Cambourne CC

FAQ

1. The item I wanted has sold out. Are you getting any more in?
2. Can I change my order? Can I cancel my order?
3. Where is my order? How long will my order take to arrive?
4. I received the wrong item, what do I do?
5. Part of my order is missing.
6. The item I received is faulty.
7. I need to return an item.
8. I’m new, how do I order?
9. I’m having technical difficulties using the site, what do I do?
10. Do you have a catalogue?
11. Can I contact you by phone?
12. What cards do you accept?
13. Can I pay by any other method?
14. Is ordering online safe?
15. When will I be charged?
16. How is Post and Packaging (P&P) calculated?
17. Do you deliver to my country?
18. Do I have to sign for the delivery?
19. What happens if I’m not in to sign for my parcel?
20. Do I have to pay for return postage?
21. Why haven’t you refunded my delivery charge?
22. How can I request a club kit page for my club?

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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?
We do not have your club kit ready made up, instead we customise each item as we receive the orders. Although we strive to get orders out as soon as possible turnaround can in some cases take 3-4 weeks from the date you order. Please take care to order in plenty of time.

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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.

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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.

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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 15 days from receipt of the faulty item to return it to us.

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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 an item is faulty please send it back to us with a cover note explaiing the problem alog with your details we will replace/refund the item.

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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'.

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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.

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Do you have a catalogue?
We dont print a catalogue, sorry.

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Can I contact you by phone?
We respond to email enquiries as fast as we can however if you would prefer to contact us by phone please do. Our phone number can be found on our contact page.

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What cards do you accept?
We accept the following major Credit Cards:

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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

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Is ordering on-line safe?
We utilise the industry standard SAGE PAY system to process payment. They are the biggest professional processing gateway in the country and have a great array of security features to keep your payment and details secure. For more information about SAGE PAY please click here.

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When will I be charged?
You will be charged when you place the order. This may take up to 24 hours to appear on your statement.

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How is Post and Packaging (P&P) calculated?
Simple. It's free.

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Do you deliver to my country?
We deliver to UK only.

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Do I have to sign for the delivery?
We send most orders out First Class Royal Mail which do not require you to sign. Larger orders may require a signature so it is best to have them sent to and address where someone will available.

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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.

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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.

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Why haven’t you refunded my delivery charge?
Delivery charges are non-refundable unless you have received a wrong or faulty item from us.

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How can I request a club kit page for my club?
You dont need to. Just click the signup button.

customsports
Unit 16 Nottingham South & Wilford Ind. Est.
Ruddington Lane
Wilford
Notts

e-mail: sales@customsports.co.uk

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