Hi and thanks for your interest. Everything below might sound a bit draconian or at odds with modern customer service but the reality of a one man operation in a made to order environment means i operate slightly different to larger companies. My overwhelming aim is to get your order out as soon as possible. Dont be afraid to get in touch. Im an easy going guy, i just try to stay laser focussed on the sewing.
1 - Do you do custom work?
No im afraid not. Although its something i enjoy i just dont have the time to do it plus its really disruptive to pattern efficiency to start cutting random patterns from the fabric. I do not reply to mails seeking custom work.
2 - What is the dispatch time?
Generally 5 - 7 working days. I know it says in stock but its a stock managed website so i have to enter stock in order that you can buy. The gear is worth the wait! Spring is always bedlam and i can be outside this by a few days. If your stuff is throw in a box like pack liners, clips etc then ill have that out in the next available post run. Analogy - basically its like the Guiness, good things will come. If you want Carling there's plenty on Ebay or Etsy :)
3 - Id like to add something to my order, can you do this?
No sadly once an order is placed its not possible to edit it so you will need to place a new one. I don't have the time to manually edit or refund partial amounts or consolidate anything. I only accept payment via the website. I cant promise to include a new order in the same package as the original as i tend to process things in the order they are received to be fair to all customers. I will try my best if its something that doesn't require making or is quick to make
4 - Where do you post?
I post pretty much everywhere there is a reliable postal system. Overseas orders are capped at a max of £5 no matter what you order and are sent tracked If over £50. Orders under £50 dont come with tracking, but do come with delivery confirmation. Tracking details for international eligible orders (over £50) will be sent directly by royal mail. Basic international postage options only come with delivery confirmation but its a reliable service. Things to AU and NZ seem take the most time. There was a time when id get reliable 5 day door to door but that was before the world went mental. EU minimum order is £136 due to post brexit VAT rules. I dont like it but i cant register for VAT in the EU to send smaller orders as its not practical for a tiny outfit like me. I operate just below the VAT threshold so nobody is charged VAT. AU and USA have healthy VAT and duty free allowances for their citizens so you are unlikely to pay any import. EU import fees will add VAT and duty if applicable and you will pay the amount due to release it from customs prison. I do ship to UK based shipping forwarders if that makes more sense for you
5 - Ive never heard of you before, is my money safe?
Ive been doing this for well over 10 years now so. If you google around you should only find good experiences. Im on ebay (treadlitegear) and have nearly 9000 positive feedbacks. In summary my integrity is important to me and i like happy customers. Happy customers talk about their gear and experiences and as i dont really advertise, word of mouth is my biggest sales driver.
6 - Can i return items i dont like or have a problem with?
Yes of course, i comply fully with relevant retail law. You can return something for any reason if not happy. The only thing that is annoying is if you buy an item designed for a specific use and then push it back to me because it didnt fit something else you hoped it would. I'll still accept it back though :)., Serial returners will be dropped, not because im mean, but, as payment gateways no longer refund processing fees, and i dont sell returned items as new. This can rack up the costs and it wastes the time of other customers.
7 - My order status says new, Is this normal
Yes perfectly normal. It will stay new until you get your dispatch email
8 - Comms
If you need to speak to me in office hours telephone is your best bet as i cant type and sew. I can also impart information much faster compared to email ping pong and hey, its nice to hear a human voice. If you do email ill likely come back to you after work. If i do reply in office hours then dont be offended if my message is short and to the point. The internet can give the impression that small companies like mine are far bigger but im one guy and i cover all roles. I love my job but there are only so many hours i can work before higher authority drags me out. I dont like confrontation so if you arrive in my inbox with attitude, i wont debate you, ill just refund you and move on. I dont do news letters and i wont contact you other than regarding an order. I post new things to Insta and Facebook so if you want to know whats new or coming soon then thats the best place. Please try and keep comms via the website. If i start answering on facebook, whatsapp or insta messages, things can fall through the cracks. My email inbox takes primacy and i dont check socials every day. My phone has no notifications for anything so i only see if i go check.
9 - If things go wrong
If something goes wrong its usually royal mail. I post mostly large letter 24 and as and as has been covered widely in the news RM is all aboiut parcels so sometimes 24 gets there in 24 and sometimes it takes a holiday on the way. 99.9% will get there just fine but if they dont, ive got your back. All business post gets a scan and GPS delivery co-ordinates. If its a me problem and ive given something the friday afternoon treatment then dont sit in silence. I do make mistakes and i will own them.
10 - sustainability
My workshop is solar powered year round. Sewing machines use very little energy so it doesnt take much. I use recycled cardboard strong boxes for all items. Please reuse them if you can. I will use goods inwards boxes to send out orders too. I do not include plastics. If your item is components like clips they will be in a bio film compostable bag. Adhesive patches go in craft paper bags. All other stuff will be loose. I do not include pamphlets, flyers, business cards saying made with love, made from sunshine, artisan designed or other trite twaddle thats going in the bin. I produce one black bag of non recyled rubish per month. All my DCF is zero waste. I use tapes down to 6mm so i can get the best out of it. I dont run a vehicle. I have an ecargo bike but most days ill walk post down on my lunch break. In summary i do what i can within commercial reality. Im still looking for a good fully recyclable tape for sealing boxes but ive not found one thats up to the job yet. Most of the above is just common sense that has benefits for the business, you and the planet.
11 - sales and discounts.
I dont have black friday or sales of any type. I dont offer discount codes other than for contributing community members of Trek Lite forum (10%) and an ultralight UK FB group (10%). You will occasionally see specials or short run items which may be value but i think my pricing is competitive.
12 - Business to Business
I dont offer commercial supply, i just dont have the margins or capacity to do it. Depending on the item i may be able to offer group buy discount for forums, groups, clubs etc. It wont be on complex builds like chest packs or packing cells but i might manage it for instance on lanterns or peg bags. Stuff thats relitively efficient to pattern and make.
13 - Fabric supply
I cant offer raw fabric. For a maker, selling your raw materials is like burning money. I also get a lot of people contacting me asking for sourcing information on different items. I wont reveal my supplier list. My work is copied all over the world and sourcing is where you gain the commercial edge.
14 - Social Media Collaboration
I watch youtube and have recently started engaging more with a couple of channels. I wont respond to mails for collaboration or free stuff to review. If i like your ethos and production values, ill reach out if ive got something new that could beneft from testing and a different view to my own. I also have to be careful not to over publicise as if orders run riot im going to be in the hurt locker. In summary im an organic type of person. Ive never placed a paid add for the company. I like to let the gear talk for itself but ive enjoyed my recent experience with a small channel. Its nice to have other creative input
15 - This gear is expensive do you offer cheaper alternatives?
working on something for my next fabric order so stay tuned
15 - Can you make me a rucksack?
No its not something i can offer but if you are looking for a UK maker then check out Atom Packs
