Delivery & Returns

UK CUSTOMERS

 

Delivery

 

Grays Hockey gives you free shipping on UK orders over £15. For orders under £15, £3.95 will be the shipping fee.

We usually despatch via tracked UPS or DPD and typically your order will be delivered within 7 working days. Please note that some products such as those requiring customisation will require more preparation time and deliveries to the Highlands and any island will take a little longer.

 

*Please note deliveries normally require a customer signature* 

 

Returns

 

• Welcome to our FREE returns service for UK customers

• Just click the “start return now” button – all you need is your order number and email.

• Select the item(s) to return

• Print off your free UPS Access Point shipping label, secure to the parcel and drop off at the UPS access point that suits you.

• Your return parcel should be with us within1-2 working days after drop off, we aim to action your refund within one day of delivery to our returns team where possible.

• You can re-order goods required at your convenience (refund policy on validated returns).

 

If packages are received damaged we advise carefully examining your goods straight away and documenting any damage with images if possible (package and item/s). Any damage claim must be reported to us by the end of the working day following delivery. Damaged items should remain unused while your query is assessed.

 

 

We have a 30 day returns period (from date of receipt). This is for unused items (if they are not required or a customer changes their mind) returned in new condition with packaging and tags.

 

Goods that are customised, adapted or bespoke can only be returned if faulty.

 

START A RETURN

 

FIND YOUR NEAREST UPS DROP OFF POINT

 

CUSTOMERS FROM EU COUNTRIES

 

Deliveries

 

 

Due to the combined impact of Brexit and Covid-19, our couriers are experiencing unprecedented delays and it may take up to 15 days to receive your order. We are looking at alternative shipping options for our customers across Europe, to improve the situation as best we can.

 

Grays offers FREE shipping on every order over £100 to an EU country.

 

For orders under £100, we charge a fixed rate of £15.00 for shipping.

 

Typically your products will arrive three working days after despatch. Customers in countries further from the UK should allow longer.

 

Bulky items sent in to Europe, particularly to the Republic of Ireland, may incur shipping rates in excess of £100 per item. This is due to a combination of Brexit and Covid-19, where our logistics partners’ ability to get goods to customers has been drastically affected. We reserve the right to cancel and refund such orders. We are very sorry for any inconvenience this may cause and we will keep this page updated with any further developments.

 

Orders from outside the UK or EU may be subject to local import charges/taxes that are outside our control. Typically you will need to pay them to the carrier.  If you do not pay the carrier the goods will be returned to us. We will then refund you after deducting the cost of carriage incurred by us and any extra charges levied by the carrier.

 

 

Returns

IMPORTANT: All items are shipped from our European Warehouse but must be returned to the UK. Any unwanted/change of mind return must be returned to the UK and cost covered by the customer.

Returns must be sent to the address below in England.

Standard return shipping costs are covered by Grays only in cases where items are defective or incorrectly supplied, and only after authorisation has been given by our Returns Department.

For returns due to incorrect orders placed by the customer (including wrong sizes, colours, or products), return shipping costs are the responsibility of the customer.

Returns Address
Grays Returns
Unit C, Brook Way
Ivyhouse Lane Industrial Estate
Hastings, East Sussex
TN35 4NN
United Kingdom

 

Change of Mind Return Request.

• Please raise return requests via the link below.
• Unused / unmarked / unaltered items (with packaging and tags attached) can be returned to our UK based Returns Department up to 30 days from receipt for full refund (excluding customised/personalised items).
• When returning from outside the UK you would need to arrange the return shipping with a courier of your choice and pay for their service.
• It is important you liaise with your chosen courier to ensure all documentation with the package is correct and makes clear it is a return (not an item being imported to the UK).
• The courier may need our EORI number for this - GB213436495000.
• If on delivery to us there are additional shipping or duty charges due, the package will be rejected by our Goods In / Returns Dept so it is important the courier includes correct documentation.
• There is a 14 day period to complete the returns process (package to be received by us) once a return request is activated/approved.

START A RETURN

Important Additional Information

• Please note that where resealable / reusable product packaging is provided with the item, it should also be returned undamaged.
• Please do not use the product packaging for attaching shipping/address labels, the item and packaging should be securely covered inside a parcel for transit.
• Refund requests could be rejected or reduced (restocking charge) if the packaging is damaged.
• Refunds will be issued up to the total value of the order excluding shipping costs. Return and delivery fees are only refunded in the case of a defective item or an incorrect shipment.

 

Potential Fault Claim

• If you have potential fault claim, you should raise your claim in the same way as a change of mind return (as if sending back to us, via the link below) and include notes/images within the process for the team to assess.
• In most cases we will be able to resolve based on this information and it will not be necessary to ship the item.
• Please do not try to post any fault claims to us unless specifically requested by our returns team after the claim request has been raised.

START A RETURN

 

CUSTOMERS FROM USA & CANADA

 

Deliveries

 

Any customs/duties/taxes charges are the customers responsibility and will need to be paid for by the customer. Grays Hocky is not liable for this.

Please check your local customs office for more information.

We cannot offer a return for goods once they have been dispatched from the UK, as the fees will remain outstanding. 

 

Returns

 

REST OF THE WORLD* 

 

At this time we do not ship directly to any other countries. This is subject to change at any time.