Contact Us

Frequently asked questions
How do I track my order?
When you place an order with us you will be given an estimated delivery date. If your order has not arrived by this date then please contact us and we will be able to track your order for you. If you have used our DPD next day service you will receive tracking information directly from DPD.
How do I change the engraving on an order I
just placed?
If you have placed an order and notice an error in the engraving details on your order confirmation please contact us on 0344 5678 365 immediately.
How do I return a faulty product?
Please visit our Returns & Warranties page for more information. If you have any further enquiries we can be contacted using the form below.
Delivery queries
Please visit our Delivery page for more information on the services we use. If you have any further enquiries we can be contacted using the form below.
How do I get a VAT receipt?
Contact us using the form below and we will e-mail a PDF copy of your VAT receipt.
My order is being delivered as a gift, will they
receive a copy of the invoice?
When an order is placed with a different billing and delivery address and name, we do not include the pricing details on the invoice. The addresses are still included so the recipient can see who has sent them the gift.
Frequently asked questions
Delivery
How much does delivery cost and when will I receive my item?
Our delivery information can be found here: https://www.gerber-store.co.uk/delivery
How do I track my order?
You will be contacted by the courier with tracking information for your parcel. If you have not received this or would like some help do contact us on +44 (0)344 5678 365 or use the NEED HELP box below to contact us.
Will my order take longer if I would like it engraved?
No, not at all. We do all our personalisation in house so we can have it with you the very next day (in the UK) if you order before 2pm and select Next Day delivery, or whichever delivery method you choose.
What’s the cut off point for next day delivery?
2pm. Please select Next Day Delivery at checkout.(UK orders only)
What couriers do you use for delivery?
All UK orders are sent with Royal Mail, if you select Express or Standard delivery. We use DPD for our next day service and for all battery orders. International orders are processed through our delivery partner – GlobalE and they will let you know which courier will deliver your parcel.
Engraving
How do I change the engraving on an order I have placed?
Please contact us as soon as possible and we may have time to change it, if it has not already been dispatched. Our number is +44 (0) 344 5678 365.
The engraving I want is longer than what you allow – is that possible?
We select the most appropriate character limit to give the best possible result but if you need a little more room we may be able to help. Please use the NEED HELP box below to contact us, with details of the item you want and the message you’d like engraved and we’ll be able to let you know if it’s possible.
Can you engrave a logo?
We can, we will need your logo in an eps or ai file format. There is a small set up charge of £50 to arrange this. Please email us with the product you’d like and your logo – we will contact you to discuss.
Can you engrave my text in a different language?
Yes, if you’d like to check with us before ordering, please use the NEED HELP form below.
Returns and Replacements
How do I return or exchange a product?
For information on returns please click here : https://www.gerber-store.co.uk/returns-warranties All items must be returned in their original packaging.
Can I return an engraved item?
Yes, if you’re not happy with the item we will have it back, even if it has been engraved.
My tool is broken, can you fix it for me?
If you bought it from us here at Gerber store and it’s less than a year old, please contact our customer service team for advice on replacements. If it’s more than a year old, please contact Fiskars, who take care of all warranty issues. You can email them at: ukconsumercare@fiskars.com with a description of the problem and for the quickest resolution, please include photographs of the problem.
Other Questions
I saw something on the website but it’s gone now, do you still sell it?
If an item is out of stock it won’t appear on our website but you may be seeing it on a webpage that’s been stored in your browsing history.
My order is being delivered as a gift, will they receive a copy of the invoice?
When the billing address and delivery address is different the invoice will not show the price. If you are buying for someone at the same address as the billing address the invoice will be included within the delivery box.
Can I place an order over the phone?
We can take your order over the phone, however we will ask you to complete the payment online using a secure link that we will send to your email address. Our phone number is 0344 5678 365 and we are open Monday – Saturday, 9am – 5pm GMT.
Can I have an update on my order?
We aim to process all orders received before 2pm on the same day – you’ll receive email updates from us so that you know when your order has been posted, this shows as ‘Completed’ and you’ll have tracking information for your parcel.
Why are you asking me to verify my age?
If you are purchasing a bladed product we will need to be sure that you are over the age of 18 before sending out your order. To do this, we use AgeChecked, an online secure verification company.
What are the laws around carrying a knife in the UK
Please click here for the laws around carrying a bladed product in the UK: https://www.multi-tool-store.co.uk/knife-age-restrictions
Where are you based? Do you have a shop?
We are based in Cheltenham and are not open to the public but if you would like to collect your parcel directly from us, please contact us on 03445678365.
Can I talk to someone?
Absolutely, we are based in the regency town of Cheltenham Spa and our phone lines are open from 9am until 5pm, Monday to Saturday GMT. Our number is +44(0)344 5678 365 and we’ll be happy to help you.

Gerber-Store

25 Lansdown Estate

Gloucester Road

Cheltenham

GL51 8PL         

NEED HELP?
Drop us a line and we will get back to you!