Frequently Asked Questions

For our contact details and information about Start Football select the “Contact Us” button

For details on the ordering process please refer to  “ Placing Your Order”    in  the T&C' s

FAQ,s

We have prepared a list of  questions and answers, which we hope covers most of the queries you may have.

Q.How do I know if you have my size / colour ?
A.The sizes / colour that are available in the drop down box on each product page on the website. Click on the size / colour to see if there is stock of that size/colour.

Q.How do I order ?
A.You can order through the website and pay by secure trading using your credit card. You can also order by mail order by calling 01670 706341

Q.Paying by cheque?

A.Cheques must be made payable to Start Fitness.

Q.How do I know what shoe size to order ?
A.We are a UK site so all our sizes are shown as UK sizes. If you do not know which size to order, you can use our size tables link on each product page to convert from US or Eur  to UK size for the brand of shoe you wish to purchase.

Q.How do I know which Clothes size to order ?
A.All clothing is shown as standard UK sizes

 Q.What is the product availability ?
A. All  products  and sizes that are available are shown on our website. Occasionally we may run out of stock. We will contact you as soon as possible to advise you if this happens and we will try and offer you a suitable alternative to consider, or you can cancel your order.

Q. Can I have a different delivery address to my billing address?
A. No problem. When filling in your details in the personal details section you can select and enter details of a delivery address which is different to your billing address.

 
Q.Once my order has been completed, can I add further products or amend or change the order ?
A.Our system is automated so once the order is completed, you can not return to re enter your order to amend it. If you wish to order additional products you will need to start a new order.

Q. I live in a Vat exempt country. How do I order the promotion products 2 for £X. ?

A. For Vat exempt countries the  price you pay is the lesser of the Vat exempt price and the promotional price.

Q.Why does the total price include Vat at the check out when I live in the Channel Isles ?

A. You must select Channel Islands as the billing address and destination address on the previous screen for the system to calculate the zero rate on your order. Return to this screen and correct the information.

Q.Do you deliver overseas ?
A.Yes, we deliver worldwide. If your country is not listed in the “select country” box, please contact us on 01670 706343  and we will process your order.

Q.What is the cost of delivery ?
A.Delivery costs are calculated in the shopping cart and are based on delivery method selected and weight.
In most cases for the UK standard delivery for clothing is £2, for shoes is £3.95.  Express 2 day delivery to the UK is £5.95.

 Overseas delivery is calculated in the shopping cart

Q.What delivery options are there ?
A.For UK delivery we offer a standard Royal Mail  delivery service of 5 – 7 working days or an express 2 working day service. Express delivery is a signed for delivery service.
For Overseas, delivery is by Royal Mail signed for delivery and is 7-14 working days.

Q.When will I receive my order ?
A.This depends on the method of delivery you select. See above.

Q.How can I check progress of my order ?
A.You will be sent automated e mails when your order is accepted, and when it is dispatched. You can also see this information in your order details in “ my account”.

Q.What happens if I am not in when the goods arrive ?
A.For standard delivery you will be left a card by Royal Mail with details of your local sorting office where you can collect the goods.
For express signed for delivery you will be left a Courier card or Royal Mail card with contact details of the courier depot for you to ring to arrange re delivery. If  someone else is at the address, they can sign for the goods for you, as the contract is to deliver to the address, not the person.

Q.I work during the day, and the goods are far too big for the letterbox. ?
A.You can have the goods delivered to a different address to the invoice address where someone is there throughout the day , for example your work address .

 
Q.How long should I leave to receive goods before contacting you. ?
A.Please allow the full delivery period selected for your goods to arrive. If you have not received your delivery by this time, please contact us on 01670 706341. If you have selected standard UK delivery , please check that it is not with your local Royal Mail sorting office first, in case the postman has forgotten to leave you the card.

Q.What happens if the courier has misplaced my parcel ?
A.In the unlikely event of your parcel being lost by the courier, as the sender we are responsible for making enquiries into the lost item. This means that once the courier classes a parcel as lost (standard UK Royal Mail 14 working days, International  28 working days, Express UK 3 working days), we can process a replacement order or refund immediately.

Q.The colours are slightly different to those shown on the internet picture ?
A.Every effort is made to ensure the imagery used is as representative as possible, however allowance should be made for the variances between all browsers and monitors .

Q.What is your returns policy ?
A.We offer a no quibble 28 day return policy. If any of our items are unsuitable you may return them for an exchange or refund , as long as they are returned complete with tags and original packaging in fully re saleable condition
Return Postage & Packing is payable by the customer.

Q.How do I return an item ?
A.Please follow the instructions on the returns form on the back of the delivery note/invoice, fill in the relevant details and enclose with the returned product.
Returns must be made within 28 days of receipt.
Return Postage & Packing is payable by the customer.

Q. How do I know you have recieved my return?

A. You can track the status of your return through your account. You will also receive an e mail every time your order has been updated with returns/ refunds / exchanges.

Q. I need to return a product. I got a free product with it. Can I keep the free item.

A. Unfortunately not. The Item was free with the purchased item, so you will have to return the free product as well, unused and in a fully saleable condition with tags and complete with packaging.

Q.What service should I use for returning product. ?
A.For your peace of mind we suggest you send returns by signed for/ recorded delivery. This means that if your parcel is lost in the post you will be able to claim from the carrier for goods that were lost. If you wish you can use Standard post, which is more economical but offers no insurance. We can not accept responsibility  for lost or damaged post.

Q.I have received a  product / size that I did not order ?
A.It shouldn’t happen but if it does, please accept our apologies. Please return the shoes using the returns procedure above and we will send out the correct product and refund you all your postage costs.

 
Q.I wish to exchange a product / different size ?
A.Please follow the instructions on the returns form on the back of the delivery note/invoice, fill in the relevant details and enclose with the returned product.
Returns must be made within 28 days of receipt.
Postage charges for sending the exchange item will be charged at the normal rate.

Q. I have been charged full price for my exchange ?

A. If your exchange is for a different value than that originally ordered, we refund for the return and then charge for the new item sent.

If you can not find the answer to your query in the above list, please let us know on 01670 706341 and we will be happy to help.