FAQ

How do I track my order?

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You can track the status of your parcel online by visiting our Track Your Order page.

How do I return something?

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Instructions on how to return purchased items can be found by visiting our Returns & Refunds page.

I returned an item - has it arrived yet?

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Our returns are normally processed within a day of receiving them. You will be contacted by email straightaway, either confirming a refund, notifying you that an exchanged item has been despatched or that a faulty item has been returned to the manufacturer.

If you have not heard from us within 2-3 working days of your expected delivery date of the item back into our warehouse, please contact us or chase the delivery up with your courier (if you have used one).

I have seen that you offer a 90 day trial. How do I take up that offer?

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Details of this offer can be found by visiting our 90 Day Trial page.

When do I need to order to receive my clubs in time for the weekend?

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UK Customers

You can order up until 4pm on the Friday and still receive an order on Saturday (provided you have selected our Saturday Delivery option). To receive an order on Friday, the order must be placed by 4pm on the Thursday, selecting Next Working Day. Orders placed on our Standard Delivery service must be placed by 4pm on Monday to guarantee delivery by the weekend; that is, by Friday. Please note that orders placed on our Next Working Day Service between 4pm on Friday and 4pm on Monday will be delivered on the Tuesday.

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.

Overseas Customers

In order to guarantee delivery for the following weekend orders must be placed by 4pm on the following days of the previous week:

Republic of Ireland: Wednesday

Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia: Thursday

Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden: Friday

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.

Which courier do you use?

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This depends on where you live and what items you have purchased. All orders shipped to mainland Europe are shipped by TNT and all orders to the Republic of Ireland are shipped by Interlink Express. Tracking Numbers for both of these are e-mailed out on the day of despatch of the order.

Some small UK orders, such as polo shirts and small accessories are despatched by Royal Mail 1st Class, and as such are not trackable (please note if Next Working Day or Saturday Delivery is selected we will not send goods out in this way). Most orders are shipped by Interlink Express* and a tracking number will be emailed on the day of despatch. All UK deliveries* despatched in this way will be delivered (or attempted) on the following working day after despatch (please note that we only guarantee to ship an order the same day if it is placed by 4pm on our Next Working Day service, otherwise please allow 3-4 working days for despatch).

* For the following postcodes we use Parcelforce 48 Hour Delivery for larger items: AB21-AB56, All BT, FK20, G83, All GY, HS1-HS9, All IM, IV1-IV63, All JE, KA27 & KA28, KW1-KW17, PA21-PA77, PH19-PH50 and ZE1-ZE9

Can I choose when during the day my parcel will be delivered?

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At present we can only narrow a delivery down to a particular day (selecting our Next Working Day delivery). Deliveries are normally made between 8am and 5pm and more often than not happen in the morning. If you request a delivery time in your special instructions when ordering online, then the courier may be able to help out, but will not always be able to accommodate your request.

We strongly recommend choosing a delivery address where someone is always there who can sign for the goods, e.g. work address, or friend or relative if you are out during the day.

If you are out when the delivery is attempted, then the courier may attempt to leave it with a neighbour. Alternatively they will leave a card with their contact details so you will be able to rearrange the delivery. (Please note this may mean extra charges are incurred if the address needs to be different).

Can I order from a country not listed on your website?

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The only countries we can deliver to that are not members of the EU are Norway and Switzerland. At present the website does not take off the VAT automatically.

If you wish to place an order please select another country and email aftersales@onlinegolf.co.uk immediately with the order number. We will then remove the VAT for you, but please be aware that delivery to Norway or Switzerland costs £30.00 per order.

What happens if I miss the couriers when they deliver?

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If possible, our courier will attempt to deliver to a neighbour if you are not in, and leave you a card to inform you of this. Alternatively they will leave you a card and return the parcel to the local depot. The card will have their contact number which will enable you to rearrange delivery.

We strongly recommend however using a delivery address where there will be someone there 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.

I live in a VAT exempt area - how do I get the VAT removed from my order?

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At present the website does not take off the VAT automatically. If you live in one of these areas, such as the Channel Islands, please e-mail us the order number immediately at aftersales@onlinegolf.co.uk and we will remove the VAT for you.

I've made an error on my order - how do I change it?

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Provided we have not yet processed your order, it can be changed if need be. Please e-mail aftersales@onlinegolf.co.uk immediately with full details of the changes that need to be done and we will action this if it is not too late. Don't panic however, 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 if you need to.

How do I cancel my order?

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Provided we have not yet processed your order, it can be cancelled if you wish. Please e-mail aftersales@onlinegolf.co.uk as soon as possible with the order number and we will cancel the order if it is not too late. Don't panic however, 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 if you need to.