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FAQ’s

 

Our website is designed to be intuitive and easy to use. However, if you need help, have a look at these frequently asked questions (FAQs).

How do I place orders?

3 steps to your perfect kit

So you need home and away strips for your team or squad and you want them to look top notch. But you’re heading towards the final whistle. Relax. Our new Kit Manager takes you through each step and makes the whole process hassle-free.

You don’t need to tackle your order all at once so you can complete it in when you can. And if you’ve got any questions we’re here to help.

1 Set up your team(s)

Kick off by starting a team profile for each squad you’re ordering for. Just select add a team and enter the squad name.

2 Design your kit

Creating professional-looking strips is a doddle with our new Kit Manager, whether you’ve got something in mind or need a bit of inspiration. Pick from a wide range of colours and styles and add your customisation and personalisation.

You can preview your designs and make as many changes as you like until you’re happy. If you want finish them later, just save them and they’ll be there when you come back.

3 Add player details

Our simple dashboard means it’s easy to enter the order details for each item and player, from name and numbers to size and quantity. Once you get your order to us we can get started, but if you need extra time you can save your details and come back and complete your order at any point.

When you’ve finished your order just go to the checkout to complete your purchase and leave the rest to us. We’ll keep you posted and let you know when your kit’s on its way.

Stock Availability?

Stock availability details are linked to our stock management system, so you get an accurate and up to date picture of what’s available and when. All out of stock products are automatically removed from our site.

If you have a query about any stock, or want to order in large quantities, please email us at customerservices@genesissports.co.uk or call us on +44(0)845 680 1204 and we’ll be happy to help.

Are the product images shown an accurate representation of the actual item?

We’ve invested a lot of time and effort in providing high quality, high resolution photography images to give you as accurate representation of what the product will look like, however please note that all screens, monitors, PC’s, laptops and mobile devices do display colours differently, so be sure to read the information about the colours carefully.

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?

If it’s a product we have in stock and doesn’t require customisation or personalisation, we aim to despatch the next working day after the order was received, if the order is received before 1pm.

For customised/personalised items our lead time is three weeks plus delivery thereafter. So, as long as you approve your designs within the timeframe we give you, your order should be with you no later than 15 – 18 working days after you order it.

Standard delivery costs are:

  • UK mainland – £4.95
  • Europe – £14.00
  • Rest of the world – £20.00

We’ll let you know when we’ve sent your kit to you and give you the tracking details.

Can I request delivery to a different address?

Yes. When you place your order, simply fill in the ‘Delivery Address’ fields and your order will be quickly and securely dispatched to the address you specify.

HOW DO I PAY FOR MY ITEMS?

We accept the following credit cards at the checkout, Mastercard, Visa, Maestro and Visa Debit.

If you have a credit account with us, you will be able to place orders against your account, subject to your credit limit and payments being up to date.

How do I track my order?

Once you have an account set up you can check the status of your order in your account dashboard. Be sure to keep your log in details in a safe place. We’ll also email you during the different stages of preparing and completing your order. And if you’re still not sure, or have not received your order by the date you were given at the point of purchase, then you can email us at customerservices@genesissports.co.uk or call us on +44(0)845 680 1204. Please ensure you have your Order Reference Number to hand if you can – this will be shown on the email we sent you confirming your order and can also be found in the My Account section of the website.

I’ve received my delivery, but it isn’t what I ordered.

Very occasionally we make mistakes. If you haven’t got what you ordered, then please contact us at customerservices@genesissports.co.uk or call us on +44(0)845 680 1204 and we’ll look into it straight away and help resolve the problem.

Can I Order Samples?

We are more than happy to offer sizing samples for Clubs as we know how important it is to have your team feeling comfortable and smart when on the pitch!

For this reason, we offer the option of purchasing samples through our website: www.genesissports.co.uk . Here you are able to check out all of our kit and training wear ranges, check sizes/stock available and order as normal for a size sample. Providing samples are returned in new condition with all labels still attached and are un-branded (no customisation), we are more than happy to refund for the garments (excluding delivery costs).

How do I return goods?

Due to the nature of our products, we cannot accept the return of goods that have been worn or used. The same applies for customised and/or personalised items, if it’s got your Club logo or name on it, we can’t take it back. However, if you find that your purchase is faulty, we are happy to accept returns. Simply follow the process described in our Delivery & Returns section and we will process your return as quickly as possible.

How secure is your site?

We place huge importance on the security of our site. All transactions, from signing up to your account, to actually making a payment are encrypted using an SSL Certificate to secure all your important details. For added security, we pass the payment handling onto SagePay one of the leading payment service providers, to give you peace of mind that your transaction is being handled securely. Your credit card information is not stored on our servers.

I can’t remember my password or account login details

We can help there too. If you have forgotten your password, simply go to your account dashboard you set up and enter your email address under the ‘forgotten password’ link. We’ll send you a new password directly to your inbox.

How do I get to hear about your offers?

Our latest offers and promotions are updated regularly on our website and our facebook / twitter pages. We’ll also let you know by email if you have subscribed and given us your email details. From time to time, we may call you regarding our latest offers or promotion too.

How do I use my discount/promotional/voucher code?

From time to time we may have some promotional offers or discount codes. If you’ve got a promo code, simply enter the code in the “Voucher Code” box at checkout and if valid, the discount/promotional entitlement will automatically be calculated. Some of our voucher codes / offers are subject to certain conditions, such as expiry dates, or can only be used once, so please check and read the terms of the promotion or offer carefully.

How Do I Use A Discount Or Offer Coupon?

Coupon codes are to be added at the ‘CART’ stage of your order. You can find the area to input your code at the bottom of the Cart page in the center.

Unfortunately, we cannot edit any orders once they have been placed and therefore cannot assign a discount or promotion retrospectively.

Why Am I Being Charged VAT?

Here at Genesis Sports we charge VAT on all orders placed and delivered within the EU. Those outside of the EU will be exempt of VAT. You can read more about this at www.gov.co.uk

Donations & Sponsorship Policy

Throughout the year we receive numerous requests for donations and sponsorship opportunities. The cost of honouring all such requests would be prohibitive, and, because we do not want to discriminate by honouring some and not others, it is company policy to refrain from supporting such requests.

If you have submitted a written request for donations or sponsorship then please note that, again due to the number of requests that we receive, we are unable to reply to these requests.