The website never closes !! However our phones are manned Monday to Friday 9.00am till 5.00pm (excluding Bank Holidays)
After hours email is the best way to contact us if you need us after this time - firstname.lastname@example.org If you have a technical query regarding the website this will alert us quickly.
I have received an order confirmation but my payment failed?
At troutflies we have the system set to record the order with us once you have selected the "proceed to paymant option" The payment page is purely between you and the bank we have no acess to this. If your payment fails for any reason your order will be "pending" in our system. There is no need to shop all over again simply call us to arrange your payment. We can process your card over the telephone if needs be.
Are my card details safe if I use your site?
Yes, we accept payments by Credit/Debit Card and Paypal. We never get to see your card details at all, the security is there to protect our customers. All transaction information entered is encrypted using 128-bit SSL certificates & no card information is ever passed unencrypted. You can be completely assured that your card details cannot be examined, used or modified by any third parties attempting to gain access to sensitive information.
Can I place my order over the telephone?
Yes, our office hours are Monday to Friday 9 till 5. In busy periods our answering machine will take your call so leave a simple message requesting a call back.
I need my order tomorrow?
We can do a next day guarantee service for you but we do make a charge of £6.99 (£9.75 for Saturdays). You will need to contact us before 3.00pm for us to action this requirement.
When will my order be dispatched?
Our orders are dispatched the same day if you order before 3.00pm. Monday to Friday. Outside these hours your order will be on the following days dispatch. You will be advised by e-mail once your order has been dispatched. If you've created an account, the status of your order can be checked by logging into your account and selecting 'Order History'
Where is my order?
Once your order has been dispatched you will receive a confirmation e-mail. If you have not received an e-mail please contact us to confirm dispatch of your order. Orders are sent by Royal Mail 1st Class Post (UK) or by Airmail (International). Most UK orders arrive within 1-2 working days but it can take up to 7 working days with this service. The majority of 'missing' orders have in fact been left with neighbours or are at the local sorting office awaiting collection or delivery, please check that this is not the case and allow 7 working days after dispatch of your order before contacting us unless you have requested an urgent delivery.
We will never pass any of your details onto anyone else. We do not at any time have access to your card details.
Can I get samples of your products?
Unfortunately, due to the high volume of sample requests we receive, we are no longer able to send out samples. All our products are covered by our no quibble money back guarantee should they prove unsuitable for your requirements.
Why is my basket emptying while I am shopping?
Unless you are logged into your account our website will empty your shopping basket after 1 hour of shopping, This is to keep our website running as fast as possible and to give you a more efficient service. To avoid this from happening you can log into your account and all items will remain in your basket until you are ready to check out.