Delivery & Returns

Delivery

UK delivery is made using DPD Parcel tracked delivery. This is quoted by DPD as a 24 hour service. We attempt to despatch all orders within 1 working day from when the order has been placed. A large percentage of orders get dispatched within 24 hours when placed on a working day. Please note this does not include items purchased through an online webshop and/or items that require embellishment.

If you require your tracking number please email us directly on sales@formasports.co.uk.

If you aren’t available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.

Do you deliver to my work address?

We can deliver to your place of employment but we do not deliver to PO Box addresses for security purposes.

Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot advise you what the cost will be, as customs policies and import duties vary widely from country to country. We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

International Deliveries

You can find out if we deliver to your country by checking the list of our international delivery destinations listed below. If your country is not on the list, we are sorry but we do not deliver there currently.

International deliveries are made using DHL, which is quoted as being a 2 day delivery service for Europe and 3 day delivery service for the rest of the world. We attempt to dispatch all orders within 2 working days from when the order has been placed. A large percentage of orders get dispatched within 24 hours when placed on a working day. If you aren’t available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.

Please be aware that your parcel can be delayed by customs. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

International returns please note: If you are returning anything to us from outside the UK you must complete a customs declaration indicating that the package contains ‘returned goods’ or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our items.

Has my order been despatched?

As soon as your order is despatched, you will be sent an email to confirm that it’s on its way. You can request you’re tracking number by emailing.

I have received a faulty item?

If you think the item you received is faulty, please contact our customer service team by email on emailsales@formasports.co.uk. We will then advise on how to proceed with the return. Please include as many details as possible about the fault.

Due to technical processes used, it is imperative that each individual garment’s / items washing instructions are adhered to exactly as stated on the care label. Each garment is wash-tested thoroughly and quality-checked on each production batch prior to leaving the supplier. We cannot accept returns that have been soiled, torn or damaged due to incorrect washing.

I have received an incorrect item on my order?

If you have received an incorrect item in your order, please contact our customer service team sales@formasports.co.uk. We will then advise on how to proceed with the return. Please include as many details as possible about the error.

I have an item missing from my delivery?

Regrettably mistakes can happen. Sometimes we don’t send everything you’ve ordered at the same time, so please first of all check your packing note or dispatch emails to see if any of your items will be arriving separately.

If the packing note states an item should be in your parcel but it is not, please contact our customer service team sales@formasports.co.uk, who will try to rectify the mistake as quickly as possible.

Returns

TO DOWNLOAD A REPLACEMENT RETURNS FORM PLEASE CLICK HERE

We accept returns on none embellished/personalised items, no quibble, and always make this process as easy and hassle free as possible. If you are not completely satisfied with your purchase, simply return the item(s) to us within 14 days of receipt using the returns form enclosed with your order.

Embellished/personalised items – any product that has had any embellishment or additional personalisation e.g. name, initials, sponsors and club/school/university logo, are exempt from our money back guarantee. We will not accept returns of embellished/personalised goods except where the goods are deemed to be faulty.

Items should wherever possible be returned in their original packaging with the completed Returns Form. It is very important that when you return an item that we know the delivery/order number to which it relates, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you require.

If you are returning a non-faulty item outside the Distance Selling Regulations, then the cost of returning the item to us is your liability. The item is your responsibility until it reaches us so for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

If you have returned a non-faulty item and have requested an exchange then a further carriage charge will be due along with any additional costs associated with the replacement item. A member of our sales team will contact you in due course to collect any additional payment.

We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that you may inspect and try on the goods as you would try them on in our store but tags should not be removed from any item and the original packaging should be retained. Goods should not be soiled, torn or damaged.

Please send your returned goods to:

Britannia Centre, Bentley Wood Way, Hapton, Burnley BB11 5ST.

As soon as your return has been processed by our warehouse, we will email you to let you know. In the unlikely event that you do not receive this email within 10 days of posting your parcel to us, please get in touch with our Returns Department and they will confirm if it has been received.

sales@formasports.co.uk

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.

Please allow 10 working days from receipt of your return for us to process a refund, and then allow a further 5-10 working days for the funds to clear your account. This time frame is dictated by your bank or card issuer.

Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.

International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains 'returned goods' or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our items.

Quick Q & A

I returned an item and it was incorrectly refunded or replaced
We are really sorry if we made a mistake when processing your request.

If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted. In this case we would automatically issue you with a refund and email you to let you know.

If you were expecting a refund and we sent you replacement goods, please get in touch with our customer service team so we can sort it out for you.

In the absence of instructions from you, we will assume you want a refund for the returned goods.

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 get in touch with our sales department, sales@formasports.co.uk and we will confirm if it was received.

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.

I have been refunded the incorrect amount?
We are very sorry if we have made a mistake on your refund. Please get in touch with our customer service team who will try and sort it out for you as quickly as possible.

The following may affect the amount you have been refunded:

• The delivery charge, which would only be refunded for cancelled orders made under Distance Selling Regulations or if the goods are all faulty.

• Any discounts that were applied at the time of sale, which may not now be applicable.

My return was processed but I was not refunded my delivery charge.
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations, or the entire order was faulty.

I have lost my returns form?
Don’t worry if you have lost your Returns Form. Download a copy here and simply print it off, complete and include with your return.

Return Postage
If you are returning a non-faulty item outside the Distance Selling Regulations, then the cost of returning the item to us is your liability. Please note the item is your responsibility until it reaches us, so for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

How do I return goods to you?
If you are not completely satisfied with your purchase, simply return the item(s) to us within 14 days of receipt. Please complete the Returns Form enclosed with your order and from there you can arrange for the item(s) to be sent back to us through any postal service of your choice. For your protection, we recommend you choose a postal service that insures you for the value of the goods you are returning.

Please note: it is very important that when you return an item that we know the order number to which it relates, your details and whether you want a refund or an exchange. Without these details we will not be able to take the action you require.

International returns please note: If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains 'returned goods' or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our items.

Exchange
If you require a different size or colour of the same item, please indicate so in your Returns Form then follow the returns process as stated below. If the new size/colour is unavailable we will refund your card and email you to inform you of this.

Please complete the Returns Form enclosed with your order and from there you can arrange for the item(s) to be sent back to us through any postal service of your choice.

Items should wherever possible be returned in their original packaging with any enclosed documentation with a completed Returns Form.

It is very important that when you return an item that we know the order number to which it relates, as well as your details. Please clearly state weather you want a refund or an exchange. Without these details we won't be able to take the action you require.

The cost of returning the item to us is your liability.

The item is your responsibility until it reaches us, so for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot refund return items lost in the post.

We ask you to take reasonable care of the goods you purchase while they are in your possession. This means that: you may inspect and try on the goods as you would try them on in our store but tags should not be removed from any item and the original packaging should be retained, goods should not be soiled, torn or damaged.

Please send your returned goods to:

Britannia Centre, Bentley Wood Way, Hapton, Burnley BB11 5ST.

Please allow 10 working days from receipt of an exchange for us to process. Once an exchange has been processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation).

After receiving the exchange confirmation email please allow 5 days for receipt of the goods.

International Exchanges
If you require a different size or colour of the same item, please indicate so in your Returns Form. then follow the returns process as stated below. If the new size/colour is unavailable we will refund your card and email you to inform you of this.

Please complete the Returns Form enclosed with your order and from there you can arrange for the item(s) to be sent back to us through any postal service of your choice.

Items should wherever possible be returned in their original packaging with any enclosed documentation with a completed Returns Form.

The cost of returning the item to us is your liability.

Please send your returned goods to:

Britannia Centre, Bentley Wood Way, Hapton, Burnley BB11 5ST.

Please allow 7 working days from receipt of an exchange for us to process. Once an exchange has been processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation). After receiving the exchange confirmation email please allow 7 days for receipt of the goods.