FAQ

What courier do you use to ship my items?

We use a variety of couriers for all of our items. Larger orders or more expensive items may be sent using DPD or Parcelforce and are all sent with tracking information.

When does my order get dispatched and how long will it take to reach me?

We try our best to be as fast and efficient at getting your item packed and shipped out to you. Items order before 2pm are often dispatched the same working day (Mon-Fri). Orders placed over the weekend are dispatched on the Monday. Although we send out our items promptly, please allow 3-5 working days for your item to reach you.

Part of my order is missing, what should I do?

Regrettably mistakes can happen. If you have received your order and an item is missing, please contact us giving your order number and the missing item and the issue will be looked into. We will ship missing items out straight away after being notified.

My order has not arrived yet, where is it?

Please allow 3-5 days. If your order has still not arrived after a maximum of 14 days please contact us. Normally we will allow this amount of time for the items to get to you before taking the issue further as most items in the post eventually turn up but sometimes can be delayed for reasons out of our control. If it has still not arrived after allowing extra time we will send you a declaration form which needs to be signed and sent back to us stating that you have not received the item before a replacement or refund can be given.

Do I have to pay for return postage?

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the item using a delivery service that insures you for the value of the goods.

Refunds on postage may be given in certain circumstances such as damaged items or missing parts however apart from this, it is your responsibility to pay postage.

What is your returns address?

 

How long will a replacement take?

Please allow 2 working days from receipt of return for the replacement to be processed. Once processed please allow between 3-5 working days to receive your replaced goods.

How long will a refund take?

Please allow 2 working days from receipt of return for the refund to be processed. Once processed please allow between 5-10 working days to receive your refund credited to the account the goods were bought from.

Who do I contact for general enquiries, website help and order related issues?

For general enquiries e-mail Sales@ExcaliburSports.co.uk and we will do our best to get back to you within 48 hours.