Frequently Asked Questions

Have a question? We've got answers! Below you'll find information about orders, delivery, returns and hockey equipment.

Orders

Where is my order?

You'll receive a dispatch confirmation email when your order leaves us.

For UK Mainland orders, standard delivery is generally expected on the next working day after dispatch, although delivery times may vary.

If you haven't received a dispatch confirmation, your order may still be awaiting processing, picking or stock replenishment.

Please contact us at shop@hockeyfactoryshop.co.uk with your order number if you'd like an update. We can check its progress and provide tracking information where available.

For more information, see our Shipping and Delivery Policy.

What happens when an item is on back order?

We hold a substantial range of hockey equipment in our UK warehouse, but occasionally an item may be unavailable when your order is picked.

If stock is expected from a supplier, we may place the item on back order. Supplier replenishment can take approximately 5–7 working days, although some items may take longer.

Depending on the circumstances, we may dispatch available items separately or contact you to discuss alternatives, replenishment or a refund.

Where we decide to split an order, we do not normally charge additional postage for the subsequent dispatch.

Is my item in stock?

We aim to keep product availability information accurate, but our website does not guarantee real-time physical warehouse stock.

Most items shown as available are expected to be available for fulfilment. However, physical stock is confirmed during warehouse picking.

If an item is unavailable, we'll contact you to discuss a suitable alternative, expected replenishment or a refund.

If you need an item urgently, please contact us before ordering so we can check availability.

How long will my personalised item take?

Personalised items may require additional preparation or production time.

Smaller customisation jobs, such as personalised goalkeeper smocks, may take approximately 5–7 working days to prepare or dispatch, depending on the work required.

Special-order clothing, team kits, embroidered products and customised goalkeeper equipment may take longer.

Please contact us for an estimated timescale before ordering if you need a personalised item by a particular date.

Can I cancel or amend an order?

If you need to cancel an order or change an item, size or delivery detail, please contact us as soon as possible.

We'll do our best to help, but changes cannot always be made once an order has entered processing or been dispatched.

For security reasons, we may need to verify your identity before discussing or changing an order.

Do you accept returns and exchanges?

Yes. Eligible online purchases can normally be cancelled within 14 days of receiving the goods, followed by a further 14 days to return them.

For ordinary change-of-mind returns, items should be unused, in a resalable condition and returned with their original packaging where applicable. Trying clothing or shoes on carefully indoors is generally acceptable.

Personalised items made to a customer's specifications are generally excluded from change-of-mind cancellation rights, subject to applicable legal exceptions.

Faulty goods are covered by statutory consumer rights, which are separate from the normal change-of-mind return period.

For details, please read our Returns, Refunds and Exchanges Policy.

You can start a return here.

I've received the wrong item. What should I do?

We're sorry if we've sent you an incorrect item.

Please contact us with your order number and details of the item received.

We'll investigate and arrange an appropriate resolution.

Where an item has been sent incorrectly by us, we will cover reasonable return postage costs. Please retain your postage receipt and contact us for guidance before returning the item.

Can I visit your shop?

Our premises are not currently open to the public for shopping or collections.

We're an online retailer, but our customer service team is happy to help with product enquiries, sizing and purchasing advice.

Shipping and Delivery

How much does UK delivery cost?

For qualifying UK Mainland orders:

• £4.99 standard delivery for orders of £150.00 or less.

• Free standard delivery for orders over £150.00.

Standard delivery is generally expected on the next working day after dispatch, rather than the next working day after placing an order.

Remote and offshore destinations may have different charges or delivery times.

For full details, see our Shipping and Delivery Policy.

Do you ship internationally?

Yes. We ship to many international destinations, subject to courier availability and applicable restrictions.

International delivery costs depend on the destination, products, parcel weight, dimensions and number of parcels.

Shipping charges are calculated at checkout but may require adjustment once the final packing and courier requirements are known.

If an additional payment is needed before dispatch, we'll explain the charges and obtain your agreement before proceeding. If the final shipping cost is lower than the amount paid, we'll refund the difference.

Many international orders arrive within approximately two weeks of dispatch, but delivery may take longer depending on the destination, customs clearance and other factors. Please allow up to 28 days as a general delivery estimate, not as a restriction on your statutory rights.

Will I have to pay import duties or customs charges?

Import duties, VAT and customs-related charges may apply to international orders.

We aim to include applicable duties and taxes in our shipping arrangements where possible, but we cannot guarantee that every charge will be included at checkout or that no additional charges will arise.

The arrangements can vary depending on the destination, courier service and customs requirements.

If you need confirmation of the expected total cost before ordering, please contact our team with the products and delivery destination.

For further details, see our Shipping and Delivery Policy.

Do you ship to BFPO addresses?

Unfortunately, we cannot currently dispatch orders to BFPO addresses.

I missed my delivery. What happens next?

Your courier may offer another delivery attempt or an alternative collection option.

Please check any delivery notifications from the courier.

If the parcel is eventually returned to us because delivery could not be completed, we can discuss arranging another delivery. Additional postage charges may apply where appropriate.

If you believe your parcel has been lost or incorrectly marked as delivered, please contact us promptly so we can investigate.

Hockey Sticks and Faulty Products

My hockey stick has started to rattle. Is it faulty?

Occasionally, small particles inside a composite hockey stick can become loose and cause a rattling sound.

This does not necessarily mean the stick is defective, but the cause should be assessed if you are concerned.

Please contact us with your order number, the stick model and details of the problem.

Avoid attempting repairs or removing components if doing so could cause damage or affect the assessment of a possible fault.

The end cap has come off my hockey stick. Can I return it?

An end cap or grip can sometimes become loose during normal use.

This does not automatically mean the stick is faulty, but neither does it automatically rule out a manufacturing defect.

Please contact us with photographs and details of the issue so we can advise whether a repair, replacement or other remedy may be appropriate.

My hockey stick has cracked or broken. Is it covered?

A crack or break is not automatically evidence of a manufacturing fault, but it should not automatically be dismissed as normal wear either.

We assess reported faults based on the product's age, condition, use and the circumstances of the damage.

Normal wear, accidental impact and misuse may not qualify as manufacturing defects. However, your statutory consumer rights remain unaffected.

Please contact us before returning the stick and provide clear photographs and a description of the problem.

For more information, see our Returns, Refunds and Exchanges Policy.

Contact Us

If you can't find the answer you're looking for, please get in touch.

Hockey Factory Shop

Email: shop@hockeyfactoryshop.co.uk

Telephone: 0333 335 0438

Our team will be happy to help.