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Frequently Asked Questions

DELIVERY CHARGES - UK and OVERSEAS

What do you charge for delivery in the UK?

UK Orders up to £3.50 will cost £1.00 postage. 
Orders from £3.51 to £11.99 will cost £2.95 postage.
Orders from £12.00 to £49.99 will cost £3.95 postage.

Orders £50 and over come with free postage to the UK (inc. the Highlands, Northern Ireland and the Channel Islands) except where indicated.

For orders placed in the Isle of Man and to be delivered to the Isle of Man, the postage policy remains the same even though the island is not within the UK. For more information see: Isle of Man Orders.

If I live abroad but want my order to be delivered to a UK address what do you charge?

Where an order is placed from outside of the UK but delivery is required within the UK the normal UK delivery arrangements apply. The currency used to make the purchase will be automatically converted to GBP.

I live in a country that is VAT exempt. If I place an order with you do you take that off the price?

When we receive your order we calculate the delivery charge and then deduct the VAT. Any difference between the figures may result in a credit or a need for an additional amount to cover that difference. Either way we will be in touch to check how you wish to proceed. More details can be found here.

 

RETURNS and REFUNDS

Can I cancel my Order?

Yes. Your right to cancel starts the moment you place your order and ends 14 days from the day you receive the goods. You must tell us you want to cancel in writing, by email or by telephoning within that period. You then have 14 days in which to return the goods if they have been shipped during that time. More details can be found here.

How do I return goods?

If you ordered online enclose the invoice (or copy of), and a note explaining the reason for return. You must include your name, address, telephone number and order number. You must also remember to say if you require a refund or an exchange item. Should you prefer an exchange be clear about the item you would like instead.

If you ordered by telephone simply send the note as described above but include a date on which the purchase was made.

In the case of goods being returned because they are defective, you should also state whether you require a replacement or a refund.

Where do I send returned goods to - your address?

Returned goods should be sent to:

The Bowls Shop
1 Peppercorn Gardens
Wollaton
Nottingham NG8 1NT
Tel: 0115 9292233

Will you refund my postage cost for returning goods?

UK Law dictates that the answer is no unless the item (or items) are deemed to be of unsatisfactory quality, not fit for purpose, or do not correspond to the product description. More details can be found at paragraph 2 here.

If any of the defects above are legitimate then we will refund the standard rate of postage applicable to the item(s) to be returned unless we have agreed beforehand that an enhanced postage service is appropriate.

Do I get my return postage back if there’s been a mistake?

This may be possible and depends upon the nature of the mistake. More details can be found at paragraph 2 here.

Where can I find your shops?

You can find out more about our shops and how to get to them here.

TRACKING MY ORDER

How do I know what’s happening with my order?

When you place an online order the website system automatically generates an acknowledgement thanking you for the order.

When we see the order we manually send a second email that says "PENDING". That simply means we're dealing with it. There's a little more information in there too.

When the order is shipped we send a third email that says "COMPLETE".

There are no notifications in between unless we need to contact you to discuss the order. More details can be found here.

DELIVERY TIMES

When should I expect delivery of my order?

Every effort is made to despatch orders on the same day the order is received or within 2-5 working days. If we can’t fulfil your order immediately we’ll place an order with the supplier and provided they have the item (or items) in stock delivery it can take as little as 24 hours for the item(s) to arrive with us for onward despatch.

Orders for Bowls are different. It would be impossible to carry every Bowl- the options would run into tens of thousands and we would need storage space not far off the size of the giant Amazon warehouse in Yorkshire! We do however carry a limited stock of the more popular brands and sizes, but if what we have isn’t to your liking it’s not a problem placing an order with the manufacturer.

Delivery times for Bowls vary considerably across the different manufacturers. If they happen to have the precisely what you’re looking for in stock the set will be sent to us within 24 hours for onward transit to you.

Where a Bowl has to be made from scratch, and especially if it’s to be a Bowl made to a particular specification, then at different times of the year there can be production pressures. Manufacturers also sometimes find themselves lacking material essential to the completion of the process. Occurrences such as these, either singularly or in combination, can seriously impact on delivery resulting in completion dates of up to a maximum of 6 to 8 weeks. Fortunately however, most of the time it’s a lot less than that when things are running smoothly at the factory.

STOCK LEVELS

How do I know if you have what I want in stock?

Whilst we don't have the benefit of a Point of Sale (POS) product scanning system we manually monitor our stock on a daily basis and place orders with our suppliers on a daily basis too. It’s rare for us to be out of stock but if the supplier is also out of stock and we haven’t been alerted then we may not be able to fulfil an order immediately. Once we do know something isn’t available we do note the website, usually the same day.

If the new stock isn’t to be expected within a few days then we would try to get in touch with you to discuss the options. Unfortunately we find that our emails often end up in Spam boxes, or messages left on the answer machine aren’t picked up. If you have any concerns about delay it’s always best to check these before contacting us.

If the item or items required are needed urgently for a Birthday or a Bowls competition or similar, then it might be wise to call us to check if the item or items can be despatched in time. Tel: +44 115 9292233

Orders for Bowls are different as we can only carry a limited amount of stock. Please see: When should I expect delivery of my order?

GUARANTEES AND WARRANTIES

Do you offer any guarantees or warrantees on any of your products?

All our Lawn and Crown Green Bowls carry a ten year manufacturer’s warranty.

In any retail business selling items that you might expect will eventually wear out or just start to look shabby such as clothing and shoes etc. there would not normally be any guarantee or warranty. Some items might carry a guarantee but that would usually be on specialist and probably very expensive items.

The majority of The Bowls Shop products would fall into the normal "wear and tear" category but if it’s deemed there is a defect with a product then it would not be a guarantee that would prompt recompense but the law relating to defective goods. More details can be found at paragraph 2 here.

DATA PRIVACY

What do you do with the information you collect about me?

We understand that the information you trust us with is important to you, and we are committed to protecting and respecting your privacy.

We are fully compliant withe Data Protection Act and the newer General Data Protection Regulations that came into being in May 2018.

Every month our website is scanned by Trustwave™, a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk.

The scans also determine if we are compliant with the Payment Card Industry Data Security Standard (PCI DSS), a standard mandated by the card schemes to increase controls on cardholder data to reduce the risk of fraud. Even though we do not store Credit/Debit card details on our website, in fact we never see them, we still have this scan every month; we suppose it’s so that PayPal, who process all our customer payments and who are themselves PCI compliant, are happy that we’re not doing something we shouldn’t be doing with our customer’s data.

More details about our Privacy Policy can be found here.

WEBSITE SECURITY

Is your website secure?

The Bowls Shop website is protected by a Sectigo Secure Sockets Layer (SSL). An SSL is a secure protocol developed for sending information securely over the Internet. We use the SSL for secure areas of our website, such as user account pages and online checkout.

An SSL establishes an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and the browser remains private and integral. Our Sectigo SSL carries the strongest 256-bit encryption. You will see an icon for the Sectigo SSL at the bottom of our Home page. Click on it to see more information.

Our web server is a dedicated server. A dedicated server provides more reliability and stability than a server that may be shared with hundreds if not thousands of other businesses. The advantage for our customer is we’re not sharing our space with a potential spammer and we’re not vulnerable to any cross contamination of malicious software from other users of the server.

Our server is also protected by a Dedicated Cisco ASAv5 Firewall and a Web Application Firewall (WAF) which also offers security from threats, malware and other attacks. On top of these we also have protection against Distributed Denial of Service (DDoS) attacks where a Trojan can infect multiple systems causing a Denial of Service (DoS) attack.

We also have monthly scans by Trustwave™. Trustwave™ is a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk. The scans they run determine if we are compliant with the Payment Card Industry Data Security Standard (PCI DSS), a standard mandated by the card schemes to increase controls on cardholder data to reduce the risk of fraud.

Finally all our payments are processed through PayPal who are also PCI DSS compliant and handle payments on our behalf - in effect this is double protection for our customers. PayPal is partnered with Trustwave™ and require the monthly scans in order to continue processing our transactions.

TERMS AND CONDITIONS

What are your Terms and Conditions - where can I find them?

Details about out Terms and Conditions can be found here.

ABOUT US

Who are you?

You can find out more about us here.

FIND US

Where can I find your shops?

You can find out more about our shops and how to get to them here.

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