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ABOUT SPORTS FACTORY SHOP
Here at Sports Factory Shop we have over 25 years experience as specialist sports retailer. Although we started with small mail order catalogues, we have grown and expanded our expertise and we now have specialist websites for Hockey and Rugby.
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COMPANY
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ORDERING WITH US
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HELP
FAQ's
have questions?
we've got answers
frequently asked
questions
ORDERS:
- You will receive an email when your order has been dispatched. Once dispatched, UK orders should arrive with you in 1 to 5 working days
- Customers are welcome to contact us to request a tracking or reference number. This can be used with the relevant courier to track the parcel.
- Please click here for further delivery and dispatch information
- We cannot guarantee that all of the items on your order will be in stock at the time of ordering. In cases where most of the items are in stock, these will be dispatched and the remaining item(s) will be placed on back order.
- This means that they are being ordered from the manufacturer and will be sent out to you as soon as we receive stock.
- We do not add any shipping charge for the second dispatch.
- If the remaining item is going to take a while to arrive, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.
- Our site currently acts as an online catalogue and does not display live stock levels. We work closely with our suppliers to ensure the majority of items are in stock. Occasionally, we may need to order items from the manufacturer. This may take a few days.
- If the item is going to take much longer, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.
- Small customisation orders, such as Goalie Smocks, are typically dispatched within 5 to 7 working days.
- Special order items, including custom shirts, team kits, embroidered items and customised goalkeeping helmets can take longer. For further guidance, please contact us with your order requirements and we will provide an estimated lead time.
- Please note that we are unable to process personalised items on express shipping options.
- Yes. We accept returns and exchanges.
- Items must be returned in a saleable condition. We cannot accept items that have been used.
- On rare occasions, mistakes can be made. If you have received the wrong item we will be happy to exchange this for you.
- Once we have received the incorrect item back, we will process the exchange and get the correct item sent out to you.
- In this scenario, we are able to reimburse up to £6.00 in shipping costs. Please provide a copy of your postage receipt so that this can be processed.
- Unfortunately, our premises are not accessible to the public. We are an online business only.
- If you require further information about any of the products we sell, please contact our expert customer service team who will gladly assist you.
SHIPPING & DELIVERY
- Yes, we can ship world-wide
- A default international shipping charge will be added to your order. This will be amended in relation to size, value and destination. If the shipping cost increases, we will contact you before processing the order.
- Non-UK orders will typically arrive within 2 weeks of dispatch, but we ask that you allow up to 28 days for delivery.
- Please note that we will not pay for import or customs charges. We advise that customers look into these costs before ordering.
- International shipments can occasionally be delayed by customs, unfortunately we have no way to prevent this.
- If you need a shipping quote, please contact us.
- Please click here for further delivery and dispatch information.
- Unfortunately, we do not currently ship to BFPO addresses.
- If you have missed your delivery, the courier should leave information to advise you on what to do next. This may involve scheduling a new delivery or collecting the item from a sorting office.
- If the item is left, it may be returned to us by the courier. We are able to re-dispatch the parcel however a new shipping cost will be charged.
I THINK MY HOCKEY STICK IS FAULTY
- Occasionally, small pieces of carbon can come loose within the hockey stick and cause a rattle as they move around in the hollows of the stick. This is not considered a fault with the stick and we are unable to offer an exchange or refund if this is to occur.
- This carbon can be easily removed by removing the end cap, holding the stick upside down and tapping gently on the floor.
- If you need any further advice or assistance with this, feel free to contact us and we will do what we can to help.
- Please click here for further returns information.
- It is not considered a fault for grips or end caps to come away from the stick during use. These are considered finishing components rather than a part of the stick and so we are unable to offer an exchange or refund if this is to occur.
- If this does happen to your stick, it is easy to repair. If you would like assistance or advice on this, feel free to contact us.
- Please click here for further returns information.