FAQs

 

DO I NEED TO REGISTER TO SHOP AT PREMIERSPORT.CO.UK?

Yes, but its worth it. By registering your details you won’t have to enter the same information every time you order. You can also choose to receive regular email updates for all the latest PremierSport news, as well as competitions, discounts, offers etc.

DO I HAVE TO REGISTER TO ENTER COMPETITIONS?

For PremierSport.co.uk competitions, Yes. We need your information to ensure that if you're lucky enough to win, we can contact you to let you know. By signing up you'll also receive regular email updates on the latest PremierSport news, as well as competitions, discounts, offers etc. We do however run competitions through Facebook and Twitter from time to time, for which you do not, necessarily, need to have registered with PremierSport.co.uk to enter, however you may be required to ‘follow’ us for your chance to win and will be required to register to receive your prize. WHAT IS MY ACCOUNT? Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, as well as Recommend Friends and manage your account password.

I’VE FORGOTTEN MY PASSWORD

Did you think of your password a bit too quick? No problem. Click on password reminder and we'll send you a new password to your account email address. Don't worry if the new password is complicated. Once you've logged in you can go to my account and set it to something more memorable.

HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product until you find exactly what you’re looking for. The most relaxing way to shop with us is to browse through the categories under the Collection heading of the web-page. Alternatively, if you know exactly what you want, just type in the product or brand into our search facility (top right of the webpage) and we will find you everything related to your specific search. HOW DO I MAKE A PURCHASE? Shopping at PremierSport.co.uk is easy, you can shop by product category such as Jacket, Fleece, Trainers etc or you can search directly for what you are looking for in our search bar. Once you have found what you want, choose your colour, size and quantity and click ‘add to bag’, and when you’re done shopping, proceed to the checkout and follow the on screen instructions to fill in your delivery and payment details. Easy. Don’t forget to check out our Sale section and bag yourself a bargain!

HOW DO I SIGN UP FOR THE PREMIERSPORT.CO.UK NEWSLETTER?

The best way to sign up to our newsletter is to set up an account. You don’t have to buy anything yet, but when you do want to start shopping, this’ll also give you a head start. Alternatively, submit your email address at the bottom right of web-page which will sign you up to our newsletter without setting up an account.

I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

We know how frustrating it can be when you see something you like but its sold out. Some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. However you may find something similar if you keep browsing, alternatively you can type in keywords for the product you are looking for into our search facility (top right of the webpage) and we will find you everything related to your specific search.

I HAVE SEEN SOMETHING ADVERTISED BUT CANNOT FIND IT ONLINE

Get in touch with our Customer Service team and give them as many details as possible - where you saw it, publication dates, style name and colourway if possible. We'll do our best to track it down.

CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us by email requesting to have your two orders combined and shipped together but please be advised this may not always be possible as the first order may have already been shipped.

HOW DO I KNOW IF THE ITEM I AM ORDERING WILL FIT?

All sizes may differ from one brand to another. If you have purchased a specific brands tems before and it fits well then we suggest you continue to order this size. However, please also refer to our Sizing page where there is a sizing conversion chart. If you are not completely satisfied with the fit then please refer to our Returns Procedure for details.

CAN YOU GIVE ME ANY MORE INFORMATION ON A PRODUCT?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details. If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.

ARE THE PICTURES SHOWN ON THE SITE AN ACCURATE REPRESENTATION OF THE ACTUAL PRODUCT?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It's worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

WILL IT BE SAFE TO USE MY CREDIT CARD ONLINE AT PREMIERSPORT.CO.UK?

We are taking every measure to ensure that your details are protected. We use Sage Pay to protect all payments, please click here if you would like to view their policies.

WHAT METHODS OF PAYMENT CAN I USE ON PREMIERSPORT.CO.UK?

Current payment methods accepted by PremierSport.co.uk include: Visa Credit, Visa Delta Debit, Visa Electron, Solo card, Mastercard Debit/Credit/Pre-pay and Maestro Debit. We also accept payment by PayPal.

IS IT SAFE TO ORDER ONLINE?

Yes. When you input your name, address or credit/debit card details on the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information share with us to be completely private and confidential. At no point will PremierSport.co.uk share, rent or sell your personal information without your consent.

CAN I CHANGE MY DELIVERY ADDRESS?

Yes, or course. You can select a different address during the checkout and save it to your address book for next time you shop. You can update your address book at any time in your My Account section. Unfortunately we are unable to change the delivery addresses for parcels to be dispatched once the order has been placed. Please note, any changes you make to your account after an order has been placed will not take effect.

CAN I CANCEL MY ORDER?

Once you have submitted your order, we start the necessary steps to process it. As a result we are unable to modify or cancel your order. In accordance with the UK Distance Selling Regulations you have a '7 day cooling off period' (from the day after you receive the goods) where you can cancel your contract with us and any monies debited will be refunded in full including delivery charges. If the order has been dispatched, you can refuse delivery and the order will be returned to us. If you accept delivery, you will need to return the order in full, unused and in all its original packaging, at your own cost. Items exempt from the 7 day cooling off period include: Gift Cards, CDs, DVDs and unsealed Audio and Video. All cancellations made under the Distance Selling Regulations must be done so in writing to enquiries@premiersport.co.uk quoting your name, order number and with the subject title as ‘Distance Selling Regulations’.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

Once you have placed your order, you will receive an email from PremierSport.co.uk confirming that your order has been received. This does not mean your order has been accepted by us. You will then receive another email from PremierSport.co.uk confirming that your order has been dispatched. You will also receive an email if any of the items you ordered are not in stock; if this occurs your debit/credit card account will not be charged for the out of stock items so you only pay for the cost of the items in stock. .Our acceptance of your order will be deemed to take place when you receive our email confirming the goods have been dispatched to the delivery address stated on your order. Please refer to our Terms of Sale and Terms of Use for further details.

WHEN WILL I RECEIVE MY ORDER?

We aim to despatch all orders within 24-48 hours and delivery is subject to the type of delivery you request. Please allow up to 28 days. Please visit our Delivery page for a full list of options. Our standard delivery will take up to 3 working days, however if you prefer we can provide next working day delivery for UK customers for an additional fee. We also offer free delivery on all orders over £250.00. All orders are sent out via UK Mail's traceable, signed for and insured services and could be delivered anytime between 7am and 9pm. Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day. For a list of delivery options outside of the UK please visit our Delivery page. Remember that the times indicated consider only working days (Monday-Friday) and delays may be incurred during public holidays.

HAS MY ORDER BEEN SHIPPED OUT YET / TRACKING MY ORDER?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise, however your email should also include a tracking number from UK Mail. When you receive the reference number you can monitor the status of your shipment by logging onto www.ukmail.biz.

WILL I HAVE TO SIGN FOR MY ORDER?

We do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.

WHAT HAPPENS IF I MISS MY DELIVERY?

If our courier misses you they'll leave a card and try again the next working day. If they miss you again, they'll leave you another card and take the goods back to the nearest depot where they can be collected. We will attempt 3 deliveries and if we are still unable to deliver to you your goods will be returned to PremierSport.co.uk and we may charge a 2nd delivery fee to despatch to you again.

I CAN’T GET TO THE DEPOT TO COLLECT?

Don't worry. Send our team an email to enquiries@premiersport.co.uk and we'll help you arrange a re-delivery.

HOW DO I RETURN AN EXISTING ITEM?

If for some reason you are not happy with your purchase you can return any item within your order to us within 14 days for an exchange or refund. Just fill out the ‘Return Reason Form’ enclosed, as part of your receipt, with your order. Please check our Returns Policy for more information. Please ensure you enclose your completed “Returns Reason” form and use the adhesive return label provided and place on the outside of your package being returned. Products returned under this policy must be sent by recorded delivery to: PREMIERSPORT.CO.UK C/o Branded Stocks (Europe) Limited, Unit 9 Hemmells Park, Laindon, Essex, SS15 6GF, England. Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you want us to, therefore please ensure the returns reason form is completed and enclosed with any and all returns. It can take up to 7-10 days for us to receive your return, depending on which postal service you use. However once we receive them, we aim to inspect and process the goods within 24-48 hours to ensure you receive what you want as quickly as possible. We will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your PremierSport.co.uk account. Any refund will automatically be issued to the card used to make the original purchase, and in the event we are unable to provide a suitable replacement we will automatically refund you and let you know via email. In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you. For more information please view our Returns Policy.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact enquiries@premiersport.co.uk and we’ll aim to get back to you within 24 hours. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us. DO YOU HAVE A SHOP? Premier Sport does not currently have any retail stores. However PremierSport.co.uk is an online store which means you can shop with us 24 hours a day, from all over the world, and we’ll deliver straight to your front door.

WILL YOU DELIVER TO MY UNIVERSITY ADDRESS?

Yes we do deliver to university addresses. Please ensure you have entered the correct information in your delivery address, such as; room number, name of residency hall, building block, or department. You will still be required to sign for your delivery.

HOW DO I USE A PROMOTION CODE?

Once you have added your items to the basket and are ready to complete your purchase, you will see a 'Enter Promotion Code' field at checkout. To redeem the offer just enter the relevant promotion code into the box and your cart will be amended to show the new price. Please note that promotion codes cannot be applied after the order has been placed and some promotion codes will have an expiry date.

I FORGOT TO USE MY PROMOTION CODE?

Sorry but if you didn't enter the promotion code during checkout we cannot apply it after the order has been placed.

DOES PREMIERSPORT.CO.UK OFFER GIFT WRAPPING?

PremierSport.co.uk does not currently offer a gift wrapping service.

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 to enquiries@premiersport.co.uk and we will aim to resolve it for you within 24 hours. We take great pride in the service we offer and to show that we promise the following:

  • If your order is late we will refund your delivery charge and give you 10% off your next order.
  • If your order is wrong we will ask you to send it back to us and on receipt we will refund your postage, send out the correct item on a next day service and give you 10% off your next order.
  • If you don’t like your purchase or it doesn’t fit just send it back to us within 14 days, on receipt we will send you a different size or colour, or process a refund. We aim to process this within 24-48 hours of receiving your return.
  • If we haven’t sorted it out within 3 emails we will call you at a time that suits you.
HOW DO I CONTACT CUSTOMER SERVICE?

If you have any questions which are not answered on the website, please contact Customer Services by email enquiries@premiersport.co.uk during our office hours of Monday to Friday 9am to 5pm.