Security Pledge

Racquet Depot is committed to respecting your privacy. In general, you can visit Racquet Depot without revealing any information about yourself. We do collect information regarding visitors to our Web site. Some information is required in order to process orders, for example. We analyze this data for trends and statistics to help us provide you with a better service.


Privacy Policy

To process your order, we require your name, billing address, phone number, email address. We use this information to process your order and, if any questions should arise, to contact you about your order.

If we need to contact you, we will contact you via email first. If unsuccessful (or time is critical), we will try to contact you by phone.

Very occasionally, we may share your details with carefully selected third parties. However, if your communication preferences show that you have chosen NOT to receive information from third parties, then of course your details will not be shared. There are times when we may request information from you, such as your, name, address and e-mail address.

You can help Racquet Depot update and maintain the accuracy of any personal information you supply by using the account profile pages or notifying Racquet Depot of any changes to your address, title, phone number or e-mail address.


Cookie Information

Cookies are small bits of text used by a browser to store information on your computer’s hard drive. Each cookie can only be read by the web server that originally issued it.
Cookies cannot profile your system or collect information from your hard drive. Most On-Line retailers use cookies.

Racquet Depot uses Cookies to let us know you are a prior customer and thus you will not need to re-enter certain information every time you shop at the site. We do not use cookies to store credit card numbers, address information or any other personal information.


Frequently asked Questions (FAQ)

If you need to find more information on specific product related issues then please follow the information links below:

How does your product search work, it seems quite a lot different to search engines I’ve used in the past?
A. Our Product Search Engine is one of the most advanced around, it lets you search on a single field manufacturer name or on multiple fields. By searching in this way you should be able to find the product that you are looking for faster and easier.

How are you able to offer your prices far more competitively than your competition?
A. Due to our streamlined business model and levels of automation we are able to greatly reduce the costs of our business, this allows us to run our business more efficiently and pass the savings on to you.

If I want to buy something from Racquet Depot.co.uk, is my credit card number safe from hackers?
A. All card details are taken by a third party. Payments are securely encrypted by SSL with an encryption legnth of 168 bit (the highest level commercially available) 

How secure is buying over the web / I’ve heard horror stories about other Internet companies?
A. If we look at the security issue first, when you type your credit/switch card number into our payment gateway, PayPal, the web site is in secure mode. This means that the information you type in will be encoded and their server decodes it. In layman’s terms this means that anyone “listening” to traffic en route will be able to make no sense of the number. Our system the “Secure Socket Layer“ works, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.

Secondly if you are a UK resident using a UK issued card for a transaction over £100 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt. In practise this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practise putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.

Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
A. At RacquetDepot.co.uk we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us. We will not pass it on to any other companies.

If I place an order with Racquet Depot.co.uk will it all be dispatched together or in bits and pieces?
A. Any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are instock will your order be despatched.

How can I pay for my order?
A.We currently accept Visa/Visa Electron/Mastercard/Solo/Debit and Switch and PayPal payments.
Please make all cheques payable to Racquet Depot

And send the cheque to:

Racquet Depot
4 Thyme Court
Guildford
Surrey
GU4 7BZ

Can you ship my order to my work address?
A. Yes we can ship to a different address provided you have given us your billing address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before despatching your order.

Can I call Racquet Depot.com to place an order?
A. Unfortunately we can only take payments online at the moment.

If I’ve placed an order on your site, am I able to amend it later?
A. If you’re order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.

If I have a problem with a product that I have ordered from you, how do I get help?
A.You can use our online returns which allows you to send a request directly to our Technical/Returns Team, where you should receive a response within 12 business hours.

What shipping options are available to me?
A. There are several options available. Smaller orders, we prefer to use Royal Mail, however we also use UPS and DHL for larger orders.

How do I track my open order(s)?
A. If you go to the Account section you will find any orders that have not yet been despatched with a status linked to it. Once an order has been despatched it will show the invoice number and courier consignment number. When you have the consignment number you can go to our shipping support page and track your order from there.

How do I view my past orders?
A. You can view your order history by going to Account section. Here you will see your orders in invoice number order, by selecting an invoice, you can see what items were on the orders and who ordered them.

I sent a product back for replacement. How long will it take until I get my replacement?
A. You should receive a replacement or credit within 7 working days, you can track the RMA through the online returns section.

When am I likely to receive my order?
A. Racquet Depot dispatch orders within 3 working days. Working days are from Monday to Friday, however we do still operate and post on Saturdays.

I need to find out more information about a product, what do you suggest?
A. In the rare event that you cannot find the relevant information on our site then we advise you to contact us by email at sales@racquetdepot.co.uk where you can ask for further product advice from our trained consultants.

If I am not home when the couriers try and deliver my order what happens to it?
A. If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.

My order has been awaiting fulfillment for over five working days now, what should I do?
A. There maybe a problem with one or more of the items on your order. Please contact our Customer Support Team as soon as possible and we will investigate any hold up with the order and advise you on the best way to rectify the issue.

If I place an order over the weekend when can I expect to receive it?
A. If you place it on a next day service then you can expect to receive it sometime in the middle of the next week.

Once my order has been dispatched can I request it to be redirected somewhere else?
A. In order to arrange the redirection then please contact our Customer Support Team. Please note that a charge may be applied for this service.

Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Monday to Saturday. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.

If I place an order and something is out of stock what happens to the rest of my order?
A. Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock. In general the best solution is to cancel the out of stock item(s) off the order so the rest of the order can be dispatched forthwith, or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.

When do you take payment for my order?
A. We take payment as soon as you place your order. Your order will only be processed once authorisation of your credit / debit card has been properly received.

I have just recieved my order but there is no VAT Invoice?
A. Please contact our customer service team for us to send a VAT invoice.

What is the Time Limitation for Notification of Claims?
A. Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier’s delivery consignment note and it will be your responsibility to inform us within 2 days from delivery.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery.

Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.

Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.

What is the Customer Support opening hours?
A. Racquet Depot operate Monday to Saturday, however on evenings or on Sundays, our administrators may reply after our closing times.

What happens if I am unable to check the contents of my goods at point of delivery?
A. If you are unable to check the contents of the package at time of delivery please sign for the goods as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.

I am having problems logging into the website, what should I do?
A. Please visit the login problems page.

I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please use our returns online service to report this discrepancy to us. On receipt of your RMA request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to Racquet Depot.

How do I return a product to Racquet Depot for replacement / refund?
A. Please use our returns online service to return the item. To access returns online click on Account > Returns. Simply follow the online instructions.

What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?
A. The couriers will hold the goods for up to five days before returning the goods back to us. If you are able to contact either Racquet Depot or the couriers, arrangements can be made, for the order to be held at your local depot until you are available to collect.

Can I have my order left at my neighbours?
A. You must leave a note that the couriers can see for that to be possible.

What happens if I receive my order and it is damaged, or there are items missing?
A. This must be reported to Racquet Depot as soon as possible and we will take the appropriate action.

What happens if the courier confirms that they have lost my parcel?
A. This must be reported to us straight away. We can then take this matter up with the Couriers, so that they can investigate this matter and .

What happens if I don’t receive my order and I placed it on a Next Day delivery?
A. Next Day Delivery represents the time our delivery carrier takes and has nothing to do with handling time.