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FAQ

Do you ship to my country?

We now ship throughout the world with exception to one or two countries.  If you add your products to the basket you will see the countries listed.

How much is postage?

We offer several different postage options which are calculated at the checkout.  Rates and options vary for different destinations rate but these are clearly marked. 

UK postage is free on orders over £75 (ex VAT)

How long will my order take to arrive?

All UK orders which are chosen to ship via courier are despatched on a next working day service.  This is not “guaranteed” service and issues can occur with couriers that prevent this from happening.  Please understand that when a parcel leaves our premises, in some ways things become beyond our control. Whenever an issue does arise please get in touch and we shall endeavour to assist you in the best way we can.

Overseas deliveries vary.

Can I track my order?

When we despatch your order you should receive and email alerting you to the fact your order has been despatched. Within this email you should find the tracking number (if the parcel is going via courier).

Alternatively you should be able to access delivery details through “my account”.

Can I cancel my order?

If you have placed and order and for any reason need to cancel it, please get in touch as soon as possible and we’ll cancel the order and refund you in full. 

I’ve made a mistake or need to change my order?

If you have made a mistake with your order or need to change/add to it, please get in touch as soon as possible.  As long as the package has not been despatched we can make the necessary changes required.  If you’re adding to your order we may need to take your card details over the phone to process further costs.

Can I make changes to my delivery requirements?

DPD Predict offers you the ability to make changes yourself. Once your parcel has been despatched you should receive an email or text from them with the different options available. (some services may not be available in your area).

Why are some items marked as “enquire” only?

Stihl operate an online sales policy which prevents the purchase of certain products online.  This includes for example Chainsaws, Hedgecutters and other items.  The reason behind this is that in order for our staff to guide you through the necessary operational and safety procedures a face to face hand over is required.  For more information please get in touch.

What brands do you sell?

A full list of the brands we sell can be found here

How do I know if the goods I wish to order are in stock?

Our site is not at present a “live” site so we cannot guarantee that everything is in stock.  For the most part 95% of what you see online is a stocked item.  However, sometimes there are supply issues and we find we are without stock.

We try to mark any products with a long delay as “out of stock”.  If you place an order for an item that we do NOT have in stock, we shall alert you the same day to make you aware of this.  In the case you order a batch of items and one is out of stock we will despatch what is in stock with the backordered item “to follow”.  We will always try to keep you updated along the way, if we learn from a supplier that a delay has been extended we’ll keep you in the loop.

Is my payment secure?

Yes, all of our payments are taken through secure payment gateways.  Barclaycard, PayPal and Dekopay are widely used and offer buyer protection on all transactions.

Do you offer discounts?

The vast majority of our website has been reduced from manufacturer RRP, in some instances by a substantial amount in order to remain competitive with our rivals.  As a result additional discounts are not always possible.  From time to time we’ll offer promotional discounts which can be found marked with a “Sale” banner or on our home page under “special offers”.

Do you price match?

We try to maintain our prices as best we can to remain competitive with our rivals within the industry. We are open to price match requests although we may not always be able to do so.  We cannot refund your order to match the price of another site once your order has been placed, processed or dispatched.

Why can’t I place and order online?

This may be a technical error or a problem with the way you are attempting to pay for your order.  Please take care to double check all your details including payment method.  We also advise clearing your cache, refreshing your browser and attempting to place the order again from the beginning.

If you’re still having problems placing an order online please contact our customer service team via email sales@gustharts.com or call +44 1670 789701. 

What is your returns policy?

Please view or returns policy page for more information on returning items. Or follow this link to   Returns Form Download

How do I contact Gusthart’s?

If you need to speak to a member of our team please email us on sales@gustharts.com or call us on +44 1670 789701.

Alternatively you can find us here

https://www.facebook.com/gustharts

https://www.instagram.com/gustharts/

Do you have a store I can visit?

Yes! We are based just outside Newcastle Upon Tyne and we’d love to see you pop in even just to have a look around.  Instore we can offer you further assistance with your purchase, you can try items of clothing on or even test out a harness on our instore tree….. yes we have a tree instore!

Our address is

Gustharts

Milkhope Centre

Blagdon

Newcastle Upon Tyne

NE13 6DA

Do I need to pay VAT?

If you are a UK resident then yes, unfortunately you do!  The only items which are VAT exempt are protective boots and helmets. If you are purchasing these for yourself then you do not have to pay the VAT and should select not to do so at the checkout.

When purchasing these for an employee you should be paying VAT in accordance with "VAT Notice 701/23: protective equipment". PLEASE NOTE THAT IT IS AN OFFENCE TO MAKE A FALSE DECLARATION.

If your country is VAT exempt then this will be detected when you are setting up an online account and VAT will not be charged to you.  For some countries we require a VAT number from you in order for the VAT to be taken off.  There is also field when setting up your account for this instance and putting your VAT number into this will remove the VAT.

If you’re experiencing any problems with the above please get in touch. sales@gustharts.com

 +44 1670 789701.

Are your prices displayed including VAT or exluding?

A toggle can be found at the top of the screen on our homepage to switch between whether you view the prices Ex.VAT or Inc.VAT

Will I receive a certificate of conformity with my goods?

Type approval is required before a product is allowed to be sold in a particular country, so the requirements for any given product will vary around the world.  We do NOT sell any products that are not suitable for use within the UK and Europe. All safety equipment will be supplied to you with the manufacturers literature which outlines all of the certifications that this product adheres.

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