We have tried to answer some common questions below. If these do not help then please send us an email or give us a call and we will be happy to assist.
What is your delivery timescale?
Shoes, bags, t-shirts and socks have a delivery timescale of 1-2 working days, depending on stock availability. Items that are custom-made will take longer due to the manufacture and delivery process; poms take 2-3 weeks, crops and briefs take 2-3 weeks (if not in stock in your required quantity/colour), and uniforms take 6-8 weeks. Timescales for manufacture may vary depending on how busy or quiet the factory is at the time of order - please ask if you require items sooner, and we will see what we can do. Delivery timescales are for UK mainland only, and other locations will take longer. Please note we cannot be held responsible for delays caused by the shipping company, delays due to severe weather conditions, or any delays in transit caused by annual events such as Christmas, Black Friday or Chinese New Year, which can all often overload the delivery network with additional parcels.
What is your delivery method?
We use DPD next-working-day delivery to dispatch our orders. Orders must be placed prior to 1:30pm in order to be dispatched for the next working day. Orders placed after 1:30pm will be dispatched the following working day. In the UK, the courier will require a signature upon delivery so we can ensure the item is received. If you will not be in on the day of delivery, when the item has been dispatched DPD will contact you with the option to have the package left in a safe place, with a neighbour, or rescheduled for a different day. DPD deliver Monday-Friday only. If you require a weekend delivery, please contact us so we can upgrade your delivery where possible. This will be at an additional cost.
I’m located in the Scottish Highlands or Northern Ireland, can you still deliver?
Yes. If you are located in the Highlands or Northern Ireland and wish to just order one or two pairs of shoes, we will post your order via Royal Mail 1st Class Signed For. If you wish to order multiple pairs of shoes, please contact the office first and we can arrange a shipping quote for you.
I’m located in the Channel Islands and don't pay VAT, can you still deliver?
Yes, please email the office on firstname.lastname@example.org to place your order with us directly, and we can organise a quote for shipping for you, and remove any VAT costs.
I’m not located in the UK, will you deliver abroad?
Yes, we can deliver outside the UK if required. Please email the office on email@example.com to place your order with us directly, and we can organise a quote for shipping to you.
I want my order delivered to a different address to the one my card is registered to, what can I do?
Please email us as soon as you place the order with your name and unique order number, and provide us with a new address to send the item(s) to. Assuming we receive the email before the dispatch process begins, we should be able to change the address for you. You can also enter the address into the “order notes” box at checkout. We cannot change an address once the item has been dispatched.
WEBSITE ORDERS & PAYMENT
Do you offer team/bulk discount for shoes/backpacks?
Yes we can offer a discount for bulk purchases of these items. If you require 5+ bags/pairs of shoes, please get in contact with the office prior to ordering and we will see what we can do for you. Depending on quantity required we could offer you anything from free shipping to product discount.
Do you have a shop I can visit to try on shoes and purchase in person?
We have an office/warehouse located in Bramhall, Cheshire, which you may visit if you are in the local area. Please call or email the office to arrange a day/time and to ensure the item you want is in stock.
What methods of payment do you accept?
For online orders we take card or PayPal. Card payments online are processed via WorldPay.
I’ve changed my mind, can I cancel my order?
If you have ordered items on the website you can cancel the order prior to dispatch by emailing our office on firstname.lastname@example.org. If the order has already been dispatched however you will have to pay to send the item back to us once it has been delivered to you. Please be sure before you order.
I ordered something but have been told it is now out of stock?
Occasionally our website may incorrectly display an item as in stock, when in fact it is no longer available; this is usually when we have only one available, and multiple orders arrive for it around the same time. We will offer a full refund if this happens, or an exchange to a different size.
CUSTOM ORDERS & PAYMENT
What methods of payment do you accept?
For customised orders such as uniforms, poms, tracksuits etc a member of staff will email you an invoice. This will need to be paid either by bank transfer or by cheque.
How long do custom orders take for production?
We would suggest to allow 6-8 weeks for uniform and tracksuit orders. Sometimes items may be manufactured quicker than this, but at busy times it can be at least 8 weeks before you receive your goods. For poms please allow 2-3 weeks for UK deliveries, and 2-4 weeks for European deliveries. Please note that these timescale are an estimate. Shipping is out of our control as it is carried out by a third party, therefore any delays that may arise during transit are out of our control and we cannot be held responsible for. If you have a specific date or competition you are aiming receive your products before, please bear these timescales in mind and if possible allow slightly longer to ensure if there are any delays in transit that this is covered. We cannot be held liable for any problems, missed competitions, or financial losses that may result due to a delay in transit.
Is your factory open for manufacturing all year?
Our factory is open most of the year for manufacturing, however they close for 3 weeks between January and March annually. The exact dates do vary each year but please contact the office to find out if you are looking at placing or receiving an order around this time. Please note this means during this three week period no manufacturing will take place, and orders in production during this period will have an additional three weeks added onto their manufacturing period.
I’ve changed my mind, can I cancel my order?
If you have ordered uniforms/poms/custom items from us then you can cancel the order anytime up until payment (unless you have provided a purchase order number), as once items have been paid for they are put through for manufacture in our factory to your specific requirements. Unfortunately we cannot cancel orders that are currently in production without a charge.
What is your returns/exchange policy for custom goods?
Our returns/exchange policy can be found here. Items which are custom made are not exchangeable and they cannot be returned (unless faulty). This is because they are made specifically to your personal order and as such we are unable to resell them.
I have a problem with a custom order I have received?
Please check all orders carefully upon receipt, and ensure clothing items are tried on as soon as possible. If there are any faults, or you believe an item has been manufactured incorrectly then please email the member of staff who organised the order with you as soon as you can to explain the situation. Please also send photographs as required. It is vital that orders are checked and counted as soon as you receive them, ideally within 7-14 days.
What is your returns/exchange policy?
Our returns/exchange policy can be found here. Shoes, t-shirts, and some crop tops can be exchanged for a different size if needed. Backpacks can be exchanged to another of the same price, or returned for a refund. Briefs and socks cannot be returned due to hygiene reasons. Items which are custom made are not exchangeable and they cannot be returned (unless faulty). This is because they are made specifically to your personal order.
I wish to exchange from a child size shoe to an adult size shoe, or vice versa. How do I go about the VAT payment or refund?
If this is the case we will contact you when your exchange arrives into our warehouse in order to sort out the additional VAT cost for the larger size/refund the VAT for the smaller size.
What are your opening hours?
Our office is open Monday – Friday, 8:30am till 4:30pm. We are closed evenings, weekends, and bank holidays. If you place an order over the weekend it will be dispatched on the following working day.
The question I have isn’t answered here?
If you cannot find the answer to your question, please contact us on email@example.com and a member of staff will respond within 24-48 working-hours.