FRAMEWORK & COVID UPDATE: Framework remains open for business and we continue to offer same-day despatch as previously. Please stay safe and well. Read more

 
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frequently asked
questions

 

SHIPPING & DELIVERY

All orders are shipped from our warehouse in Hampshire, United Kingdom.

 
q: Do you ship orders the same day?

Yes! if you orderis received before 1600 hrs then your order will ship the same day with either DPD or Royal Mail depending on the size of the parcel.

Please note that the 'cut off' for same day despatch for the Slinger ball launcher is 1300 hrs. This is due to the extra time our team require to check every bag thoroughly before despatch.

 
q: Do you offer time slots for delivery?

Yes! Should your select any DPD shipping option you will receive a text and/or an email on the morning of your delivery with a 1 hour time slot for delivery.

You may also choose specific timed delivery options in the checkout but please note additional charges will be applied.

 
q: How much does delivery cost?

Delivery is FREE within mainland UK if you spend a minimum £50. Free delivery is not included for orders shipping to Isle of Wight, Isle of Man, Channel Islands, Northern Ireland & Scottish Highlands.

All shipping charges that are applied are calculated by the weight of the order. Our smart shipping functionality will give you different delivery options based on your specific order and intended destination.

 
q: What company do you use for shipments?

UK, Channel Islands & Northern Ireland deliveries under 2kg - Royal Mail
UK, Channel Islands & Northern Ireland deliveries over 2kg - DPD

Deliveries to the following European countries are all shipped using DPD parcel service.
Austria, Belgium, Bosnia, Bulgaria, Croatia, Czech, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Spain, Sweden, Switzerland & Ukraine.

 
q: Do you ship outside the UK?

Yes, we ship orders to the following European countries:
Austria, Belgium, Bosnia, Bulgaria, Croatia, Czech, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Spain, Sweden, Switzerland & Ukraine.

Due to contractual reasons with our loyal suppliers, we cannot ship products outside the European Economic Area (EEA).

 
q: How does Brexit affect shipments to Northern Ireland?

Like the rest of the UK, Northern Ireland has now left the European Union but from 1st January 2021 maintains alignment with the EU’s rules for VAT and Customs in respect of goods. For shipments to Northern Ireland, Framework will continue to charge outbound VAT on the invoice but at the same time we must accompany all shipments with a customs declaration due to the fact NI remains part of the EU customs union despite it being part of the UK. Northern Ireland has a land border with the EU so shipments have to be treated differently to the rest of the UK.

 
q: How does Brexit affect shipments to Republic of Ireland?

The Republic of Ireland is an EU country and as such any orders shipped by Framework to ROI are treated as ‘EXPORTS’. Framework will not charge Vat on the outbound invoice and it will be the responsibility of the recipient of the order to pay all customs charges, Vat and duties that arise. These payments will have to be made to the local authorities before the recipient can take ownership of the order.

 
q: What is included in a Customs Declaration for overseas shipments?

Customs declarations include a description of the goods, their unit weight and value. It will also detail the HS commodity code for each product which will define amount of duty payable by the recipient. A total value of the order including any shipping costs will be declared and it is on this value that local taxes will be levied. The recipients contact details have to be included so that they can be contacted by local authorities to be informed of all charges that are payable on the order.

 
q: How much should I expect to pay in customs fees, VAT and any additional charges?

Each European country have their own customs rules and VAT rates. As a guide, you should expect to pay a minimum additional amount of 20% of the value of the order but please be aware it could be higher than this. It is important to note that these charges are not included in our price to you and are your responsibility to pay locally before you receive the goods. You may wish to check with your country’s customs office to determine what these additional costs will be.

 

CHECKOUT & PAYMENTS

All customer details and payment information on our site is 100% safe & secure.

 
q: What payment methods do you accept?

We accept card payments through the secure Sagepay payment gateway.

Accepted card types: Visa Debit, Visa Credit, Maestro & Mastercard

If preferred, customers can also pay by BACS transfer.

 
q: Can you ship orders out on account?

Framework is able to offer 30 day credit terms to selected trade-only customers who pass our stringent credit checks

 
q: Can I use a discount code?

Yes! Valid discount codes can be used and applied in the shopping cart.

To receive our regular special offers on strings, grips andour wide portfolio of other racquet sports accessory items, please ensure you sign up to our newsletter. Scrolling down to the bottom of our website and input your email address in the newsletter 'sign up' section.

 
q: Billing And Payment Options

Once you have placed an order with frameworksports.com you will be emailed an order confirmation detailing the product ordered and associated pricing. You will also receive a payment confirmation by email which will detail your chosen method of payment. Once the order is despatched from our warehouse, a final invoice will be emailed which should be retained by the purchaser.

 

RETURNS

 
q: How Can I Change Or Cancel My Order?

If your order has been submitted but not despatched it is possible to amend or cancel it. To do this, you must either contact us by phone immediately on +44(0)1730 893 018 or email our team sales@frameworksports.com with clear instructions how to proceed. If we hear from you before the order is despatched then we should be able to effect any changes you require before despatch is made.

If the order has left our warehouse you remain entitled to return all or part of the order within 28 days and receive the appropriate refund.

 
q: Can I return any order for a full refund?

Yes! You can return any item within 28 days of receipt. You are entitled to a full refund or to exchange the goods (if preferred). If you wish to return goods, please ensure that the item is adequately packaged and include a brief note inside the parcel explaining the reason for the return. We cannot be held responsible for items being returned to Framework that lost or delayed in transit. Please ensure all returns are sent to the following address:

Framework Sports & Marketing Ltd
Unit 18A Buriton Business Park
Mapledurham Lane
Weston
Petersfield
Hampshire
GU32 3NJ
United Kingdom

 
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