FAQs

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.

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.

FLIES ORDERING

I would like to buy some flies. What is the difference between custom-made and ready-made (in stock) flies?

All FS Europe flies are designed and tied by our professional staff. We use only high quality materials and top market fly tying hooks. We ship worldwide.

Custom-made flies are produced after the customer places an order (ie. not kept in stock). The production time should not be longer than few days (approx. 2 - 4 days). In some cases it may be longer depending on the amount of open orders. Customer is informed via email when the production starts and when the flies are shipped. If you would like to do some specific adjustments to the flies you have ordered please leave a comment with your order and we will take it into consideration. Have a look at our custom fly patterns here.

Ready-made flies (in stock) are available to ship immediately and there is no minimum quantity. Follow this link to see what we have currently in stock.

PAYMENTS & DELIVERY

How do I pay for my order?

We accept Visa, Mastercard, Visa Debit, American Express. You can also choose to pay via PayPal, Google 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?

If you are based in Slovakia and we are to deliver to a Slovak address, then delivery is FREE on orders over EUR 39.90 in value. If you order is below EUR 39.90 we will charge you standard shipping rates starting at EUR 3.90. World / Europe shipping is in general FREE from EUR 79.90, otherwise EUR 7.90. 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.

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 you return a product in unsellable condition we will ship the product back to you and you will not receive a refund. 

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.

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. If order is not collected at all by the customer, we are entitled to deduct the delivery and other related costs (e.g. custom fees, 10% restocking fee, etc.) incurred in connection with the order realisation. 10% restocking fee is calculated from the total order value and is applicable only on orders not collected by the customer. Please note that 14 days return policy does not apply on custom-made products such as fishing flies.