Help, answers and advice from Gustharts.
Find quick answers about delivery, international shipping, tracking, returns, VAT, secure payments, store visits and product support when shopping with Gustharts.
Shipping, tracking and delivery changes.
Refund returns and returns form guidance.
Payment security and order support.
Speak to our team before or after ordering.
Popular questions
These are some of the most common questions customers ask before ordering arborist equipment, STIHL machinery, PPE, climbing gear and forestry tools from Gustharts.
Speak to the Gustharts team.
If you cannot find the answer below, our team can help with orders, delivery, sizing, product choice, STIHL machinery, spare parts and arborist equipment advice.
Frequently asked questions
Open each section below to find answers about delivery, orders, returns, payments and product support.
Delivery & International Shipping
Do you ship to my country?
We ship to many countries worldwide. Add your products to basket and enter your delivery country at checkout to see the available shipping options.
How much is postage?
Postage is calculated at checkout based on destination, parcel size, weight and the delivery service selected. UK customers can receive Free UK Delivery Over £75 on eligible orders.
How long will my order take to arrive?
UK delivery options may include Next Day Delivery or standard delivery depending on the service selected. International orders are typically received within 7-14 days, but customs and duties processing can take longer.
Can I track my order?
Yes. When your order is despatched, you should receive an email or SMS with tracking details. You may also be able to view delivery details through your account.
Orders, Changes & Delivery Requirements
Can I cancel my order?
If you need to cancel an order, contact us as soon as possible before the order has been shipped. If the order has not been despatched, we can cancel it and refund you.
I have made a mistake or need to change my order. What should I do?
Contact us as soon as possible. If your parcel has not been despatched, we will do our best to make the required changes. If adding items, we may need to take an additional payment.
Can I change my delivery requirements?
Once your parcel has been despatched, DPD Predict and Royal Mail may provide delivery options by email or text. Available options depend on the courier service and your area.
What happens if I am out when Royal Mail deliver?
Royal Mail may offer re-delivery to your address, delivery to another address in your postcode area, or delivery to your local Post Office branch.
Payments & Price Matching
Is my payment secure?
Yes. Gustharts is powered by Shopify, and Shopify stores are PCI compliant by default to help keep payment information and customer data secure.
Do you price match?
We try to keep prices competitive and may consider price match requests. We cannot refund an order to match another website once the order has been placed, processed or despatched.
Returns & Refunds
What is your returns policy?
Please visit our Returns & Refunds page for the latest return instructions, Royal Mail prepaid label details and replacement returns form.
Do you offer exchanges?
No. We do not offer an exchange service. If you need a different size, colour or item, please place a new order and return the original item for a refund.
Contact & Store Visits
How do I contact Gustharts?
You can email us at onlinesales@gustharts.com or call us on +44 1670 789701.
Do you have a store I can visit?
Yes. We are based just outside Newcastle upon Tyne. In store, our team can help with product advice, clothing sizing and climbing equipment. You can even test harnesses on our in-store tree.
VAT & Certificates
Do I need to pay VAT?
UK customers normally pay VAT. Some protective boots and helmets may be VAT exempt when purchased for personal use. If buying for an employee, VAT should be handled in accordance with VAT Notice 701/23.
If your country is VAT exempt, this may be detected when setting up an online account. For some countries, a VAT number may be required.
Will I receive a certificate of conformity with my goods?
Safety equipment is supplied with manufacturer literature where applicable, outlining the certifications the product adheres to. We do not sell products that are unsuitable for use within the UK and Europe.