FAQs
Ordering
What size should I buy?
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What size should I buy?
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What if I want to speak to someone?
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Shipping
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What is the shipping policy?
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What shipping providers do you use?
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Eff! My package was lost, stolen, or damaged!
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Returns & Exchanges
How do I return an item?
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What's the return policy
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I am expecting a refund. How long does this take?
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Clubshops
What is a Clubshop?
A club shop is an excellent place to order all your team’s kit in one, easy to use, place. Your team decides which items are best for them and how they would like the products personalised and we create an online shop just for you. With a secure login system, no need to worry about others stumbling across your shop.
Is there a difference between pre-order and stock products?
Yes, our stock items are held in our UK warehouse, so they are available for despatch all year round*.
Pre-order items are products that are made especially for your team and therefore have longer lead-times as they are created once your shop opening window has closed. *Subject to availability.
What is a pre-order opening window?
Our pre-order products operate on an open and close pre-order window basis where you will be able to place orders for these products during this time only. Not all shops offer pre-order products, some opting to sell stock items only and therefore have no need for an opening window as they will be available all year round.
On the closing date, specified on your shop, we collate all orders and begin the 7-9 week manufacturing process (subject to MOQ's being met). Once complete your order will be sent to you as a priority; via the method selected at the checkout stage.
During a closed window, pre-order items will still be visible, but unavailable for purchase. Stock items are accessible and offered all year round, with a turnaround time of 7-10 working days - subject to availability.
Once the dates for the next pre-order open window have been determined, the shop will then re-open where the same process will apply.
When will I receive my order and what is the cost?
Each club shop offers different delivery options to suit their team’s needs best. Please refer to your delivery tab once you have logged into your club shop to see all delivery options and prices available to you.
How long are your lead-times?
Our lead-times, the time is takes to manufacture your product and have it shipped out to you, are anticipated between 7-9 weeks for pre-order products and 7-10 days for stock products.
Lead-times may reduce or fluctuate depending on the time of year and demand. If your shop’s lead-times are affected, a note will be added to your shop’s homepage.
What is an MOQ and where does it apply?
An MOQ - or Minimum Order Quantity – relates to how many of each pre-order product is ordered. Most pre-order items have an MOQ of 10 meaning that your shop must order at least 10 of any one item for it to be made in our factory. These 10 items can be in different sizes but must be the same product.
In the event that your pre-order item has not met the MOQ, your shop may wish to top up the order or cancel the order altogether, in which case you will be notified by our sales team and will receive a refund for your product.
Sustainability
How do you choose what materials to use?
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Where are your products made?
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What are you doing to be more sustainable?
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