Collection: Frequently Asked Questions
Orders & Payments
How do I place an order?
Simply choose your products, add them to your basket and proceed through checkout. You’ll receive an order confirmation once your order has been placed.
What payment methods do you accept?
The payment methods currently available to you will be shown at checkout. Selected products may also be available through our Layaway - The Hoard scheme.
Can I change or cancel my order?
Please contact our Customer Service team as soon as possible. If your order has already entered fulfilment or been dispatched, different options may apply.
Age Verification
Why am I being asked to verify my age?
Some of the products we sell are age restricted. Where an age check is required, you must successfully complete our age-verification process before we can supply the item.
How does your age verification work?
We use OneID, an automated age-verification process which forms part of checkout for age-restricted products. The system attempts to confirm that you meet the required age threshold. If the automated check cannot confirm your age, we may ask you to provide a copy of a government-issued identity document showing your name and photographic ID so that we can complete the check manually.
What ID can I use if the automated age check fails?
We will need a valid government-issued document which clearly shows your name and photograph, such as a passport or photocard driving licence.
Can you dispatch an age-restricted product before verification is completed?
No. Where age verification is required, the relevant checks must be completed before the product can be supplied. Read more here Age Verification
Delivery & Tracking
When will my order be dispatched?
In-stock orders are processed according to the delivery information shown on our website and at checkout. Pre-orders and Layaway orders have different timescales.
How much does delivery cost?
Your available delivery methods and charges are calculated during checkout based on your order.
Do you ship internationally?
No. The Sword Stall currently ships to UK addresses only. We do not offer international shipping at this time.
Will I receive tracking information?
Where a tracked service is used, tracking information will be provided once your order has been dispatched.
I ordered several items and one is a pre-order. Will everything ship together?
If your order contains a pre-order item, it will be shipped in its entirety once the pre-ordered item has arrived with us. If you would like the rest of your order to arrive sooner, you should place this on a separate order. You will be required to pay shipping on both orders.
My tracking says delivered but I haven’t received the parcel. What should I do?
Contact Customer Service at help@theswordstall.co.uk as soon as possible. We will review the tracking information and, where necessary, raise an investigation with the courier. You may be asked to complete a Declaration of Non-Receipt as part of that investigation.
Stock, Pre-Orders & Availability
How do I know whether an item is in stock?
The product page will show its current availability, including where an item is available for pre-order.
What is a pre-order?
A pre-order lets you reserve an item before the stock arrives with us.
Are pre-order arrival dates guaranteed?
No. Estimated arrival dates are based on information received from the manufacturer or supplier and can change. We update our information when we receive confirmed changes.
What happens if my pre-order is delayed?
We will update the relevant information and contact affected customers where an update or decision is required.
The Sword Stall Layaway Scheme
What is the Layaway Scheme?
Layaway lets you reserve selected products with a deposit and pay the remaining balance over time. There are no lenders, credit checks or interest; you make payments directly towards your reserved item.
Do I have to make a fixed monthly payment?
No. Under the current arrangement, you can pay towards the balance in amounts that suit you.
Can I pay my Layaway balance off early?
Yes.
When is my Layaway order dispatched?
Your item is dispatched once it is available and the full balance has been paid.
Where can I read the full Layaway rules?
Returns, Faults & Damages
Can I return an item if I change my mind?
Yes, subject to our Refund Policy and any relevant exclusions. Please read the full policy before sending anything back.
What if my order arrives damaged, faulty or incorrect?
Contact Customer Service as soon as possible and provide photographs of the item, packaging and any damage. We will advise you on the next steps.
Can I return a mask or other hygiene-sensitive item?
For change-of-mind returns, hygiene-sensitive wearable products must remain unused and, where supplied with hygiene packaging or a seal, that packaging or seal must remain intact.
Do I need to contact you before returning something?
Yes. Please contact help@theswordstall.co.uk before returning an item.
Products & Collecting
Are your products suitable for display or use?
Please read the individual product description carefully. Different products have different materials, construction and intended purposes, and the product listing should state the relevant information.
Are all swords sharp?
No. Products vary considerably. Always check the individual product listing rather than assuming an item is sharp, blunt, functional or display-only.
How should I care for my sword or replica?
Care depends on what your item is made from. Carbon-steel blades require regular cleaning and a light protective oil, while painted, plated, resin, foam and wooden replicas need different care. Visit our How to Care for Your Sword Stall Item guide for full instructions, including how to use our Sword Stall Cleaning Kit.
Are the products you sell legal to own in the UK?
UK rules vary according to the type of product. We only offer products for sale where we are satisfied they can lawfully be supplied, subject to any applicable age, eligibility or other requirements. Customers are responsible for using, storing and transporting products lawfully.
The Sword Stall
Are you a UK business?
Yes. The Sword Stall is a UK-based business and our team handles our customers, products and orders here in the UK.
Do you dropship products directly from overseas suppliers?
No. We do not operate as an overseas dropshipping retailer. Products are supplied through The Sword Stall and customer support is handled by our UK team.
Can I contact you before buying if I have a question about a product?
Absolutely. If you need help with a product, availability, a pre-order, Layaway or an existing order, contact our Customer Service team.
Promotions & Discount Codes
Where do I enter a discount code?
Enter an eligible promotional code in the discount-code field during checkout.
Can I add a discount code after I’ve placed my order?
Discount codes should be entered at checkout before payment is completed, and we’re normally unable to apply them retrospectively. If you experienced a genuine technical problem with a valid code, please contact us as soon as possible. We’ll check the offer and your order and, where appropriate, may apply the equivalent adjustment at our discretion. Discount eligibility and exclusions still apply, including minimum-spend requirements and any products or pre-orders excluded from the promotion.
Still need help?
Contact our Customer Service team at help@theswordstall.co.uk and we’ll be happy to help.