FAQ
GENERAL INFO
How safe is the FLY SHOP Europe's website?
Can I shop with confidence? Our website complies with industry standards through SSL (Secure Socket Layer) encryption (we have a valid GeoTrust certificate), meaning personal information such as your name, address and password (if you have an account) are encrypted before they’re transferred from your computer to our website. You’ll also see a padlock symbol in your browser’s address bar that shows that the website is secure. We do NOT store any payment details such as credit or debit card numbers on our systems, and all payment processing is provided in a secure environment by our payment partner, Braintree, who conform to all PCI DSS compliance standards.
To read our genuine customer service reviews please visit our profile on Trustpilot here.
How to contact us?
We are available between 8.30 am and 18.30 pm, Monday to Friday (excluding Bank Holidays). If you have any queries please do email us at info@flyshopeurope.com or fill out the form on the 'Contact Us' section of the website. If you would like to speak to us directly do please call on +421915758834. If your enquiry is related to an order you have placed, please make sure you include your Order Number on the email you send or you quote it by phone, so we can deal with it efficiently.
Do you have a newsletter I can sign up to?
Yes, sure. Click on this link and be kept up-to-date with new product launches and other general information. If later you want to stop receiving the newsletter just click on the 'unsubscribe from the list' link at the bottom of the emails we send you. Newsletter form can be also found at the bottom of each webpage (look for blue section).
FLY SHOP Europe website seems not to be working?
If you have trouble using our website or paying for products, first check if you’ve installed the latest update to your operating system, browser, etc. If you’re then still experiencing issues, please send an email to info@flyshopeurope.com. If an error message appeared on the screen, it would really help if you could take a screen shot.
I am a fly fishing shop dealer and would like to open a dealership (B2B) account?
Some of the products (e.g. fishing flies) may be available for dealers. Please send you inquiry to info@flyshopeurope.com.
Do I need to create an account to buy from your website?
No, you can checkout using a guest account. However, registering is a quick and simple process and has its own benefits! (manage, monitor past/actual orders, create wishlists, etc.)
Can I close my account?
Yes, definitely. If you would like to close your account, please send email to info@flyshopeurope.com.
PAYMENTS & DELIVERY
How do I pay for my order?
We accept all major credit cards such as Visa, Mastercard, Visa Debit, American Express, etc. You can also choose to pay via PayPal, Google Pay, Apple Pay or send money via bank wire. We can’t accept payment by cheque. Whole payment process is SSL secured and we are using a reputable payment gateway provider (Braintree, a Paypal company).
I’m having problems making payment. What should I do?
If you are having problems making a payment, please call +421915758834 or send email to info@flyshopeurope.com, quoting your order reference number. If your payment was declined please check that you entered all of your card details correctly.
I suspect that someone has fraudulently used my card to order from your website. What should I do?
Please contact us at info@flyshopeurope.com and your credit card company at the earliest opportunity.
What are your delivery charges?
Complete detail country by country information can be found here.
How long does the delivery take?
Delivery time depends on the country where order is shipped. We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Delivery time for Europe varies and is usually between 1 - 10 working days. Delivery time for World is usually between 5 - 21 days. For some remote destinations, delivery time might be longer. We will notify you about the the delivery time upon your order. Fast courier service (DHL Express) takes approx. 1-4 days and depends on destination where the products are shipped. Please note, these delivery times are only estimates and can change due to unforeseen circumstances which are outside of our control.
What is the policy on returns & refunds?
If you aren't completely satisfied with your purchase, you may return it for a full refund within 14 days as long as it's in sellable condition (unused, clean, undamaged, all packaging intact. Basically just how you received it). Proof of purchase is required for all returns, so please include a copy of your original invoice. If a product is returned in unsellable condition we will ship the product back to the customer.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Address for the returns is:
FS Europe s.r.o.
Tatranska 1234/6
04001 Kosice
Slovakia
If you cancel the order, we will process a refund without undue delay. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back. If the order was already shipped and cancelled afterwards due to the fact that product was faulty, we will reimburse the costs of delivery as well (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Orders not collected by the addressee and returned to the shop will be refunded in full, excluding a shipping charge already incurred.
You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Customer is responsible for return postage costs. We recommend you use a traceable delivery solution as we cannot be held responsible for non-arrival of goods.