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Help & Contact

Please select the subject below and click for more information.
  • How reliable is product availability?

    Product availability is updated daily. When you select your required size the availability will appear below either;

    - Order within.....for delivery on....

    - Pre-Order now for dispatch on...

    If there is an availability problem with an item that appears as ‘Item in stock’ usually where the number of orders exceeds the current stock levels we will contact you by phone or email to inform you and advise on further availability and how you wish to proceed with your order.

  • If I pre-order an item will I receive it on the release date?

    When you pre-order an item the ‘Pre-order now for dispatch on’ message will appear. This is the anticipated dispatch date from our offices based on the delivery schedule from the manufacturer which can be liable to change.  If this date does change we will aim to notify you at the earliest opportunity by email of the new expected delivery date. If you have selected to personalise your pre-order please allow an extra 2-3 days for your order to be dispatched.

     

  • Do we re-stock items that are on sale?

    If an item is listed as ‘On Sale’ it is highly unlikely that the item will come back into stock. These items are usually the last of a current range / style / colour / size or indeed discontinued by the manufacturer. Only the sizes that are listed online will be available. For example if only size ‘Medium’ is listed as an option we will not have a ‘Small’ or ‘Large’ or any other sizes in stock of that particular item.

     

  • How long are items on sale for?

    Usually once an item is on sale it will remain on sale until all the remaining stock has been sold. Promotions or offers may last for a limited time only however the price advertised will be honoured at the time of the order being placed.

     

  • Can I order by email or phone?

    Due to obvious personal security reasons we are unable to take orders by email. However if you are having problems ordering online please do call us on 0141 221 3322, choose the relevant department and a member of staff will take your order by phone. Your order will then be sent out to you by one of our selected couriers, either Royal Mail or Parcelforce (depending on the size/weight/dimensions of your order). When ordering by phone you will receive your package by courier and your receipts / invoice for the transaction by second class post.

     

  • Do you provide size guides?

    Size guides are available on the product page to view or download in PDF format. Due to us stocking a large number of brands we do aim to use the size guide specific to that brand. For example Adidas sizing might differ from Under Armour sizing.

    If you wish to check sizes with the relevant department before ordering please call us on 0141 221 3322 and choose the relevant department.

  • Can I change a size once I have placed my order?

    Yes. If you receive your order confirmation and realise you have ordered an incorrect size please call us at the earliest opportunity to amend your order. Provided the size you meant to order is in stock we are happy to amend your order for you.  Once your order has been dispatched we are unfortunately unable to amend it. We do recommend calling us to change a size rather than emailing.

    Please note however that in some cases there may be a price difference to move up a size. For example a 15-16 year old football jersey will retail at £50.00. The next size up (Adults size Small) retails at £60.00. In this instance we would contact you to arrange payment for £10.00.

    In some cases it may be the opposite & you wish to go down a size. In this instance the refund would be issued to you via the same method of payment you originally used to purchase the goods.

  • Can I exchange a size in your retail stores?

    Yes. As long as you bring your invoice / proof of purchase back to our Gordon Street store you are able to exchange a size. If the size you desired was unavailable due to stock levels you would be offered a refund, credit note or indeed the flexibility to select another item to the same value as your original purchase. Please note if you wished to choose an alternative item which was more expensive you would be able to pay the difference with cash or a credit / debit card.

     

  • What delivery options are available?

    Standard / Next Day / Saturday Guarantee

    Not all delivery options will be available to you when ordering. This will depend on which country / location you are ordering from and also the total weight / dimensions of your items in your order. Items such as long umbrellas, golf clubs, hockey sticks, rackets - (badminton, squash & tennis) snooker and pool cues, winter equipment and basketball hoops/nets may require extra postage to be paid in order for them to be shipped on a specific service. This is due to the weight & dimension restrictions that may apply with some couriers.

    Standard – Normally 2-3 working days when ordered before 2pm items will be dispatched the same day.

    Next Day – Order before 2pm and you will receive your order the next working day. Note: If ordering before 2pm on a Friday your parcel is guaranteed for Monday.

    Saturday Guarantee – Left it late? Order before 2pm on a Friday and receive your parcel before 1pm the following day (Saturday). Alternatively if you work Monday-Friday you may wish to choose to have your parcel delivered on Saturday to guarantee that you will be home to receive & sign for it.

  • Do we deliver to Europe and further afield?

    Yes. We ship to 20 European countries and 11 countries outside of Europe.

    Europe – Austria, Belgium, Cyprus, Denmark, Finland, France, Germany, Gibraltar, Greece, Iceland, Ireland (Republic of), Italy, Luxembourg, Malta, Netherland, Norway, Portugal, Spain, Sweden, Switzerland.

    Rest of the World – Australia, Bermuda, Canada, Cayman Islands, Egypt, New Zealand, Saudi Arabia, South Africa, UAE, USA, Virgin Islands

  • Has my order been dispatched yet?

    Once we have dispatched your order you will receive email confirmation with your Royal Mail / Parcelforce tracking number and a link to the relevant tracking website. Your tracking number may not become active until the next morning after your parcel has been dispatched.

    Orders placed on Friday after 2pm, Saturdays & Sundays will be processed by our online department however will not be collected until Monday afternoon from our offices. You will receive email confirmation and a tracking number over the weekend as your item has been dispatched & prepared for collection. Your’ tracking number and working day delivery time comes into effect from the point of your parcel leaving our offices, in this case Monday. For example if you order on Saturday afternoon on a next day service your parcel will leave on Monday and be delivered on Tuesday.

  • Can my order be delivered to a different home / work address?

    Yes. When ordering online you are able to select an alternative shipping address. This may be in cases of purchasing a gift for a friend or family member and wishing it to be delivered to them directly. Alternatively you may opt to have your parcel delivered to your work address to guarantee that you will receive your parcel.

    When ordering by phone items must be sent to the billing address of the customer purchasing the goods unless it is approved otherwise by a member of the management from the company.

  • What happens if my parcel has not arrived within the expected delivery time?

    UK:

    Occasionally items can be delayed in transit which unfortunately we have no control over once your parcel leaves our offices with the selected courier. If you have not received your item within 3 days of the expected delivery date please contact our customer service team to log your query. We will then be able to chase your delivery up for you and keep you updated. We aim to have a response from Royal Mail / Parcelforce within 48 hours however please allow longer for busy periods, e.g. Christmas / Bank Holidays.

    If we are unable to locate your parcel then we have to initiate a claim for the loss / delay from the courier. We have to allow up to 14 days from the dispatch date for the parcel to be classed as missing.  Once a claim has been made we are then able to issue you with a refund / replace the goods.

    Europe / Rest of the World:

    Please allow up to 10 working days (14 days outside Europe) from dispatch for your parcel to be delivered. Deliveries in your country will be made by your national post provider. If after this period your item has not arrived please contact your local delivery office / depot quoting your tracking number and they will be able to track your parcel. In the event that they are unable to do this please contact our customer service team either by phone or email. For International orders we have to allow between 21-25 days for items to be classed as missing. A claim would then be submitted for the loss and you would be subsequently refunded for your order or replacement goods would be sent to you.

  • Tracking tells me that my order has been delivered / left with a neighbour?

    In some cases rather than leaving a missed delivery notification card Royal Mail / Parcelforce may deliver to a neighbour or leave the item in a safe place around your property. This may be an outdoor bin, outbuilding such as a garage / shed or behind your property out of sight from the street. This is not normal practice but does happen on occasions.

    We always advise checking around your property and with close by neighbours. If you cannot locate your parcel please contact our internet department and they will be able to investigate this for you.

  • What happens if my item is damaged / faulty on delivery?

    If the outer packaging of your parcel is damaged we suggest that you open the parcel and check its’ contents before signing for it. If you are not satisfied then you are able to ‘Refuse Delivery’ and the item will be returned to us. We will then be able to contact you upon its return. Equally you can contact us to inform us you have declined delivery of the parcel. If you received your parcel on a non-signed service please contact us at the earliest opportunity to inform us of any damage and we will seek to act as quickly as possible to resolve the issue.

    If upon opening your parcel you discover any items to be faulty please contact our internet department as soon as possible to arrange a return / replacement. If an item is required to be sent back by post we will seek to refund any postal charges you incur. In some cases we may ask for pictures to be sent to our customer service team prior to any return so we are able to have a look at the fault.

  • What happens if I receive a wrong item / an item is missing from my order?

    In the unlikely event that you receive a wrong item or an item is missing from your order please contact our internet department as soon as possible either by phone or email and they will be able to resolve the problem. Please provide relevant details such as order number, products code of wrong / missing item and this will help us resolve the problem as quickly as possible.

     

  • Returns

    How do i return an item?

    In the event you need to return an item, you will find instructions on the invoice which we send out with your order. 

    Step 1

    Fill out the necessary details on the back of the invoice stating the reason for return and whether you require a refund or exchange. To download returns form click here

    Step 2

    UK Customers     Please send goods back to the address below. Download and Print the Returns label here

    Non UK Customers - Please send goods back to the address below using recorded mail as we cannot be responsible for goods lost or delayed in transit back to us. Download and Print the Returns label here

    Returns Department

    Greavessports.com

    23-25 Gordon Street

    Glasgow

    G1 3PW

    United Kingdom

    You may cancel your order any time within fourteen (14) working days from the day you receive the goods. However please note that you will be responsible for the cost of returning the goods to us. If a refund is payable to you we will process the refund as soon as possible, and, in any case within 30 days of the day of cancellation.

    Please note that you have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

    In all cases the items must be returned in their original condition including any packaging. For example shoes must be returned in their original boxes, items of clothing such as jerseys / shorts must be returned with their tags and in any bags / packaging they were dispatched in. All goods are inspected upon their return to us as per above.

  • Do you offer Free Returns?

    Currently we do not offer a free returns service. However, if you return an item for exchange we will post the goods back out to you free of charge. We will only refund the monetary cost of the goods returned to us, at the price you purchased them for. We are unable to refund any postal charges you incur unless we have agreed to refund you for postage in the case of an incorrect / faulty item being sent to you.

    We would advise when sending goods back to use registered post. We would ask that you keep a hold of a proof of postage receipt in the unlikely event of your return going missing. We cannot be held responsible for items being lost or delayed in transit on the way back to us.

     

  • Can personalised goods be returned / exchanged?

    Once items have been personalised they cannot be returned or exchanged unless they are deemed faulty so please ensure you order the correct size / style when purchasing. If you want to change a size or indeed the personalisation please CALL our internet department ASAP. We will do our best to amend your order however in some cases it may be too late.

    If however, your product develops a fault later then your statutory rights are unaffected and we will therefore be happy to offer an exchange or refund.

    We will only accept personalised items for return if the item is faulty or indeed the personalisation is incorrect from receipt of the order.

  • What do I do if my product is unsuitable / develops a fault?

    We aim to make our returns service as easy as possible. If you are unhappy with an item you have received you are able to send it back to us for a refund / exchange. On the back of your invoice is your Returns Form. Please fill out this form and complete the appropriate sections so we know what action to take when your return arrives with us. Please use a covering letter if you wish to add extra information that won’t fit on the returns form.

    If you have ordered by phone please return your order to us with a covering letter and your original receipts (which may be photocopied) highlighting how you wish us to deal with your return, whether it  an exchange / refund  or replacement for a faulty item.

    If an item develops a fault we would advise firstly contacting our internet department either by phone/ email to seek advice. From there we will either ask you to send pictures to us of the fault or to send the item back. In most cases we would need to receive the item/s back to have them inspected. From there we will be able to either refund your purchase or replace the item where possible.

    All unsuitable or faulty items should be sent to:


    Returns Dept

    Greavessports.com

    23 Gordon Street

    Glasgow

    G1 3PW

  • I have been refunded the incorrect amount?

    If you feel you have been refunded the incorrect amount please contact our customer service department as soon as possible. We aim to always be accurate but do apologise if an error does occur. The following may affect the amount you have been refunded:

    - We do not refund return delivery charges unless the item has been deemed faulty or otherwise approved by the management.

    - Any discounts which applied at the time of the sale which may no longer be applicable

    - Human error

    If you have refused delivery of your parcel or not contacted / collected your item from your local delivery office, you are liable for any charges that occur for the item to be sent back to us. If we are unable to contact you upon the parcel’s return after a considerable period we will refund your purchase excluding delivery charges.

  • I returned an item and it was incorrectly refunded?

    If you returned an item for an exchange but were refunded instead this is probably due to us being unable to exchange the item due to stock availability. In all cases where an exchange is requested but we are unable to process this we will contact you by phone and / or email to inform you and see how you wish to proceed, i.e. opt for a refund or choose a different item. If we are unable to reach you after a considerable period we will automatically refund you for the item and therefore the funds will be in your account to make an alternative purchase.

     

  • Can I cancel my entire order and be refunded in full?

    Yes. If you wish to cancel an order before we have processed it for dispatch we would advise calling our internet department as soon as possible. In this case, you would be refunded in full for your purchase, including delivery as we have not dispatched your order.

    If we have already dispatched your order and you contact us to cancel it then unfortunately you would have to return the items to us when you receive them. Unfortunately your order would then fall under our Returns Policy terms & conditions and would have to be returned to us by post at your own cost.

     

  • Which payments do you accept?

    The payment methods we accept online / by phone / in-store are:

    - Visa Debit / Credit / Electron

    - MasterCard

    - American Express

    - Maestro (UK issue only)

    - PayPal

     

  • What is a security check?

    All orders placed online go through a security check. These security checks are put in place due to increased anti credit card fraud procedures & can identify multiple orders placed in a short space of time. All new orders are checked for fraudulent activity. If an order fails the security check we may contact you for additional information to validate the order. Please make sure the billing & delivery address are accurate in order for us to deal with your order as quickly as possible.

     

  • Can I add an item to my order after it has been placed?

    Yes. If you decide you wish to add an item to your order please contact our internet department as soon as you can by phone. From there we will be able to check stock availability of the item you wish to add and take the additional payment over the phone if it is available.

    In some cases you may want to add personalisation such as a print to a football jersey, we are also able to arrange this over the phone. We would advise phoning us in these instances rather than emailing us.

    Alternatively you may wish to cancel an item from your order or change a size. Again, we would advise calling us at the earliest opportunity to arrange this as after your order has been dispatched we cannot amend it.

  • Are my details retained when I order?

    We do keep records of your name & address and your previous orders. We do not store credit / debit card details. If you have ordered before we would advise logging into your account as you will be able to place an order easier & quicker.

     

  • Which services do Greaves Sports offer?

    At Greaves we offer the following services in-store:

    • Football - Shirt printing & boot embroidery
    • Golf - PGA professional providing golf lessons and custom fit service
    • Running - Gait analysis service
    • Rackets - Re-stringing & re-gripping service & diagnostic testing for tennis, squash & badminton
    • Ski - Servicing & repairs to skis, snowboard & ice skates
    • Cricket - Re-gripping, repairs, oiling & knocking in
    • Snooker/Pool - Re-tipping, repairs & servicing
    • Darts - Re-pointing

    You will find more information about our services in the 'Services' section of the website. If you have any further queries or questions please call us on 0141 221 3322 and a member of staff will be happy to help you.

  • Do you sell gift vouchers?

    Yes. Gift vouchers can be purchased in-store, by phone or online via our gift voucher service click here  (Delivery for phone orders is £6.15 due to insurance reasons. There is no expiry date on our vouchers.


  • Do you offer a click & collect service?

    We currently do not offer a click and collect service however it is something we are looking to offer in the near future. In the meantime if you wish to collect items in store we are happy to reserve items for you to collect and pay for in store - if you wish to do this please call 0141-221-3322 and the relevant department will be able to help arrange this.

  • I have seen an item on your website, is it available in-store?

    Any items that are on our website are also available to purchase in our Gordon Street department store at 23 Gordon Street. On rare occasions stock discrepancies do occur and an item you are interested in may be out of stock. If you would like a member of staff to check the stock levels for you please call us on 0141 221 3322 and choose the relevant department.

  • Do we price match?

    Although we don't price match we do have regular promotions & special offers throughout the season. We also reduce prices on end of line items throughout the year where you are always able to pick up a bargain or two.  

  • GDPR

    On the 28 May 2018 the EU General Data Protection Regulation (GDPR) replaces the Data Protection Directive 95/46/EC and is designed to harmonise data privacy laws across Europe, to protect and empower all EU citizens data privacy and to reshape the way organisations across the region approach data privacy.  Below as part of our GDPR we explain how Greaves Sports Ltd uses and protects any information that you give Greaves Sports Ltd when you use this website. Greaves Sports Ltd is committed to ensuring that your privacy is protected.

    Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. You should check this page from time to time to ensure that you are happy with any changes and any further updates inline with the new GDPR directive.


    What we collect

    • We may collect the following information:
    • name
    • contact information including email address
    • demographic information such as postcode, preferences and interests
    • other information relevant to customer surveys and/or offers

     

    What we do with the information we gather

    • We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
    • Internal record keeping.
    • We may use the information to improve our products and services.
    • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
    • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

    Security 

    We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.


    How we use cookies

    A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

    We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

    Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.


    Links to other websites

    Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.


    Controlling your personal information

    You may choose to restrict the collection or use of your personal information in the following ways:

    whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at admin@greavessports.com

    We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

    You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to 23/25 Gordon Street, Glasgow, G1 3PW.

    If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

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