Frequently Asked Questions - Orders, Delivery & Returns


MAKING AN ORDER

How secure is this web site - can I trust it?

We use a system called Roman Cart for our shopping cart, this is run on a safe and secure system which can be completely trusted.

Additionally, the HTTPS and the LOCK symbol at the bottom of your browser window tells you this is a secure site to order from. You will be able to see this for the whole of the ordering process and while you’re paying for your items.

Where is my order ID number?

You will receive your order ID number via email immediately after you have made your purchase. Please also check your junk mail for this email.

You will need your order number if you want us to check on an order for you, or if you are returning (returns/replacements/refunds) a product via the returns form.

Can I change my delivery address after I have placed my order?

When you place your order, please make sure that you have it sent to an address where the parcel can be signed for. To avoid any additional charges and delay in delivery please make sure your delivery address is correct at the time of ordering.

If you would like to change the address after the order has been dispatched, there is a charge of £7.50 set by our courier.

Is there a JustBBGuns mobile app?

Unfortunately we do not have an app available. However, as our site is completely mobile friendly you can easily access www.justbbguns.co.uk on your smartphone!

How can I contact Just BB Guns?

If you have any queries or require any further information then please call our customer service team who operate from Mon - Friday between 11:00 - 17:00, excluding bank holidays, on: 0208 8904 678. All of our contact information can be found on our contact page.

How do I cancel my order?

We try and process all orders within an hour or two. If you wish to cancel your order please use the contact form paying particular attention to giving us the ORDER ID, and we will endeavour to have it cancelled in time. However, because the processing of orders is so fast, we cannot always guarantee to catch it before it is processed and out of the door.

How can I pay for the items in my shopping cart?

You can pay for your purchases using PayPal, Debit Card or Credit Card. After you have added your items to your basket you will have the option to checkout where you will then select your payment method. All payments are made securely through our shop.

How much is P&P?

Postage & packing costs are dependent on each individual order. It is calculated based on the items you have in your cart. So add one item and you will see the price of your P&P. Please read our delivery costs page for more information.

What do I need to know before ordering a painted gun?

Painted guns can take up to 2 weeks to be processed, painted and delivered to you. If you would like to cancel the order, it has to be done straight away. If the gun has already been sent out to be painted before you have cancelled your order, the order cannot be cancelled.

What are ‘Recon Guns’?

Recon guns are used guns that have been sent back to us as faulty goods. They have been repaired, tested and certified "fit for sale" by our team of technicians before they can be sold on the website. They come with a 7 day guarantee and a 28 day warranty only.

Can I make a black gun order?

We can only supply black guns to registered skirmishers, UKARA members, registered re-enactors, actors and theatre and film companies. We do require the correct membership details provided for players or the company registration details for the film or theatre company. We need to check the information is correct before we can send your order out. If the correct information is not provided or the information given is false, your order will be cancelled and you will be charged a 20% handling fee for our troubles.


DELIVERY

Why has my gun been delivered without a laser?

We currently have a licensing issue with some of the lasers supplied with our guns. Until we can resolve this issue with our supplier, we are not supplying lasers with any of our guns. We apologise for any inconvenience this may cause.

If you purchased a gun and it was meant to have a laser, we will let you know soon how you can claim your free laser, once the situation is resolved. We do not yet have a date when the laser can be issued. If you do write to us about this, we can only direct you to this text as we sadly have no further information on the subject.

Do I need to include additional delivery information?

Please make sure that the additional information supplied is clear for the delivery driver. Please also make sure that, if it being left in a "safe place", that the place is secure.

We cannot take responsibility for items that are lost/stolen when requesting them to be left in a "safe place".

How long will it take for my order to arrive?

Most orders take 1-2 working days to arrive at your doorstep. Sometimes, based on your location, it can be 2-3 working days.

If you order on a late Thursday or Friday, you probably will not get it until the Monday. During holiday times, there can be a delay in orders being dispatched/delivered but it should be no more than an extra day. This is also the case for the lead up to Christmas. If you don't receive your order within 3-4 working days we would suggest you contact us about it - stating the Order ID.

When will my parcel arrive?

Deliveries are NOT made on Weekends or Bank Holidays.

What do I need to know about postage and packing?

The postage and packaging is dependant on the items you buy. To find out what your P&P costs are, add your item to the basket and then click "Checkout", you will see your total costs, including postage.

Every parcel (delivery) has full tracking on it, meaning it is 100% safe and monitored. All deliveries must be signed on delivery to prove that the parcel was delivered "Next Day" on all parcel for shipping anywhere in mainland UK.

If you are not in when your delivery is attempted your parcel will either be given to a neighbour or taken to a UK Mail depot. You can then collect your parcel from the depot or rearrange delivery.

JustBBGuns and our UK Mail service only operates on weekdays and NOT at the weekends. UK Mail only offer next day delivery. Therefore if you purchase on Friday before 3pm, your item should be delivered Monday, or Tuesday at the latest.

Only other way to guarantee it gets there is Royal Mail which is more expensive than UK Mail. 50% of our products are heavy and bulky - too much for Royal Mail to handle.

If you contact us asking about your order, delivery times of your order, lateness etc - please ensure you tell us your ORDER ID so we can look into it properly for you.

What happens if my item is sent back to you because of failed delivery attempts?

UK Mail will try to deliver your order on 2 consecutive days. They will card each attempt and there will be a record on their online tracking service. If no-one is home to sign for the order, they will keep your item at the depot for up to 5 days. You will need to contact them to rearrange delivery.

If you have not done this, your order will be sent back to us. Once we receive the order back here, we will refund the cost of the items ONLY. We will not be able to refund the shipping cost as this is charged by UK Mail.

If you would like the order sent out again to you, you will need to pay the shipping cost again along with the items ordered.

What happens if my order is incomplete or incorrect?

We ask all customers to please check their orders as soon as it arrives. We will only be able to address any outstanding items on your order within a few days of your delivery date.

Any incorrect orders need to be bought to our attention straight away so we can rectify these for you. If your order is incomplete or incorrect please contact us immediately


RETURNS

Can I return my product/s if I am not happy with?

We try and make sure that all our products are delivered to you in the best quality possible. If your delivery is faulty/broken then you may return the product to us - you are within your right to request a refund or replacement if you are not happy with your product.

Click the Returns Form link on the left of any web page here (where is this? link?), and provide us with details of your product and the faults. If it is just the magazine that is faulty and the gun is fine, you may return just the magazine. Always give us plenty of details about the fault, and if it is just a magazine you are sending, tell us the name of the gun.

You must send send your faulty or damaged item to the invoiced address with the return ID number - without this number your BB Gun may end up lost within our warehouse and your returns will not be processed. We can only accept Returns that are sent via our Returns form (link?) with a Returns ID number attached to it.

You can only return a product for these reasons:
- Your product is faulty and within 28 days of delivery for a replacement.
- Your product is unopened and within 7 days of delivery for a full refund.

How do I reclaim postage costs on my return?

When you return an item to us, you may claim your postage costs too, which will be sent to you via the credit note system. Please follow these steps to reclaim postage costs:

You must post your product back to us with recorded delivery so we are able to track them.


ONCE YOUR GUN HAS ARRIVED

How long is the warranty for my gun?

All items on the website have a 28 day warranty. If your product is faulty, you must return the item before the end of your warranty period.

Why don’t I have the operator manual for my bb gun?

More and more of our guns no longer come with operator manuals. As a useful alternative, we are now creating PDFs on the website for all of our products. More info coming soon.

What should I do if my Airsoft BB Gun is jammed?

To clear a jammed BB pellet from the barrel of your BB gun use the unblocking tool or unjamming rod. First remove the magazine and switch off the safety. Push the rod gently down the barrel to loosen the bb. Never look down the barrel to view the jammed BB. For best results spray or drop airsoft silicon lubricant into the barrel.

If you attempt to or remove the barrel or open your BB gun, your 28 day warranty will become invalid.

Never use cheap BB pellets. The use of poor quality, low grade BB pellets may cause damage to your gun and will invalidate the warranty.