Delivery and Return Policy
WHEN WILL I GET MY ORDER?
Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location. We estimate that the total time required for you to receive your order is as follows:
● USA: 10 – 15 business days
● Europe: 10 – 15 business days
● Australia: 15 – 21 business days
● Japan: 10 – 15 business days
● All other locations: 21 – 28 business days
Unfortunately, we do not ship to the following countries:
[COVID-19] WHEN WILL I GET MY ORDER?
Our fulfilment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
WHERE WILL MY ORDER SHIP FROM?
If you have ordered our Premium Racket Protection Tapes, your order will be packed and shipped from the United Kingdom. For all other merchandise and products, we work with an on-demand order fulfilment company with facilities worldwide!
WILL I BE CHARGED CUSTOMS FOR MY ORDER?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
MY ORDER SHOULD BE HERE BY NOW, BUT I STILL DON'T HAVE IT. WHAT SHOULD I DO?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at email@example.com with your order number.
If you realise there is a mistake with your delivery address, please get in touch with us at firstname.lastname@example.org with your order number as soon as possible. If your order has not been dispatched, we will be able to amend your order to reflect the correct delivery address. However, if your order has been dispatched, unfortunately, we will not be able to redirect your order.
HOW ARE YOUR PRODUCTS MADE?
We work with a print-on-demand fulfilment company for all our products (except the Premium Racket Protection Tape). They have facilities worldwide, so depending on where you are, your orders are processed and shipped from the facility that can fulfil your order most efficiently!
HOW DO I TRACK MY ORDER?
If you have paid for tracked shipping, you will receive a tracking link via email when your order is dispatched.
If you did not pay for tracked shipping, your shipment is not tracked and will not have a tracking number.
If you have any questions about your tracking or shipment, drop us a line at email@example.com.
I RECEIVED A WRONG/DAMAGED PRODUCT, WHAT SHOULD I DO?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at firstname.lastname@example.org within 7 days with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
RETURN, REPLACEMENT, REFUND AND EXCHANGE
WHAT'S YOUR RETURN POLICY?
If you have received faulty or damaged items
If the product you receive is faulty or damaged:
please email us at email@example.com within 14 days of receiving the product to request for a refund or a replacement. In your email, please also provide us with your order number and photos of the faulty or damaged items.
we will assess your request within 5 working days. If we find that the product delivered to you is indeed faulty or damaged, we will offer you the option of a refund or a replacement of the faulty or damaged item.
if you have requested for a refund, we will process the refund promptly within 5 working days.
if you have requested for a replacement, we will process your request and dispatch the replacement product to you promptly within 5 working days.
If you have changed your mind about your purchase
If you have changed your mind about your purchase and no longer want it:
please email us at firstname.lastname@example.org within 14 days of receiving the product to request for the item to be returned to us. In your email, please also provide us with your order number.
please post the item you would like to return within 14 days of receiving it to the following address:
12 Constance Street,
United Kingdom, E16 2DQ
once you have posted or delivered the item to us, please email us the proof of postage or delivery.
unfortunately, we do not cover the cost of return so you will need to pay for any postage or delivery cost.
we will process the refund within 5 working days of us receiving the returned item.
please note that we will provide a refund of the returned item only if it is in a saleable condition (i.e. unused, unwashed, undamaged, it remains in its original packaging, and any tags on the item remain intact).
all refunds (except where the delivered product was faulty or damaged) will be subjected to an admin fee of £5 and will not include any taxes, customs charges or VAT.
CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE/COLOUR?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, please check out our sizing charts — we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at email@example.com within 7 days of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Version updated on September 2023