This
page answers the most common questions we receive.
If you have a question which is not answered below
please .
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The item I wanted has
sold out. Are you getting any more in?
Unfortunately some items will be out of stock or be removed
from the site altogether if discontinued. Please be advised
that our Customer Care team cannot tell you when a product
will be back in stock. We would advise you to keep checking
the site to see if your desired item becomes available
again.
Can I change my order?
Can I cancel my order?
After placing your order, we will try to deal with it
as quickly as possible, so please inform us of any changes
or cancellations to your order by 3pm on the next working
day. Otherwise, we cannot guarantee that we can carry
out your request.
Where is my order? How
long will my order take to arrive?
At busier times of the year, such as Christmas, postal
services can slow down and it may also take us longer
to prepare your kit orders, so please be patient with
us. For the rest of the year, a guideline for delivery
times is the following:
• Club Kit Orders
Items of club kit may have to be made from scratch, then
embroidered and/or printed, before they can be posted
out to you. So please allow 4 weeks for delivery. However,
if you have ordered as part of a club kit order (on an
agreed collation date), then please be aware that your
kit will arrive on a date pre-arranged with the club.
This date may be longer than 4 weeks from when you originally
ordered.
• Mail Order Stock Items
We do try to deliver items of mail order stock within
5 working days to addresses in the UK, however it is
not always possible to get your parcel to you within
that timescale. Please allow 14 days for delivery.
I received the wrong
item, what do I do?
If you have received the wrong item, we are sorry for
the mistake. Please return it to us, along with a short
covering note explaining the problem and we’ll
get the right item out to you.
Part of my order is missing.
Regrettably mistakes can happen. If part of your order
appears to be missing, then please let us know by e-mailing
us at sales@customsports.co.uk and we’ll get
the missing item straight out to you.
The item I received is
faulty.
If an item of your order appears to be faulty, then please
let us know by e-mailing us at sales@customsports.co.uk,
then return the faulty item to us at the address given
at the bottom, along with a short covering note explaining
what the problem is and what your return address is and
we will try to fix it or replace the item as soon as
possible. You have 30 days from receipt of the faulty
item to return it to us.
I need to return an item.
If you have bought an item of kit from us that has been
personalized for you in some way (e.g. your name on
the chest, or your club badge embroidered on to it),
then we cannot exchange it, unless it is faulty. However,
if you are not completely satisfied with your purchase
of mail order kit, simply return the item or items
to us in their original condition within 14 days of
receipt. We will issue a full refund on receipt, or
exchange the item for a different size / colour if
preferred.
Please note:
• If you require a different product (rather than
a different size or colour of the same product) you will
need to place a new order online and return the original
item for a refund.
• Some products are non-returnable for hygiene reasons.
These products are clearly marked with a '+' next to
the product name. If a discount was applied to your original
order, the amount refunded will be adjusted to allow
for the revised order value and appropriate discount
level.
I’m new, how do
I order?
Welcome to customsports! All the items you see are available
to buy online. Simply click on the item you wish to purchase,
select the quantity and size required, as well as the
colour/print/embroidery (if applicable) and then click
'buy'. This takes you through to the shopping cart page,
where you will need to select your delivery area from
the drop down menu. You can then go back and add additional
items to your shopping cart or click on 'continue' to
go through to the payment stage. You will need your credit,
debit or charge card details, including the billing address.
I’m having technical
difficulties using the site, what do I do?
If you have experienced a problem while using our site
please let us know (sales@customsports.co.uk), so we
can look into fixing it! The more information you can
provide the better, so details about your browser and
operating system will help us. For example:
o What browser do you use? (Internet Explorer 6, Firefox,
Netscape, etc…)
o What operating system does your computer run? (Windows
XP, Windows 2000, Mac OS X, etc…)
o Please describe the problem.
Do you have a catalogue?
We dont print a catalogue but we do have a print your
own catalogue system on our website. Please see the
menu to the left..
Can I contact you by
phone?
We respond to email enquiries as fast as we can however
if youwould prefer to contact us by phone please do.
Our phone number can be found on our contact
page.
What cards do you accept?
We accept the following major Credit Cards:
Can I pay by any other
method?
We only accept payment by Credit Card, Charge Card or
Debit card on the Internet. Please note we DO NOT accept
the following payment methods for mail order stock:
• Payment on Delivery
• E-mail
• Installments
• Splashplastic
• Cheque
• Bank Transfer
• Postal Order
• PayPal
Is ordering on-line
safe?
We utilise industry-standard Secure Sockets Layer (SSL)
technology to allow for the encryption of potentially
sensitive information such as your name, address and
other critically sensitive information like your credit
card details. Information passed between your computer
and our Web site cannot be read in the event someone
else intercepts it. This technology includes the following
features:
• Authentication – this assures your browser
that your data is being sent to the correct computer
server, and that the server is secure.
• Encryption – this encodes the data, so that
it cannot be read by anyone other than the secure server.
• Data Integrity – this checks the data being
transferred to ensure it has not been altered.
When will I be charged?
An automatic response e-mail is sent out to you when
you order from us. This e-mail is for you to check
the details of what you have just ordered. It does
not mean that we have just taken payment from your
card details. The goods will be charged to your card
details when we have checked that we can fulfil your
order. This will usually be done on the next working
day after you have placed your order. If there are
any problems, then we will be in touch, to let you
know the options available.
How is Post and Packaging
(P&P) calculated?
P&P is a flat rate and the current rate can be seen when you add a product to the shopping cart
.
Do you deliver to my
country?
We deliver to most European countries.
Do I have to sign for
the delivery?
For deliveries within the UK, you will have to sign for
the parcel. It is, therefore, advisable to have the parcel
delivered to an address where you will be during the
day (e.g. work address). For deliveries outside of the
UK, it depends on your local postal service as to whether
you have to sign for the parcel.
What happens if I’m
not in to sign for my parcel?
The carrier will leave you a card informing you that
delivery has been attempted. On this card will be instructions
on how to obtain your parcel.
Do I have to pay for
return postage?
If you are returning an item to us for a refund or an
exchange then the cost of returning the item to us is
your responsibility. Please note that the item is your
responsibility until it reaches us. For your own protection,
we recommend that you send the parcel using a delivery
service that insures you for the value of the goods.
Why haven’t you
refunded my delivery charge?
Delivery charges are non-refundable unless you have received
a wrong or faulty item from us.
How can I request a
club kit page for my club?
You dont need to. Just go to the .
How can I set up a
collation date for my club’s kit page?
To set up a cut-off date for buying kit from a specific
club kit page, please contact us via e-mail to organise
a collation date and a delivery date with us, before
informing your club members.
customsports
Unit 28 Nottingham South & Wilford Ind. Est.
Ruddington Lane
Wilford
Notts
e-mail: sales@customsports.co.uk
tel: 01159824535
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