FAQ

We offer a number of delivery options, depending on where you live and what is currently available.

Please note: the options that are available to you at the time of purchase will display after you enter your address. We apologise that not all options are available at all times.

For Small Items (most items under 2kg and under £30 in value):

★ Royal Mail Second Class should arrive within 7 working days

For Medium Items:

★ Two Working Day Courier Delivery (will arrive within 1 - 2 working days)

For Large Items:

★ Big & Heavy 2 Day Delivery (items 30kg and/or over 1.2m in length - will arrive two working days from dispatch)

If you choose our 1-3 day services you can expect your order within 2 working days unless you are told otherwise. On many occasions these can arrive within one day from dispatch but this is not a guaranteed service.

Delivery surcharges may apply depending on the delivery zone and post codes areas. Please read our delivery & return policy for more detailed information.

We offer same day dispatch for orders placed on a weekday before 12pm. Any orders placed after this time or over the weekend will be dispatched the next working day.

In the afternoon, once your order has been fully processed and dispatched, you should receive an email containing your VAT invoice, please note that it might be in your junk folder!

If your order is on a courier service, it should arrive within 1-2 working days. For orders on a 2nd class Royal Mail postal service, please allow a few more days for delivery.

If your order has not yet been processed then we will do all we can to cancel it for you.
If we’ve been able to cancel your order in time, you’ll receive confirmation of this.
Unfortunately we are not able to cancel orders that have already been processed and packed.

We can accept returns on products that are brand new and in a resaleable condition. We cannot accept returns on items that have been built and disassembled.

Please kindly pack your order in its original packaging, seal with clear tape and return to the following address:

Big Game Hunters
Chadwick Farm
Garford
Oxfordshire
OX13 5PD

Please ensure that you return your order along with a note confirming your details so we know who the return belongs to.

For items that are too large to be posted, we recommend using a tracked courier service for the return, try either Parcel2Go or ParcelMonkey to get a quote.

Once the order arrives back in our warehouse, it will be quality checked and then we can issue you with a refund.

This will all be done automatically; there is nothing else you need to do. We will only contact you if there are any issues.

Please be aware that if you wish to exchange for a different product, you must return the original order and create a new order for the desired replacement.

We can make amendments for orders that haven't yet been fully processed.

If you haven't already done so, please email us to confirm your delivery postcode and what you'd like to change. We will do everything we can to make these changes for you.

For orders that have already been processed, unfortunately it is too late to alter the order.

We can ship to all areas in the UK except Southern Ireland - terms and conditions apply to Northern Ireland. We also regret we cannot send items overseas. Delivery surcharges can apply in some areas of the UK and will apply to Islands, Scottish Highlands, Northern Scotland, and Northern Ireland, so please read the information here and on our Delivery page or contact us for more detailed information.

Our usual opening hours are:

- Monday: 9am–5pm
- Tuesday: 9am–5pm
- Wednesday: 9am–5pm
- Thursday: 9am–5pm
- Friday: 9am–5pm
- Saturday: Closed
- Sunday: Closed

We are closed on bank holidays and over the Christmas period.

We very much appreciate hearing from people - whether it is to give advice, rectify a problem or just to tell us about the things you bought from us!

There are a couple ways to do this...

Chat with us! Click on the little Live Chat icon in the corner of our website.

Send us an email: sales@biggamehunters.co.uk

We aim to price our products both fairly and competitively on our websites.

If you are looking to place a large order with us, please help us provide you with an accurate quotation via email by confirming the following information:

What product/s are you looking to purchase and how many?

The delivery address and best contact number

What date do you require the order by?

All order confirmation information is sent via email. If you would like an invoice, please contact us.

Should you require further assistance, please leave us a message and we will put you through to a member of our team.

All our product instructions are available to view on our website when browsing a product page on a desktop or laptop.

Should you require further assistance, please leave us a message and we will put you through to a member of our team.

We offer a 1 year warranty on our products.

If you have just received your order and there is a problem, please kindly send us an explanation, some photos showing the issue, and your BGH order number / delivery postcode.

We will work to resolve the matter ASAP. Please note that you DO NOT need to return your order.

We sell replacements and spare parts for some of our products.

If you have the instructions to hand, please email us with your postcode and the part name you require.

We’ll then check our warehouse and see if we have anything suitable.

This website is owned and operated by Big Game Hunters, the retail division of Garden Games Limited, registered in the UK, number: 2866189, Vat number: 685 6873 68. For much more interesting information on the history of our humble beginnings and why we are 'the Play Experts', please read 'Our Story'. If you have a comment, concern or complaint about a product you have purchased from us, please contact us via email at sales@biggamehunters.co.uk, via telephone or by post to our trading address:

Address: Big Game Hunters, Chadwick Farm, Garford, Oxfordshire, OX13 5PD

Most products on our website (as may be varied from time to time) are available almost everywhere in mainland UK, and by special arrangement (usually incurring additional charges) to the Channel Islands, Northern Ireland, Republic of Ireland, Isle of white, Isle of Man and the Scottish Islands. As the couriers dictate what they will deliver to where there may be some products that cannot be delivered to certain areas due to their size and/or weight.

All products are subject to availability. If the product you order is unavailable, we will inform you (the customer) and offer you a suitable alternative product or inform you when the product will be available. In the event that we are unable to supply the product or any substitute product to you, we will let you know as soon as possible and will reimburse your payment in full.

Occasionally manufacturers will make minor updates/changes to their products, and we reserve the right to supply these even if pictures and descriptions may vary on the listing shown. With customer service as one of our main priorities we will endeavour to inform you of any changes - whether minor or not.

This part is actually not boring at all, and very important - we would love for you to place an order with us, and making a purchase could not be easier. Simply follow the clearly labelled menus in order to navigate around the site. If you are looking for something specific, use the search function at the top of the site.

Once you have found a product you want to purchase, click the 'Add to Cart' Button. Once you have finished browsing, click the 'Checkout' button to complete the ordering process. You will then be asked for your personal details, the delivery address and your payment details. At this point you will be transferred to a secure server. By clicking on the 'Confirm' button you are consenting to the Terms and Conditions.

Big Game Hunters Prices

We truly believe we have the best outdoor toys and games available in the UK today. They are so much fun, and are designed and made with care and attention to detail. We make sure our prices reflect this while offering brilliant value. We can do this because the majority of our products are manufactured by our parent company Garden Games Ltd. which means we can give you the best value for money.

Prices listed are in £GBP and are inclusive of VAT. We may change the advertised price of a product at any time. The price you pay will be the price in force at the time of your Order. The price on your order will be confirmed by us as part of the checkout procedure. We try to ensure prices displayed on our website are correct at all times. Should a pricing error arise, we will inform you if a product's correct price is higher than that stated on your order and you may choose to either proceed with or cancel the order.

Paying for your order

We use the secure payment system Shopify Payments to process all card payments. This system is safe and secure and allows your details to be encrypted when you put them into the site. The system uses PCI-compliant servers and 3D Secure Checkouts, This ensures that your details are kept as safe and secure as possible.

We are also verified by Trustwave - Trusted Commerce program to validate compliance with the Payment Card Industry Data Security Standard (PCI DSS) mandated by all the major credit card associations including: American Express, Diners Club, Discover, JCB, MasterCard Worldwide, Visa, Inc. and Visa Europe.

Big Game Hunters are entitled to refuse any order placed by you. You undertake that all details you provide to us for the purpose of purchasing products or services which may be offered by us on our website will be correct, that the credit or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products or services. We reserve the right to obtain validation and verification of the authenticity of your credit or debit card details before providing you with any products or services.

Our Promise to You

We promise that for any product you purchase from our website:

★ We have the right to sell the product to you
★ The product will be of satisfactory quality.

We also promise that any service we provide to you will be provided with reasonable skill and care. Subject to our delivery statements, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control. We exclude all other express or implied terms, conditions, warranties, representations or endorsements whatsoever with regard to any products (including without limitation the Products), our website or any information or service provided through our website.

If we are liable to you for any reason, our liability will be limited to the amount paid by you for the Product concerned. This limit does not apply to any liability we may have for death or personal injury resulting from our negligence or for our fraudulent misrepresentation. The limitations and exclusions in this clause do not affect your non-excludable statutory rights and only apply to the extent permissible by applicable law.

If you have any concerns that we have not met our legal obligations please contact us via email at sales@biggamehunters.co.uk.

For orders made from the UK 20% VAT is included in the price you pay. For orders to the Channel Islands, you will need to claim back the VAT - if we are delivering directly to you then we can do this for you so please contact us in these instances. Delivery surcharges apply to the Channel Islands so if you place an order we will contact you to discuss these and will arrange the VAT at the same time.

Security - safe & secure shopping

You authorise us to use, store or otherwise process any personal information which relates to and identifies you durng the registering and/or ordering process

You are responsible in all respects for all use of and for protecting the confidentiality of any username, email verification and password that may be given to you or selected by you for use on our website. You may not share these with or transfer them to any third parties. You must notify us immediately of any unauthorized use of them or any other breach of security regarding our website that comes to your attention.

We understand that many people still worry about submitting personal details on the Internet- especially their credit/debit card numbers. So we'd like to reassure you that any information you provide here will remain safe and secure. We never pass on your details to third parties unless in accordance with our agreement to you to provide certain products and services. These will be limited to those companies such as third party suppliers who are required to deliver goods or services directly to you and for no other purpose.

We do not sell, trade or rent your information to others. Your information will remain confidential and will be used only to help us offer the best possible service to you.

Availability of our website

We try to make sure our website is live at all times so that you can have a browse or make purchases whenever you like, however we cannot guarantee that our website will operate continuously or without interruptions or be error-free and can accept no liability for its unavailability.

You must not attempt to interfere with the proper working of our website and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt any computer system, server, website, router or any other Internet connected device. We will do our best to ensure that all materials and information published on our website are accurate, but please note that all content, materials and information on our website are provided on an 'as is' basis and you assume total responsibility and risk for your use of our website and use of all information contained within it.

We accept no liability for any indirect, consequential loss, damage or special or punitive damages, or costs, or for any loss of data, profit, revenue, business contracts (whether direct or indirect) in each case, however caused, even if foreseeable and even if we have been advised of the possibility of such damages. In circumstances where you suffer loss or damage arising out of or in connection with the viewing, use or performance of our website or its contents other than as a direct result of purchasing Products (which shall be subject to the exclusions and limitation of liability set out in these Terms and Conditions), we accept no liability for this loss or damage (except where we have been negligent) whether due to inaccuracy, error, omission or any other cause and whether on the part of Us or our servants, agents or any other person or entity.

You are responsible for ensuring that your computer system meets all relevant technical specifications necessary to use our website and is compatible with our website. You also understand that we cannot and do not guarantee or warrant that any material available for downloading from our website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.

Big Game Hunters do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the 'Remember Me' Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.

Data collected by this site is used to:
a. Take and fulfill customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.

We want you to be happy with your purchase, however in the unlikely event you need to return your goods, please read our returns policy below.

You may return your order within 14 calendar days of delivery.

The product must be in its original packaging along with the instructions, all parts and a note (ideally the picking / despatch note) explaining the reason for return.

All products must be returned in the same condition as they were delivered.

Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit.

We will not accept responsibility for loss or damage in transit and therefore suggest that you use an insured tracked courier service for the return, try either Parcel2Go or ParcelMonkey to get a quote.

For all returns (except where the product is faulty) you will be required to pay and arrange for the goods to be returned to us. Please return your order to:

Big Game Hunters

Chadwick Farm

Garford

Oxfordshire

OX13 5PD

Please ensure that you return your order along with a note confirming your details so we know who the return belongs to.

For items that are too large to be posted, we recommend using a tracked courier service for the return, try either Parcel2Go or ParcelMonkey to get a quote.

Refunds will be processed as quickly as possible once the goods are received back in our warehouse and always within 14 calendar days of receipt of return or agreement. This will all be done automatically; there is nothing else you need to do. We will only contact you if there are any issues. Please be aware that if you wish to exchange for a different product, you must return the original order and create a new order for the desired replacement.

As a consumer you have a duty to take reasonable care of the items whilst in your possession. Please be aware that when items are faulty we usually require photographic evidence so we can take the appropriate and best course of action. To help speed up the process of dealing with any enquiry of this nature, please send the photographs across with your email, including details of your order reference, name and address.