If you have a question about the services that Greenman Bushcraft offers, or an after sales question, such as ‘Where is my order?’ or ‘May I visit the Bushcraft Shop’ then please read our list of the most frequently asked questions which are detailed below before contacting us.
If the question you have is not found listed here, then please use the ‘contact us’ section of the website to email one of the Greenman Bushcraft team, who will be more than willing to assist you with your request.
Should you have a specific question that you’d like us to add to this list, then please let us know and we will do our best to add the answer here for you.
Where Is My Order?
Most orders leave us within 1-3 business days, unless it is your first order and it contains an age-restricted item. This may cause a slight delay whilst we verify your details. Bear in mind, parcels usually leave us within 1-3 days, the carriers may take a little longer to deliver your parcel.
Please allow at least 7 business days before contacting us, as the post can be slow, especially since lockdown. Thank you.
Can I Have A Discount?
Anyone who opens a customer account with us will collect points. We will be happy to provide a quote for bulk orders and offer a discount, but this excludes personal purchases and any order placed would need to be for pack quantities and meet minimum order requirements. Contact us via email for further details.
Can I Place My Order Via Telephone?
Since COVID we've taken the decision to remove our sales lines as many members of staff now work from home. We've always been an online company and this is how we will remain going forward. You can always send us an email using the contact form if you require a call back. We appreciate that not everyone will like our decision here, but in order to offer you the best prices and fastest possible service it was essential.
What Are Oaks Points?
As a way to reward our loyal customer base you can now collect Oaks Points for every order you place online with us (over many of our websites). You get 10 points for every pound you spend. 250 points = £1.00 to use against future orders. There is no limit to how many points you can spend at one time.
Please note - these can only be collected if your order is placed via our website (excludes telephone orders), and you must use/have a customer account which can be created at the time of your order.
How Do I Spend My Oaks Points?
To spend your points, simply log in before you reach the basket page. Once you have done this you will have the option to use your points to reduce your order total. You may use all, or some of the points that you've saved.
How much does your shop charge for postage?
Postage can vary due to many different factors, such as weight, volume and destination. For this reason the most accurate way to calculate shipping costs is to add the products(s) to your shopping basket, provide your postcode/country and an accurate postage calculation will be displayed. It’s quick, and easy to do! The vast majority of orders will be £3.95 or FREE.
Please note: some items may incur a surcharge and where this is applicable the fee will be clearly stated within the shopping basket.
Click here for more delivery information
Can Oaks Points To Existing Orders?
Unfortunately, as our points system is automated, if you forget to sign into your account, or forget to create an account at the time of your order, then we’re not able to add points manually. This is the same with phone orders.
To qualify you must place your orders online, and be sure to use your account.
Do You Offer Next Day Delivery?
We offered next day delivery for nearly twenty years, but since COVID, many staff working from home, and tighter working conditions, everything takes a little longer. As a result, we have taken the difficult decision to remove next day postage as an option. We will review this in the future, but for now it is no longer an option.
Do I Have To Be 18 To Buy Knives And Blades?
Age restricted goods policy
We take this subject very seriously. We DO verify that the date of birth (DOB) and other details provided by you are accurate, and if any part fails our checks your order will not be processed. We will then require further information or refuse the sale. Please note that our checks DO NOT affect your credit rating.
It is an offence to attempt to order an age-restricted item if you are not of 18 years of age or older (21 in some countries), or purposely enter false or misleading details about your date of birth or identification into our system in an attempt to purchase age-restricted goods. In either of these instances we will take appropriate legal action.
Where’s My Receipt?
Please note that your receipt is now emailed to you and forms part of your order confirmation email. We no longer include a receipt inside your parcel, so you will need to print this for your records.
Are Your Products In Stock?
We hold large stocks of most products that we sell. If an item shows as 'in stock' and offers a 'green tick', then you can rest assured we have that product on our own shelves and ready for a quick dispatch. We're not like the majority of other suppliers who accept your order and then rely on third-party supply chains. We have our own 'stock holding' warehouses, so that Greenman Bushcraft control each step of the ordering process from start to finish. IF any product is available to back-order it will be clearly stated within the shopping basket. We aim to supply any back-ordered goods as quickly as possible, and will detail an estimate within the basket - is the estimate is '99 days' this means we don't yet have an accurate estimate.
This said, please bear in mind that system and human errors do sometimes occur, but this is very rare!
Do You Recycle Packaging?
Yes, we always recycle packing materials where possible. When we use new packaging we always aim to use recycled products or eco-friendly options. Sometimes when receiving your order it may contain non-recycled packing materials and in these instances, such as when your order is packed with bubble wrap, air packs, polystyrene chips and black wrap we are re-using what we have been sent when we accept deliveries that do not contain recycled products. We’d rather re-use this (and hopefully you will too) as many times as possible before recycling these products responsibly.
We also shred junk mail to use as packaging and include as many biodegradable options as we can. We encourage you to re-use the packaging if you can, and if not, please recycle it. Remember too, that cardboard (after removing tape) can be recycled as green waste at a local recycling centre or better still as a valuable component of your home compost!
Do You Stock More Than Is On The Website?
We have very large warehouses stocked full of thousands of different outdoor products and giftware items, and run a network of different websites, and supply on both retail and wholesale basis. We put our most popular ranges on our websites, but it’s always worth contacting us if you can't find what you need. We currently offer over 50,000 different products, but If we don’t have the product that you require, we can usually obtain most goods within days via our product sourcing service.
Can I Add To An Existing Order?
This depends how long it has been since the initial order. You're welcome to send a message via the contact form (please include your order number) and we will do our best. If, however the dispatch process has started then this may not be possible.
Can I Visit Your Shop / Warehouse?
We no longer accept visitors. Since COVID we have taken the step to remain solely online. We're sorry for any inconvenience caused.
Do You Accept Purchase Orders?
Yes, but only if you are a school, organisation or charity. We don't offer this options for individuals/personal sales. Those wishing to use a purchase may be subject to a credit check.
How Do I Return Or Cancel My Order?
Please visit our returns page, where you will find our terms and conditions, plus an online returns form.
How Fast Do You Reply To Email?
If it's a simple question that many members of staff can answer, then a response will be made within an hour (between 9:30 - 16:00, weekdays). If your question requires a more in-depth answer, it may need to be sent to a specialist member of the team - in which case we kindly ask that you allow up to 7 business days for a response (It's usually much sooner!).
Please ALWAYS check your spam and voicemails – especially if you use HOTMAIL or GMAIL.
Can I Change My Delivery Address?
At the time of ordering we provide the option of choosing a different delivery address to your billing address. After the order is placed we're no longer able to update this information, so it is important that you provide the correct address at the time of placing your order.
Do You Ship Worldwide?
INTERNATIONAL: We are not currently shipping internationally. We anticipate the option to be available again in the future, when things settle down post COVID / BREXIT.
We currently supply the UK, ROI, CANADA and the following countries:
ANDORRA, AUSTRIA, AUSTRALIA, BELGIUM, BULGARIA, CANADA, CHANNEL ISLANDS GUERNSEY & JERSEY, CZECH REPUBLIC, DENMARK, ESTONIA, FRANCE, GERMANY, GREECE, HOLLAND (NETHERLANDS,) HUNGARY, ROI, ITALY, LATVIA, LIECHTENSTEIN, LITHUANIA, LUXEMBOURG, MONACO, HOLLAND, NORWAY, POLAND, ROMANIA, SAN MARINO, SLOVENIA, SOLOMON ISLANDS, SPAIN (EXCLUDING CANARY ISLANDS, CEUTA, MELILLA), SWEDEN, SWITZERLAND.
We supply other parts of the world too, although some items are restricted in certain countries, so you will need to email us first to find out. Shipping charges will vary and can be expensive so please ask for a quote. Thank you.
Is Your Website Secure?
YES - our website is fully PCI complient. This means that we do not store any payment information and all transactions go through secure payment gateways. We process thousands of orders each week, and in ten years, we've never encountered issues. We're proud of this, and we always take your security seriously. In fact, next time you checkout on our website, look at the URL bar (the secion where the website address goes) and watch it turn green. This EV SSL Certificate is what many banks use. We doubt you'll find other suppliers of outdoor equipment who invest as heavily in security as we do, and the 'Green Bar' proves this!
What Are The UK Knife Laws?
This is a very common question, one that we're frequently asked. Whilst we are not law professionals, we have put together a useful Guide to UK Knife Law in our BLOG, which we hope you will find interesting.
