FREQUENTLY ASKED QUESTIONS
I can't find your returns policy. How do I return an item?
What are the opening times of your stores?
I can't find your store in.... Please help!
Do you offer a demo service on your rackets so I can try them out first?
I do not live in the United Kingdom, can I still place an order and if so how much will it cost?
Are your shoes in UK or US sizes?
I only know my US shoe size, how do I know which UK size I require?
If I place an order from outside the EU do I have to pay VAT?
You have different sizes for your tennis rackets, what does this mean?
I am a grip size 4½ but I can't see this option on your site, which grip size should I choose?
How do I know which grip size I should choose?
I have seen some items in your catalogue but they aren't on your website, why is this?
I have an old racket and would like to buy another one but it is not on your site. Does this mean that you don't have my racket in stock?
Can I specify an exact delivery time?
Do you deliver items on a Saturday?
Do I have to be present for the delivery?
Can I change my account details online?
What do I do if I've forgotten my password?
What is my user name?
I want to place an order for one of your "buy one get one free" or "buy one get two free offers" what do I write in the quantity box?
Why do I have to enter my credit card details each time I order?
Do your rackets come pre-strung?
Are your Internet prices the same as the price I have to pay if I order by phone or visit one of your retail outlets?
Do your rackets come with a head cover?
I have received two order confirmation e-mails but I only want one order, what can I do?
I can't find your returns policy. How do I return an item?
Details of our returns policy can be found by clicking here.
What are the opening times of your stores?
All details of store opening times can be found by clicking here. Please call
before making long journeys
I can't find your store in.... Please help!
A map of each store can be found by clicking here. If you still have problems
locating one of our stores then please call that store direct and they will give you directions.
Do you offer a demo service on your rackets so I can try them out first?
We do offer a demo service, however this is currently only available over the telephone. This involves putting a full price deposit down on the goods
and getting sent an already used racket. You can then try this racket for two weeks before returning it to us for a full refund or a brand new racket.
You can demo more than one racket at a time but you must put down the deposit for each racket. Our phone number is 0844 847 6222.
I do not live in the United Kingdom, can I still place an order and if so how much will it cost?
If you live outside of the United Kingdom then please place an order in the normal fashion. The shipping for 99% of orders placed will be worked out at the checkout.
If you wish to pay the shipping charge then please enter your card details. Alternatively you can choose not to accept the shipping quote.
If the website cannot calculate your shipping cost then you will then be sent an e-mail to confirm the extra shipping
cost to your country. Once you accept this cost we will despatch your order to you. YOUR CARD WILL NOT BE CHARGED UNTIL THE ORDER IS DESPATCHED. IF YOU CHOOSE
NOT TO ACCEPT THE SHIPPING CHARGE THEN WE WILL NOT CHARGE YOUR CARD.
Are your shoes in UK or US sizes?
All of the shoes on the site are in UK sizes.
I only know my US shoe size, how do I know which UK size I require?
To see our size conversion charts please visit the shoes page and click the relevant manufacturer links at the top of the page.
If I place an order from outside the EU do I have to pay VAT?
No, you don't have to pay VAT so you can deduct 17.5% from the value of the products. If you come from a country that does
not pay VAT then it will be deducted at the checkout. You may though be eligible to pay the import tax for your country.
Due to the constant changes to these taxes, please do not ask pwp.com about them. Instead contact your local postal office.
You have different sizes for your tennis rackets, what does this mean?
The sizes are the thickness of the handle of the racket and range from 1-5. Grip 1 is the smallest and grip 5 is the largest.
I am a grip size 4½ but I can't see this option on your site, which grip size should I choose?
We measure the grip sizes using numbers 1-5, however some sites may measure the grip size using the American method which is the number 4, followed by a fraction. This is the measurement around the base of the handle and is measured in inches.
The grip sizes convert from US sizes to UK sizes as follows:
4 1/8 = 1
4 1/4 = 2
4 3/8 = 3
4 1/2 = 4
4 5/8 = 5
How do I know which grip size I should choose?
There are many different methods to choosing your grip size all of which are likely to give you a different answer and leave you totally confused. The main thing about a grip size is comfort so if you get a chance to try someone else's grip size at the club then we recommend that you do so.
However, as a general rule, grip sizes 1 and 2 are for children, sizes 2-4 are for ladies and sizes 3-5 are for men.
I have seen some items in your catalogue but they aren't on your website, why is this?
Most of the time this is because we are out of stock of this item or this item has not come into stock yet. There will be the odd item that you can't see on the site that is in stock, so if you are unsure, then fill out the contact us form or give us a call on 0844 847 6222.
I have an old racket and would like to buy another one but it is not on your site. Does this mean that you don't have my racket in stock?
We do have limited stocks of some old models that are either new or ex demonstration rackets. If you are trying to find a racket then let us know which racket it is and we will try to find one for you. Failing that we can recommend the closest racket in the current ranges.
Can I specify an exact delivery time?
Unfortunately we are unable to specify a time of day that an item will be delivered as Parceline can deliver your item from 9.00 am until 6.00 pm.
Do you deliver items on a Saturday?
Unfortunately, we cannot offer a Saturday delivery service at this time.
Do I have to be present for the delivery?
All deliveries sent via Parceline will require a signature. This is a requirement of Parceline and not pwp.com.
For further information about postage please click here
Can I change my account details online?
You can change your account details at the checkout when placing an order by clicking the My Account details button at the top of the screen. Alternatively once you have logged in, please click here. If you are not logged in then you will be unable to change your details.
What do I do if I've forgotten my password?
If you click the Forgotten password link at the bottom of the log in screen then your password will be e-mailed to you almost immediately. If your password does not arrive then check that you have typed in your e-mail address correctly.
What is my user name?
Your username is the full e-mail address that you have used when registering.
I want to place an order for one of your "buy one get one free" or "buy one get two free offers", what do I write in the quantity box?
If you would like to take advantage of any of "our buy one get one free" or "buy one get two free offers" then please enter 1 in the quantity box and the free rackets will be sent to you automatically.
Why do I have to enter my credit card details each time I order?
At present, customer credit card details are not stored online so in order to pay for your goods, you must enter your details each time you place an order.
Do your rackets come with strings?
All of our rackets come pre-strung to the factory specifications.
Are your Internet prices the same as the price I have to pay if I order by phone or visit one of your retail outlets?
No, the prices quoted on the Internet are online only prices and may be lower than the prices over the phone or at our retail outlets. This is because the overheads for the Internet are much lower than for other areas of the business so we can relay this back to you by offering larger discounts on our products.
Do your rackets come with a head cover?
Unless otherwise stated on the site all of our rackets come with a head cover.
I have received two order confirmation e-mails but I only want one order, what can I do?
At pwp.com all of the orders are invidually checked to try to avoid duplicate orders. However due to the large number of orders we cannot guarantee that we will catch all of the duplicates. If you have placed a duplicate order by mistake, please either reply to your order e-mail confirmation or telephone us on 0844 847 6222 as soon as possible so that you do not receive two orders.
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