Here are just a few of the questions that we get asked on a regular basis. If you have a question that isn't covered below, then please don't hesitate to contact us, either through our contact form, or directly by emailing firstname.lastname@example.org.
Do you ship internationally?
Yes. We ship pretty much anywhere in the world.
How are shipping costs worked out?
All of our shipping costs are worked out based on the weight of your order. The weight of the items you are buying is matched up with the Royal Mail, or courier tariffs, and that is what you will pay. (In fact, we often charge below the going rate!)
How long does shipping take?
It varies, depending on where you are ordering from, but these are the rough guides:
- UK - 1 - 2 working days
- Europe - 5-9 working days
- USA - 9 - 12 working days
- Asia - 10 - 15 working days
I have a question about my order, who do I contact?
Just get in touch with us at email@example.com, we'll do our best to get everything sorted out for you as quickly as possible.
We are not responsible for delivery delays due to weather, insufficient address information, holidays, or carrier complications. We will not be responsible for any customs fees that each individual country charges. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information. Please note international shipments may be subject to cross-border inspections by customs authorities. We will charge the full shipping price for all international returns and exchanges. For packages that are unclaimed or returned due to incomplete address, the actual shipping charge will be deducted from the refund.
Is your store secure for making payments?
Yes our store is secure for making payments. You can pay via Paypal, or you can pay by credit or debit card.
If you use Paypal, Paypal automatically encrypts your information and uses a secure SSL protocol to send it safely.
If you pay via credit or debit card, we use SagePay to process these transactions. All SagePay transactions are encrypted and sent via a secure SSL protocol.
None of your card data is ever stored or recorded. All transactions are PCI DSS compliant under the Data Protection Act.
Do I need a Paypal account to pay via Paypal?
No! You can use your Paypal account if you want to, but Paypal processes credit card payments for us without you having an account, so just follow the instructions on screen, and you can pay with your card as you normally would.
What forms of payment do you accept?
We accept major credit and debit cards from Visa and Mastercard.
NOTE: For high value orders we may delay processing and request ID verification through email.
Do you accept returns or exchanges?
Yes. We hope that you are 100% satisfied with your order, but if there are any problems, then by all means let us know by emailing firstname.lastname@example.org, and we'll help get things back on track for you.
All returns & exchanges must be requested within 7 days of the date the package was delivered. Please submit your return request and reasons by email to email@example.com. The Item must be returned with original packaging with no damage, swing tickets and any enclosed documentation. Exchanges will not be available if the product has been worn, or has signs that the product has been tampered with. (No Exceptions)
Who are you?
We (Emma and Chris) are a couple of people who love the game of basketball, and would love nothing more than to see it grow and develop all across the world. We take care of all day to day operations at Hardwood Ventures HQ, and take a great deal of pride in looking after you fine people in your pursuit for basketball goods.
Where are you based?
We're based in the UK, in Newcastle-upon-Tyne.
Do you have a store?
Yes we do! You can find it at 4 - 6 High Bridge, Newcastle-upon-Tyne, NE1 1EN. Check out the Visit Us page for directions.