Shipping policy

Last updated: 10 August 2026

At The Old Kitbag, we aim to get your order packed securely and on its way as quickly as reasonably possible.

This Shipping Policy explains how we process and deliver orders placed through www.theoldkitbag.co.uk.

Order processing

Orders are processed after payment has been successfully received or authorised.

Once your order has been dispatched, we will send you a dispatch confirmation email. Where tracking is available, your tracking information will also be included or made available through your order-status page.

Orders placed on weekends or public holidays may not begin processing until the next working day.

During particularly busy periods, large stock releases or public holidays, processing may occasionally take longer. If we become aware of a significant delay affecting your order, we will make reasonable efforts to let you know.

Delivery options and charges

Available delivery methods and their prices are displayed during checkout.

The delivery charge may depend on factors including the:

size and weight of the order;
delivery destination;
delivery service selected; and
number or type of products ordered.

You will be shown the applicable delivery charge before you place your order.

We will not add an undisclosed delivery charge after an order has been placed.

UK delivery

We deliver to UK addresses where a suitable delivery service is available.

The delivery services offered for an individual order may vary according to its weight, dimensions and destination.

Smaller items such as insignia, berets and lightweight clothing may be sent using a different service from larger items such as boots, Bergens or bulky equipment.

Any delivery timeframe shown at checkout is an estimated delivery timeframe unless expressly stated to be guaranteed.

UK consumer rules generally require a trader to deliver goods without undue delay and, unless another period has been agreed with the customer, within 30 days of the contract being made.

Tracking

Where a tracked delivery service is used, tracking information will normally be provided after dispatch.

Please allow time after receiving your dispatch email for the carrier's tracking system to update.

Tracking information is supplied by the relevant carrier, and updates shown by the carrier may not always occur in real time.

Delivery addresses

Please make sure your delivery address is complete and accurate before placing your order.

If you notice an error after ordering, contact us as soon as possible at:

sales@theoldkitbag.co.uk

Please include your order number.

If the order has not yet been dispatched, we will try to correct the address.

Once an order has been handed to the carrier, we may not be able to change or redirect it.

Failed or attempted deliveries

If a delivery cannot be completed, the carrier may:

attempt delivery again;
leave the parcel at an authorised location;
deliver it to a collection point; or
return the parcel to us.

The exact process depends on the carrier and delivery service.

Customers should follow any instructions provided by the carrier regarding redelivery or collection.

If a parcel is returned to us because it was not collected, delivery was repeatedly unsuccessful or an incorrect/incomplete address was supplied, please contact us so that we can determine the appropriate next step.

Any additional postage charge for re-sending an order will only be applied where appropriate and lawful.

Lost parcels

If your tracking information indicates a problem, or your order has not arrived within a reasonable period after the expected delivery date, please contact:

sales@theoldkitbag.co.uk

Please quote your order number.

We will investigate the delivery with the carrier where appropriate.

For consumer orders using a delivery service arranged by The Old Kitbag, the goods generally remain at our risk until they come into the physical possession of you, or a person you have identified to receive them.

This means we will not simply tell you to pursue the courier yourself if an order we arranged is genuinely lost in transit.

Damaged deliveries

If your order arrives damaged, please contact us as soon as reasonably possible at:

customerservice@theoldkitbag.co.uk

Please provide your order number and, where possible, photographs of:

the packaging, the shipping label and the damaged item.

This helps us investigate the damage with the carrier.

Your statutory rights are not affected by damage occurring during delivery.

Genuine military surplus

Many products sold by The Old Kitbag are genuine military surplus and some items may have previously been issued, stored or used.

Normal characteristics consistent with the condition advertised — such as reasonable signs of previous service use, minor fading or service markings — should not be confused with damage caused during delivery.

Significant transit damage or an item arriving materially different from its description should be reported to us.

Further information about surplus condition and customer rights is available in our Return & Refund Policy and Terms of Service.

Multiple-item orders

Where possible, we may package multiple products from the same order together.

Occasionally, an order may need to be sent in more than one parcel, particularly where it contains a mixture of small and bulky products.

If an order is split into separate shipments, you may receive more than one tracking number.

International shipping

Where international shipping is offered at checkout, delivery times vary according to the destination and delivery service.

International shipments may be subject to customs procedures, import taxes, duties or other charges imposed by the destination country. Any treatment of these charges will be made clear where applicable.

International customers are responsible for ensuring that products they order can legally be imported into their destination country.

We reserve the right not to offer international delivery for products or destinations where delivery is impractical, restricted or unavailable.

Delivery delays outside our control

Carriers can occasionally experience delays because of circumstances such as severe weather, transport disruption or other operational problems.

Where this happens, we will provide reasonable assistance and investigate where appropriate.

Nothing in this section removes any statutory right you may have where goods are not delivered within an agreed or legally applicable timeframe. UK online sellers are normally required to deliver within 30 days unless a different period has been agreed.

Returns

This Shipping Policy deals with delivery of your order.

For information about:

change-of-mind returns, faulty items, return postage, exchanges and refunds,

please see our Return & Refund Policy.

Customers buying online generally have a statutory cancellation right for qualifying goods, including the right to notify the trader of cancellation within 14 days after receipt.