Player Repairs Consultancy | Free Store UK Delivery over £30

FAQS

Racquet Stringing:

Where are we based?

We operate in Rickmansworth, Hertfordshire.

Can I just turn up?

All visits are by appointment only. Please call to arrange a visit.

Do we offer evening stringing?

Yes. Our stringing service operates 9am-9pm Monday-Sunday. You can arrange to drop your racquet in after work for a 24hr restring or arrange an evening collection via 48-72hr collection and delivery service if you are in our listed areas. 

Why use us?

To date, our business has been built on Top customer service, high quality restrings and we always take a customer-focused approach with all of our customers. We always look to build trust, reward loyalty with our returning customers and we also make time to offer the best guidance we can based on your game and requirements. 

Do we offer same day stringing?

Yes. We can string racquets same day stringing. See our How it Works page for full details.

How can I pay for my restring?

You can pay online if you order a restring via our website. For offline restrings we accept cash on handover, please.

Do all restrings have warranties?

Unfortunately no. Once racquets are strung, strings cannot be resold. We always offer to text check all our customers 1-2 weeks after their restring. If there any problems, we always look to find mutually agreed solutions. Please see our repair terms and conditions for further details.

Finding repair terms & conditions?

These are found in the footer of the website under the Information column. 

What do restring prices include?

Our restring prices include restring consultation, string-set, restring labour, free collection & delivery to our listed areas and return protective packaging. If you supply your own strings (labour only), the same applies but without the string set. We do not include the repair costs of grommets or other items.

Do we check racquets in advance?

Yes. We do our best to check for hairline cracks. Aligned with our repair terms and conditions, we reserve the right not to repair racquets. Due to the possibility of damage to badminton racquets in stringing machines, we request prior agreement to our racquet repair agreement for badminton restrings. This is also explained in our badminton restring consultation. We do not take responsibility for grommets and their related issues. We may/may not suggest that grommets might need replacement. 

What machines do we use?

We use three machines:

  • 1 x electronic for tennis & squash
  • 1 x electronic for badminton
  • 1 x crank for the above if needed

What is UKRSA and ERSA?

Both are recognised associations who can train stringers to be able to work at the highest level. Instructors are Master Racquet Technicians and all have pro tournament experience and lead stringing teams.  

Restring Collection & Delivery:

What couriers do we use for UK wide?

  • Parcelforce

We currently use Parcelforce but recognise there are a number of providers that offer competitive prices. Along with our Parcelforce service, we also encourage customers to also use their own for UK Wide stringing. We only use signed for services to avoid racquets going missing. Outside UK Wide services, Topstring undertakes its own collection and delivery to its selected areas.

Store:

Are my details safe?

Yes. All transactions processed on our website are 100% safe. All credit and debit card details are encrypted during and after the checkout process. After authorisation is successful, the encrypted data is wiped.

    Not in to receive direct delivery?

    If nobody signs for the package, a calling card will be left 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. 

    Can orders go to another address?

    This can be done. Please ensure you provide 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.

    How do I get a receipt or invoice?

    When an order leaves for delivery, the final receipt is emailed on the same day, usually between. The email subject line begins with "Receipt & Shipping Confirmation".

    How do I cancel an order?

    Orders are processed for fulfilment immediately after payment has been received and therefore it is imperative you contact us as 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.

    What are the Store hours?

    The store operates 9am-9pm, Monday-Sunday.

    What delivery options are available?

      How do I return a store item?

      To return an item you have 28 days to do so. We request that contact us to obtain authorisation to return a product first. Please note that 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 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 will my store items be sent?

      Royal Mail or DPD.

      How to return my store item?

      Customers have a legal right to return an order within seven days of receipt of the order. Topstring has extended this period to 28 days. In line with our returns policy, the product(s) must not be used and must be 'as new' when returned to us. Returns and refunds do not apply to items listed in our returns policy. For items that are applicable, please contact us within the 28 day period should you wish to return an item and we will send you a returns form. 

      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.

      Customisation:

      Where are customisation services?

      • Services can be found here

      Is collection & delivery included?

      Yes. If you are ordering a restring along with broader customisation, our 48-72 hour collection and delivery is included and covers the TS listed areas.