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Customer Service

Frequently Asked Questions

Do I need to set up an account to place an order?

I've forgotten my password. What should I do?

Your website won’t let me choose the size I need. It’s not on the drop-down list?

How do I know that the products you sell are authentic?

What can I do if something is wrong with my order?

Are the pictures shown on the website an accurate illustration of the actual product?

What payment methods does SportsLocker.eu accept?

I've seen something advertised but cannot find it on your website?

 

Shipping Information

What are the shipping charges?

Can I track my delivery?

Has my order been shipped out yet?

How can I get my order shipped to a different address than my billing address?

How much duties and taxes will I have to pay?

Is my package insured?

What happens if I miss my delivery?

Has my order been shipped out yet?

 

Returns

How long can I keep my order before returning?

What's your return policy?

Do I have to pay to return?

How long will it take to process my return? 

Will I be refunded the full value of my order? 

 

 

Exchange

How do I make an exchange?

 

Website Security

Is your website secure?


 

Frequently Asked Questions

 

Do I need to set up an account to place an order?

No, you can shop at SportsLocker.eu without creating an account.

However, registering your details will allow you to:

  • Track your order and review past purchases
  • Shop without entering your address details
  • Manage your address book and email setting

 

I've forgotten my password. What should I do?

Click on Forgot Password on the login page. This will allow you to follow the appropriate steps to re-set your password.

 

Your website won’t let me choose the size I need. It’s not on the drop-down list?

If a size is listed, then it is sold out. We do not expect or know if we can restock it.  Please do check again, as we may re-stock some of our styles.

 

How do I know that the products you sell are authentic?

All our stock comes with official invoices and a black/white copy can be provided on request(if stated in the description of the product). We guarantee that every item we sell is 100% authentic. Check feedback on our eBay store.

 

What can I do if something is wrong with my order?

If you receive the wrong item or something is missing from your order then send us an email at sportslocker@live.com

  

Are the pictures shown on the website an accurate illustration of the actual product?

We try our best to ensure the photographs you see online are as close to the real product as possible. But the actual product may slightly vary from the images shown on the website.

 

What payment methods does SportsLocker.eu accept?

We accept PayPal only at this present moment.

 

I've seen something advertised but cannot find it on your website?

Contact our Customer Service team and give them as many details as possible. We will do our best to find it for you.

 



Shipping Information

 

All our packages require a signature. The delivery of your package may be delayed if no one is present at the time of delivery.

Please note that we aim to dispatch all orders within 24 hours with the exception of sale periods where this may take up to 48 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. SportsLocker.eu are not responsible for any delays caused by destination customs clearance process.

 

What are the shipping charges?

 

destination
service
cost upto 500g
cost from 501g to 2kg
each additonal item
delivered
 United Kingdom
First Class Recorded
£5.00
£11.00
£10.00
Next Day
Europe
Air Sure or International Signed
£6.00
£25.00
£20.00
3-5 Working days
United States
International Track and Signed
£6.00
£25.00
£20.00
5-7 Working days
Rest of the World
International Track and Signed
£6.00
£29.00
£25.00
5-7 Working days

Can I track my delivery?

Yes. We will email you the tracking number once the goods have left our warehouse.

 

 Has my order been shipped out yet?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. SportsLocker is not responsible for any delays caused by destination customs clearance process.

 

Can I get my order shipped to a different address than my billing address?

No, we only ship to confirmed PayPal addresses.

 

How much duties and taxes will I have to pay?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, because customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from SportsLocker to the shipping address. Once your items has been delivered to the specified delivery address and signed for, they are no longer insured.

 

What happens if I miss my delivery?

If you miss the delivery, the courier will leave a card and try again the next working day. If the delivery is missed again, they will leave you another card and take the goods back to the nearest depot where they can be collected. 

 

Has my order been shipped out yet?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. SportsLocker is not responsible for any delays caused by destination customs clearance process.

 


Returns 

 

How long can I keep my order before returning?

We ask you return your items to us within 10 days of receiving them.


What's your return policy?

1. Returned items must be completely new in saleable condition.

We will not accept returns and/or exchanges if there is evidence that the shoes have been worn outdoors. SportsLocker.eu reserves the right to refuse any return and/or exchange that does not meet the conditions stated herein. All shoes must be tried on a carpeted surface until you are certain you are keeping them.

 

2. The original shoebox and accessories must be returned with the shoes in new and saleable condition.

Returns without the original shoebox and accessories will not be accepted. Returns using the shoebox as a shipping box will not be accepted also.

 

3. A return authorization number must accompany all returns and exchanges.

To return a product, you must contact Customer Service for a return authorization number. If a return authorization number is not obtained prior to returning the package, the return may not be accepted.

 

Do I have to pay to return?

We are sorry but we do not offer a free returns service at the moment. The customer is liable for the shipping cost.

 

How long will it take to process my return? 

Returns are usually processed within 3 working days from receiving the goods.

 

Will I be refunded the full value of my order? 

All correctly returned products will be refunded and will exclude shipping costs.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Please be aware that it can take up to 10 days for the refund to appear in your account
.

 


Exchange

 

How do I make an exchange?

If you are returning for exchange, please email us for your return authorization number and to order your exchange item. Ordering your exchange item will better ensure availability. We will refund your purchase price once we receive your return. If you choose not to order, you still must email to obtain a return authorization number.

Items returned for exchange, If the desired item is out of stock, the return will be treated as a return for refund. SportsLocker.eu will issue a refund after deducting the original shipping fee, and we will notify you by email about your refund.

 


Website Security

 

Is your website secure?

To help ensure that your shopping experience is safe, simple and secure, SportsLocker.eu uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.