Fishing UK
Carp Pike Coarse Bargain Basement



Help

Orders

If I order more than one item will I pay extra carriage fees?

The price we charge for carriage is determined by the weight of your order. If you order more than one item the weight of your order will increase therefore the price for delivery will increase.

Can I place an order over the phone?

Orders can only be placed via our website. The telephone lines are provided for customer support purposes only. Our website has been designed to try to make placing an order as easy and stress free as possible. If you do find you are having a problem processing a payment / order please don’t hesitate to call our customer service line 0844 880 4610.

How can I check the status of my order?

Checking your order status is easy. Just log onto our website, you will then enter the My Account section there then will be link to enter your order history. On this page you will find your order status along with other details from your order.

I have received my order but there's no VAT invoice, how can I get one?

You can view/print all invoice details from the My Account section on our website. You will find this feature under Order History.

I have just placed an order and I’m being told my order has gone into review?

You order has gone for credit review, this can be for several reason, large amount, being delivered to a different address than the cardholders, simple post code error. This process takes no longer than 4 business hours and you will be contacted when it’s released.

Stock

I have not yet received my order, but when I placed the order the website was showing my item in stock?

Unfortunately sometimes this can happen as we have multiple warehouses, we do try to keep our stock levels as accurate as possible. Our stock levels update every 20 minutes from our warehouses to the website. Therefore If we are showing low stock on an item when you place your order, it is possible that item sold out before you ordered it.

I looked at an item 10 minutes ago, when I came back to order it the price had gone up?

To remain competitive in the market our prices can fluctuate as our costs fluctuate. Unfortunately this can mean that prices can go up as well as down.

Can I reserve an item that I have seen on the website?

No. We do not reserve stock. When your payment is successfully made the item is then reserved for delivery to you. We work on an automated system and therefore cannot reserve items before payment is made.

Where do I find the stock code for an item I am interested in buying?

When you find a particular item on the website you can click on the products link to see further details, when you click on this you will see all specifications for this item and a small illustration, underneath the illustration will be a list of codes including the stock code and manufacturer’s code.

Refunds and Returns

How do I cancel my order?

To cancel an order you would need to place a support ticket on our website, stating why you wish to cancel your order. This service is a short email that sends directly to our returns/refunds department.
You can find the support tickets under the My Account section on the website.

At what point can I cancel my order?

Cancellation procedures can be different. This depends on whether you’re a home user or a business user.
Business users – if you are a business user you have 24hrs in which to cancel your order or until your order has reached the warehouse for dispatched, Which ever comes first.
Home users – If you are a home user it is possible for you to cancel up to 7 days after your order was placed. If your order is cancelled before it has been dispatched from our warehouse you will receive a full refund. If you wish to cancel your order at any time after it has been dispatched you will need to refuse the goods on delivery, when the goods are received back in our warehouse you will be refunded the amount paid, less the delivery charges.

I ordered the wrong item can return it?

We do not have any money back guarantee scheme. However, we do accept products back under certain very strict circumstances. To return an item you must place a support ticket through your account on the website. Once we receive this ticket we may request further details or we might accept your request to return the item. It would be helpful to us if you supply as much information as possible.

The item I ordered is faulty what do I do?

If you believe the item you have received to be faulty, you would need to place a support ticket on our website. Quoting the stock code of the item (if you know it) and what the problem seems to be. You would also need to state that you wish to return this item, so that our technical team can test whether it is in fact faulty.
You can find the support tickets under the My Account section on the website.

Payments, Credits and Charges

Why I have been charged a UK off shore delivery charge?

The UK offshore delivery charge is an extra payment for deliveries that are made to addresses that are in the UK but are not on the mainland. If you place an order for delivery off the UK mainland then you are obliged to pay a fee of £10.00+ VAT.

How safe is ordering/making payment on your website?

During and after the checkout process your credit card details are encrypted, they are then sent still encrypted to the bank to be processed. Once the Payment is authorized we delete all records of your card details. Therefore no-one can place a transaction against your card without your permission.

How can I pay for my order?

You make payment for your order on our website. We currently accept Visa / Visa Debit / Mastercard / Solo and Switch / Maestro. We do not accept Visa Electron or credit cards issued outside of the UK.

Deliveries

I paid for next day delivery but my item still hasn’t arrived?

Next day delivery is a service level, not a guarantee, whilst we endeavour to despatch all our orders the day they are received by us we do not guarantee it. Orders placed before 4pm are given a priority although they are still not guaranteed for next day delivery. Once your order is on our courier, the service level (if chosen) is a next business day service. Alternatively, the item you ordered may have been out of stock at the time, therefore you will receive next day delivery when your item is available.

I will not be at home for the delivery of my order; could you deliver it to a different address?

Your order can be delivered to any address that is convenient for you, this is simple to do. When you place your order and make your payment our system will ask you for a delivery address, enter the delivery address of your choice and if possible the postcode.
NB the system will then ask you for a card holder’s address, please be sure to enter the address your card is billed to otherwise your payment will not be validated. This address can be different to the delivery address.

I entered the wrong delivery address on placing my order, can it be corrected?

Your delivery address can be changed but there is a charge for this service. The redirection fee is £10.00+ VAT which you as the customer are obliged to pay before we can amend your order. This fee might be higher than the original delivery charge, because once an order is released into our delivery process it can be a very time consuming to find out where it is and amend the documentation that is with it.

I was out when the courier tried to deliver my parcel. They left an attempted delivery card, will they try to deliver again?

Our courier will attempt to deliver your parcel twice. If you fail to receive your parcel and the courier has attempted delivery twice then you will incur a charge. This charge will amount to the price you paid for your initial delivery so that your parcel can be redelivered.

Do you deliver outside the UK?

Unfortunately we cannot deliver outside the UK we do not yet have the facilities to do so.

Could I pick my order up from your St Helens branch?

Unfortunatley you are not able to collect goods from our warehouses. We have multiple warehouses that deliver efficiently all over the UK. Our St Helens branch is our head office but holds virtually no stock.

What happens to my order if I am not in when the courier arrives?

If you are not in when our courier arrives they will leave a card with the local depots number. You can call them to arrange a new delivery date or to collection.

General

I received a call/email from customer services asking for more payment details, are these calls/emails genuine?

These calls/emails should be genuine, however, we will never ask you to email us any card details. The genuine reason for these calls/emails is because there has been a problem when we processed your payment and we require more information before the bank will accept your payment. If you still feel unsure about any call received from us feel free to take the representatives name and call us back on 0844 880 4610.

NB any emails sent from us to a customer will be from an email address under this format: - firstname.surname@pyramid.com although please be aware that emails are very easy to fake. If you are at all unsure, please call us back on our main number with the representative’s name e.g. john.smith@pyramid.com.

What are the customer support opening hours?

We are open Mon-Fri 9am-5.30pm. Unfortunately we do not work weekends or bank holidays. If you would like to contact us outside our opening hours then please use our support tickets service, which you will find under 'My Account'.

Will I receive unwanted mail/calls from you or related companies after I have registered my personal details?

No. we only contact you if there has been a problem with your order, or you have contacted us and requested a call back from a member of staff. We do not cold call any of our customers.

Login Problems

Why can't I log into my account?

If you are having difficulties login into your account firstly the email address and password are correct.. If you have forgotten your password click the forgotten password link and your password will be reset and emailed through to you immediately.

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Pyramid Distribution Ltd
Unit 3 Lancots Lane,
Sutton Fold,
St Helens,
WA9 3EX

Registered in England and Wales with company number 4093028