Customer Service

Our friendly and knowledgeable staff is happy to answer any questions or concerns you may have. We are reachable by email at sales@subside.co.uk. Whenever possible, please include your order number or the product code of the product in question.



Ordering

Ordering Online

All orders are processed on our secure server, so you can trust your personal information is protected. We strive to make the online ordering process as efficient as possible, but should you have any issue placing an order online order please contact us and we will respond and assist you as soon as we can.

Ordering by Phone

We are also happy to take your order by phone at any time between 8:30AM - 5:00PM EST Monday - Friday.

Local Phone No. 0845 832442

International Phone No.: +44 1647 433272

Payment Methods

We accept payment by credit card, PayPal, cheque and bank telex.

Payment by Credit Cards

We accept the following credit cards: VISA / Mastercard / AMEX / Delta / Eurocard / Switch / Access / Solo.

In an attempt to protect our customers from any fraudulent use of their credit/debit cards, Subside Sports reserves the right to require all credit card orders be shipped to the registered cardholder's billing address and to the attention of the cardholder until customers have an established order history with us.

Payment by Check / Money Order

You are also welcome to send a check or money order for payment of your order. When paying by check or money order, select 'check' as your payment method when using the website, or place your order by phone.

An order number will be issued when the order is placed. Please indicate the order number on the check or money order made payable to Subside Sports and mail payment to:

Subside Sports 50-54 The Square Chagford Devon TQ13 8AH

Please allow additional time for the processing of check orders. Stock will be reserved for approximately 2 weeks in anticipation of receiving payment. Please send payment as soon as possible after placing your check order to ensure stock availability.

Gift Certificate / Coupon Code Redemption

To redeem a gift certificate or coupon code, enter your code in the gift certificate/coupon code field at the shopping cart footer and click 'SUBMIT'.

Gift certificates and coupon codes must be presented at the time of the order, so if the site fails to recognize the code or compute the proper discount please contact customer service for assistance before completing your order.

Only one gift certificate / coupon code may be used against any single Subside Sports order.

Coupon codes do not apply to shipping charges, only to merchandise. Under no circumstances will coupon codes be honored beyond their date of expiration.


Viewing Your Order Status & Account Changes

Updating Account Information

To amend your account details you first need to be logged-in, which you can do by clicking on Log In in the upper right hand corner of any page. Once logged in you will be redirected to My Dashboard. Here you will find your Address Book as well other useful information such as Newsletter Subscriptions, My Orders, and your order status. From My Dashboard you can update your shipping and billing address by simply clicking on Address Book and making the necessary changes, or you can update your Default Addresses directly from the dashboard.

Please note: you cannot make any changes to an existing order by making changes to your account. To makes changes to an existing order (such as billing or shipping address changes) please contact us directly. Please also note that you cannot check the status of an order placed as a "guest" online. Please contact us directly for this as well.

Viewing Your Order Online

To view an order, once again, log into your account and visit My Dashboard. From the dashboard you will see a link titled My Orders. Clicking this will take you to your order history. Simply locate the order you wish to view and click on View Order. This will allow you to check on the items contained in the order, the shipping address, the order status, etc.


Shipping & Delivery

Delivery Info

Orders are normally dispatched within 48hours, although please allow 7-10 additional delivery for orders requiring personalisation.

Tracking Numbers

When your order ships you'll receive an auto-email with a link to track your order. Please note that this link will not function until it has been at least 24-48 from the time of shipment. The parcel has to be scanned in the destination country before it can be tracked by the website of the destination country. Please note that this time is much longer for Correos de México.


Returns & Replacements

We hope that you will be happy with your purchase but should you wish to return or exchange an item please follow the instructions below.

Please inform us, either by email or by phone, of any item you intend to return within 5 days after taking delivery. Returns must be made within 28 days after taking delivery. All items must be returned with all outer packaging included and tags affixed and be in the same condition in which they were received. Please include a copy of your commercial invoice with all returns. Please also note on the invoice the reason for return and whether you are requesting a refund or an exchange.

Returns will be assessed upon receipt.

Every effort it made to ensure goods bought from Subside Sports are of excellent manufacturing quality. Should there be an issue with quality, Subside Sports reserve the right to return the item to the original manufacturer for inspection before deciding relevant action.

If a returned item is found to be non-faulty, correct, and of the correct size, Subside Sports will not accept any costs involved in returning the item. If an exchange item is to be sent, the customer will be responsible for the shipping cost on the exchange item as determined by value in our shipping rate chart. In the event that an exchange is requested but not available a refund will be issued. If a refund is to be issued, it will be in the amount of the purchase price of the returned item. It will not include the original shipping charge for the order.

If a returned item is found to be faulty, incorrect, or of the incorrect size, return postage will be refunded upon receipt, up to a maximum of £10.00 GBP. If an exchange item is to be sent, the customer will not be responsible for the shipping charge on the exchange item. In the event that an exchange is requested but not available a refund will be issued. If a refund is to be issued, it will be in the amount of the purchase price of the returned item. It will only include the original shipping charge for the order if the faulty, incorrect, or incorrect size item was the only item in the original order, or if other items not returned from the order totalled less than 10% of the order's value.

Refunds are issued to the credit card or PayPal account used to make the purchase. Returns on orders paid for with a check or money order are returnable for store credit or exchange only in accordance with the exchange policy above.

Please send returns to this address:

Subside Sports 50-54 The Square Chagford Devon TQ13 8AH

We strongly recommend that you send any returns via an insured, trackable service, and we ask that you email the tracking number of your return to us at sales@subside.co.uk once your return is on route. Returned items remain the property of the customer until they are safely delivered at the Subside Sports address listed above. Subside Sports will not be responsible for items lost or damaged during return shipment.


Privacy & Security

Subside Sports takes the subject of protecting your personal information very seriously.

Consent

The use of the Subside Sports websites implies that you agree to the terms of the Subside Sports Ltd online Privacy Policy.

Personal Information

When shopping the Subside Sports website you may be asked to submit personal details in order complete your order. Submitting these details is necessary if you wish to order with us.

Submitting these details implies that you understand and agree that Subside Sports and its subsidiaries and affiliates may transfer, store, and process your personal information.

Subside Sports retains this information to support the transaction and any other activity in which you have elected to participate. This includes newsletters, competitions and other marketing activity. If you wish to be removed from this list at any time we will honor your request.

Your information is stored on 128-bit secure servers and is password protected. We recommend that you do not share your password information with anyone.

Customer Registration

When placing an order you may be asked to create a customer account. This allows you to enter your data only once and then access via an email address and password.

To comply with Data Protection laws we use Secure Socket Layer (SSL) technology for data transfer. SSL is an industry standard for managing the security of message transmission on the Internet through public-and-private key encryption and a digital certificate that secures our server compliance when doing internet business or other on-line transactions. Subside Sports' certificate is issued by Geocerts. When you are asked to enter any personal details or credit card information the website will be secure. This is indicated with an icon at the bottom of your browser window resembling an unbroken key or a closed lock icon. SSL ensures that the information being sent is secure. Customer card details are encrypted and a unique transaction reference number used in future data transfer.

Data Protection

Subside Sports Ltd is registered in accordance with United Kingdom Data Protection Legislation and will hold and use your personal data strictly in accordance with UK Data Protection Legislation.