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FAQ

FAQ

Frequently Asked Questions

  1. When will my order be delivered?
  2. How will my order be sent to me?
  3. Will I receive all items on my order together?
  4. What if my order is damaged in transit?
  5. How do I return an unwanted/wrong item?
  6. I've just placed my order but I no longer want it - how do I cancel my order?
  7. I've found an item cheaper elsewhere - will you price match?
  8. Your website listed an item as 'available', but I'm still waiting?
  9. What is an item listed as 'Pre-order'?
  10. What payments do you accept?
  11. Can I get a discount?
  12. I'm having problems using your website - can you help?
  13. I can't find my old orders in my 'My Account' section of the website?
  14. Do prices ever change on the ARD website?
1. When will my order be delivered?
Aviation Retail Direct offers a worldwide delivery service. Subject to availability we endeavour to offer a same day dispatch on all orders received by 1.00pm. UK delivery is normally within 3 working days, Europe is approximately 10-12 days and the rest of the world is about 15 days, however Fedex and UPS will be much faster. Please allow 28 days for delivery before chasing your order and note we do not charge your credit/debit card until the item is ready for dispatch.

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2. How will my order be sent to me?
We dispatch parcels worldwide by Royal Mail Airmail: "signed", "tracked" or "tracked & signed"  services dependant upon what service is available for each country. We use Fedex & UPS for shipments larger than Royal Mail's maximum dimensions for outside the UK and UPS for shipments larger than Royal Mail's dimensions within the UK. The delivery options for your order are dependent upon the size, weight & value of the order.

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3. Will I receive all items on my order together?
Should an ordered item be out of stock at the time of ordering, we will endeavour to obtain restocks as quickly as possible. All out of stock items will be charged at time of dispatch only and not before. If an order contains "in stock" and "pre-order" items then the order may not be sent in one parcel. In this case we will email you with a revised shipping cost if necessary.

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4. What if my order is damaged in transit?
Please report any faulty/damaged items received to Aviation Retail Direct immediately, and for further advice on returning the item. Aviation Retail Direct will endeavour to replace any damaged/faulty items where possible. If this cannot be achieved due to unavailability then you can request a full refund; please contact Aviation Retail Directfor advice. When returning your item, please re-use the original packing where possible, or pack the item securely in a similar fashion. Please ensure you include your full name and address, a contact telephone number, and any requests for replacements/refunds within the parcel.

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5. How do I return an unwanted/wrong item?
We understand that there are times when you receive items and decide that you no longer want them. In this instance, unwanted goods have to be returned within 10 days. As soon as we receive the unwanted item in perfect condition we will refund your card. Please note however, that delivery charges for unwanted items will not be refunded nor will Aviation Retail Direct pay delivery costs for the return of unwanted items. If the item received is different from your order, please accept our apologies and contact Aviation Retail Directas soon as possible to arrange returning the wrong item and delivery of the correct item. Items being returned to Aviation Retail Direct due to being unwanted/ordered in error must be received by us in a re-saleable condition.

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6. I've just placed my order but I no longer want it - how do I cancel my order?
Please contact Aviation Retail Direct as soon as possible to cancel your order. You can cancel the full order, or any individual item(s). Please note that late cancellation requests will be treated as returns (see 5. above) and neither postage charges or return delivery costs will be refunded; this applies to any items dispatched BEFORE a cancellation request is received.

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7. I've found an item cheaper elsewhere - will you price match?
We aim to be competitive and offer the best prices wherever possible; if there is a considerable price difference we'd welcome your feedback. We cannot always price match but we do watch other retailers closely and maintain competitive pricing. The internet offers anyone the opportunity to set up a website and operate their 'business' in their back room; lower overheads mean they can charge bargain basement prices, however, they might not have the stock, no returns policy, questionable security, and no customer service. It is inevitable that there will be some individuals selling some products cheaper or for more than we do, just as in any trade. We take pride in offering a fast, efficient, friendly and secure shopping experience, with a wide range of products at fair prices. We encourage our customers to shop around, but are very pleased to welcome them back again and again.

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8. Your website listed an item as 'available', but I'm still waiting?
All items shown as 'available' on our website are either in stock at our shops or available from our suppliers within a reasonable time. We do have a massive selection of stock to keep track of and inevitably will sell out from time to time and need to re-order. Due to the limited production of many items offered on our site, an item may physically sell out before we can update the website. Please contact Aviation Retail Directif you wish to make a stock enquiry.

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9. What is an item listed as 'Pre-order'?
We are constantly advertising forthcoming items and pre-order means you can order the item to be delivered to you immediately it becomes available. ARD will not take payment until the product is dispatched.

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10. What payments do you accept?
You can pay by the following methods:
  • Visa
  • Mastercard
  • American Express
  • Switch/Maestro
  • PayPal
If you do not wish for Aviation Retail Direct to keep your payment card details please follow the link to your payment method in your account and delete your card details from there. ARD is fully PCI compliant and registered with the Data Protection Agency.
Payment can also be made by cheque (drawn from a UK bank, GB Pounds Sterling only).
Goods cannot be released until payment is made in full by any of the above methods.

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11. Can I get a discount?
Customers can join the Aviation Retail Direct Club for a nominal fee of £10.00 for a full year (you can join any time during the year for the next consecutive 12 months). Members may take advantage of discounts and/or any special offers set by Aviation Retail Direct. The Membership entitles you to the standard 10% discount across the board on all ranges. We are pleased to announce that Members can now benefit from the huge pre-order discounts on items from selected ranges (please refer to our Membership page for exact information).
Discounts are applied to on-line purchases, at our retail outlets and at various air shows in which we participate. If a Membership is purchased with other items, all items in that order will receive immediate discounts as appropriate. A valid Membership is required to be eligible for discounts; we do not renew your Membership automatically without your authorisation, please contact Aviation Retail Directif you wish to renew. Aviation Retail Direct reserve the right to terminate any Membership without prior notice or reason. Account Registration on our website does not constitute Aviation Retail Direct Club Membership.

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12. I'm having problems using your website - can you help?
We welcome your feedback about our site, and aim to make continuous improvements to facilitate your shopping experience. If you experience any technical issues or are unable to find an item or place your order, please contact Aviation Retail Directand we will do our best to help. If we cannot solve a technical problem immediately, we can take orders by email, telephone or by fax. The technical fault will then be passed on to our website team to be resolved.

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13. I can't find my old orders in my 'My Account' section of the website?
All orders placed before the launch of our current website are stored on our local systems and we will be processing these as normal. Regrettably we cannot show these on your new account.
If you have any queries regarding your pre-existing orders please contact us via e-mail or phone.

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14. Do prices ever change on the ARD website?
ARD reserve the right to change prices on the website without notice. It is sometimes necessary to change retail prices on the website as prices can differ due to model suppliers changing their prices with fluctuating exchange rates and shipping charges worldwide. If a pre-ordered item's price is higher upon release we will notify you before processing the order.

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