FAQ Quick Links
Orders & Shipping
Payment
Returns
Contacting us
Orders & Shipping
Can I cancel my order?
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Due to the swift handling of orders, it is unlikely that we can change or cancel an order once it has been dispatched.
If you require urgent changes to your order, please get in touch with our customer service as soon as possible here.
Please note that orders placed after 2pm (UK time) on Friday or during the weekend cannot be cancelled or modified.
What is the cut-off time for same delivery?
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4pm (UK time)
What shipping methods do you use?
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Royal Mail Tracked is used as a delivery method where possible.
Parcelforce is generally used for deliveries over 3kg in total.
Where can I find my order tracking number?
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Once your order is complete and on its way to you, an email will be sent containing your tracking information.
In the event this is not receive or cannot be found then this can be accessed from the ‘Orders page’ in ‘My account’ area.
Do you ship worldwide?
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Yes, we ship to all major countries.
You can find detail on where we ship to, costs and requirements on our shipping page.
Can I change my delivery address after order has been placed?
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Due to the swift handling of orders, it is unlikely that we can change or cancel an order once it has been dispatched.
If you require urgent changes to your order, please get in touch with our customer service as soon as possible here.
What should I do if my order hasn't arriver by scheduled delivery date?
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Firstly, please check the delivery on the shipping provider website using the tracking code that has been emailed to you at time of order.
In the event this is not receive or cannot be found then this can be accessed from the ‘Orders page’ in ‘My account’ area.
If this doesn’t help, then please email us at info@boulderflash.com and we will find a resolution for you.
Where is my order shipped from?
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All orders are shipping from Plymouth UK.
Do you offer free delivery?
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Free shipping is available on all UK orders over £75.
Further details can be found on our shipping page.
Who is responsible for import costs on International Orders?
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Your courier and/or customs will contact you on how to pay any import costs.
You the customer are responsible for any VAT, tariff, duty, handling fees and customers charges required by your country for importing goods.
If you do not pay additional costs and your order is allowed to be returned to us, we will refund you minus £25 to cover costs will will incur for order to be returned.
If any fees are applied and you refuse delivery then the cost of getting the package returned to us will be deducted from any refund.
In rare cases, customs will destroy good rather that return them to us is costs are not repaid. In this case we are entitled to deduct the any losses occurred from the refund, so strongly advise you pay any fees required.
We are not able to pre-advise of any import costs as vary from country to country and depends on the contents of your order.
Payment
What payment methods are available?
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Check out the payment section on our shipping page for detail on our payment methods.
Are there any hidden payment charges?
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No
Is my payment information secure?
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Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.
Returns
Can I return my item?
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Yes. You may return any item within 100 calendar days from the date of delivery. Whether the product doesn’t fit, doesn’t meet your expectations, or you simply changed your mind, we’ve got you covered.
Please take care of items as we are entitled to deduct an amount from the refund due to poor handling (avoid contact with dirt, chalk, dust, animal hair or carpet fluff).
How can I return my item?
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Please see detailed process on our returns page but in summary:
1. Fill out the form that has been sent with your order (or print again here)
2. Pack the goods to return as new and unused
3. Send the goods to us
4. Get your money back!
What is the cost of return?
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We do not charge for processing your return but it is up to you to pay the postage to return any items to us.
Do I need to obtain proof of posting on my return?
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Yes. All items returned should be sent via recorded or tracked services in order to obtain proof of posting.
How long does it take to get my money back?
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Once your parcel arrives at our warehouse, it will be checked by our team and a refund will be issue straight away using the same payment method when the order was placed.
Please allow up to 5 working days from receipt of a return for us to process it and issue your refund.
Do you offer exchanges?
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Since we want to ensure high stock levels and an up-to-date inventory at all times, we do not offer an exchange of goods.
If you want a particular item in a different colour or size, simply return the unwanted item and order a new one.
This way you will receive your replacement item a lot quicker!
Can I make a warranty claim?
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Yes. Please see ‘warranty claims’ section on our returns page.
Will there be any deduction on returns?
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Please take care of items as we are entitled to deduct an amount from the refund due to poor handling (avoid contact with dirt, chalk, dust, animal hair or carpet fluff)
Contacting us
How is best you to contact you for the fastest response?
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Completing our contact form here should provide us with all the information needed to provide the fastest response.
I'd rather contact you by email or phone?
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No problem! You can contact us via email or phone using the details below:
Email: info@boulderflash.com
Phone: +44 (0)1637 447360 (Mon to Fri 9am – 5pm GMT)
I'm interested in writing for boulderflash and wanted to speak to you about it?
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We are always on the lookout for talented writers so if you feel you have something to offer then please do get in touch.
How do I provide feedback on the site or report a technical issue?
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Feedback is a gift!
If you are able to please let us know via the contact form or by emailing info@boulderflash.com this would be greatly appreciated.