FAQs

Have some questions and want answers right away?

We have complied a list of the most common questions we receive and the answers to those questions.

Q. I can't find the Headtorch I'm looking for?

A. At the top right corner of our Head Torch UK website there is ‘a search box’ have you tried using this? Type the name of your product into the search box, in the top right corner of the home page, and hopefully it will appear in the results. Another option is to search by product groups, which are listed along the top of the home page. If you still can't find what you need, ‘contact us’.

Q. How do I pay for my product?

A. We accept payment by credit/debit card, PayPal, Apple Pay and other payment options. The quickest payment option is to provide credit (or debit) card details online when using our secure checkout service. Please remember that we cannot ship goods until the payment has been approved, and this may take several working days.

Q. How long will it take to receive my goods?

A. Once the payment (either by credit/debit card or via PayPal) for the order has been received and approved, the goods will usually be shipped within the same working day if you ordered before 2pm or the next working day if your order came in after 2pm. We have different delivery times frames depending on what you choose at check out. Our standard FREE UK delivery takes 2-3 working days to arrive.

Q. What are shipping prices?

A. We use some of the UK's most trusted and reliable delivery providers such as Royal Mail, Hermes and DPD to deliver the goods to your door. Standard shipping (2-3 Days) is automatically applied to any order and this is completely free. However, if you want your goods to arrive as quickly as possible you can upgrade to the either First Class (1-2 Days) for £1.99 or Express Next Day (Fully Tracked) for £2.99 - Prices subject to change without notice.  

Q. Where do I go to request a refund?

A. Refunds can be provided in a case of faulty items within 28 days. Items to be refunded must be received by Headtorch.co.uk within 28 days and full proof of purchase must be included with the returned goods. As a customer you have the right to change your mind about a product under the Distance Selling Regulation, and as such you may apply for a refund within seven working days of receipt of the goods (we allow 2 days once sent for receipt). Please note: refunds cannot be provided if the goods have been used. Items must be safely packaged when returning them to us and any returns are sent at your cost. We also offer a 14 day 'no quibble' returns policy, ‘Click Here’ for more information.

Q. Do you provide repair/fix services?

A. No, if an item has become damaged during use, then Headtorch.co.uk is not able to provide any refund, replacement or offer repair services. For this reason we recommend handling the goods with care. If the product was faulty and became damaged through no fault of your own, a refund may be provided if returned to Headtorch.co.uk within 28 days of receipt and full proof of purchase is provided. If you believe you are entitled to a refund it is recommended to ‘Contact Us’ prior to sending back your items.

Q. If a part of my order is not available what do I do?

A. While we will always try to have all products displayed on the site in stock, this is not always possible due to storage or manufacturer issues. We will not notify you at the time of your order if part of your order is out of stock. Instead your order will be held while the missing item is requested from the manufacturer. Once all ordered items are in stock your goods will then be sent to you as one delivery. If it appears that the missing item cannot be quickly obtained, or is no longer available from the manufacturer then we will get into contact with you to discuss either a credit transfer or a refund.

Q. I want to become a partner and distribute products with Headtorchuk.co.uk, can I?

A. Yes, if you are interested in becoming a distributor or setting up a partnership we would be interested in hearing from you. You can find our contact details ‘here’.

Still can't find what you're after? Click ‘here’ to find our contact details.