17 years on. We remember Sergeant Lee Andrew “Andy” Houltram, SBS – Bootneck Stuff

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1. How long will my order take to arrive? As our clothing and accessories are printed or embroidered to order, we do not hold pre-printed stock, which helps us reduce waste and offer a wider range of designs. Orders are typically dispatched within 3-5 working days (Monday to Friday, excluding UK public holidays) from the date of purchase, subject to payment confirmation. UK Deliveries: After dispatch, expect delivery within 2-5 working days, depending on your chosen shipping method (e.g., Royal Mail, DPD). Total delivery time is typically 5-10 working days from order placement. International Deliveries: Delivery times vary depending on your location and customs processing. Estimated delivery times will be shown at checkout, but please allow additional time for customs clearance. You are responsible for any customs duties, taxes, or import fees. If an item or material is out of stock, we will contact you promptly via email to provide an estimated dispatch date and offer options to proceed, choose an alternative, or receive a refund, as per our Shipping Policy. 2. What if I order the wrong size? As our products are made to order based on your specifications (e.g., size, design, or personalization), we cannot offer refunds or free replacements if you select an incorrect size (e.g., choosing a Small instead of a 2XL). Please review our sizing charts carefully before ordering to ensure the correct fit. If an item is slightly too big or too small (e.g., one size off), we may, at our discretion, offer an exchange for the next size up or down, subject to availability. To be eligible: You must contact us within 14 days of receiving your order. The item must be unworn, unused, with tags, and in its original packaging. You are responsible for return shipping costs and any additional shipping costs for the exchanged item. Significant sizing errors (e.g., multiple sizes apart) are not eligible for exchanges or refunds due to the personalized nature of our products. For more details, see our Refund Policy. 3. What if there is something wrong with my item? If your item arrives faulty, defective, of unsatisfactory quality, not as described (e.g., incorrect printing or embroidery), or unfit for purpose, we will offer a full refund or a free replacement, at our discretion, in accordance with the UK Consumer Rights Act 2015. To report an issue: Contact us within 30 days of receiving your order at newsletter@bootneckstuff.com with your order number and a description of the issue. Please provide photographic evidence of the fault or defect to help us assess the issue with our suppliers. If approved, we will provide instructions for returning the item (if required), and we will cover the return shipping costs. We aim to resolve issues promptly to ensure your satisfaction. For more details, see our Refund Policy. 4. How are my products shipped? Orders are shipped via trusted carriers such as Royal Mail, DPD, USPS (for USA orders), or P2P, depending on the size, quantity, and your chosen shipping method at checkout. Tracking information (where available) will be provided once your order is dispatched. We use eco-friendly, plastic-free packaging for all orders, except for framed prints, which are wrapped in biodegradable bubble wrap to protect the glass. Shipping costs and estimated delivery times are displayed at checkout. For more details, see our Shipping Policy 5. What if my order is lost or damaged during shipping? If your order is lost or damaged during transit, please contact us at newsletter@bootneckstuff.com within 30 days of the dispatch date. Provide your order number and, if applicable, photographic evidence of any damage. We will investigate with the carrier and, if eligible, offer a replacement or refund as per our Refund Policy and the UK Consumer Rights Act 2015. For more details, see our Shipping Policy. 6. Can I cancel or change my order? Due to the made-to-order nature of our products, we begin production shortly after your order is placed. As a result, cancellations or changes (e.g., size, design, or address) may not be possible once the order is confirmed. However, please contact us at newsletter@bootneckstuff.com as soon as possible, and we will do our best to accommodate your request if production has not yet started. Under the UK Consumer Contracts Regulations 2013, you have a 14-day cooling-off period to cancel non-personalized goods purchased online, but this does not apply to our made-to-order products. For faulty or incorrect items, see our Refund Policy. 7. Do you ship internationally? Yes, we ship to many countries worldwide. Shipping costs and estimated delivery times will be shown at checkout. International customers are responsible for any customs duties, taxes, or import fees, which are not included in the product price or shipping cost. Customs processing may cause delays beyond our control. For more details, see our Shipping Policy. 8. How can I contact you? For any questions, issues, or return requests, please contact us at: Bootneck Stuff Email: newsletter@bootneckstuff.com You can also reach us via our website’s contact form or through our social media channels ( @bootneckstuff on Twitter/X, Facebook, or Instagram) for a quick response. We aim to reply within 1-2 working days. 9. What are my consumer rights? Nothing in our policies affects your statutory rights under the UK Consumer Rights Act 2015. You are entitled to expect that goods are of satisfactory quality, fit for purpose, and as described. If goods do not meet these standards, you may be entitled to a repair, replacement, or refund, as outlined in our Refund Policy. For more information on your rights, visit www.gov.uk/consumer-protection-rights or contact Citizens Advice.