- Do you accept custom orders?
Yes, We accept custom orders for any of the items on our website. If you have an idea for an axe, sword, seax or jewelry item please contact us by email at firstname.lastname@example.org, give us details of the design and we can make it happen.
- Are the axes functional or just decorative?
The axes are all fully functional unless requested otherwise by customers for re-enactment purposes. All are sharp by default and can be used for woodcutting with some designs also suitable to be used as throwing axes.
- How long does manufacturing take for the handmade items?
We estimate the manufacturing time for handmade items (Axes, Seax, Swords, Shields, Hammers) to be between 4-12 weeks depending on the current level of demand and the complexity of the design that is ordered. This is just an estimated time period and not a guarantee, some Custom orders for complex designs can take longer than our existing designs on the website.
We ask customers to make sure they are comfortable waiting for this period of time before placing an order. These are handmade and not mass produced items, therefore a lot of time and effort goes into the production of each one to produce a truly unique product. The manufacturing time cannot be rushed without compromising on quality.
- I haven't heard anything for a while, is it possible to get an update on my order?
Yes, if you have any questions or would like an update on the status of an existing order please contact us by email at email@example.com. We try to respond to alll queries within 24 hours.
- The tracking information for my order hasn't updated, what should I do?
For customers from the US tracking often does not show on the USPS tracking system until the item arrives in the destination country. Please contact us for more detailed tracking information.
In recent weeks shipping times to North America have been more unreliable than usual, this seems to be due to the ongoing and unpredictable situation with the pandemic. If your order has been shipped but has not yet arrived please do not panic, contact us by email at firstname.lastname@example.org and we will look into the situation for you. All orders have still been delivered successfully, however some delays are to be expected.
- How are orders shipped?
Most orders are shipped by EMS, this will be arriving with USPS in the USA, Royal Mail in UK, Canada Post in Canada, Australia Post in Australia, and DHL Paket in Germany. For other countries please contact us for more information on shipping options. Priority shipping will be done by FedEx or DHL.
- Is it possible to cancel my order?
Yes, It is possible to cancel the order before it has been dispatched. For the handmade items it is possible to cancel the order before the item has been completed and sent. We understand that peoples economic situations can change, however we would ask that you not place the order in the first place if you are not willing to go through with it. It is a great cost in time, effort and money for us to work on a handmade item for some weeks only to have the customer cancel before it ships.
If you need to cancel please message us by email at email@example.com. If the order has not been sent we will cancel and refund the order in full. Please do not start a PayPal dispute or chargeback through the credit card company without messaging us first, as these disputes are time consuming and unnecessary. If a cancelation is requested before the order has shipped we will happily refund you.
- Is it possible to return my item?
Yes, in the rare case that a customer is not pleased with their order they may return it for a full refund within 30 days of the receipt of the order.
Please provide tracking information for any returned items. Once the returned item has been received we will issue a full refund.
- My order arrived damaged, what should I do?
If your order arrived damaged then please contact us by email with a photo of the damage and showing any damage to the packaging that has occurred in transit. Please return the item immediately before it has been used and in the original packaging. Once we receive the returned item you can have the option of having a replacement sent or receiving a refund.