RACQUET & STRING SUITABILITY SPECIALIST

Online Shopping FAQS

Shipping and Delivery:

What are the transit times?

We aim to deliver all items listed in stock within 3 working days from dispatch date. If an item is not listed as in stock, please feel free to contact us to discuss availability.

How long do racquets take to arrive?

We aim to deliver racquets ordered online listed in stock within 3 working days.

Can I collect my order instead of having it delivered?

Yes. For items in stock, you can arrange to collect your order 24/7 from our Rickmansworth office once your order has ready. 

If you wish to collect your order in person, please always contact us first before you place your order so we can confirm item availability with our inventory system before hand. 

How much is delivery?

For deliveries within the United Kingdom, delivery is free of charge on the basis of the order value being greater than £30, including VAT.

Delivery prices are dependent on the weight and size of products, as well as the delivery destination and method. 

Simply "Add to Basket" on all products you are looking to purchase and then select and then on the basket page you will see all the delivery options available.

Do we deliver outside the UK?

Unfortunately, no.Deliveries are limited within the UK only.

What are the delivery options?

We offer royal mail first class on all products in stock (delivery time 1-3 working days). We may send orders by DPD or TNT depending on size.

All days listed are from the day of dispatch. Orders placed before 1pm will be sent on the same day, between Monday to Friday, and excluding Bank Holidays.

Can online orders be shipped to another address than my billing address? 

Yes. Please ensure you provide the the address your card is registered to for the Billing step upon checkout for security checks. For the Shipping step upon checkout, you are welcome to have an order shipped to a work or alternative address. This does not apply to demo racquets ordered. 

What happens if I am not in when delivery is attempted?

If nobody signs for the package, you will be left a calling card and the goods will be returned to your local delivery depot. You may contact the courier to arrange a suitable redelivery date or alternatively, it may be possible to collect the order from your local depot. Identification will be required upon collection.

Please note that by leaving a signed note at the delivery address, alternative delivery instructions may be offered for the delivery driver to adhere to. Depending on your property, the delivery driver may deliver to a neighbour or leave the parcel in a safe location at your address.

Ordering:

If I order online, where do items get sent?

Items ordered online will be sent either to your billing address or another delivery address approved by the card vendor if successfully processed through our checkout. 

Are my details safe when ordering online?

All transaction taken on our website are 100% safe. During and after the checkout process, your credit card details are encrypted. Once you reach the checkout page where you enter your card details, you are on our secure server, confirmed by being on an https page.

After your order is placed, your credit card details are securely sent, due to the encryption, preventing anyone being able to access the information except for the bank authorising the transaction. After this authorisation is successful, the encrypted data is wiped.

Where can I obtain a receipt or invoice?

When orders are dispatched, the final receipt is emailed on the same working day, usually between 2pm and 9pm. 

Why haven't I received a confirmation that my order has gone through?

Our system will automatically send an order confirmation email once an order has gone through successfully. We would advise Customers check their spam folder if you have not received a confirmation email. Otherwise, please contact us as it likely means that the order has not gone through.

Will my order be sent in one or multiple packages?

Every order placed results in one package being shipped. If products are out of stock, we may dispatch orders separately, depending on restock time frames and your decision.

What times should order be placed for same day dispatch?

Orders must be placed before 1pm to ensure same working day dispatch. This is Monday to Friday only and excludes any Bank Holidays or any non-operational days.

Orders placed after 1pm will be processed on the next working day.

Payment and Checkout:

Which payment methods do we accept?

We accept visa, maestro, paypal, amex and apple pay.

Why was my payment declined?

There are a variety of reasons why your card payment may have been declined but we are not informed of the exact reason. You will need to speak to your bank for the explanation. Reasons for your card being declined include:

Can I order over the phone?

We ask for orders via the online store to be made via the website please.

Can I pay upon delivery?

No. We request cleared payments before ordered are dispatched.

When do you take payment when an order is placed?

We take payment automatically at the point of placing the order. Your order will only be processed once authorisation of your debit or credit card has been properly received and necessary security checks have been completed.

The vast majority of orders are shipped on the same working day [Monday to Friday, excluding Bank Holidays], provided the order is placed before 1pm GMT.

Returns and Exchanges:

How can I cancel an order?

Orders are transferred for fulfilment immediately after payment has been received and therefore it is imperative you contact us soon as possible to cancel or adjust an order.

If the order has already been shipped, it is advisable to reject delivery at the attempted point of delivery and ask the delivery driver to return the package back to the sender. 

I have changed my mind with an order, what can I do?

If you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so, provided you inform us of your decision within 30 days of receiving the order. Please note that all customers have a legal right to return an order within seven days of receipt of the order, however, TOPstring.co.uk has extended this guarantee to 28 calendar days. The product must not be used and must be 'as new' when returned to us.

Once you have informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense.

Once the order is received back at our warehouse, we will issue a full refund for the order to your original payment method, minus any shipping expenses.

What do I do if an order has arrived damaged?

We ask that you report issues with delivery within 24 hours of receipt. If the products are visibly damaged on receipt, pictures should be taken immediately in order for us to make a claim with the shipping carrier.

At the request of all shipping carriers, you must not have any further contact with the box or products, until the issue is solved.

What should I do if a product is faulty?

You have 28 calendar days in which to inform us of any original fault. After this period, any applicable warranty commences.

Products should be returned in their original packaging. Once we have verified the fault, we will repair or replace the product.

You should not return the product until you have received authorisation.

What can I do if I received the wrong product ordered?

In the extremely unlikely event that you receive the incorrect product(s) ordered, please accept our apologies and contact us at the first available opportunity to inform us and we will resolve to an amicable resolution.

In most cases, we will cover your return shipping and issue the correct product(s) out within two working day.

How can I return a product?

You must contacts us to obtain authorisation to return a product first. In order for us to accept returns, the product must be in the same condition you received the product in upon delivery, if you have changed your mind with a purchase.

Failure to contact us, prior to returning the product(s), will result in delays in dealing with your request.

Returning the product to us is the responsibility of the Customer and therefore steps must be taken to ensure the product is received back to our warehouse in a satisfactory condition. We recommend sending a product back via an insured postage service. Always retain proof of postage in the event of a claim.

How do I get help with a problem I have?

Should you have a problem with a product, please contact us.

We will look at the enquiry, date the order was placed and warranty position to determine a resolution. Please provide as much information as possible pertaining to the issue; images and videos are usually very helpful for us.