FAQ

1. How can I contact you?

• Telephone: 01487 830 402 - Monday to Friday 9.00 to 17.00 excluding Bank Holidays.

• Email: enquiries@sdjsports.co.uk

• Write to us:

SDJ Sports Limited
Unit 7-8 Brookside Industrial Estate
Glatton Road
Sawtry (Near Huntingdon)
Cambridgeshire
PE28 5SB

VAT Registration & Company Number:

VAT Registration Number: 150 4332 51

SDJ Sports Limited is a registered Company in England and Wales, Company Number 8192169.

2. Why haven't I received my confirmation email?

If you haven't received a confirmation email in your inbox, please make sure to check your spam folder. We find that often confirmation emails go straight to the spam folders. If you are still unable to locate it, please do give us a call.

3. What is the last order day before Christmas?

The last day to order, for you to receive the item before Christmas is Sunday December 22nd.

4. How do I return an item?

At SDJ Sports we want to make returning an item as easy as possible, please click here for our Returns Policy and supporting information regarding how to return an item.

5. How long will it take for my order to arrive?

As a guideline, the following time scales are advised:

• Royal Mail 1st class (1-2 Days).
• Royal Mail 2nd class (2-3 Days).
• Royal Mail T48 (2-3 Days).
• Royal Mail Special Delivery (1 Day).
• Parcel Force 24 (1 Day).
• Parcel Force 48 (2 Days).
• Interlink (1 Day).

If you have not received your order within the above time frames, please contact us via email or if you have purchased from a Marketplace channel, please contact via the Amazon or eBay messaging systems. Please note that the above timescales are guidelines and that SDJ Sports Limited cannot be held liable for any delayed orders due to the weather, postal service strikes or incomplete delivery address details being provided.

We use a central service provider for all International orders. The final mile carrier will depend on the weight and size/shape of your order. In most cases the final mile courier will be the countries own national post service. For example, in the United States of America most of our post is delivered by USPS. Below are the estimated delivery times based on location:

• North America and Canada: 7 - 14 days.
• Europe: 4 - 8 days.
• Australasia: 9 - 15 days.

Please click here to view our full Delivery Policy.

6. Items that are subject to FREE next day delivery

Below is a list of items that are shipped with a Free Next Day Delivery Service provided that the items are in stock and that the order is placed before 1pm Monday - Friday. If the order is paced after 1pm on said days (apart from Friday) it will be dispatched the following morning with next day delivery. If the order is placed on a Friday after 1pm it will be dispatched on the following Monday with next day delivery. Orders placed over the weekend will be dispatched on Monday with next day delivery.

- All Scooters

- All Exposure Lights

- Turbo Trainers

For more information please contact our Customer Service Team.

7. What do I do if I have not received my order?

Once your order has been dispatched, you will receive a confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we are here to help you, however please can you check the following prior to getting in touch:

• If your order has been sent by a tracked service, please check the tracking link via your dispatch confirmation email to view the up to date tracking information.
• Please click here or refer to our Latest Post Info section on our homepage to view up to date information on any delays affecting the post.
• Sign into your account to double check we have dispatched your order to the correct delivery address and that your contact details are up to date.
• Check to see if you have a delivery card from one of our carriers, your order may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery with the courier directly.
• Check with your neighbours to find out if they have accepted the parcel on your behalf.
• Look in any areas the driver may have left your parcel, such as in a shed, garage, porch or even behind your bins.
• Please report all Royal Mail tracked and untracked orders as missing if you have not received them within 7 days of their expected delivery date.
• Please report all courier service orders as missing if you have not received them within 7 days of their expected delivery date.

If your order has not arrived within this time frame, please contact us via email and we will investigate further. If appropriate we will arrange a replacement item to be sent as it is our policy to replace items that are proven to be lost in the post. This does not affect your statutory rights.

Please be aware that to send an order via a tracked service internationally would cost an estimated £15-£20 per order. This is an equivalent cost to a lot of products that we sell so we do not offer this service as we would not be able to offer the same great prices that we currently do. Orders that are not tracked are sent on a standard international postage service and the final mile carrier will be dependent on the size and weight of the order. The majority of the time though, the company delivering your parcel will be the national carrier for the country where the final destination of the parcel will be made. For example, in the United States of America the delivery will be made by USPS.

Please note that items must be reported as missing within 28 days of being dispatched as we are unable to take any action on your behalf after this time, by way of making claims to our postal providers.

8. How will I know when my order has been dispatched?

You will receive an email from us to confirm your item has been sent. We may send orders of multiple items separately to prevent any delays with your order. You can also check the status of your order by logging in to your account on our homepage at any time. Once the status of your order has changed to 'dispatched' it is not possible for us to make further changes to your order.

9. How can I pay for my order?

We offer various payment methods for your order including:

• Visa
• Visa Electron
• Mastercard
• Maestro
• Visa Debit
• PayPal

We are unable to accept cheques or postal orders.

We take fraud extremely seriously so all credit and debit card holders are subject to validation and authorisation by both us and your card issuer.

10. When will payment be taken from my account?

This varies between Banks however most payments will show on your statement within 3 days of placing your order.

11. I have received a faulty/incorrect item. What do I do?

Rarely, but it does happen, incorrect items are dispatched and goods are damaged during delivery. Please contact our Customer Service Team via phone or email as soon as possible and we'd be happy to resolve the issue and exchange/refund the item and offer any potential compensation where deemed appropriate.

12. What currencies are available to use on your site?

We offer products for purchase in 5 different currencies on our SDJ Sports website. You should choose your currency from the drop-down selector in the top right of the screen. This is available on all pages.

We currently transact in the following currencies:

• British Pounds (£).
• Australian Dollars ($).
• Canadian Dollars ($).
• Euros (€).
• US Dollars ($).

Please note that we use Interbank to determine the conversion rate and include all charges incurred by us for receiving money in your local currency. The end rate will usually be approximately 2.5% above the base Interbank rate after conversion. Please note, your bank may charge an international transaction fee if you pay in a different currency. For example, if you live in Australia and choose to pay in GBP your bank will most likely charge a fee for the transaction and will then give you their own bank rate for the currency conversion. Please note you will only be able to pay in GBP or your own country destination currency.

• All orders made in GBP will be subjected to UK VAT where applicable. We do not offer VAT exempt purchasing in this currency.
• All orders made in Euros will be subjected to UK VAT where applicable. We do not offer VAT exempt purchasing in this currency.

All orders made in Australian Dollars, Canadian Dollars and US Dollars will be VAT exempt.

13. Can I buy an e-Gift voucher in a foreign currency?

You can buy e-Gift vouchers in foreign currencies if you wish to treat someone who lives in another country. Just select the desired currency in the currency drop down at the top of the page once you have clicked into e-Gift vouchers.

E-Gift vouchers are currently available for purchase in the following currencies:

• British Pounds (£).
• Australian Dollars ($).
• Canadian Dollars ($).
• Euros (€).
• US Dollars ($).

It is also possible to buy the e-Gift voucher in one currency, say British Pounds (£), and spend it in another currency, say Euros (€). Please note that the voucher amount will change depending on the current exchange rate at the time of the purchase at the SDJ Sports homepage.

At SDJ Sports Limited we welcome interaction with our customers so please do not hesitate to email us or call our highly knowledgeable Customer Service Team on 01487 830 402 to discuss any queries and potential requirements. We are always more than happy to help.