Frequently Asked Questions
Welcome to the Springfields FAQ Centre. Here you will find answers to common questions about orders, delivery, returns, age verification, trade accounts, outdoor equipment and more.
FAQ Contents
If you cannot find the answer you are looking for, our customer service team will be happy to help.
About Springfields
Who are Springfields?
Springfields is a family run outdoor retailer with over 50 years of experience supplying bushcraft, camping, survival, military, archery and field sports equipment to customers throughout the UK and beyond.
How does Springfields operate responsibly?
Springfields is committed to responsible retailing, compliance with UK legislation and supporting the outdoor community. We promote the safe and responsible use of outdoor equipment and operate robust age verification procedures for age restricted products.
Ordering & Payments
How do I place an order?
Simply browse our website, add your chosen products to your basket and proceed through checkout. You will receive an order confirmation email once your order has been successfully placed.
Can I amend or cancel my order?
If you need to amend or cancel your order, please contact us as soon as possible. Once an order has been processed or dispatched, changes may no longer be possible.
How can I check the status of my order?
You can track your order using your order number and postcode or mobile number.
I need help with my order. Who should I contact?
Contact our customer service team for assistance with orders, payments, deliveries or product enquiries.
Do you offer a Price Guarantee?
Yes. If you find an identical product advertised at a lower price by an eligible UK retailer, we may be able to match the price.
To qualify, the product must:
- Be identical, including brand, model and specification
- Be in stock and available for immediate purchase from the competitor
- Be sold by a UK based retailer
- Include any delivery charges when comparing prices
- Include the same level of warranty, guarantee and after sales support
- Meet the conditions set out in our Price Guarantee Terms & Conditions
Please note that some Springfields products include enhanced warranty cover or extended guarantees that may not be available from other retailers. For example, all crossbows purchased from Springfields are supplied with our 2 Year Crossbow Guarantee.
We reserve the right to refuse a Price Guarantee request where the competitor's price falls outside our Terms & Conditions.
Stock Availability & Inventory
Is this item in stock?
Usually, yes. Over 90% of the products on our website are held in our Burton upon Trent warehouse and are ready to dispatch quickly. For the remaining items, we connect directly with trusted UK suppliers and receive regular stock updates throughout the day, allowing us to display accurate availability and offer a much wider range of products than we could hold ourselves.
What do the stock messages mean?
In Stock means the item is physically in our warehouse and ready to be picked and packed.
In Stock Lead Time Shown means the item is available from one of our UK supplier partners. We can order it in immediately, and it will usually arrive with us well within the stated lead time.
Limited Stock means only a small quantity remains available. If you are planning a larger order, please contact us and we will check availability for you.
Why do you show supplier stock?
We started doing this during the supply chain challenges of recent years to help customers secure products as soon as they became available.
It also means larger orders are often possible without delay. For example, if we have 6 items on our shelves but our supplier has another 20 available, you can order all 26 without waiting for a future delivery.
How accurate is the stock information?
Stock levels are updated automatically throughout the day. If a product sells out or becomes unavailable from a supplier, the website is updated as quickly as possible.
Delivery
Where can I find delivery information?
Full delivery information, dispatch details and shipping options are available on our website.
Do you ship internationally?
Yes. We ship many products internationally, however some items may be restricted due to local laws, courier regulations or export restrictions.
International delivery options and charges are calculated during checkout.
If you are unsure whether we can ship a particular item to your country, please contact our Customer Service team before placing your order.
How can I track my parcel?
Once your order has been dispatched, you will receive tracking information by email where available.
What should I do if my parcel is damaged or missing?
Any damage to parcels should be reported to us within 48 hours of delivery.
Any missing deliveries should be reported within 7 days of the expected delivery date so that we can investigate with the courier.
Please retain all packaging and contents where applicable and contact our Customer Service team as soon as possible.
Returns & Refunds
What is your returns policy?
Most products may be returned within 60 days provided they are unused, in their original packaging and in a resaleable condition. Certain exclusions apply.
How do I return an item?
Please include your order number, contact details and reason for return. We recommend using a tracked and insured service when returning goods.
Can I return a faulty item?
If you believe an item is faulty, please contact us before returning it. In many cases we can provide troubleshooting advice or arrange an appropriate resolution.
How long do refunds take?
Refund processing times vary depending on your payment provider. Once processed, refunds typically take 3 to 5 working days, depending on your bank.
Trade, Education & Group Accounts
Do you offer discounts for Scout Groups, Schools and Outdoor Organisations?
Yes. We offer dedicated pricing and account facilities for eligible groups, organisations and educational establishments.
Do you offer Trade Accounts?
Yes. We work with businesses, schools, colleges, outdoor education providers and public sector organisations throughout the UK.
Age Verification
Why do I need to complete age verification?
UK law requires retailers to verify the age of customers purchasing certain products, including knives, axes and other age restricted items.
How does age verification work?
Most age checks are completed electronically. If we are unable to verify your age automatically, we may ask you to provide identification before your order can be dispatched.
What forms of identification do you accept?
We currently accept:
- Passport
- Driving Licence
- CitizenCard
The entire document must be visible and nothing may be obscured, covered, edited or removed from the image.
Why has my order been delayed for age verification?
Orders containing age restricted products cannot be dispatched until age verification has been successfully completed. Most checks are completed automatically, however some customers may be asked to provide identification before their order can be released.
How do I submit identification?
Where required, identification can be securely submitted through our age verification portal.
How is my identification stored?
We take both our legal responsibilities and our customers' privacy seriously.
Any identification provided for age verification is stored securely using encrypted systems and access is restricted to authorised personnel only. Identification may be retained for up to 12 months to demonstrate compliance with age verification legislation if requested by Trading Standards or other authorised bodies.
Customers may request that their identification documents are deleted sooner, although we may retain limited encrypted information for compliance purposes.
If you are not comfortable providing the identification required to complete age verification, we will be happy to cancel and refund your order.
What happens if my age cannot be verified?
Unfortunately, we cannot dispatch age restricted products without successful age verification. If verification cannot be completed, the affected items or order may need to be cancelled and refunded.
Knives & Outdoor Tools
Do you sell legal everyday carry knives?
We stock a range of everyday carry and utility knives. Customers are responsible for ensuring they comply with current legislation regarding possession, transport and use.
Why do you sell knives and axes?
Knives and axes are essential outdoor tools used by campers, bushcrafters, instructors, land managers and outdoor enthusiasts. We support responsible ownership and comply fully with UK legislation governing the sale of age restricted products.
Crossbows & Archery
My crossbow is not working correctly. What should I do?
Many issues can be resolved through setup guidance and troubleshooting. Please contact our customer service team before arranging a return.
Can I return a crossbow?
Unused and unopened crossbows may usually be returned under our standard returns policy. Please review the full returns policy or contact us before arranging a return.
Product Advice
I am not sure which product is right for me. Can you help?
Yes. Our team has extensive experience across camping, bushcraft, survival, archery and outdoor equipment. If you are unsure which product best suits your needs, please contact us and we will be happy to help.
Contact Us
I cannot find the answer I am looking for.
If you cannot find the information you need, our customer service team will be happy to help.