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FAQ

Stock and Availability

Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.

Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example "Available within 7 days"

If an item is out of stock on our web site, and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item you are really trying to get hold of, email us at Customer Services with the details of the item you wish to purchase and we will do our best to try and get it for you.

Although we try to get all our orders despatched on the day of order, this may not always be possible, for the following reasons:

  1. Products on Pre-Order or Products that are not in stock at the time of ordering
  2. Credit Card Checks - sometimes we may need to make additional checks on your credit card

Please note: The products illustrated on this web site are as seen. The reproduction of colours is as accurate as photographic and computing processes will allow. The Official Wimbledon Online Shop accept no responsibility for variances in colour or style due to the settings on the users monitor.

The Official Wimbledon Online Shop reserve the right to alter without notice or prior warning, prices of products and conditions of sale.

Placing Your Order

Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:

  1. You have ordered the correct size for the product (if applicable)
  2. You are aware of the expected delivery dates for the product
  3. The desired quantity is correct
  4. You have read the Terms and Conditions

When you are ready to buy, simply click the 'Add to Basket' button on the product details page and then 'Confirm Order' button on the basket.

If you are a new Customer then you will be taken through the order form in which you will be prompted to enter information such as your delivery address, name and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us.

If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us.

Please note that the order process of the Official Wimbledon Online Shop is a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. To find out more about this read the help file section 'Your Security'. Complete all the details required on this page carefully, ensuring that all the fields are completed fully. Then click the purchase button. Your order will then be confirmed, and then delivered.

Delivery and Shipping


UK DELIVERIES


UK Standard Delivery - Delivery takes 1-3 working days from when the order leaves our warehouse. This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that this service is not available to Northern Ireland, non-mainland UK and certain remote areas.

UK Standard delivery is free on all orders over £100 or £4.95 otherwise.


UK Click and Collect - (over 5000 locations, 2-3 working days) - A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (collection point finder available at checkout). There are over 5,000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week.


Need it faster?

UK Express Delivery - Express Delivery takes 1 working day from when the order leaves our warehouse. You need to place your order before 8pm and without any personalisation or badge printing for same day despatch. Please note that delivery to Northern Ireland, non-mainland UK and certain remote will take longer.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


Depending on the weight, volume and value of your order and your delivery address, we will select an appropriate carrier to deliver your order.


We do not offer guaranteed delivery on weekends or public holidays.


INTERNATIONAL DELIVERIES


Standard International Delivery - (3 - 10 days) - This service will be delivered through your local mail service and does not usually come with a tracking number. Orders are usually delivered within 3-10 days but in the event that it takes longer than this, please allow upto 20 working days from the date your order leaves our warehouse.


Please note: In order to qualify for Standard International Delivery your order must meet the below criteria. If your order exceeds any of them the standard delivery option will not be available:

  • Order must be under 2kg
  • Order must be under £150 in value
  • Order must be no larger than 60cm x 60cm x 60cm

Express International Delivery - (1 - 4 days) - Our international express carrier provides a fully traceable delivery service. Normally 1 - 4 working days transit time from when the order leaves our warehouse.


Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.


If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.


ADDITIONAL INFORMATION


CUSTOMS & DUTY

Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.


Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:


Despatching of Orders - Although we try to process and despatch your order on the day of order, this may not always be possible, for the following reasons:

  • Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

  • Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.

  • Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be despatched.

Payments

We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include:

  1. Visa
  2. MasterCard
  3. Switch and Solo
  4. American Express
  5. Maestro
  6. Delta Card

We currently accept payment in the following major currencies: British Pounds Sterling, US Dollars and Euro.

The Official Wimbledon Online Shop reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours.

Many internet users are concerned about security on the web - below are answers to few questions we are commonly asked:

What is the Card Security Number? Also known as a CV2 number, this is a special 3 digit number that appears on the far right side of the signature strip on your card. This number is unique to each card, and gives you extra protection against fraud. Note: with American Express, the card security number is 4 digits long and is printed on the front of the card.

Do you check for fraudulent cards? - When we receive your Credit Card details, an on-line check of your Credit Card is conducted with their Acquiring bankers. This process ensures the number you entered actually corresponds to a real credit card number and is not a bogus card. The CyberSource system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any Credit Card. This on-line verification of your details is carried out over a secure line to the bank. Credit Card data is, at no time, sent over the Internet using the validation process. We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any personal slight if your card is chosen for a random check.

Who are Cybersource? - The Official Wimbledon Online Shop has chosen has chosen CyberSource as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about CyberSource please visit their web site at cybersource.com.

Is shopping with The Official Wimbledon Online Shop safe? - - Communication between you, us and CyberSource is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the CyberSource server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping on the site at The Official Wimbledon Online Shop as safe as possible

How do we protect the Buyers Data? - The CyberSource software sits behind a corporate firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data. Once you have passed your Credit Card details to The Official Wimbledon Online Shop, they are stored on the CyberSource server in an encrypted format.

Is the transaction Real-Time? - All Credit Card transactions are completed in real-time. After you have confirmed your purchase, we make an immediate connection to our payment service providers to verify the card and amount, so that authorization is given before we complete the order. Payment is taken at time of order. Pre-order items will also be charged at time of order.

Do I have any Legal Protection? - You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)

Your Security

Safe shopping is important to everyone and we have gone to great lengths to make sure your details remain safe. When you start the order process you can be sure that every step of the way is 100% secure.

We have compiled a list of frequently asked questions below, which you may find useful. If you have any concerns about the security of our site, or if you have any further queries, please contact Customer Services Customer Services.


How Secure are You? - As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using powerful encryption algorhythms. So even if someone could intercept the data over the internet, there is not a thing they could do with it.

How can I tell if the web site is a secure one? - It is easy to determine if your connection is secure; on your browser you will notice a picture of a small padlock - this normally appears right at the bottom of the screen. Sometimes this padlock will not appear, even though you are secure - to double check this, you can right click on the page and select 'properties' or 'view frame info' from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with 'http://'. A secure web page will begin with the URL 'https://' denoting that the merchant is using a secure server for the transaction of data.

How does Encryption work? - All credit card details are encrypted using VeriSign 40bit SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read.

What else can I do to ensure my details remain safe? - The second way to ensure you have a secure connection is to look for a VeriSign logo and only purchase from merchants you know and trust. Here again, the digital certificate is important. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site's owner (in this case, the merchant). Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or VeriSign Inc has issued the certificate.

Who are VeriSign? - VeriSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on VeriSign please visit their web site at http://www.verisign.com.

Your Profile

You have the right to remove your personal information and preferences. In order to do this please write to us at:

Wimbledon Online Shop
c/o Fanatics
Greengate
Manchester
England
M24 1FD

Please include your name, address, and/or the e-mail address you registered with when you contact us.

Please note that The Official Wimbledon Online Shop is not responsible for the content or privacy practices of non-Wimbledon Shop Web sites to which The Official Wimbledon Online Shop may link.

Gift Vouchers & Promotions

The Wimbledon Store does not currently sell gift vouchers or certificates.

Occasionally however, the Wimbledon store may produce exclusive vouchers, offers and discounts for our valued customers and email subscribers – Click here to register today.


Where you have a valid promotion code, the following additional terms and conditions apply on the discounts:

- When more than one promotion is running at the same time – the highest value offer only will be valid. Not in conjunction with any other offer.

- Discounts will only be available on order values over the amount stated in the offer

- Discounts are only valid until the date published

- Discounts are only redeemable for purchases made on this website (store.Wimbledon.com)

- Discounts are not refundable

- Only one discount may be used per customer per transaction.

- We reserve the right to end any Discounts at any time including prior to the advertised end date without notice.

IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error, we will do our upmost to ensure the same error does not occur and it is rectified as quickly as possible.

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