Help Desk & FAQs
This page will help you find the answer to your question. The most common questions are highlighted immediately below this message. All other information about Godfrey, the website, the products and your order can be found below.
1.The item I wanted has sold out. Are you getting any more in?
2.Can I change my order? Can I cancel my order?
3.Where is my order? How long will my order take to arrive?
4.I received the wrong item, what do I do?
5.Part of my order is missing.
6.The item I received is faulty.
7.I need to return an item.
8.I’m new, how do I order?
9.I’m having technical difficulties using the site, what do I do?
10.Do you have a catalogue?
11.Can I contact you by phone?
12.What cards do you accept?
13.Can I pay by any other method?
14.Is ordering on-line safe?
15.When will I be charged?
16.How is Post and Packaging (P&P) calculated?
17.Do you deliver to my country?
18.Do I have to sign for the delivery?
19.What happens if I’m not in to sign for my parcel?
20.Do I have to pay for return postage?
21.Why haven’t you refunded my delivery charge?
22.How can I request a club kit page for my club?
23.How can I set up a collation date for my club’s kit page?
The item I wanted has sold out. Are you getting any more in?
Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. We would advise you to keep checking the site to see if your desired item becomes available again.
Can I change my order? Can I cancel my order?
After placing your order, we will try to deal with it as quickly as possible, so please inform us of any changes or cancellations to your order by 3pm on the next working day. Otherwise, we cannot guarantee that we can carry out your request.
Where is my order? How long will my order take to arrive?
At busier times of the year, such as Christmas, postal services can slow down and it may also take us longer to prepare your kit orders, so please be patient with us. For the rest of the year, a guideline for delivery times is the following:
• Club Kit Orders
Items of club kit may have to be made from scratch, then embroidered and/or printed, before they can be posted out to you. So please allow 4-7 weeks for delivery (4 weeks in the summer, 7 weeks in the winter). However, if you have ordered as part of a club kit order (on an agreed collation date), then please be aware that your kit will arrive on a date pre-arranged with the club. This date may be longer than 4-7 weeks from when you originally ordered.
• Mail Order Stock Items
We do try to deliver items of mail order stock within 5 working days to addresses in the UK, however it is not always possible to get your parcel to you within that timescale. If your delivery address is outside of the UK, then please allow an extra 2 – 5 days for delivery. If you have requested embroidery and/or print on your mail order stock item, then please allow an extra 3-5 working days for it’s delivery.
I received the wrong item, what do I do?
If you have received the wrong item, we are sorry for the mistake. Please return it to us, along witha completed Returns Form (please download a Returns Form here) and we'll get the right item out to you.
Part of my order is missing.
Regrettably mistakes can happen. If part of your order appears to be missing, then please let us know by e-mailing us at firstname.lastname@example.org and we’ll get the missing item straight out to you.
The item I received is faulty.
If you have a query regarding a fault with any item purchased, in the first instance please contact us to discuss the matter. We will usually accept return of items for free repair. The cost of shipping will be refunded to the customer upon resolution of the issue. Please return it to us, along witha completed Returns Form (please download a Returns Form here). We advise customers to obtain a Certificate of Posting. Please see our Returns Policy.
I need to return an item.
Please see our Returns Policy for full details.
I’m new, how do I order?
Welcome to Godfrey! All the items you see are available to buy online. Simply click on the item you wish to purchase, select the quantity and size required, and then click 'Add To Cart’. This takes you to a page where you can then select the print/embroidery (if applicable). Once you have finished customising your garment select ‘Save Customisation’ to begin customising the next item or to move onto the next section. You will then be taken to our shopping cart page where you can review the number of items, edit/remove them or even go back and add additional items to the cart. Once you are happy with your order please proceed to enter your delivery and invoice address. Following this you will be taken to our order summary page. We will now have calculated your deliver cost and produced a final total for your order. Please review all the details of the order before clicking to continue to our payment page, to ensure you get the correct kit delivered to the correct address! Our payment page is run by Sage Pay and therefore is safe and secure.
If you have experienced a problem while using our site please let us know (email@example.com), so we can look into fixing it! The more information you can provide the better, so details about your browser and operating system will help us. For example:
• What browser do you use? (Internet Explorer 6, Firefox, Netscape, etc…)
• What operating system does your computer run? (Windows XP, Windows 2000, Mac OS X, etc…)
• Please describe the problem.
Do you have a catalogue?
No, Godfrey does not print a catalogue. New products are added to the site weekly, so you need to visit the Godfrey.co.uk site regularly to keep up-dated with all the latest products.
Can I pay by any other method?
We only accept payment by Credit Card, Charge Card or Debit card on the Internet. Please note we DO NOT accept the following payment methods for mail order stock:
• Payment on Delivery
• Bank Transfer
• Postal Order
Is ordering on-line safe?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:
• Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
• Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server.
• Data Integrity – this checks the data being transferred to ensure it has not been altered.
When will I be charged?
An automatic response e-mail is sent out to you when you order from us. This e-mail is for you to check the details of what you have just ordered. It does not mean that we have just taken payment from your card details. The goods will be charged to your card details when we have checked that we can fulfil your order. This will usually be done on the next working day after you have placed your order. If there are any problems, then we will be in touch, to let you know the options available.
For custom items like club kit, we take payment before we start to custom make your goods. Once payment is successful we will start your order and your goods are ready approximately 2-3 weeks after depending on how busy we currently are and how complex your order is.
How is Post and Packaging (P&P) calculated?
Charges for P&P are based on the weight of the parcel being sent. For parcels under the weight of 2kg we use the Royal Mail. For larger parcels or boxes of kit, we use a courier company.
For more information, see the ‘Postage’ page .
Do I have to sign for the delivery?
For deliveries within the UK, you will have to sign for the parcel. It is, therefore, advisable to have the parcel delivered to an address where you will be during the day (e.g. work address). For deliveries outside of the UK, it depends on your local postal service as to whether you have to sign for the parcel.
Do I have to pay for return postage?
If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note that the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
How can I request a club kit page for my club?
To request a club kit page for your club, please send us an e-mail informing us of your name, your club name and your position within the club to: firstname.lastname@example.org. Please note that we will need permission from either the captain, the kit secretary or the president of your club, in order to set up a club kit page.
How can I set up a collation date for my club’s kit page?
To set up a cut-off date for buying kit from a specific club kit page, please contact us via e-mail to organise a collation date and a delivery date with us, before informing your club members.
Our contact details:
Godfrey Sports Ltd.
Lenton Industrial Estate
tel: +44 (0)115 986 4600