Shipping policy

SHIPPING AND DELIVERY

1) What is pre-order? 

A pre-order allows you to secure your GG DIVOT MAT PRO™ before it officially arrives in our fulfillment center. By pre-ordering, you reserve your product, and we’ll ship it as soon as stock becomes available. 

*Pre-ordering ensures you won’t miss out, especially during high-demand periods. The dispatch date is usually on or shortly after the specified date listed on the product page/name.

2) How does Shipping and Delivery work?

  • After ordering, our team will carefully prepare your items, which usually will be dispatched on the same day when the order is completed before 14:00 (UTC+00:00) though allow up to 72 hours for us to carefully process your order. We only ship complete orders, meaning if your order contains a pre-order item, we'll only dispatch it once all stocks are completely received at our fulfilment centre and available for sale.
  • When stock is available, our delivery time ranges from 1 - 9 business days, depending on your delivery location and region. Once we ship your order, you'll get a confirmation email with a tracking number to follow the journey every step of the way!
  • The delivery time is subject to stock availability. For pre-order items, they'll be dispatched within 2 to 8 business days from the indicated "sent" date on the product page, provided that the stock arrives at our warehouse as expected. 
  • If your order hasn't arrived within 8 business days, reach out to us at help@golfgaffer.co.uk. We require a signature upon delivery for security. If you opt for the parcel to be 'left in a safe place', Our responsibility ends once the courier takes charge following your instructions. If you are not available to sign for the parcel, the parcel will be redirected to the nearest courier depot. You are then responsible for collection of the parcel from that depot or paying an additional charge for re-delivery.

3) Are product descriptions and images accurate on the website?

  • We take pride in crafting high-quality products. For specific details, check out the product descriptions alongside each listing. While we strive for accuracy in all details, product descriptions, and prices, please understand that the information on the Site may not always reflect real-time availability. Also, product images are for illustration; actual products and packaging may vary slightly, and display accuracy can differ based on your device.

4) What about Custom Duties and Taxes?

  • Your order total reflects the price we charge, but be aware, depending on where you live in the EU, your parcel might attract custom duties. These additional fees & customs taxes are beyond our control, and we cannot accept responsibility for them. 
  • For international shipping outside of the UK & EU, the shipping rates are inclusive of all customs clearance fees.

*In the event if you refuse to pay the customs duties and the parcel is returned to us, we reserve the right to deduct a return shipping fee of €15.95 and a processing & restocking fee of €23.30 (which includes original outbound shipping and handling) from the refund amount.

5) Which shipping providers do you use?

  • We ship globally via top couriers like DPD in the UK, and FedEx and DPD couriers in the EU and the Rest of the World. Remember, any customs fees are your responsibility.

6) How do I track my order? 

  • It's almost tee time! Once your order is handed over to our courier (Up to 72 hours), we'll email you a shipping confirmation email once your order is out for delivery. This email includes your shipment tracking number and a handy 'Track Order' button, leading you straight to the courier's site for real-time tracking updates.
  • Still waiting for your shipping confirmation? No worries! If you haven't received your shipping confirmation yet, it might be because your order includes a pre-order item. As mentioned on our site at the time of purchase, pre-order items are shipped based on their scheduled arrival at our warehouse. Don't forget to check your original order confirmation for details – we'll send out your shipping confirmation as soon as your pre-order is dispatched to you from our warehouse!

7) What should I know about your General Purchase Terms and Jurisdiction?

  • These Terms clarify how you can make purchases from our Site. We're committed to providing top-notch customer service and ensuring clarity regarding your purchase rights. Any purchase-related claims or disputes will be governed by the laws of England and Wales, with the courts of England and Wales having non-exclusive jurisdiction.

8) Will pricing changes affect my order?

  • Prices may change, but don't worry - any changes won't affect your order once we've sent you an order confirmation.

9) What is insured shipping? 

  • We pride ourselves on precision and care, but occasionally, unforeseen issues may arise. Insured shipping offers an extra layer of protection for your peace of mind. In the rare event that your package encounters issues – like getting lost or not being delivered – we're here to support you!
  • When shopping with GOLF GAFFER, rest assured that all your UK or Europe shipping will be insured. This will enable us to thoroughly investigate any such issues with your order. And if it turns out that your package has indeed been lost or stolen, we'll promptly dispatch a replacement to you.

10) Help, my order is lost/hasn't been delivered?

  • Wondering what happened to your order? We aim for a swift delivery within 1 - 10 business days, but occasionally, unexpected delays can occur. If your tracking shows a 'delayed' delivery date, it's likely due to a hiccup in the courier's process.
  • Haven't seen your order after 10 business days? Don't worry, we've got your back! Just drop us a line at help@golfgaffer.co.uk, and we'll dive into the matter. Remember, once we hand over your package to our courier, your package is with a different provider. Delays can be annoying and frustrating, but fret not, we're here to chase them up and ensure your golfing essentials reach you as soon as possible.
  • *Please note: Our couriers are independent entities, so while we can't control every aspect of delivery, we are committed to resolving any issues on your behalf. Your golf game matters to us, and we're dedicated to smoothing out any bumps along the way.

11) How do I change my shipping address?

  • Need to change the destination for your order? Providing that your order has not shipped, we can definitely help you to change it! Just drop us a line with your new address and order number at help@golfgaffer.co.uk and we'll make the change for you. 
  • *Please note: Remember, accuracy is key – if your parcel heads to the wrong address because of a typo, we're unable to retrieve it for you and do not take responsibility for it. So please carefully check those details for a smooth delivery!

12) Do You Ship Internationally? 

  • Certainly! Our commitment is to serve golfers globally. As of now, we ship orders internationally to 37 countries in Europe, including the UK. Stay tuned as we are working to serve the USA market soon!

13) HELP! My goods are faulty?

  • In the rare chance you find a product defective or not as described, please read our Return Policy and drop us an email at help@golfgaffer.co.uk. Please include a detailed description of the issue and, if you can, some photos showing the wear or damage. We’ll take a close look at your returned item once it's back with us. If it's indeed faulty, we’ll sort out a like-for-like exchange, or if that's not possible, you'll get a full refund – covering the product’s price, the delivery charges, and the return cost.
  • *Please note: Until we have the item in our hands, it's under your care. For a smooth return process, we advise sending it via courier or certified mail and keeping a record of the shipment.


ADDITIONAL SHIPPING INFORMATION

UK Orders:

  • FREE 1-Business Day Express Insured Shipping (lost / stolen / damaged) via DPD
  • Please kindly note that all orders that arrive in our system by 14:00 (GMT+0) may be processed the same day and shipped with a 1 - Business Day service. All the orders that arrive in our system after 14:00 will be processed the next business day and up to 72 hours.

EU Orders:

  • FREE 2 - 5 Business Days Express Insured Shipping (lost / stolen / damaged) via FedEx or DPD
  • Please kindly note that all orders that arrive in our system by 14:00 (GMT+0) may be processed the same day and shipped with a 2–5 Business Days service (depending on the destination and how long the customs will take). All the orders that arrive in our system after 14:00 will be processed the next business day and up to 72 hours.

Rest of Europe Orders:

  • 3 - 9 Business Days Standard Insured Shipping (lost / stolen / damaged) via FedEx or DPD
  • Please kindly note that all orders that arrive in our system by 14:00 (GMT+0) may be processed the same day and shipped with a 3-9 Business Days service (depending on the destination and how long the customs will take). All the orders that arrive in our system after 14:00 will be processed the next business day and up to 72 hours.

*Please note: Most of our carriers have an OTD of 98% though we can not commit to the delivery times because the carriers are a separate entity. Based on the terms and conditions with our carriers, they will surely aim to deliver within the above-stated timeframe, however, they do not provide a guarantee for it. In case the delivery times are exceeded due to reasons attributable to the courier, we shall hold the courier responsible and provide you with a timely resolution.