Frequently Asked Questions

Frequently Asked Questions

Shipping & Delivery
From our UK warehouse, we dispatch worldwide. From economy to express delivery, a variety of options are available upon the basket and checkout pages.
Shipping & Delivery FAQs
How much is delivery?

Delivery prices are dependent on the weight and size of products, as well as the delivery destination and service.

Simply "Add to Basket" all products you are looking to purchase and then select your country and postal or zip code Basket page.

Our sophisticated automated system is able to calculate the cost and range of delivery options available.

What delivery options are available & how fast is delivery?

You can view the delivery options available to your country and their respective delivery times by clicking here.

Can orders be shipped to an address other than my billing address?

Yes. Please ensure you provide the the address your card is registered to for the Billing step upon checkout for security checks. For the Shipping step upon checkout, you are welcome to have an order shipped to a work or other address.

Can you specify a timed delivery?

Yes. For shipments sent via Interlink Express, a one hour delivery time slot can be found by checking the tracking number against the Interlink Express website on the morning of delivery.

Alternative options include Royal Mail Special Delivery which is guaranteed by 1PM the following day of dispatch. Delivery by 9AM across Europe is available upon request as well as Saturday deliveries with couriers at a surcharge.

What value do you state for customs purposes?

For orders shipped to countries outside the European Union, we must specify a total valuation for the order as taxes may be levied in your own country.

The package will be declared at 70% of the order value, excluding shipping and marked as a purchase.

Lower values may able to be declared by prior arrangement where legally possible.

What happens if I am not in when delivery is attempted?

If nobody signs for the package, you will be left a calling card and the goods will be returned to your local delivery depot. You may contact the courier to arrange a suitable redelivery date or alternatively, it may be possible to collect the order from your local depot. Identification will be required upon collection.

Please note a note may be left with a signature at the delivery address with alternative instructions for delivery. Occasionally, the courier may deliver to a neighbour or leave the parcel in a safe location at your property.

What happens if I am unable to check the contents of the order upon delivery?

If you are unable to check the contents of the package at the time of delivery, please sign for the order as 'UNCHECKED'.

Failure to do so may affect any condition or warranty claims that you make after delivery.

How long should I wait for delivery?

If orders are not sent by a timed or tracked service, please leave 14 days for UK orders and 30 days for outside the UK orders before contacting us. We are not able to track orders and cannot make claims with Royal Mail until after this period.

For timed deliveries, please contact us in the evening of the expected delivery date, as orders can be delivered up to 6PM.

Can I collect my order instead of having the order delivered?

Yes; we allow collections from our warehouse in Southbourne, Emsworth. Please select the collection option upon checkout and we will contact you when the order is ready.

Payment & Checkout
We offer a variety of payment methods to offer the highest level of convenience when making transactions with W & Strings.
Payment & Checkout FAQs
Which payment methods do you accept?

We accept the following payments online:

  • Card payments via Visa Debit, Visa Credit, MasterCard, American Express and Maestro
  • PayPal
  • Bank Transfer
  • Cheque
  • Purchase Orders

  • All of these payment options are available upon checkout.

    We also accept orders via telephone.

    Can I order via phone, as well as online?

    Yes. The easiest and quickest way is to order online, however, you may visit our contact us page to order via phone.

    When do you take payment when an order is placed?

    We take payment automatically at the point of placing the order. Your order will only be processed once authorisation of your debit or credit card has been properly received and necessary security checks have been completed.

    Approximately 99.8% of orders are dispatched within 3 working days.

    Why was my payment declined?

    There are a variety of reasons why your card payment may have been declined but we are not informed of the exact reason. You will need to speak to your bank for the explanation. Reasons for your card being declined include:

    - Your Card Issuer has high fraud detection measures and is blocking the transaction. Call your bank to ask them to remove any limitation.
    - You do not have enough cleared funds on your card to cover the amount of the purchase.
    - Your Card Issuer allows transactions to be made only in your own country i.e domestic use only.
    - Your card has been reported as lost / stolen and been cancelled by your Card Issuer.
    - Your card has or is due to expire and has been replaced by your Card Issuer.
    - Your card has recently been replaced by your Card Issuer but not yet activated.
    - Your card cannot be used to pay for goods / services in a Cardholder-Not-Present environment (online / over the internet).
    - There may be a problem with your Card Issuer's authorisation system.

    If you are sure that none of the reasons above apply to your payment attempt, we recommend that you try again or try an alternative payment method, such as PayPal. You should always call your bank to ask the exact reason for the card being declined if unsure.

    Do you accept Purchase Order forms?

    Yes. Please place the order, as usual, on our website and select your overall final payment method upon checkout.

    Please state in the comments section, upon checkout, that you will be sending a Purchase Order form and we will then be in contact to finalise.

    Can I pay upon delivery?

    No. We require payment up front to pay for the product(s) and delivery before the order is dispatched.

    I am VAT registered, can you deduct the 20% VAT?

    If you within the European Union but outside the United Kingdom and VAT registered, please inform us of your VAT number and register an account with us. After this has been done and we have been contacted, we will add the account on to being VAT exempt and you are then at liberty to place the order.

    Where should I send cheques to?

    If you have selected cheque upon checkout, you will be notified of the address to send your cheque automatically. The address to avoid any doubt is the following:

    W & Strings - Accounts
    Unit 5 Clovelly Business Park
    Clovelly Road
    PO10 8PW

    Our team have spent hours upon hours of testing the website you see today to ensure the products you require are easy to access and order in seconds.
    Ordering FAQs
    Are my details safe when ordering online?

    All transaction taken on our website are 100% safe. During and after the checkout process, your credit card details are encrypted. Once you reach the checkout page where you enter your card details, you are on our secure server, confirmed by being on an https page.

    After your order is placed, your credit card details are securely sent, due to the encryption, preventing anyone being able to access the information except for the bank authorising the transaction. After this authorisation is successful, the encrypted data is wiped.

    W & Strings is PCI DSS Level 4 compliant and is authorised to take payments directly on the website and over the phone. We never store card details.

    Do I need to pay 20% VAT?

    This depends on the country the order is being shipped to. All orders shipped to within the European Union will have 20% VAT included in the order prices. For all orders shipped outside the European Union, VAT will be automatically deducted upon checkout.

    Is a particular product in stock?

    Orders that are "In Stock" on the product page are guaranteed to be in stock and dispatched within 1 working day as over 50 units are in stock.

    For all other product, we keep around 95% of our total inventory line directly in stock. For any product out of stock when the order is placed, the order can be dispatched within 3 working days due to our strong links with ordering and delivering from suppliers.

    Where can I obtain a VAT invoice or receipt?

    Please login to your account and "View Order Details" for the order in question. After this is done, a link on the left will be visible called "Print Invoice". This is the final and confirmed invoice that will be put through for taxation purposes.

    Why haven't I received confirmation that my order has gone through?

    Our system will automatically send an order confirmation email once an order has gone through successfully. We would advise customers check their spam folder if you have not received a confirmation email.

    Will my order be sent in one or multiple packages?

    Every order placed results in one package being shipped. If products are out of stock, we may dispatch orders separately, depending on restock times.

    What time should orders be placed for same day dispatch?

    Orders must be placed by 1pm to ensure same day dispatch. This is Monday to Friday only and excludes any Bank Holidays or non-operational days.

    At request only, we may be able to dispatch orders placed on or before 4PM.

    How are you able to offer your prices more competitively than your competition?

    Due to our streamlined business model and high levels of automation, we are able to greatly reduce the operating costs of the business, allowing us to run our business more efficiently and pass the savings on to our customers.

    Our accounts with suppliers, combined with our massive buying power has allowed us to substantially reduce our purchase pricing.

    We import from countries around the world, and these savings get passed directly on to our customers.

    Returns & Exchanges
    Whether you have changed your mind on a purchase or perhaps may be in the unfortunate situation with an issue, we will do our absolute best to assist.
    Returns & Exchanges FAQs
    How can I cancel an order?

    Orders are transferred to the warehouse for fulfilment immediately after payment has been received and therefore it is imperative you contact us as soon as possible to cancel the order.

    If the order has already been shipped, it is advisable to reject delivery at the attempted point of delivery and ask the delivery driver returns the package to sender.

    I have changed my mind with an order - what can I do?

    If you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so, provided you inform us of your decision within 30 days of receiving the order. Please note that all customers have a legal right to return an order within seven days of receipt of the order, however, W & Strings has extended this guarantee to 30 days. The product must not be used and must be 'as new' when returned to us.

    Once you have informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense.

    Once the product is received at our warehouse, we will issue a full refund for the product to your original payment method. Shipping charges are non refundable.

    What do I do if an order has arrived damaged?

    We ask that you report issues with delivery within 24 hours of receipt. If the products are visibly damaged on receipt, pictures should be taken immediately in order for us to make a claim with the shipping provider.

    At the request of Royal Mail and all couriers, you must not have any further contact with the box or products, in order to avoid the possibility of an accusation of tampering.

    What should I do if a product is faulty?

    You have 28 calendar days in which to inform us of any original fault. After this period, any applicable warranty commences.

    Products should be returned in their original packaging. Once we have verified the fault, we will issue a replacement.

    You should not return the product until you have received authorisation.

    What can I do if I received the wrong product ordered?

    In the extremely unlikely event that you receive the incorrect product(s) ordered, please accept our apologies and contact us at the first available opportunity to inform us and we will resolve to an amicable resolution.

    In most cases, we will cover your return shipping and issue the correct product out within 2 working days.

    How can I return an product?

    You must contact us to obtain authorisation to return a product first. In order for us to accept returns, the product must be in the same condition you received the product in upon delivery, if you have changed your mind with a purchase.

    Failure to contact us, prior to returning the product(s), will result in severe delays in dealing with your request.

    Returning the product to us is the responsibility of the customer and therefore steps must be taken to ensure the product is received back to our warehouse in a satisfactory condition. We recommend sending a product back via an insured postage service. Always retain proof of postage in the event of a claim.

    How do I get help with a problem I have?

    Should you have a problem with a product, please contact us. For all emails, we use an internal tracking system and will forward your enquiry to the best member in our team who can deal with your request.

    We will look at the enquiry, date the order was placed and warranty position to determine a resolution. Please provide as much information as possible pertaining to the issue; images and videos are usually very helpful for us.

    About Us
    Founded in 1985, W & Strings is presently headquartered in Emsworth, Hampshire, United Kingdom.

    We started business offering A grade service to each and every customer; we continue to do exactly this a number of years on.
    About Us FAQs
    What are the methods of contacting you?

    We can be reached via phone and email. Please visit our contact us page for all the information.

    What are your hours of operation?

    Our official operating hours are 9AM to 5PM GMT, Monday to Friday.

    Can I have a bit more information about yourselves?

    Absolutely - please visit our about us page for more information about our company. If you have any further questions, we are more than happy to answer them - we would like to be as transparent as possible.

    What are your main areas of business?

    The company started business as a racquet sports specialist. Some years on, our focus remains within tennis, squash, badminton, racquetball, table tennis as well as injury supports.

    What is W & String's mission?

    W & Strings has the objective of becoming the racquet sports equipment wholesaler of choice in Europe, based on product expertise, pricing, quality of goods and level of service by placing the customer in the centre through an experienced, knowledgeable and dedicated team that are on hand every day of the week.

    Are all products sold genuine?

    Yes; all products we sell are genuine and authentic. This means that all products sold and dispatched to our customers go through the correct distribution channels and most importantly, manufactured at the authorised brand factories.

    Should you have any doubts at all, you are at liberty to contact any brand directly to establish we are an authorised reseller and secondly, ensure the product(s) received are genuine.

    What are your response times with emails?

    Our aim is to handle all emails within two hours during our working hours, however, you can still expect a reply outside of these hours. In some exceptional circumstances, responses may take longer.

    If you have not received any correspondence after one working day, please check your spam folder.

    How can you ensure I receive the best level of service?

    We started business as an online only company and as a result, draft all of our resources into serving our customers. From a sleek, clear and concise website, combined with as much product information as possible, to a speedy and hassle free checkout process, we will continue to listen to our customers and adapt accordingly.