FREQUENTLY ASKED QUESTIONS

1. How long will it take to receive my order
2. Do you keep all items in stock
3. Do you deliver to my country
4. How can I pay for my order
5. How do I return something if it is not right
6. I want to check the status of my order
7. Can I call in to buy
8. I have forgotten my password, how do I get a new one
9. How do I place an order
10. How do I contact you
1. How long will it take to receive my order
We usually dispatch orders within 2 working days, however, if we are unable to deliver your order within a reasonable amount of time we will contact you to establish if you are happy to wait. You will always be given the option to cancel or leave the goods on back-order. We will always keep you informed of any unexpected extended lead times. For bespoke items, where your order is made up specifically for you, we aim to dispatch within 28 days.
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2. Do you keep all items in stock
Many of our items are held in stock and we aim to dispatch your order within 2 working days, however as some items are bespoke (Provincial, Grand regalia, embroidery, gold rings, items with gold blocking etc) a longer lead time may apply.
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3. Do you deliver to my country
We deliver to many parts of the world, right to your door. If you don't see your country in the drop-down box when trying to register your account, then we don't currently offer a facility to checkout online. You can, however contact us by telephone or email to get further details on how we might get our products to you.
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4. How can I pay for my order

We accept credit card payments in British Pounds, US Dollar and the Euro currencies. You can pay using Visa, MasterCard, and some debit cards. You can also choose to pay by PayPal during the checkout procedure.


Customers may make purchases by cheque drawn in Sterling (GBP) on a UK bank, payable to The Freemason Ltd. Otherwise an International Money Order (IMO) should be sent for all other international customers with payment drawn in Sterling (GBP). Unfortunately, goods cannot be dispatched until funds have been cleared. Please contact us here if you wish to pay by cheque, IMO or other means.

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5. How do i return something if it is not right
You may return your goods within 30 days if faulty, you are unhappy with the quality or the product is different to what you ordered. In cases where the rejection of the goods is due to a defect or discrepancy in the order, you will be entitled to a full refund or replacement including the cost of returning the goods to us. You can contact us here if you wish to return an item, or see here for our full guarantee and returns policy.
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6. I want to check the status of my order
You can check any order status, history or view stored shopping lists if you have previously ordered from us. You can login to your account at any time.
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7. Can I call in to buy
We do not have a showroom but you are welcome to make an appointment to call in to the office
Click here for our location details.

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8. I have forgotten my password, how do I get a new one
If you forgot your password you will need to request a new. You can do this by going to the account login page, enter your e-mail address and click the 'Request A New Password' button. You will then have to immediately change this password again after you login with it next time. Passwords are not recoverable in the system, so if you lost your password, the only option is to request a new one-time use temporary password.
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9. How do I place an order

To make a purchase, browse through our shopping pages or use our "Search" option if you have a specific requirement, then simply add any items that you wish to buy into the shopping basket.  You can always discard any products later if you do not wish to purchase the item/s.

After you have finished your shopping session and are happy with the items in your basket, click on "Checkout", found in the Shopping Basket, and you will be asked for a few details that we need to be able to satisfy the order. Once you have selected your shipping choice (this may be a multiple option, dependant on where in the world you are), you can "Continue" or edit your order. 

You can pay with various credit or debit cards or contact us if you wish to pay by other means OR if you wish to purchase an item offline by telephone or standard mail.

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10. How do I contact you
If you cant find the answer you need through our FAQ's or by viewing the status of your account and/or orders, you can contact us here.
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