Shipping and Delivery Policy

Last updated: 14 October 2026

At Hockey Factory Shop, we aim to dispatch orders as quickly and efficiently as possible.

We hold a substantial range of hockey equipment, clothing and accessories at our UK warehouse and work closely with our suppliers to maintain availability throughout the season.

This policy explains our delivery charges, dispatch times, shipping arrangements and what happens if an order is delayed or a delivery problem occurs.

1. UK Mainland Delivery

Our standard UK Mainland delivery charges are:

Delivery Service	Cost	Order Value
Standard Delivery	£4.99	Orders of £150.00 or less
Free Standard Delivery	£0.00	Orders over £150.00

Standard UK Mainland orders are normally dispatched using DHL or DPD delivery services.

These services generally provide next-working-day delivery following dispatch.

Please note: Next-working-day delivery applies from the date of dispatch, not necessarily from the date the order is placed.

Orders may take longer to dispatch where products are awaiting stock replenishment or where additional processing is required.

The free delivery threshold applies to qualifying UK Mainland orders only.

2. UK Mainland Delivery Areas

UK Mainland delivery eligibility is determined by the postcode classifications used by our delivery providers.

Certain locations may be treated as remote or non-mainland destinations and may be subject to different delivery charges or timescales.

These may include:

• Northern Ireland.

• Isle of Wight.

• Isle of Man.

• Jersey and Guernsey.

• Isles of Scilly.

• Scottish Highlands and Islands.

• Other remote or offshore postcodes.

The delivery services and charges available for your address will normally be displayed at checkout.

3. Order Processing and Dispatch

Orders are processed during our normal working days, Monday to Friday, excluding applicable bank holidays.

We aim to process and dispatch orders as quickly as possible, subject to stock availability and warehouse workload.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

Where an order is urgent, please contact us before placing it. We will do our best to help, although we cannot guarantee same-day dispatch.

An order being received or processed does not necessarily mean that all items are immediately available for dispatch.

4. Stock Availability and Supplier Replenishment

Hockey Factory Shop holds a substantial range of products in stock, but our website does not guarantee real-time physical stock availability.

Products shown as available are normally expected to be available for fulfilment, subject to confirmation during warehouse picking.

Occasionally, an item may be temporarily unavailable due to a stock discrepancy, high demand, supplier shortages or a discontinued product.

We receive regular stock deliveries from suppliers and may be able to obtain an unavailable item through our normal replenishment arrangements.

Where supplier replenishment is required, dispatch may take approximately 5–7 working days, although this is an estimate rather than a guaranteed timescale.

During busy periods or where manufacturers are experiencing shortages, some items may take longer.

If an ordered product is unavailable, we may contact you to:

• Offer a suitable alternative.

• Provide an estimated replenishment timescale.

• Discuss sending available items separately.

• Arrange a refund for the unavailable item.

• Discuss cancellation of the affected order.

Where a suitable alternative is agreed, we will explain any relevant price difference.

If an agreed alternative is cheaper, we will refund the difference. Where an alternative is more expensive, we may choose to supply it without an additional charge.

We will not substitute a materially different product without your agreement.

5. Dispatch Confirmation and Tracking

Once your order has been dispatched, we will send a dispatch confirmation to the email address provided at checkout.

This may include tracking information or details of the delivery service used.

Our couriers may also provide delivery updates by email or text message.

Please ensure your contact details are correct when placing your order.

If you have not received a dispatch confirmation, your order may still be awaiting processing, picking or stock replenishment.

Please contact us with your order number if you require assistance.

6. Delivery Times and Proof of Delivery

UK Mainland orders dispatched using our standard DHL or DPD services can normally be expected on the next working day following dispatch.

Deliveries are generally made Monday to Friday, although certain services or destinations may have different arrangements.

Delivery estimates are provided in good faith and may be affected by factors outside our reasonable control, including courier disruption, severe weather, bank holidays or other operational issues.

Our couriers may use proof-of-delivery procedures, including signatures, photographs or electronic delivery records.

A proof-of-delivery record may be used as part of an investigation if a customer reports that a parcel has not been received.

7. Non-UK Mainland Deliveries

Orders to locations outside our couriers' standard UK Mainland delivery zones may be subject to additional delivery charges.

These locations may include Northern Ireland, the Isle of Wight, the Isle of Man, the Channel Islands, the Isles of Scilly and selected Scottish Highlands and Islands.

Shipping charges and available delivery services will normally be shown during checkout.

Some destinations may not qualify for next-working-day delivery or free UK Mainland shipping.

If additional shipping arrangements are required, we will contact you before requesting any additional payment.

8. International Shipping

We offer international shipping to many destinations worldwide, subject to available courier services and import restrictions.

International orders are not eligible for our UK Mainland free-delivery offer.

International delivery charges may depend on:

• Destination country and postcode.

• Parcel weight and dimensions.

• Number of parcels required.

• Products and quantities ordered.

• Courier service and applicable surcharges.

• Customs duties, taxes and import requirements.

International Shipping Charges

International shipping charges shown at checkout are based on the information available when the order is placed.

Because some orders require additional packaging or multiple parcels, the final shipping cost may need to be checked before dispatch.

Where the final shipping cost is lower than the amount paid, we will arrange an appropriate refund of the difference.

Where the final cost is higher, we will contact you to explain the additional charge and obtain your agreement before collecting further payment.

If an additional charge is not accepted, we will discuss the available options, including cancellation and an appropriate refund.

Import Duties, Taxes and Customs Charges

Where applicable, international shipping calculations may include import duties, taxes and customs-related charges.

We aim to account for these costs in the amount charged to customers wherever the relevant information and delivery arrangements allow.

However, customs rules and courier procedures vary between countries, and there may be exceptional circumstances where additional charges arise.

If we identify an additional charge before dispatch, we will contact you to explain the position.

Customers are responsible for ensuring that the products ordered can legally be imported into their destination country.

Please contact us before placing an order if you have specific questions about international customs arrangements.

International Delivery Times

International delivery times vary according to the destination, courier service and customs clearance requirements.

Many international orders arrive within approximately two weeks of dispatch, but some may take longer.

Please allow additional time for customs processing and international transport.

Delivery estimates are not guaranteed unless a specific guaranteed service has been expressly agreed.

9. British Forces Post Office (BFPO)

We are currently unable to dispatch orders to BFPO addresses.

10. Split Deliveries and Back Orders

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

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

Where an order is split because some items are awaiting replenishment, we will normally charge the customer only the delivery amount originally agreed, unless a separate arrangement has been discussed and accepted.

We may contact you to discuss partial delivery where this would help avoid unnecessary delays.

11. Failed Deliveries and Returned Parcels

Please check that your delivery address, email address and telephone number are correct when placing your order.

Our couriers may provide tracking information, delivery notifications or instructions for rearranging delivery.

If a delivery attempt is unsuccessful, the courier may attempt delivery again, offer a collection option or return the parcel to us, depending on the service used.

If a parcel is returned because of an incorrect address supplied by the customer or an avoidable failure to receive or collect it, an additional delivery charge may apply if redelivery is requested.

This may apply even where the original order qualified for free delivery.

We will explain any additional charge before arranging redelivery.

Where delivery fails because of an error by Hockey Factory Shop or our delivery provider, we will investigate and arrange an appropriate resolution without unfairly charging the customer.

12. Missing, Lost, Stolen or Damaged Parcels

If your parcel is overdue, missing, damaged or appears to have been delivered incorrectly, please contact us as soon as possible.

Prompt reporting allows us to investigate while courier tracking information and delivery records are readily available.

We may ask for relevant information, photographs or confirmation of non-receipt to assist with an investigation.

If a parcel is reported as delivered but cannot be located, we may investigate with the courier before determining the appropriate resolution.

Courier claim deadlines and investigation procedures do not remove your statutory consumer rights.

Where goods have not been delivered as required under the sales contract, we will provide an appropriate resolution in accordance with applicable consumer law.

13. Order Amendments and Delivery Address Changes

If you need to change your order, delivery address, size, colour or other details, please contact us as soon as possible.

We will do our best to assist before dispatch.

However, once an order has entered picking, packing or dispatch, changes may not be possible.

For security reasons, we may need to verify your identity before accepting certain changes, particularly delivery address amendments.

Some payment methods or delivery arrangements may restrict changes after an order has been placed.

Where an amendment cannot be made, we will explain the available options.

14. Seasonal Stock and Delivery Considerations

Hockey is a seasonal sport, and demand for equipment can increase significantly around the start of the playing season.

We plan stock purchases in advance and receive substantial deliveries in preparation for the season.

However, popular products and sizes may become temporarily unavailable as demand increases or manufacturer stock is depleted.

Supplier replenishment times can vary throughout the year.

We aim to keep customers informed of significant availability issues and provide suitable alternatives wherever possible.

15. Contact Us

For delivery enquiries, order updates or shipping questions, please contact:

Sci-Sport Ltd trading as Hockey Factory Shop

Email: shop@hockeyfactoryshop.co.uk

Postal address:

Hockey Factory Shop
PO Box 8029
Leicester
LE3 7AB
United Kingdom

Website: https://hockeyfactoryshop.co.uk

Please include your order number wherever possible so we can assist you efficiently.

Your Statutory Rights

Nothing in this Shipping and Delivery Policy excludes or limits your statutory consumer rights under applicable consumer protection legislation.