FAQs

Why is my password not being accepted?

We're very sorry that there seems to be a problem with your password. Please re-set your password through the My Account section on the website. A new password will be emailed to you, which can be changed to something more memorable next time you login.

My new password is not working, what should I do?

Please ensure you have copied and pasted the new temporary password from the email we sent you. The password is case sensitive and on occasions doesn't work if typed in manually. If the password set no longer works, please click on "forgotten password" and a new password will be sent to you in an email. Please copy and paste the password issued to you (ensuring no gaps are either side as it is case sensitive). You can then change your password to something more memorable when you are successfully logged into your account.

What if I forget my password?

Don't worry, we will still have your email address and other details saved in our system. Please go to the 'My Account' section on the website, enter your email address and select the forgotten password option. A temporary password will be sent to you via email, which can be changed to something more memorable next time you log in to your account.

Can I buy a Gift Card online?

No. Regrettably gift cards are not available to purchase via our internet site at the moment.

Can I use my Gift Card online?

No - not at the moment although we are working towards this in the future.

Can I make changes to my order?

No - once your order has been placed and accepted into our system then I'm afraid we are unable to make any changes.

Can I reserve online and collect in store?

No, not at the moment, although we are looking to provide this service in the future.

What methods of payment do you accept?

You can pay using your credit or debit card that either is a VISA, Master Card, Switch, Maestro, Delta, or American Express card. It is imperative that you provide the cardholder's name as it is shown on the card, and address exactly as it appears on the card statement.

Are online prices the same as in your stores?

On occasion, the prices payable and promotions offered in respect of goods advertised on the website may differ from those prices and promotions offered at the same time in our Millets stores. We do this from time to time in order to attract customers to our different shopping channels.

How do I cancel my order under the Distance Selling Regulations?

Why is my payment not being accepted?

If you are facing errors on the payment screen and are using a valid credit card, please ensure you have done the following: 1. You have selected the correct payment method 2. You have entered the card number ensuring no gaps 3. You have entered the start date and issue number (if applicable) 4. You have ensured the billing address is a correct match to the card If you are still having problems with our checkout, please do not hesitate to email us and we will endeavour to help you further. Please check with your card provider that the attempted payment has not resulted in funds being held in error.

Why is the sale of certain knives restricted?

I want to purchase bulk items, can I get a discount?

Please email us with details of the items you require including quantities so that we can check availability and get back to you with the best possible price.

I am looking for an item on your website but it is not listed, can I order it from you?

If the item you require is not listed on our website then you will not be able to place an order for home delivery although we add products to the site frequently so please keep checking! You may also contact your local store to order item/s (subject to availablity) or send us an email with details of the item you require and we'll do our best to help you.

How do I use a discount code?

Once you have added items to your shopping basket you may select a delivery method and then enter your discount code before continuing through to the checkout. Please ensure you enter the code correctly and then click "Apply". This should refresh the basket page and display the discount. If the code is not valid a red message will appear at the top of the page and the discount will not be applied.

How do I place an order?

Placing an order with millets.co.uk is easy. Here are the steps you need to follow to place an order:

• Find the items you want
• Add the items to your shopping basket
• Proceed to checkout
• Sign in
• Enter a delivery address
• Provide payment information
• Review and place your order

Have you received my order?

How will I know when my order has been received?

Once you have completed the checkout process you will be given an order reference number and we will send you a confirmation email to the email address that you provided at the time of the order. The email will detail your order that you have placed with the order reference number, products and total order value. It is important that you retain the order reference number to ensure that we can resolve any queries that you may have about your order quickly.

How do I find out about sizes?

To follow our measuring tips and use our size charts please consult our 'Size Guide'

Please note that we are in the process of updating the information to include a more comprehensive range of brands and accessories, so watch this space!

When will I receive my refund?

Please allow up to 21 days to receive a refund for item/s returned to our Returns Centre.

What does 'Processing' mean?

If your order status is "Processing" this means that we have received your order and that it is waiting to be picked and dispatched by our Internet Team.

How can I pay for my goods?

You can pay using either credit or debit card either online or over the telephone. We currently accept Visa, Visa Delta, Mastercard, Switch/Maestro and Amercian Express. We are signed up to the Verified by Visa and Mastercard Secure schemes, which provide extra protection for you when shopping online. For full details see our Privacy Policy.

Do you offer VAT free shopping?

No. All our prices are inclusive of VAT. However we are able to provide a VAT receipt upon request. Please e-mail us with your order number and we will arrange for your VAT receipt to be posted to you.

How do I find and order items?

1. Sign in
2. Enter a delivery address
3. Provide payment information
4. Review and place your order

Alternatively you may order over the telephone by calling 0844 2572079. Our order team will be happy to help you choose products and complete your order.

When will I be charged for my order?

When your order is accepted and you have received an e-mail to confirm your order details, we will take payment immediately.

Do I need to register to shop online?

No, you can shop at millets.co.uk without needing to register. If you choose not to register, we will not hold your details for any reason other than the purpose of your transaction. For further transactions you will need to tell us your details again. However, registering will enable you to track your orders online, view your full order history, update your personal details, manage your address book and change your payment details, all in one secure area. You will also be able to purchase more quickly and easily if you're logged in.

Can you provide a VAT receipt?

Yes. Please e-mail us with your order number and we will arrange to send your VAT receipt in the post to you.

Am I charged for the items as soon as I order them?

No - we will only charge you once your order is despatched.

Can I close my online account?

Yes, just e-mail us with your full name and e-mail address and we will close your account.

What delivery services do you offer?

We offer Standard Delivery, Next Day Delivery and Free Delivery to Store.

Do you deliver overseas or to BFPO addresses?

International and BFPO delivery are on the way, but not just yet.

Do you deliver to the Channel Islands?

Yes, simply enter your Jersey/Guernsey address at the checkout stage and we’ll deliver your order on a standard delivery service.

How long does delivery take?

Standard Delivery – 3-5 days (Orders delivered Mon-Fri).
Next Day Delivery – Next day for orders placed before 9pm Mon-Fri or 3pm Sunday.
Free Delivery to Store – Timescales vary depending on the store you select. Please contact our Customer Service Team for more information.

How much is delivery?

Standard Delivery - £3.99 or FREE on orders over £50*
Next Day Delivery - £5.99 or FREE on orders over £100*
Free Delivery to Store – FREE

* These charges may vary from time to time with promotional offers.

How do you deliver?

The carrier we use to deliver your parcel depends on its contents, value and weight.
All of our carriers will attempt a delivery at your front door before opting to leave the order with a neighbour, leave it in a safe place or take it back to the depot. In all cases of a failed delivery attempt, they will leave a card to let you know what they’ve done.

Can parcels be left in a safe place?

Yes, although this does depend on the value of your order and the courier’s personal judgement on how appropriate this method of delivery is for each delivery attempt.

Can I track my order?

Yes! Simply follow the link in your dispatch email and our carrier will show you where they’re up to with your delivery.

Are there exceptions to your delivery services?

We can deliver Standard Delivery orders to the whole of the UK; however the following postcode areas are excluded from Next Day Delivery and will be sent on a Standard Service:
AB, B5, B24, BA1, BD4, BN15, BS1-2, BS6, BS8, BT, CA4-9, CA10-22, CH3, CV9, DD, DG3-9, DN7, EH34-35, FK1, FK14, FK17-21, G41, G51-52, G63, G83, GY, HS, IM, IV, JE, KA3, KA18, KA27-28, KW, KY1, KY9, LA20-23LL15, NE66, NE69, NE70-71, NW2, NW6, NW10, PA20-38, PA42-47, PA60-61, PA70-80, PE3, PH, PR3, SA11, SK9, TD1-5, TD9, TR21-25, W3, ZE.

Although they are sent to our courier with the request of a Next Day Delivery service, we are sorry to say that we cannot guarantee Next Day Delivery to business addresses.

Free Delivery to Store applies to all stores except those outside of the UK and within Airports or other passenger terminals where public access without travel is not available.

Where is my order?

Remember that Standard Delivery orders usually take 3-5 days for delivery.

You can track your order online using our tracking service. Simply follow the link in your dispatch email or the My Account section of the website and our carrier will show you where they’re up to with your delivery.

In the unlikely event that there’s a problem with your order, we will contact you either by phone or email to let you know, however if there is something you’d like to discuss please feel free to contact our Customer Service Team.

I received my item but it was damaged, what do I do?

We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you.

I received my item but it’s faulty, what do I do?

We’re really sorry about that! Please follow the instructions on your delivery note on how to return your order back to our Warehouse and our Returns Team will look into the problem for you. Alternatively, you can return your order to one of our stores. Use our Store Finder to locate your nearest branch and take your delivery note with you so a member of our Retail Team can assist you further.

If you’d like to discuss your faulty item beforehand, please contact our Customer Service Team.

You sent me the wrong item

We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you.

How do I check stock in your stores?

To check availability against a specific product please feel free to call the store directly, who are normally happy to reserve items for a limited time.

Where is my local store?

For local store contact details and opening hours please use our store finder section on the website.

Do you have any stores overseas?

No, all our stores are within the UK. For details of our stores and opening times please use the Store Finder on our website.

Where can I check store opening times?

Please use our 'Store Finder' to search for local stores and opening times.

Can I phone my local store to place an order?

No - our stores are not set up to process credit/debit card payments over the telephone and are therefore unable to send item/s directly to our customers or to other stores.

How do I return an item I have purchased?

Going to your local Millets store...

Will you refund my delivery charge?

The delivery charge is non-refundable except where goods are faulty or in cases where the order was cancelled under the UK Distance Selling Regulations.

What if my item becomes faulty?

If you are concerned that your item may be faulty please let us know straight away by taking the item into your local Millets store or by contacting our customer care team. We will try and resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover a problem.

Can I return an item I bought online to one of your stores?

Yes, you can take your item back to any Millets store for a refund or exchange but must present the delivery note as proof of purchase.

Can I exchange an item?

You may exchange an item by returning it to any store. Please use our 'Store Finder' for local store details and opening hours. We are sorry to say that we are unable to exchange items that are returned by post to our returns centre

How do I receive my refund?

If you placed an order online and returned items via our Returns Centre, then your refund will be made to the same debit/credit card that you used to place the order, usually within 7 days of receipt of the goods.

Do you offer free returns?

We offer free in-store returns although we are sorry to say that we are not able to provide free postal returns at this time. Please see our Returns Policy for full details.

I have a faulty item but I'm travelling abroad - is there anything I can do?

Yes. We advise that you get in touch with customer services as soon as you encounter a problem. We are unable to exchange or refund a faulty item without it being returned to our Returns Centre or to one of our stores, however we can give you advice on what to do when you return to the UK. In this circumstance please contact us by email.

Do you use Collect+ for returns?

Yes, for full details on how Collect+ works and how to access their services for Millets please refer to our Returns Policy page on the website. Please note that you may only use Collect+ to return items purchased online or over the phone. Items purchased in store must be returned to a UK store as per our normal Returns Policy.

You have refunded the incorrect amount, what do I do?

If you feel that we have processed your refund incorrectly, please contact us with your order details so we can investigate and sort out any problem as soon as possible. However please also consider the following:

• Your delivery charge is non-refundable except where goods are faulty, we have sent you the wrong item or you cancelled the order under the Distance Selling Regulations.
  
• If your orginial purchase was part of a multibuy promotion e.g. "buy one get second half price", and you have returned one item or part of the original multibuy offer, then you will be charged full price for the remaining items, which will be reflected in the amount we refund you.
  

How do I return a large item?

You can book a collection by calling the Customer Service team on 0844 2572079. The following charges will apply for collections: £8 for items under 25kg or £15 for items over 25kg.

How do I return my tent?

If you are concerned that your tent could be faulty, then please contact us on 0844 2572079 in the first instance to discuss details.

Can I track my refund online?

No, we do not have refund tracking online at the moment, however you will receive an e-mail when your refund has been processed, which is usually within 7 days from receipt of the goods.

What is your criteria for writing a product review?

We ask that you post a review that will be relevant for the lifetime of the product. We often edit (i.e. shorten) reviews to remove the following:

Are my personal details secure?

We use the latest technology to ensure that all personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside of Blacks Outdoor Retail Ltd, although our Customer Advisors may hold your data so that your details and order can be processed and your account maintained. Please see our Privacy Policy for more details.

Is your website secure?

Your security is one of our top priorities. Whenever you log on to the site you should see a padlock symbol at the bottom of your web browser on the secure parts of our site. (Please note that the padlock will only appear on some web browsers). The URL will also start with "https://". You can therefore be confident that you are shopping in a secure environment.

Do you offer a student discount?

If you are a student who has registered on the Millets website with a valid email address ending in .ac.uk you will automatically receive 10% off your order at the checkout.

Can I buy replacement tent poles?

We do not sell replacement sets of poles for every model of tent. However you can purchase a tent pole repair kit either in store or from our website (subject to availability).

• 7 individual pole sections
• shock cord
• threading wire
• spare metal ends and connectors

Do you offer a discount to Duke of Edinburgh participants?

Yes, all our stores give D of E participants a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

How do I wash my down jacket?

Periodical cleaning of down products is essential to maintain maximum loft and long life. Annual cleaning for products used occasionally is suitable, however, a down product should be cleaned after 30-45 days of continual use.

Do you offer Scout Discount?

Yes, all our stores give Scouts a 10% discount off full price items upon production of one of the following:

• Membership Card
• Leader Warrant Card
• Neckerchief/Scarf

Do you offer a discount to the Police?

Yes, all our stores give the Police a 10% discount off full price items upon production of a valid warrant card. The discount cannot be applied online, however if you place an order over the phone and quote your warrant card number, our customer service team will apply the discount to your order.

How do I get in touch with customer services?

If your question is not listed on our help centre then please feel free to e-mail customercare@millets.co.uk or if you would rather talk to us then call on 0844 2572079.

Do you offer a discount to Duke of Edinburgh leaders?

Yes, all our stores give D of E leaders a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

Do you offer a discount to Girl Guides?

Yes, all our stores give Girl Guides a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

Do you repair tent poles?

We are not able to repair poles however we sell tent pole repair kits both online and in our stores.

Do you offer a discount to the Ramblers Association?

Yes, all our stores give Ramblers a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

Do you have any vacancies?

Please visit our site recruitment website www.blacksisthenewblack.com for a list of current Head Office and Store Management vacancies. You'll need to go to your nearest store to apply for a Sales Associate or Supervisory role.

Do you offer a discount to RSPB members?

Yes, all our stores give RSPB members a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

Do you offer sponsorship?

If you would like Millets to sponsor your charitable event then please send the details in writing to the address below. Please note that we receive a high volume of requests and would suggest that you allow up to 28 days for a response. Millets Customer Service Department, Blacks Outdoor Retail Ltd, Hollinsbrook Way, Pilsworth, Bury, Lancashire, BL9 8RR..

Do you offer a discount to the Armed Forces?

Yes, all our stores give the Armed Forces a 10% discount off full price items upon production of a valid MOD card. The discount cannot be applied online, however if you place an order over the phone and quote your MOD number, our customer service team will apply the discount to your order.

Do you offer YHA Discount?

Yes, all our stores give YHA members a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

Do you offer a repair service?

Our store team may be able to recommend a local repair company, or we would suggest that you contact Lancashire Sports Repairs (LSR).

How do I wash my sleeping bag?

• Remove light soiling with a soft brush or damp cloth
• Gentle machine wash at 40 degrees
• Use detergent sparingly (1/2 normal amount per wash)
• Ensure that bag is rinsed thoroughly
• Air or cool tumble dry (below 40 degrees)
• Do not ring
• Do not use fabric softner
• Do not use a top-loading machine
• Do not dry clean.

Do you offer a discount to Camping & Caravanning Club members?

Yes, all our stores give members a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

Can I order by phone?

Yes, please call us on 0844 2572079 to speak with one of our Customer Advisors, who will be happy to take your order and advise you about our products.

How long until I receive a reply to my email?

We aim to contact you within 48 hours of receiving your e-mail.

What is Gore-Tex?

Gore-Tex fabric provides the best combination of waterproofing, breathability, windproofing and durability available. It is a very thin microporous polymeric film of polytetrafluoroethylene (PTFE) that is durably bonded to a wide range of shell fabrics for outerwear and footwear. Each pore is 20,000 times smaller than a drop of water, but 7,000 times larger than a molecule of water vapour so it prevents water getting in but allows water vapour (perspiration) to escape.

How do I keep up with the latest offers and promotions?

Click here to subscribe to our latest offers, news and promotions.

What does breathable mean?

It is a fabric construction that permits moist air to escape but does not allow water in. The most widely used breathable fabric is Goretex but other fabrics are available.

Do you offer a discount to Ski Club of Great Britain members?

Yes, all our stores give Ski Club members a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

What is DEET?

The technical name is Diethyl-m-toluamide. The ingredient is used in repellants to deter flying insects and is very effective. This product may damage varnish and polyester fabrics.

Do you offer a discount to RNLI members?

Yes, all our stores give RNLI members a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

How do I get my boots repaired?

We recommend that you contact Lancashire Sports Repairs. Their services include eyelet repairs, stitching and re-soles.

When are your phone lines open?

8am until 8pm Monday-Friday (excluding public holidays)

How long until I receive a reply to my letter?

We aim to contact you within 7 days from the receipt of your letter. If you have not heard from us and would like to chase progress, please feel free to 'contact us'

Do you stock a natural insect repellent?

We do, it is produced by a company called Life Systems and is formulated from a derivative of the Lemon eucalyptus plant. It is called Natural Plus and has been scientifically tested against flying insects. The protection will last up to 10 hours.

Do you have an ethical sourcing policy?

Millets take their responsibilities very seriously when it comes to working with suppliers that employ a fair work ethic. We enforce a strict code of conduct to ensure that the people involved in producing our products are treated humanely, are given good working conditions in a safe environment. We expect all our business partners to operate on the same principles.

What is your address?

Please use the following address for queries and complaints:

Millets, Blacks Outdoor Retail Ltd, Hollinsbrook Way, Pilsworth, Bury, Lancashire, BL9 8RR.

My discount code is not working?

Try hitting the refresh button after you have entered the code and clicked to apply the discount. If you are still having a problem and have obtained a discount code from a third party then it is possible that the offer or discount has expired.

What is eVent fabric?

It is a waterproof barrier using proprietary and patented dry system, allowing perspiration to dissipate and vent without saturating the inside of the fabric.

What are pitzips?

These are zippered openings in the armpits, allowing the ventilation of increased body heat during exercise.

Why have I not received a newsletter since I subscribed?

Please try again by visiting the website and entering your email address in the box located at the bottom of the homepage and then just click to sign up!

What are the recommendations for Backpack capacity?

Most backpacks are measured in litres. Choose up to 35 litres for single day use, 35-50 litres for ramblers and 50+ litres for longer expeditions.

Do you offer a discount to the British Mountaineering Council (BMC)?

Yes, all our stores give BMC members a 10% discount off full price items upon production of a valid membership card. The discount cannot be applied online, however if you place an order over the phone and quote your membership number, our customer service team will apply the discount to your order.

What is ripstop nylon?

This is specially reinforced fabric, meaning a small snag in the material won't turn into a large tear.

What is UV protection?

A fabric treatment that adds UV cutting agents to help reduce harmful UV radiation from the sun.

What is anti-bacterial treatment?

It is a special coating applied to fabric to help prevent mould forming.

What are the benefits of layering?

Wearing several layers of clothing allows you to adapt to the environment by adding or subtracting layers. 1st layer is for comfort and insulation, middle layer provides bulk insulation, the outer layer blocks wind and repels rain.