Contact & FAQs
Please note - We will respond to emails as soon as we can and aim to get back to your query within 48 hours, during weekday office opening hours.
IMPORT DUTIES / INTERNATIONAL ORDERS
Orders shipped outside of our base in the UK may be subject to import taxes or custom fees that are beyond our control. Deliveries are subject to the laws, duties and taxes of the destination country. Any fees, including admin fees, imposed as part of this process, are the responsibility of the recipient.
- What is a Pre-Order?
A pre-order product is an item that is available for purchase, before it is released. This means you can guarantee your purchase of that item, in advance. If you purchase a pre-order product alongside items that are already available, your order will be held until all items are available to ship. Pre-order items will be delivered to you on or around the release date specified in the product description. Pre-orders are subject to delivery delays or amended release dates beyond our control, where possible we will notify you via the email address on your order.
- What Payment methods do you accept?
We Accept Visa, Maestro, Mastercard, PayPal, Solo and Amex. If you receive a gateway error during checkout it could be an issue with your credit/debit card billing address or security code. Please verify the address of the card with your issuing bank and try again. If you are still having trouble, use our contact form to let us know!
- Do you offer worldwide shipping?
Yes, we can ship worldwide. All shipping is calculated at checkout so just select your address and this will be calculated automatically
- Where do you ship from?
All orders are shipped from our UK warehouse in Leeds, West Yorkshire.
- Can I collect an order?
If you live nearby and would like to pick your order up, please contact our customer service team via our contact form and we’ll see what we can do!
- What is the status of my order?
When your order is placed you will receive a confirmation email to let you know we’ve received your order and will be processing it soon. As soon as your order is packed and labelled you will receive another confirmation email to let you know your orders on its way.
- I placed an order on impulse and no longer need it, can you help?
Please use our contact form to get in touch and we will cancel your order if it has not already been processed and shipped. We are unable to cancel orders which are in the final stages of processing or which have already shipped. Please note that online order status is approximate and may not reflect recent shipment activity.
- I didn’t get a confirmation email, what can I do?
Please check your spam! Or if your email address has been mistyped or confirmation was lost within the internet, please use the contact form to get in touch. Let us know your name, address, items in your order and we’ll find and resend your confirmation.
- What is a backorder?
Every effort is made to ensure customer orders are complete when shipped. In the event that a product that is ordered becomes unavailable due to lack of inventory, our team will be in touch via email to notify you if we anticipate the item to be on back-order for an extended period of time, where you will have the opportunity to cancel or exchange your order.
- How can I track my order?
Once your order has shipped out, you will receive an email update with the tracking number. Just click on the link and it will take you to the carrier’s website depending on who shipped your package. Your tracking number sometimes won’t be recognised until up to 24 hours after your order has shipped. This is the time needed for the carrier’s online tracking system to update.
- I just received an email with my tracking number and the number shows my order was delivered. How is that possible?
Many carriers recycle their tracking numbers. Tracking numbers often take a bit of time to activate. Sometimes, for a full day after a tracking number is assigned to a new package, the information available will pertain to the previous order that traveled (sometimes months ago) under that same number. When this happens, please rest assured that your tracking information will be available within a short period of time and should indicate the correct delivery date. Once the package is scanned by the carrier, the updated tracking detail will be reflected.
- My merchandise was damaged when I received it, what do I do?
Defective or damaged items may be refunded and must be returned within 30 days of receipt. Please use our contact form to report a defective or damaged item. We will provide you with a refund (exclusions may apply).
Refunds must be made to the payment method originally used to place the order. If you’d like to keep the damaged item, we may offer a partial refund. Please note, we do not offer exchanges, so would recommend purchasing new items if you wish to.
- My order hasn’t arrived, what do I do?
Please check your tracking information or with your local post office, they may have left it with a neighbour or be holding onto it for you. If your tracking has failed to update it and there’s nothing at your local office, please use our contact form to let us know, we’ll be happy to help track down your order.
All orders will be shipped within 1 business day of you placing your online order. Packages will then typically take 1-7 days depending on where you live and what you order.
UK - Royal Mail 48 Tracked: 2-3 working days (up to 1kg) / Fast Courier (DPD Next Day): 1 working day *
EUROPE - Royal Mail International Tracked: 3-5 business days ** / Fast Courier (UPS Express): 2 working day **
USA - Royal Mail International Tracked: 5-7 business days ** / Fast Courier (UPS Express): 3 working days **
REST OF WORLD - Royal Mail International Tracked: 5-7 business days ** / Fast Courier (UPS Express): 4 working days **
Carrier delays are outside the control of Awesome Distro. Please leave 3 working days in addition to the estimated delivery times before getting in touch about the status of your order.
*Please allow a Two Day Service for Remote or Offshore locations, including Republic of Ireland, Scottish Highlands & Islands, Scilly Isles and Isle of Man. ** Please note that delays can occur in customs, and these delays are beyond our control. All orders are pending payment approval and merchandise availability.