Ordering
How to Place Your Order
Ordering with us is easy and hassle-free. Here’s a simple step-by-step guide:
Find Your Items: Browse our collection and choose the item(s) you’d like to purchase.
Choose Your Options: If applicable, select your preferred colour and size. Once you’re satisfied with your selection, click the ‘Add To Cart’ button. Your chosen item will be added to your shopping basket, conveniently located at the top right of the page. You can either proceed to checkout or continue browsing to add more items to your basket.
Out of Stock Items: Please note that if a product is marked as “Out of Stock” but can be back-ordered, you can add it to your basket. However, do not select Priority/Next Day Shipping, as this service won’t be available for such items. You can, of course, select these shipping options if you’re ordering other in-stock items. In the event that we cannot supply an item on backorder, we’ll promptly contact you to offer an alternative or process a refund.
Expedited Shipping: Keep in mind that Next Day/Priority Shipping isn’t available for bespoke or customized items. Please refrain from selecting this option, as refunds won’t be provided. Turnaround times are generally around 10 working days, but this may vary during peak periods and isn’t guaranteed.
Review Your Basket: You can review the contents of your basket and see the total cost at any time by clicking on the Basket icon at the top right of the page.
Carriage Costs: On the Basket page, you’ll find carriage costs listed in the ‘Delivery’ box. It also includes additional shipping information specific to your delivery destination.
Make Adjustments: Feel free to remove items from your basket or change the quantity while you’re on the basket page. If you make any quantity adjustments, be sure to click ‘Update Cart’ to save the changes.
To Proceed to Checkout
1. Click the ‘Proceed To Checkout’ button on the right side of the Basket page.
2. Enter your billing and delivery details, including your contact information.
3. Choose your preferred delivery method and add any relevant notes, if needed.
4. Double-check your address details before clicking the ‘Continue to Payment and Review’ button.
5. Hit the ‘Place Order’ button on the right to be directed to our secure WorldPay payment gateway or PayPal.
6. Select your preferred payment method and follow the on-screen instructions as guided.
7. You’ll receive a confirmation email to let you know your payment was successful.
Pricing & Descriptions
We do our best to ensure that all prices and information are accurate. However, errors can occasionally occur. We reserve the right to correct any errors, inaccuracies, or omissions, and we may change or update information or cancel orders if there’s any inaccuracy at any point, even after you’ve submitted your order. If you place an order at an incorrect price, we’ll contact you immediately to discuss how to proceed.
All prices shown include applicable VAT. Please be aware that if you shop via a VPN, prices may display without VAT, but it will be added at checkout before payment. If your order reflects incorrect VAT due to a VPN or other issues, we’ll contact you upon receiving your order. For customers based in the Channel Islands, VAT won’t be applied, and this will be reflected at checkout.
Stock Levels
We strive to keep our stock levels accurate, but due to the fast-moving nature of our inventory, there might be occasional delays in syncing stock levels. If you’ve ordered an item that’s out of stock, we’ll notify you promptly and ask how you’d like to proceed.
Delivery Information
We partner with premium delivery services like DHL and DPD for most of our deliveries, typically requiring a signature.
We aim to dispatch all orders received before 2 pm on the same day (Monday to Friday), although this cannot be guaranteed during peak times. Most UK orders are delivered within 1-3 working days, but this may be longer during peak periods and isn’t guaranteed. Teamwear items are printed on demand and typically have a delivery time of around 10 working days, but this can be longer during busy times.
Please note that we only deliver your goods once full payment is received.
Orders for the Republic of Ireland will have VAT removed at checkout but will be subject to local taxes and import duties. These vary by item, so it’s your responsibility as a customer to cover them. If these duties aren’t paid, your order will be returned to us, and we’ll issue a refund, minus any return costs.
Orders for the Channel Islands and the Isle of Man will also have VAT removed at checkout, except for certain club articles where adjustments have been made. If VAT isn’t removed, please contact us, and we’ll process your order accordingly.
Please note that we cannot deliver to PO Box addresses. Most orders are shipped by courier and require a signature upon receipt, so make sure someone is available to sign for the delivery. If you’ve placed an order for multiple items, we’ll try to combine shipping and deliver all items together, especially for club orders that require decoration. However, if you need items urgently, we recommend selecting Next Day Delivery.
For detailed delivery costs, please visit our Delivery Information Page.
Returns Policy
We want your shopping experience to be as pleasant as possible, and we’re confident you’ll love your purchases. However, if you need to make a return, here’s what you need to know:
– You have a 30-day window from the date of despatch to return your item for a full refund.
– If you bought an item from one of our retail stockists, please return it to them, not us. Sending it to us won’t allow us to process your return or speed the process up.
– When returning an item to us, please include a copy of our returns form (see below). It’s crucial for us to have this information to process your refund. If you’re looking for a different size, simply place a new order.
– Make sure the item is in an unused, unworn condition, with all original packaging, labels, and tags intact. We reserve the right to decline a refund if these conditions aren’t met or if the item’s quality is compromised in any way. Personalised or customised items can only be refunded if they’re faulty, and this applies to all club articles.
– Please note that TK Hockey UK Ltd won’t cover the cost of return shipping unless the product is clearly faulty or if we made an error (like sending you an incorrect or defective item). If the item proves to be faulty upon inspection, we’ll handle the return costs. However, if there’s no fault found, you’ll be responsible for return carriage charges. If you want to exchange an item for a different one, you’ll need to cover the additional carriage cost and place a new order on our website.
– Once we receive your return, we aim to refund you within 21 days of confirming your eligibility. This assumes your return is within the 30-day window or is due to a product fault.
Return Address:
Returns – TK Hockey (UK) Ltd
Unit 8, Castlegate Business Park
Old Sarum
Salisbury
Wiltshire
SP4 6QX
Please remember to download and complete a copy of our Returns Form for any items you wish to return. This helps us process your return efficiently.
Payment Methods
We offer multiple payment options, making your checkout process convenient and secure:
– Credit/Debit Cards: We accept MasterCard, Visa, and American Express. Simply choose the ‘Pay By Card’ option at checkout. Rest assured, we do not handle credit or debit card details; all transactions are processed securely by our payment partners, Stripe and PayPal.
– We also accept payments via PayPal, Apple Pay, and Google Pay.
Your satisfaction is our priority, and we’re here to assist with any questions or concerns you may have. Feel free to reach out if you need further assistance or clarification.
