SHIPPING AND RETURNS

 

Our store is designed to connect you to the best brands in golf.


We work a little differently to other retailers, in that rather than managing products through our own inventory, the brands we partner with ship directly to you. This efficient process allows us to offer an extensive selection of products from multiple brands, providing you with a wider range to choose from, while our primary focus remains on delivering the best possible shopping experience.


Our standard delivery fee is £2.99. Delivery is free of charge for orders over £50.


Returns for non-faulty items are made through our Returns Portal. If you have a faulty item, please contact our Customer Service team: shop@hole19golf.com


Below are some commonly asked questions, that may be useful for you:


How can I contact you?

Our Customer Service team are on hand to support you, before and after your purchase. Please contact them at: shop@hole19golf.com


Which countries does Hole19 ship to?

We currently ship to the United Kingdom only. Please do not attempt to order if you are located outside of the UK. We will be expanding into new markets shortly, we’ll post updates here and on our social channels.


I’ve placed an order that contains items from multiple brands, will I receive more than one shipment?

Yes, each brand will send their items included in your order, directly to you. If you have ordered items from more than one brand, then you will receive a shipment from each brand.


How can I track my order?

When each brand ships an item included in your order, an email will be sent to the address you provided at the point of order, containing all relevant tracking information for you to monitor the progress of your parcel(s). You will receive an update each time an item shops. If you do not receive these emails, please contact our Customer Service team (shop@hole19golf.com), who will assist.


My parcel says it has been delivered but I haven’t received it, what should I do?

Please firstly check that another member of your household or a neighbour has not taken delivery of the parcel for you. If you are still unable to locate your parcel, please email our Customer Service team who will be happy to assist you.


My order is late, what can I do?

In the unlikely event of your order being late, please contact our Customer Services team (shop@hole19golf.com). Please include your order number in your email so they can assist you most efficiently.


Please note that if you have not received your parcel in a reasonable time after you have had confirmation it has shipped from the relevant brand, please let us know directly. We will not be able to arrange replacement orders for items not delivered if they are not reported to us in a timely manner.


How do I return an item?

To return an item, please use our Returns Portal. Through the portal, you will be able to create shipping labels to send your unwanted items back.


Please note, if you are sending back items from multiple brands, you will need to separate and package the items by brand. The returns portal will create you a separate label for each brand. Please ensure that the right label is used on each package, failure to do so may lead to delays in processing your return.


Please ensure that all returned items have their tags attached and are in their original condition. Items not returned tagged and in original condition may not be eligible for return.


When you have your parcel(s) ready to go, simply drop them off at your nearest DPD Drop Off point, you can find that here.


Do I have to pay to return an item?

Our returns processing fee is £2.99. This is taken from your refund amount, rather than as an additional payment.


This fee is waived if items are faulty. To return faulty items, please contact our Customer Service team directly (shop@hole19golf.com), please do not use the Returns Portal.


I have a faulty item, what should I do?

Please email our Customer Service team with your order number, a description of the faulty item and clear photographs of the fault. We deal with faulty items on a case-by-case basis, and work directly with the brand(s) involved to make it right.


Please do not attempt to use the Returns Portal for faulty items.


I sent my return back but I have not had confirmation of it being received, what should I do?

Please allow ten working days from the date of which you dropped off your return to receive confirmation. If you have not received confirmation after this time, please email a copy of your proof of postage and your order number to our Customer Service team, who will investigate further for you.


Any applicable refund will be processed with 10 days of confirmed receipt of returned items.


Can I exchange an item?

We do not currently offer exchanges.


Will I be refunded for the full value of the item returned?

Provided items are returned in their original condition and packaging, with all tags and labelling applied, then a full refund will be credited to the account used for purchase, minus the returns processing fee if applicable.


How long do I have to return an unwanted or faulty item?

You have 30 days from receiving your item(s) to return them, in their original packaging and condition, with all tags and labelling attached.


For any faulty item that you receive, you have up to 180 days from the date of purchase to notify us of such fault.

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