Frequently Asked Questions

Delivery prices are dependent on the weight and size of products, as well as the delivery destination and method. For deliveries within the United Kingdom, delivery is free of charge on the basis of the order value being greater than £25, excluding VAT.

Simply "Add to Basket" on all products you are looking to purchase and then select your country and postal or zip code on the Basket page to view all the delivery options available.

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

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

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 alternative address.

Yes. For shipments sent via DPD Local, a one hour delivery time slot will be emailed and texted on the morning of delivery. Alternative options include Royal Mail Special Delivery which is guaranteed by 1PM the following day of dispatch.

For deliveries outside the United Kingdom, DHL Express offer day definite delivery.

For orders shipped to countries outside the European Union, Customers pay the excluding VAT price, which is 20% less. This, for outside European Union deliveries, mean that packages must pass through Customs in the country of delivery.

Package are usually declared at 60% of the order value, excluding shipping and marked as a purchase.

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

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 that by leaving a signed note at the delivery address, alternative delivery instructions may be offered for the delivery driver to adhere to. Depending on your property, the delivery driver may deliver to a neighbour or leave the parcel in a safe location at your address.

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.

When an order leaves our warehouse, the dispatch information and any applicable tracking information is automatically emailed. In this email, all the details available are provided.

If orders are not sent by a timed or tracked service, please leave 14 days for United Kingdom orders and 45 days for outside the United Kingdom deliveries before contacting us.

For timed deliveries, please be advised that deliveries can take place anywhere between 8AM and 6PM.

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.

We accept the following payments online:

Card payments via Visa Debit, Visa Credit, MasterCard, American Express and Maestro

PayPal

Bank Transfer

Cheque

Purchase Orders [Selecting one of the above end payment options]

All of the above payment options can be selected upon checkout.

We also accept orders via telephone or email, however, Customers will not benefit from the web exclusive settlement discount.

Yes. The easiest and quickest way is to order online, however, you may visit our contact us page to order via telephone. Please note that the only 5% settlement discount is available via telephone or email.

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.

The vast majority of orders are shipped on the same working day [Monday to Friday, excluding Bank Holidays], provided the order is placed before 15:30 GMT.

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.

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.

No. We require cleared payment before the order is dispatched.

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 without paying any VAT.

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 & D Strings - Accounts
Unit 5 Clovelly Business Park
Clovelly Road
Southbourne
Emsworth
Hampshire
PO10 8PW

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

This depends on the country the order is being shipped to. All orders shipped to within the European Union will have 20% VAT charged, unless a valid Intra-EU VAT number is provided. For all orders shipped outside the European Union, VAT will not be charged upon checkout.

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

For all other product, we keep around 98% of our total inventory line directly in stock. For any product out of stock when the order is placed, the order may take an additional 24 to 48 hours, however, we will contact you to discuss the options.

When an leaves our warehouse, the final receipt is emailed on the same day, usually between 16:00 and 19:00. The email subject line begins with "Receipt & Shipping Confirmation".

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. Otherwise, please contact ourselves as it likely means that the order has not gone through.

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

Orders must be placed before 15:30 GMT to ensure same day dispatch. This is Monday to Friday only and excludes any Bank Holidays or any non-operational days.

Orders placed after 15:30 GMT will be processed on the next working day.

As a "trade" supplier, W & D Strings does not supply the public. We receive preferential prices from suppliers, combined with large buying power from brands. Additionally, due to our streamlined business model + 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.

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 or adjust an 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 to return the package back to the sender.

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 & D 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 order is received back at our warehouse, we will issue a full refund for the order to your original payment method, minus any shipping expenses.

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 carrier.

At the request of all shipping carriers, you must not have any further contact with the box or products, until the issue is solved.

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 repair or replace the product.

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

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(s) out within two working days.

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 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.

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 warrany 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.

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

Our official operating hours are 08:00 to 18:00 GMT, Monday to Friday. We do not operate on Bank Holidays.

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.

The company started business as a racquet sports specialist dealing with the trade. Some years on, our focus remains on tennis, squash, badminton and racquetball products, as well as table tennis and stringing machines.

W & D Strings has the objective of becoming the trade supplier of choice for racquet sports equipment 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.

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.

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.

We started business over 30 years ago and are continuing to expand. We draft all of our resources into serving our Customers. From a sleek, clear and concise website, combined with an effortless ordering experience, Customers are conveniently able to order 24/7 and have orders delivered at ground-breaking speed..