Ordering and Payment Information

At Hockey Factory Shop, we aim to make ordering your hockey equipment as straightforward and secure as possible.

Below is a guide to placing orders, making payments and understanding how international orders are handled.

Placing an Order

Shopping with Hockey Factory Shop is simple:

1. Browse our website and add your chosen products to your shopping basket.

2. Review your basket and make any changes to quantities or products.

3. Proceed to checkout.

4. Enter your contact and delivery information.

5. Select an available delivery service and payment method.

6. Review your order and complete payment.

Once your order has been placed, you should receive an order confirmation by email.

Please ensure your email address, telephone number and delivery address are correct, as we use these details to communicate important information about your order.

Stock Availability

We hold a substantial range of hockey equipment, clothing and accessories in our UK warehouse.

However, our website does not guarantee real-time physical stock availability.

Occasionally, an item shown as available may be temporarily unavailable when your order is picked.

If this happens, we will contact you to discuss the available options, including an alternative product, waiting for replenishment or receiving a refund.

Payment Methods

We accept the payment methods displayed at checkout.

Available options may include major debit and credit cards, PayPal and other supported payment services.

Payment availability can vary depending on your location, currency and the payment services currently supported by our website.

All online card payments are processed securely through our payment providers.

We do not ask customers to send payment card details by email.

Payment Security

Our website uses Shopify's secure checkout and supported payment processing services.

Sensitive card information is handled by the relevant payment provider rather than being stored in our customer service records.

If your payment is declined, please check that your billing information is correct or contact your card provider.

For security reasons, our customer service team cannot access your full payment card details.

Order Confirmations and Invoices

When you complete an order, an order confirmation will be sent to the email address provided at checkout.

Once your order has been dispatched, you will receive a dispatch confirmation.

We do not normally include printed invoices inside parcels.

If you require an invoice or a copy of your order documentation, please contact our customer service team.

Order Amendments

If you need to change an item, size, quantity or delivery address after placing an order, please contact us as soon as possible.

We will do our best to help, provided the order has not already been dispatched.

Certain payment methods, including PayPal, may restrict changes to delivery addresses for security reasons.

Changes to an order may affect its dispatch date or require an additional payment or refund.

Split Deliveries

Occasionally, an order may be dispatched in more than one parcel or shipment.

This may happen because of product dimensions, courier requirements or temporary stock shortages.

Where we choose to split an order for operational reasons, we will not normally charge additional delivery fees beyond the delivery amount already agreed.

International Orders and Payments

We accept orders from many countries worldwide, subject to available shipping and payment services.

Payment methods may vary depending on your country and the payment provider's requirements.

International delivery charges are influenced by the destination, parcel dimensions, weight and applicable courier services.

Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes or other charges depending on the destination.

Where applicable, we aim to account for relevant duties and taxes in our international shipping arrangements.

However, the treatment of customs charges varies between countries, products and courier services.

Occasionally, additional charges or adjustments may be necessary.

If an additional payment is identified before dispatch, we will contact you to explain the position and obtain your agreement before collecting it.

Customs authorities may inspect international shipments, and relevant order and product information may be shared with carriers and customs authorities to facilitate clearance.

For further details, please read our Shipping and Delivery Policy.

Purchase Orders and Educational Establishments

We welcome enquiries from schools, colleges and other organisations wishing to purchase hockey equipment using an official purchase order.

Please contact our team before placing an order to discuss whether purchase-order arrangements are available for your organisation.

Need Assistance?

If you have questions about placing an order, making a payment or arranging international delivery, please contact us.

Hockey Factory Shop

Telephone: 0333 335 0438

Email: shop@hockeyfactoryshop.co.uk

For full contractual details, please see our Terms and Conditions.