FAQ's & Help
Questions you have about Onlinegolf, our products and our services, may have already been answered below.
Click on the question from this list to be taken to the answer:
- When will I receive my order and how do I track it?
- Which courier do you use?
- What happens if I miss the couriers when they deliver?
- When do I need to order to receive my items in time for the weekend?
- Can I choose when during the day my parcel will be delivered?
- How do I return something?
- I returned an item - what happens next?
- What happens if I receive a faulty or incorrect item?
- How can I pay?
- I have placed an order. Why have I been asked for additional ID?
- I've made an error on my order - how do I change it?
- How do I cancel my order?
- I live in a VAT exempt area - how do I get the VAT removed from my order?
- I am a business. Can I make purchases excluding VAT?
- What can I do if an item is not in stock?
- What sizes do we stock?
- What comes with my purchase? (i.e. headcover/wrench)
When will I receive my order and how do I track it?
The delivery services that were available and the one that you selected, will determine when your order will be processed and when you can expect it.
- If placed before 6pm, Next Working Day and Next Working Day pre 10am deliveries will be dispatched on the day of order, for delivery on the working day.
- Saturday deliveries will take place on the next Saturday following the placement of your order, as long as it has been placed before 6pm on Friday. Orders placed on the Saturday service after this time will be delivered on the following Saturday.
- Orders placed on our Standard Delivery service will be processed within 3 working days for delivery within 3 to 7 working days of the order being placed.
Regardless of the delivery service chosen, we will let you know that your order has been shipped by sending you an email in the evening of the day that it is dispatched. If you are a registered customer, you will also see in your online account that the status of your order will have changed from ‘Awaiting Dispatch’ to ‘Fully Dispatched’.
You can track the status of your parcel online by visiting our Track Your Order page or by following the link on the email that you received when your order shipped.Back to top
Which courier do you use?
For deliveries throughout the UK and Europe we use DPD, who are a member of one of Europe's leading services groups GeoPost, and parts of the Hermes Group. The services we use from DPD and Hermes, specialize in the delivery of small to medium sized parcels with a focus on home delivery.
By using DPD and Hermes, we are able to offer a wide range of delivery options to all our Customers and the various services can be viewed by visiting our Shipping and Delivery page. Please note that service restrictions apply to certain delivery areas. International restrictions can be viewed on the on the Shipping and Delivery page whilst for UK deliveries, our basket will only offer services that are applicable to your postcode.
We offer full traceability of your orders from point of shipping through to delivery and you will receive an email once we ship your order from our Distribution Centre. Please note that depending on the delivery service that you have selected, this may be up to 3 days after placing your order. This email will provide you with a link to the tracking system of the relevant courier, where you will be able to see the progress of your delivery.
Of course you can call our Aftersales team on +44(0)1512247141 or email them at email@example.com for more information about the delivery of your order.Back to top
What happens if I miss the couriers when they deliver?
To ensure the security of all of our customers, we only send orders on services that require a signature. If you are out when the delivery is attempted, the courier will leave a card saying that the delivery was not possible and will do one of the following:
- The courier may retain your parcel for a future delivery attempt. Depending on instructions left by the courier, you may be able to change you delivery options. This is dependant on the service your order has been shipped on. Please refer to the instructions on your card for more details.
- The courier may be able to leave with a neighbour and obtain a signature from them. Please refer to the instructions on your card for more details.
- Unfortunately, if the delivery of your order fails 3 times, the parcel will be returned to us and we will contact you to discuss the best way to proceed.
To ensure that you receive your order as quickly as possible and with the minimum of fuss, we strongly recommend using a delivery address where there will be someone there to sign for the goods, such as a work address, friend or relative.
Please note that we do not allow collections from our carrier's depots.
For further information on the delivery of your order, please contact our Aftersales team on +44(0)1512247141 or email them at firstname.lastname@example.org.Back to top
When do I need to order to receive my items in time for the weekend?
Customers in the UK can order up until 6pm on the Friday and still receive an order on Saturday (provided you have selected our Saturday Delivery option). To guarantee receipt of an order on Friday, the order must be placed by 6pm on the Thursday, selecting Next Working Day. Please note that orders placed on our Next Working Day Service between 6pm on Friday and 6pm on Monday will be delivered on the Tuesday (excluding Bank Holidays). Orders placed on our Standard Delivery service will be delivered within 3-7 working days of the order being placed.
Please bear in mind that even though our shop is open 24 hours a day and 7 days a week, we only ship orders during office hours.
For delivery to European countries, please allow 3-7 working days from placing your order.
For further information about expected delivery timescales, please contact our Sales team on +44(0)1512247141 or by email at email@example.com.Back to top
When do I need to order to receive my clubs in time for the weekend?
For orders being delivered within the UK and depending on the delivery service that you choose, you may be able to select specific and convenient times for your delivery (subject to regional exclusions).
- For priority deliveries, you may select our Next Working Day by 10.00am service. To utilise this service orders must be received by 6.00pm. Please note that orders shipped on Friday will be delivered on Monday by 10am (excluding Bank Holidays).
- We offer a Saturday Day Definite Service. To utilise this service, orders must be received by 6.00pm Friday.
- We also offer a service where you can choose a delivery date, up to 1 month in the future (but no sooner than within 3 days). In the basket, simply select the ‘Choose a delivery date’ option and enter the date you wish to receive your delivery.
Please note that service restrictions apply to certain postcodes. In the basket, you will only be offered services that are applicable to your delivery postcode.
You may also add special instructions to request the courier to leave with a neighbour or leave in a secure area within your property. Please note that the neither the Courier nor SW Golf can accept responsibility if you choose this option. This option can be found below the address sections of the checkout.
We strongly recommend you use a delivery address where there will be someone to sign for the goods, such as a work address, friend or relative. By doing this you can ensure that you receive your order with minimal fuss and maximum speed.
Please note that we do not allow collections from our Carriers depots.
If for any reason you need to change the delivery address then you should call our Aftersales team on +44(0)1512247141 or email them at firstname.lastname@example.org.Back to top
How do I return something?
Instructions on how to return purchased items can be found by visiting our Returns & Refunds page.Back to top
I returned an item - what happens next?
Our returns normally begin to be processed within a day of us receiving them.
For items returned for a refund, you can expect to automatically receive your refund in the method that you paid within 7 working days from the day that we receive the items. If you believe that we have received your item but have not had your refund within 7 working days, please contact our Aftersales team on +44(0)1512247141 or by email at email@example.com.
For exchanges, once our distribution team have received your returned item and confirmed that your exchange request can be fulfilled, they will begin processing the shipment of your new item. Should there be any pricing discrepancies or availability issues, you will be contacted by a member of our Aftersales team.
For items returned as faulty, we may need to send your items to the manufacturer for inspection. We work very closely with our suppliers to make this process as fast as possible so that we can provide you with a swift resolution. A member of our Customer Service team will contact you soon as we have a response from the supplier.Back to top
What happens if I receive a faulty or incorrect item?
Should you receive an item that is faulty upon delivery, or something that you didn’t order, please call a member of our Aftersales team on +44(0)1512247141 or email them at firstname.lastname@example.org as soon as possible. The sooner we know that something has gone wrong, the quicker we will be able to resolve the problem.Back to top
How can I pay?
We try to make your shopping experience as convenient as possible and as such accept many different types of payment methods. Below are the ways that you can pay for your orders:
- Debit or Credit Card – Visa, Visa Electron, MasterCard, Maestro, American Express and Delta
- OnlineGolf Vouchers
- OnlineGolf Loyalty points (up to a maximum of 50% of the total order value)
Our on site security has been authenticated by GeoTrust so that when you shop with us, you can do so, safe in the knowledge that your payment details are treated confidentially and that order is secure.Back to top
I have placed an order. Why have I been asked for additional ID?
The security of all of our customers is of paramount importance and as such we have multiple layers of protection that prevent fraudulent transactions. To support this, we may occasionally require additional identification to validate your order and the details that you have provided in the checkout process.
Should it be required, a member of our Aftersales team will contact you to request additional information. You can rest assured that we treat this information in the strictest confidence and only use it to validate the order you have placed.
By validating selected orders in this way, we can protect our customers, and our business from the harmful and costly effect of online payment fraud.Back to top
I've made an error on my order - how do I change it?
Provided our Distribution Centre have not started to process your order, it can be amended. Please call our Aftersales team on +44(0)1512247141 or email them at email@example.com as soon as possible so that a member of the team can look into your query.Back to top
How do I cancel my order?
Provided our Distribution Centre have not started to process your order, it can be cancelled if you wish. Please e-mail firstname.lastname@example.org or call +44(0)1512247141 as soon as possible with the order number to discuss whether we are still able to cancel your order.
If we are unable to cancel your order there is no need to panic. Our returns policy allows goods to be returned (provided they are unused and in their original packaging) for up to 30 days after the order is placed for a full refund or exchange.Back to top
I live in a VAT exempt area - how do I get the VAT removed from my order?
If you live in one of these areas, such as the Channel Islands, the VAT will automatically be removed during the checkout process. Unfortunately, we are unable to provide documentation for VAT Refunds on products delivered within the UK, which will subsequently be taken abroad.Back to top
I am a business. Can I make purchases excluding VAT?
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What can I do if an item is not in stock?
The availability of stock on site is kept up to date in real time and is refreshed when products come back into stock. As such, if you cannot see an item on site, or that you cannot select the loft/flex/size etc. option that you would like, then unfortunately we do not currently have stock of this product in our Distribution Centre. We are unable to inform you once the items are back in stock so please check back regularly to avoid disappointment.
We will often create Pre-Orders for launches of new products which will enable you to reserve these items and ensure that you receive your new purchases at the earliest opportunity.
For information about upcoming product launches and Pre-Orders, please call our Sales team on +44(0)1512247141 or email them at email@example.com.Back to top
What sizes do we stock?
To offer the widest possible selection and choice, we work with multiple clothing and footwear manufacturers and suppliers. As such, there may be differences in sizing formats between these brands. To help our customers make the correct size choices, we provide brand specific size guides on our clothing and footwear products.Back to top
What comes with my purchase? (i.e. headcover/wrench)
Some of the products that we sell will come with items to compliment your new purchase. Most of the Drivers, Fairway Woods, Hybrids and putters that we sell will come with a matching headcover. If you receive an order containing one of these products without a headcover, that you believe should have been accompanied by one, please contact Aftersales by phone on +44(0)1512247141 or email them at firstname.lastname@example.org. A member of the team will then be able to confirm whether you should have received a headcover and rectify the shortage if appropriate.
Adjustable clubs require specific tools to make the changes available. Most manufacturers will supply these with the purchase of an adjustable Driver but may not always do so with a Fairway Wood or Hybrid. If you have a concern over whether your purchase will come with a wrench, please speak to a member of our Sales team on +44(0)1512247141 or email them at email@example.com.Back to top