Welcome to our Frequently asked questions.
Here at Golfsupport we take every comment, email, review, phone call very seriously. Our mission is to create the best experience possible for both our on line customers and store customers. If you have any difficulties with our site you may find the reason below. If you do not see the issue explained then we would love to hear from you so that we can fix the issue and also update our page to allow a smoother experience for future guests.
Phone lines operation times.
Weekdays schedule as follows:
10am - 12.30, 1.30 - 17.30
9am -11am, 1pm - 17.30
Sundays - closed
We have chosen to switch off the phone for certain periods of the day so that staff can look after our in comming orders and ensure we can service these as quickly as possible. If an enquiry is urgent then our emails are manned and we would ask that an email titled "Urgent" be sent to [email protected] with your contact number and we will call you back.
I cannot see the item I want on the site. Can you supply this?
Potentially. We have a team of developers continuously adding items to our site.There are thousands of items available within golf and to list everything would almost be impossible. As we hold accounts with almost all manufacturers please call one of our sales lines and our team will be happy to assist.
Your prices seem too good to be true. There are many sites selling copy/fake goods online. How do I know your items are genuine UK supplied items with manufacturer’s warranties?
We are an on line authorise account for all products found on our site. Often a way to check is to look at the manufacturers “dealer locator” within the UK. If you cannot find us on this locator or have any further doubts before purchase we will be happy to provide the manufacturers direct contact details to verify our account before any purchases. As there are many unauthorised dealers online we recommend you been 100% satisfied before any major purchase.
I need some advice before purchasing. Do you have trained staff which can do this?
Golfsupport is owned and managed by PGA Advanced Professional, John Lines. Our team of employees consist currently of 5 PGA professionals and a sales team with years of knowledge. We have 2 fully trained custom fit experts with over 20 years experience of fitting golf clubs. Should you require any information before purchase if the person you initially speak with on the phone cannot help there will be somebody at hand to assist.
I have ordered items from you and thought they were in stock. I have then received an update mail from you to advise that an item is out of stock and has to be ordered from the manufacturer.Why do you advertise items on line that you do not hold in stock?
There are very few websites that operate with a live running stock system.Research over many years has proved to us that customers are more often than not happy to wait a couple extra days for an item if it means they can order from one place. At Golfsupport we have made a decision to advertise not just what we hold stock of but what is available to you from our chosen manufacturers, thus making us more of a “one stop shop” for all your golfing needs. Just like all major retailers items occasionally will fall in and out of stock and will need to be replenished. If this occurs during your order we believe that we offer the best possible service online with an automated email to advise you of these possible delays. You also have the opportunity should you have other items on your order which you wish to be shipped in the meantime to call us and discuss this possibility. (items may be for a present and time sensitive. We are aware of this and will assist where possible)
We occasionally receive negative feedback on our Trustpilot forum for the above and I like to explain in this manner.I am a shopper and wish to buy 6 items. I only shop from “live stock sites”. I find an item on one site, great, two items on another site and three items on the other site. Thats hours of searching, No price promise, potentially three lots of carriage and to finish it off 3 couriers to wait home for. Is this really a good way to shop our are you better off shopping direct with us who GUARANTEE UK best prices, secure stock on your behalf and will part ship at our expense with regular updates of your “out of stock” item ?
Other examples include custom items all of which have to be built and therefore offered whilst not holding stock. Pre launched items where we will secure stock in advance of a launch. Even when items move into sale by manufacturer we may well offer not just from our stock but direct from theirs. Imagine if we were only a " live " stock site, thousands of our customers would not have enjoyed such discounts. Our staff manage the stock sheets daily between our offerings and the manufacturers however may get caught out very infrequently with what we call an unavailable ie manufacturer has also sold out of stock. In these instances we advise you as soon as possible by email and phone and may well offer an alternative for any inconvenience at a better rate. These are very few and far between.
Since ordering from you I have not heard about my order, Why?.
Every order will receive an order confirmation immediately. If you have not received this please check your junk box. If you believe you have completed your order and have not received an email please call us on +441623 421965 and we will assist.
If there is a delay on your items been despatched we send an automatic email every 72 hours to advise estimated due dates of your goods.If you have not received this please check your junk box or security settings.
I would like to change an item on the order, How do I do this?
Please contact one of our sales team on 01623 421965 and we will be happy to do this for you. Should there be additional payment we will have to take your details again as data is not stored for security reasons.
I would like to change a delivery address after I have placed my order, how do I do this?
Please call our Warehouse Manager on 01623 421965 ext 5 with your order ID to hand. ( UK customers only ) This is not possible for International customers due to customs checks and we will need to cancel the order and re order with the appropriate address.
I would like to change my delivery address after the item has been despatched, how do I do this?
Please call our Warehouse Manager on 01623 421965 ext 5 with your order ID to hand.
I have ordered a wrong size or decided against the item I have ordered and wish to return the item. Why do I have to pay carriage back to you?
We would love to be able to collect your items and pay for this service and in the future we may consider this.Due to our low margins we simply cannot afford to offer this service and would not be able to continue trading with this overhead.
Golfsupport requests that all items be sent back under our terms and conditions. Items must be returned using a signed for method with tracking available. We cannot be held responsible for any items lost in return transit to us unless our courier is used. If you have an item that is large and may be costly to return please call one of our sales lines and we may be able to arrange collection by our courier at a better rate.
I was not at home for delivery of my item and the goods have been returned to sender. What happens now?
Our courier is either DPD or Royal Mail and we believe these are the most professional in the business. UK customers will receive both an email with tracking details and a Text alert when providing mobile number to advise of a 1 hour window of delivery. Overseas customers will receive an email with tracking details.
If a driver visits your home and you are not in they will leave a calling card to request a phone call to re arrange delivery.We also track these calling cards daily and may call you to advise what has happened.We make every attempt to make sure your parcel is delivered as if a parcel does make it back to sender (Golfsupport) costs are incurred.
Why can’t I return a custom order?
Custom fit items are exactly what they state, Custom Fit. This means they have been specially ordered from manufacturer and will be very difficult to resell. This will often lead to a reduced selling price in order to move product or we may be left with the product forever. It is for this reason we reserve the right to remove a percentage from your refunded amount.
I have struggled making payment. Can I pay by another method?
Our chosen secure payment gateway is “Sagepay”. This site is secure, seamless and easy to use. If you have experienced an issue then one of the following may be the problem:
1 – You may have taken too long during inputting your details. This results in a “time out” and you may have to start the process again.
2 – We request what is called “3D security” for all transactions. This is an extra security measure which protects both you as an online buyer and us as a retailer. It is a simple additional password on your account. If you do not have “3D secure “on your card you should be offered the option to add this. By doing this all transactions will be seamless.Larger orders accepted without 3D secure will be reviewed and often rejected due to lack of security. One of our sales team will contact you then to discuss an alternative payment method.
I am an international customer and have decided not to use your site because you have charged carriage when other do not. Why do you do this?
Please note our “Price Beat + Policy” which includes quotes from other retailers including carriage. If you have found it cheaper elsewhere please contact us immediately and we will implement our policy following our guidelines to obtain you the best possible prices.
You specify FREE UK Delivery. Why have I been charged?
Sadly due to our high delivery costs from certain areas within the UK we do have some exclusions however these do have thresholds to obtain Free carriage. Please note that where an area is excluded we already subsidise the carriage a little to help bring your costs down further.
There is a threshold for free carriage which is currently £30 to standard UK customers.
Are our shoe sizes UK or US ?
We are a UK based website, based in Mansfield, Nottinghamshire. All of our shoe sizes therefore are UK sizes.
I am a customer from Norway or the Canary Islands. Why do I have to supply a PID or EORI number.
Below is a quote from the Invoice DPD provide us and you will see that is a requirement of law in order to clear customs - " The company registration (VAT) number, Personal ID (PID) number or EORI of the customer you are sending to. This required to clear your shipment through Customs and is mandatory for consignments to Norway and Canary Islands.
Why do you have different prices for the same garments in some pages ?
When we go to clearance certain seasonal colours will faze out and so we are able to clear these at reduced rates. In stock items we wish to clear and so further reductions may happen with stock which is held in our warehouse and not required to be ordered in from manufacturer
Your delivery quotes "Free delivery" - What time frame is this within the UK?
When we receive your order our stock system is interrogated. If all items are held in our stock they will be released the same day with a cut off period around 3pm. We can get items out after this time if a call is made to advise of any urgencies. Depending on the size and weight of the item we will either use DPD which is always a next day service. ( excluding remote postcodes or Fridays). Smaller items will be shipped via Royal Mail Parcel Force. Some of these will ship on a next day however the majority are on a 48 hour delivery.