Help and Information

The Sportall team have put together a helpful guide to assist you in your shopping experience. We hope you find it beneficial, if however your query has not been answered then please email us for your question to be answered.
Should you not find an answer to your question below, please feel free to telephone our dedicated team on +44 (0) 11 333 222 11.

PRODUCTS & STOCK

Q1) HOW LONG DOES DELIVERY TAKE?
A1: All products are made to order, so orders are delivered at a miniumum of 28 days.

Q2) WHERE IS THE PRODUCT CODE LOCATED?
A2: The product code is located on the website under the price. When ordering over the telephone, having the product code for the item/s you wish to order to hand will greatly speed up order time.

Q3) THE PRODUCT I RECEIVED LOOKS DIFFERENT TO THE IMAGE ON THE WEBSITE?
A3: While every effort is made to ensure that products, prices, colours are correct at the time of producing our website, we cannot be held responsible for any errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product.

Q4) WHAT SIZING FORMATS DO WE USE?
A4: All sizes shown on our website are UK sizes. Size 4 is Junior and size 5 is adult/league ball size.

PRICING

Q1) WHAT HAPPENS IF A PRICE OF AN ITEM HAS CHANGED AFTER IT IS ORDERED BUT BEFORE IT'S DISPATCHED?
A1: Once your order is placed and the payment is accepted and validated we cannot change the price, however if the order has not been validated you can cancel and place a new order at the new price.

Q2) WHY IS THE TOTAL PRICE STILL INCLUDING VAT WHEN MY ORDER IS BEING SHIPPED TO THE CHANNEL ISLANDS?
A2: In order for our system to determine that the you are VAT exempt you must select Channel Islands rather than United Kingdom from the dropdown list of countries. In the unlikely event you have been charged VAT when you are exempt please contact a member of our customer service team.

ORDERING

Q1) CAN I ORDER BY FAX / EMAIL?
A1: We will now NOT except orders by fax/email, this due to the obvious security issues with supplying personal details in this manor. We will certainly accept initial enquiries this way, but the final ordering must be processed on our secure website or over the phone with a member of our sales team.

Q2) CAN I ADD ITEMS TO MY ORDER?
A2: In general once an order has been placed and payment validated the order cannot be changed or items added. You will need to order separately, or cancel the current order and place another one.

Q3) IS MONEY WITHDRAWN DIRECTLY AFTER I PLACE THE ORDER?
A3: Due to each product being personalised, your account is charged at the time the order the placed.

Q4) WHAT PAYMENT METHODS ARE AVAILABLE?
A4: Payment methods available on internet orders are:
Visa Credit / Visa Debit/Electron / Master Card / Switch / Maestro/Solo

Cheque or Postal order is accepted, but orders should be placed by phone with our sales team they will provide you with an order number to send with your payment. The order will not be processed until payment is received and cleared, please allow up to 28 days for delivery after payments have cleared.

Q5) WHAT IS THE SECURITY CHECK?
A5: For your security every single order goes through a security check. In the case of your details failing this check you will be contacted by email/phone and asked for some alternate or additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so your order is processed quickly.

Q6) CAN I CHANGE THE DELIVERY ADDRESS AFTER THE ORDER HAS BEEN PLACED?
A6: Once confirmation of order has been received we are unable to change the delivery address due to the automation of our manufacturing process which includes bar coding of delivery address details.

Q7) HOW CAN I TRACK MY DELIVERY?
A7: At the moment there is no online tracking, but you may call a member of our customer service team if you have a query regarding tracking your order. Please make note of the expected delivery times before doing so.

Q8) ARE MY DETAILS RETAINED FOR FUTURE ORDERS?
A8: We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly. Payment details will need to be submitted afresh each time.

Q9) HOW CAN I CANCEL AN ORDER?
A9: Any order can be cancelled within 24 hours of ordering. This must be in writing via email from the same email address that was used to place the order and must include your order number and a contact telephone. For training purposes, please include a reason for the cancellation. Once goods have been personalised an order cannot be cancelled or refunded.

Q10) HOW CAN I BE SURE THAT MY ORDER WAS CANCELLED/REFUNDED?
A10: Once your order has been cancelled/refunded you will receive an email confirmation, however please make sure you provide a valid email address and add our address to your favourites/contact/non-spam list.

returns@sportall.co.uk

Q11) CAN PERSONALISED GOODS BE EXCHANGED?
A11: Please Note: All personalised product cannot be exchanged so please ensure to order the correct size and spelling of names etc when purchasing. If however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected, and we will be pleased to offer a refund or exchange according to your wishes, as is normal procedure.

DELIVERY

N.B. Orders placed after this date for delivery during the festive season MAY be delivered, but we cannot guarantee this.

UK Mainland
Royal Mail £2.50

International Royal Mail (from £8.95)
Royal Mail (Africa, Middle East, Far East, Oceania)
Royal Mail (USA, Canada, Japan, Eastern Europe)
Royal Mail (Western Europe)

Q1) WHAT TIME SHOULD I EXPECT DELIVERY?
A1: Regular times when sent with Royalmail are between 9am - 2pm Mon- Sat

Q2) WHAT SHOULD I DO IF I DON'T RECEIVE THE PARCEL WITHIN THE EXPECTED DELIVERY TIME?
A2: Please give a minimum of 28 days (UK), for international order please allow 35 working days. If your parcel has not arrived within this time check that the carrier has not left a card informing you of an attempted delivery (If so they will have left contact details ). If no card has been left, contact our customer services team via phone or email so we can start an investigation.

Q3) WHAT HAPPENS IF I'M NOT AT MY DELIVERY ADDRESS AT THE TIME OF DELIVERY?
A3: If your out at the time of delivery the courier, Royalmail will leave a card explaining where the parcel is being held and there contact details. If someone else is at the address they may sign for the parcel, as the courier is contracted to deliver the parcel to the address stated not the person. In the event that you haven't received your parcel or a card within the expected delivery time please contact a member of our customer service team.

Q4) CAN I REFUSE MY PARCEL?
A4: If you want to refuse, or have refused delivery, please inform a member of our customer service team by phone or email. Also please refer to the Terms and Conditions of Returns before doing so.

Q5) WHAT HAPPENS IF THE COURIER MISPLACES MY PARCEL?
A5: In the unlikely event of your parcel being lost by the courier, as the sender we will be responsible for making the enquiries and eventual claim for the lost items. This means that once the courier classes a parcel as lost (15 working days Royalmail UK deliveries, 28 working days Royalmail International Deliveries), we can process a replacement or refund immediately.

Please contact a member of our customer service team via phone or email if your parcel has not arrived within the expected time.

Q6) WHAT HAPPENS IF MY PARCEL IS DAMAGED/MISTREATED?
A6: If the outer packaging of your parcel is open or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

Q7) WHAT HAPPENS IF PERSONLISATION IS MISPELT?
A7: If in the unlikely event that a spelling mistake has been made, please firstly refer to your order details to ensure that the name was spelt correctly on the initial order. If it has been a mistake at manufacture, please contact the customer service team via phone or email and they can arrange for the most convenient method of resolving the issue. Please keep both the goods and invoice together. Please note: Our invoices do not show any personal account details.

RETURNS AND AFTERSALES SERVICE

Q1) CAN I RETURN A PRODUCT IF I'M NOT HAPPY WITH IT?
A1: Due to the individuality of each product, unless are deemed faulty at point of manufacture, a refund will be given.

Please return the order to:
SPORTALL RETURNS DEPT
1 Sizers Court, Henshaw Lane,
Yeadon, Leeds LS19 7DP

Most importantly we suggest you use a recorded method of carriage to return the goods to us. We cannot be held responsible for items lost or delayed in transit on the way back to us.

Q2) WHAT HAPPENS IF THERE IS A FAULT WITH A PRODUCT?
A2: If you find a fault has occurred with a product please return the item preferably in a clean and dry condition to:

SPORTALL RETURNS DEPT
1 Sizers Court, Henshaw Lane,
Yeadon, Leeds LS19 7DP

Make sure you include a covering note with your name/address/contact telephone number or email address, clearly explain the reason for return along with the outcome you would like (Replacement or Refund). We endeavour to deal with returns within 3 - 5 working days, however if a replacement is required, please allow a minimum of 28 days for delivery, this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us. We cannot be held responsible for items lost or delayed in transit on the way back to us.

Q3) IS THERE A WARRANTY ON SPORTALL PRODUCTS?
A3: There are no specific warranties given by any of the brands unless stated by the manufacture. These specialist warranties will be honoured during the life of their guarantee under the terms and conditions of the manufacture.

Q4) DEFECTIVE AND FAULTY PRODUCTS
A4: Whilst following the manufactures recommended instructions and using the product for its intended purpose, generally almost all faults will appear within the first 2 months after purchase. For this reason you may return any faulty item up to 2 months after the date of purchase. This product would then be inspected for any faults of manufacture and then either returned to the customer if deemed accidental damage/wear and tear, exchanged for new or fully refunded if inspection reveals any fault of manufacture. Under extreme circumstances providing the product does not show excessive wear or neglect, a product may still be defective and you may return the item for an assessment by one of your specialist. These products may take longer to evaluate as often the manufactures approval or intervention is needed.
We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible.