your returns policy?
You have 14 days from the date you receive your
order to return items for a refund or exchange. Items must be unused, in their
original condition, and in original packaging with all tags and accessories
included. Please see our full Returns & Refund Policy for complete details.
How do I start a return?
To start a return, contact us within 14 days of
receiving your order by emailing [INSERT EMAIL] or using our live chat. Include
your order number and the items you wish to return. We will respond within 2
business days with return instructions and our return address.
Who pays for return postage?
Customers are responsible for return postage
costs unless the item received was faulty, damaged, or incorrectly supplied. We
recommend using a tracked postal service and retaining your proof of postage
until your refund has been confirmed.
How long does a refund take?
Once we receive and inspect
your returned items we will notify you by email. If your return is approved,
your refund will be processed within 14 days of approval back to your original
payment method. Your bank or card provider may take a further 3 to 5 business
days to credit your account.
My Account
How do I create an account?
Click the Account icon at the top of the page
and select Create Account. Enter your name, email address, and a password. You
will receive a verification email to confirm your account. Creating an account
is free and optional.
I have forgotten my password. How do I reset it?
Click the Account icon, select Log In, and then
click Forgot Password. Enter your registered email address and we will send you
a password reset link. If you do not receive the email please check your junk
or spam folder.
How do I update my account details?
Log in to your account and go to Account
Settings where you can update your name, email address, password, and saved
delivery addresses.
How do I view my order history?
Log in to your account and
click on Order History to see all your previous orders, their status, and
tracking information.
Contact & Support
How can I contact Three Arrows?
A: You can reach us in two
ways:
•Email: we aim to respond within 2 business days
• Live Chat: Available on our
website during business hours — click the chat icon at the bottom right of any
page
What are your customer service hours?
Our live chat and email support is available
Monday to Friday 9 am-6pm. We aim to respond to all emails within 2
business days. Emails and chat messages received outside of business hours will
be responded to on the next working day.
Can I give feedback on a product or my experience?
Yes and we would love to hear from you. You can
leave a product review directly on the product page after your purchase. For
general feedback about your shopping experience please email us or use the live
chat. Your feedback helps us improve and we read every message.
I have a complaint. How do I raise it?
We are sorry to hear you are unhappy. Please
contact us with full details of your complaint and your order
number. We take all complaints seriously and will respond within 2 business
days with a resolution or update.