Frequently Asked Questions


Orders

Is it safe to order online?
 
You can be assured that shopping with We R Sports is safe! We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
The product I want is out of stock on the site. What should I do and when will it be back on stock?
 
Good news! We get new items frequently, especially our most popular items. You can be notified by email by clicking the green “NOTIFY ME WHEN AVAILABLE” button at the top left corner of the page of the item. Once the item is restocked, you’ll be notified right away.

Most of our stock is back in stock in around 4 - 6 weeks time and you can contact our Customer Care for immediate response.
I placed an order, but never received a confirmation email.
 
If you do not receive an email from We R Sports within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email contact@wersports.co.uk or phone 0153 626 8088 for assistance to update your order.
Can I make changes to my order?
 
Unfortunately, once you've placed your order it is not possible to amend any details, as our warehouse team will have already started processing your order.

You can try to contact our Customer Care for immediate changes if it’s not yet shipped.
How do I change or cancel my order?
 
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfil orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case you can however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?
 
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email to make you aware of the items unavailability and if we are receiving the stock soon we will notify you if it may take a few weeks we will issue a refund however you will always have both options available.
I have received my order but not received an invoice?
 
We don’t include invoices with our parcels due to it being gifts most of the time, should you require an invoice please send us an email to contact@wersports.co.uk don’t forget to include your postcode and we will send the invoice to your email.
I got my order, but an item is missing/defective/not what I ordered. What do I do?
 
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, please contact our Customer Care Department contact@wersports.co.uk as soon as possible so we can help you out with your concern.
What payment methods do you accept?
 
We accept Visa, MasterCard, Debit cards and PayPal.

Shipping

Which countries are you able to deliver and how long will it take?
 
We ship to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Ireland, Isle of Man, Italy, Jersey, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Sweden, Switzerland, United Kingdom

Shipping costs and duration may vary depending on your order.

It is advised that you actually try to checkout your order so that the system can calculate the shipping cost.
How long after I place my order will it ship?
 
Orders are shipped Monday through Friday, excluding weekends and holidays. If you are based in UK Mainland your order must be placed before 1pm if you would like the item to leave same day and delivered next day (This rule applies Monday to Thursday only). Kindly note shipping may be delayed by our verifications team if confirmation is needed for the order.
Will I be charged customs and import duties?
 
Depending on the value of your order may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. Unfortunately, these charges are out of our hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
Will a signature be required on delivery?
 
Yes. A signature will be required from the person who will receive the delivery.
What if nobody is home to receive my delivery?
 
If nobody is home to receive the parcel, the delivery company will leave a card saying that they have attempted to deliver the parcel and provide you with details on where the parcel has been delivered to. If there are no safe places or available neighbours, the courier will notify you and attempt re-delivery the next working day. Delivery will be re-attempted 3 times before being returned to the depot and returned back to We R Sports. If you wish to have the parcel redelivered after that, please contact us.
Can you deliver to a different address other than my billing address?
 
Yes, you can have your parcel delivered to an alternative address; however, this needs to be done at the time of purchase. When filling out Billing address simply untick the box that says ‘Deliver to same address’ you will then be given the option to enter a different delivery address. If this is a business address, always make sure you include the name of the company or organisation in the address field as well as the contact name to ensure your parcel is successfully delivered.
Is my postcode eligible for next day delivery service?
 
We are very sorry but we cannot guarantee Next Day delivery to the following UK Postcodes: AB BN BT CA DD DG FK IV KA KW KY M1 PA PH TD GY HS IM JE SW (15-19) TA TD TR(21-25) W1 WC(1-3) ZE(1-3)

Please note of the Next Day delivery service, the following areas may take 3-5 working days: Channel Islands, Highlights & Islands of Scotland, and the Shetland Islands.
Do you provide Timed Delivery?
 
We can provide timed delivery however this will be an extra charge and that will depend on the product interested in. We advise you contact our customer care team contact@wersports.co.uk for further information.
Are you able to ship to internationally (countries outside UK)?
 
To some countries, yes. Please see the answer to the question “Which countries are you able to deliver and how long will it take?“
How long does it take to ship internationally?
 
Most of our foreign shipment takes 7-10 business days to arrive. However, in some instances, delivery may be delayed depending on the country's customs.
What courier company is used to dispatch products?
 
Depending on the product it will vary however we use DPD, UPS, Royal Mail and Pallet Track for large orders.
I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from We R Sports. What's going on?
 
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you a full refund. If you notice a message from We R Sports via phone or email, please call us back as soon as possible to avoid having your purchase cancelled.
My tracking info shows my package was delivered, but I never received it.
 
We provide you the option of tracking your parcel. If the tracking information states that your items have been delivered but you have not received it, please get in touch with us and we will contact the courier company to locate the GPS of where exactly the parcel was delivered. In the meantime, we would advise you check with individuals in your household, neighbours or reception area if one to see if anyone has taken this in on your behalf. If the GPS show it has been delivered to the correct address provided on checkout we unfortunately won’t be able to send you a replacement or refund.
My parcel has not arrived within the expected delivery time. What happened?
 
Delivery to 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 contact@wersports.co.uk 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 the courier 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.

Delivery to Europe or 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.
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.
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 contact@wersports.co.uk 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 us contact@wersports.co.uk 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.

Parts

What if I receive my delivery and it has missing parts?
 
Please contact us contact@wersports.co.uk and specify from the manual which parts you are missing and we can arrange for that to be sent out.
What happens if I need spare parts? Do I have to pay?
 
Please contact us contact@wersports.co.uk to see if these are available, if this is within your one-year warranty we will provide this free of charge if not we will notify you the cost.
I want to buy parts alone, where can I find it and how much does it costs?
 
Most of our parts is not available online, you can contact us contact@wersports.co.uk for pricing and to place your order.

Repairs

How long do repairs take?
 
It will take 7-10 working days for your item to be repaired from the day we receive the item back.
Do I have to pay for repair or returning the item for repair?
 
If your item is still in the one-year warranty, we will cover the repair and return costs and we will arrange collection.

However, it is advised that you contact us first to see if the problem is an issue that we can fix without having to deliver the product to us.
What if I am outside the one-year warranty and it has developed a fault?
 
Please contact us contact@wersports.co.uk first to seek advice if parts may resolve the issue.

If not we can bring it back for repair. However, return and repair cost will have to be covered by yourself.
I have received my order and it is damaged. What should I do?
 
Please email us contact@wersports.co.uk with complete damaged description. If possible, please provide pictures of the damage and attach them on the email.

Returns

I would like to return an item I am not satisfied with.
 
If you are not happy with your purchase, please send it back to us within 30 days of the delivery date with a return slip please note you must provide us with the return tracking number and courier used to return the item. We do also accept return the items in person to our store. Merchandise must be unused, not damaged and still be in original packaging as you received it. You will be responsible for covering shipping costs to return items. We would be happy to issue you a refund once we have received the product back and it has been inspected.

We suggest you deliver the package to us via parcel2go as they seem to be the cheapest.

Before you send your returned item, please contact our customer care team first so we can give you further instruction to ensure your item returns to right department.
Who is responsible for the return costs?
 
If you have purchased the incorrect item, wrong size, wrong weight, wrong colour or changed your mind, then you will be responsible for the return costs.

If we delivered the wrong item, then we will cover the delivery costs.
What happens if I have thrown the box away and I want a refund?
 
We advise the box is kept until you have made a decision, we cannot accept return without the original box.
I am an international customer and I want to return an item due to changing my mind.
 
Please contact us contact@wersports.co.uk to let us know of the return tracking number and courier company used to return the item back to us. We are not responsible for returns until they reach our warehouse.
I am an international customer who has received a faulty/damaged/ wrong item?
 
Please contact our customer service team contact@wersports.co.uk and they will do their best to resolve this for you. We do advise you do not return the item back to us before speaking to our customer care.
My package is being returned to you, what do I do now?
 
All packages returned to back to us due to an invalid address or delivery being attempted the maximum amount of times will be charged for resending the order or if you decide you would like a refund the return costs will be deducted from your refund price.

Refunds

I would like to refund my order. Is that possible?
 
Yes. Our 30-days return policy allows you to refund your order within 30 days from delivery date as long as the product is unused, undamaged, is still in the original packaging as you received it. Please the product back to us with the return slip and email us contact@wersports.co.uk the return tracking number and the courier used to return the item.
What if I refuse the delivery because I changed my mind while the order is processing?
 
We understand that there are circumstances where you might not want to continue with your order. We will happily refund your order. However, you will be charged for the return cost of the order. Once we receive the item back to us, we will issue you a refund minus the return costs.
How long does the inspection process take before I receive a refund?
 
Please allow 3-5 working days for your item to be inspected and a refund to be issued.
When will I receive my refund when I have returned my item?
 
Please note you must contact us to let us know the reason for return and to provide us with the tracking number and courier company used to return the item back to us so we can keep an eye on this, once received back we will inspect the item and issue a refund immediately once everything is clear. Please note if the item is lost before reaching us we will not be able to issue a refund.

Don't see your question answered?
Shoot us an email at contact@wersports.co.uk or you can call our office on +(44) 153 626 8088 during Mondays-Fridays between 9:00 AM to 5:00 PM (UK Time).