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FAQ

Frequently Asked Questions (FAQs)

1. When will my order be delivered?

Aviation Retail Direct offers worldwide delivery. Subject to availability, we aim to dispatch all orders received by 1:00 pm on the same working day.

Typical delivery times are:

  • UK: up to 3 working days

  • Europe: approximately 10–12 days

  • Rest of the world: approximately 15 days

FedEx and UPS deliveries are usually faster.

Please allow up to 28 days for delivery before contacting us. Your card will not be charged until the item is ready for dispatch.

2. How will my order be sent to me?

Orders are dispatched worldwide using:

  • Royal Mail Airmail (Signed, Tracked, or Tracked & Signed – depending on destination), or

  • FedEx / UPS for larger, heavier, or higher-value items.

The delivery method used depends on the size, weight, value, and destination of your order.

3. Will I receive all items in my order together?

If an item is out of stock, we will source it as quickly as possible. Out-of-stock and pre-order items are only charged when dispatched.

If your order contains a mix of in-stock and pre-order items, it may be sent in more than one shipment. If additional shipping costs apply, we will contact you before dispatch.

4. What if my order is damaged in transit?

Please report any damaged or faulty items as soon as possible after delivery.

Where possible, we will arrange a replacement. If a replacement is unavailable, you may request a full refund.

When returning an item:

  • Reuse the original packaging where possible

  • Pack the item securely

  • Include your full name, address, contact number, and details of your request (refund or replacement)

5. How do I return an unwanted or incorrect item?

Unwanted items must be returned within 14 days of receipt, in a re-saleable condition.

Please note:

  • Original delivery charges are not refunded for unwanted items

  • Return postage costs are the customer’s responsibility

If you receive an incorrect item, please contact us as soon as possible. We will arrange the return and send the correct item at no extra cost.

For full details, please see our Returns Policy.

6. I’ve placed an order but no longer want it — how do I cancel?

Please contact Aviation Retail Direct as soon as possible to request cancellation.

  • You may cancel the full order or individual items

  • Orders already dispatched before cancellation will be treated as returns

  • Postage and return costs will not be refunded for dispatched items

7. I’ve found an item cheaper elsewhere — will you price match?

We aim to remain competitive and welcome feedback on pricing. While we cannot always price match, we regularly review prices to ensure fair value.

We pride ourselves on offering:

  • Genuine stock

  • Clear returns policies

  • Secure payments

  • Reliable customer service

We encourage customers to compare, and we’re proud when they choose to shop with us.

8. An item showed as “available” but I’m still waiting — why?

Items marked as “available” are either in stock or available from suppliers within a reasonable timeframe. Due to limited production runs, items may sell out before website updates occur.

If you’d like a stock update, please contact Aviation Retail Direct.

9. What does “Pre-order” mean?

Pre-order items are forthcoming products that you can reserve in advance. Your order will be dispatched as soon as the item becomes available.

Payment is not taken until the item is ready for dispatch.

10. What payment methods do you accept?

We accept:

  • Visa

  • Mastercard

  • American Express

  • Switch / Maestro

  • PayPal

  • Cheque (UK bank only, GBP only)

Orders are not dispatched until payment has cleared.

Payment card details are processed securely. You can remove stored card details from your account at any time.

11. Can I get a discount?

Customers can join the Aviation Retail Direct Club for £10 per year.

Membership benefits include:

  • 10% discount across all product ranges

  • Discounts online, in-store, and at selected air shows

Please note:

  • Discounts may not appear automatically at checkout when joining — these are applied manually

  • Membership does not renew automatically

  • Website account registration does not equal Club Membership

A valid membership must be active at the time of purchase to receive discounts.

12. I’m having problems using the website — can you help?

Yes. If you experience technical issues, difficulty finding products, or problems placing an order, please contact us, and we’ll be happy to help.

If necessary, we can take orders by email or telephone while we investigate technical issues.

13. I can’t see my old orders in “My Account” — why?

Orders placed before the launch of our current website are stored on our previous systems and cannot be displayed in your new account.

If you have questions about older orders, please contact us by email or phone.

14. Do prices ever change on the website?

Yes. Prices may change without notice due to:

  • supplier pricing changes

  • exchange rate fluctuations

  • shipping cost variations

If a pre-order item’s price changes, we will notify you before processing the order.

15. Why does a product show an old “due” date?

Due dates are provided by manufacturers and may change frequently. Unfortunately, these dates are sometimes missed or delayed significantly.

While we aim to keep due dates as accurate as possible, we rely on information supplied by manufacturers and cannot always provide updated delivery estimates.