FAQs

When your order is dispatched we will send you a dispatch email to confirm that it’s on its way to you. This email will include a link for you to track your parcel – click the link to be directed to the courier’s website. If your order has been sent to you using a trackable service, you can follow its journey to you. For any Standard delivery parcels dispatched by Royal Mail it may take 24 hours before the first scan/tracking detail is available.

We send orders to the warehouse as soon as they have been submitted to ensure that our fulfilment times are as fast as possible, which means that we cannot make any changes to your order once its been placed – this includes changing the product, delivery or payment details.

Your order will be dispatched and delivered as per the original order, you will then be able to either REFUSE THE DELIVERY (request that the carrier return to sender) or you can arrange for it to be returned to us. Upon receipt of the return we will issue you with a refund (providing the returned item and packaging is received in ‘as new’ condition). The refund will be made through the same method that was used for the original payment.

We appreciate that this is not a perfect solution but this is the best that we can do when an order has already been submitted.

Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

Please visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label. Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. We cannot be held responsible for items lost or delayed on transit on the way back to us. Personalised items – we will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Anzen Sports reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

If you wish to return orders from outside of the UK you should contact our customer service team before making a return. Our team will advise you on the best way to resolve the return query, please contact our Customer Service team at customerservices@anzensports.com

You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

Contact us first for an address to send your returns.

Please ensure that before passing your parcel to the carrier, it is clearly marked as ‘Returned British Goods – No Duties Due’. Failure to do so may prevent us from being able to accept your return.

Anzen Sports shall only reimburse your returns costs for a product if it is declared faulty by the Returns department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:

– Returns being made from the EU – a maximum of £20 / €23

– Returns being made from outside the EU – a maximum of £40 / €45 / US$65 / AU$65

You should be able to find a carrier within your region offering a parcel service below these costs. 

Faulty Items – – if you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.

Personalised Items – – we will only accept personalised items for return of the personalisation is incorrect from the receipt of order or if the item is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Anzen Sport reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

The Pre-Order date provided when you placed your order is the anticipated dispatch date from our warehouse and is based on the delivery schedule advised by the manufacturer. 

We’ll inform you of any delay as soon as possible by email and let you know the new expected dispatch date.

If you’ve chosen to personalise your Pre-order item, please also allow an additional 4-6 days for dispatch.

We are currently only able to offer exchanges for the same item in an alternative size, which we will dispatch to you upon receipt of the returned item. Please complete the paperwork, indicating which size you would like to receive.

We are not currently able to offer an exchange service for alternative items. There is however a way that you can still get the item that you would like and return the item that is no longer required. If you would like to return the item to us, providing it is in ‘as new’ condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department:

UK Customers – please visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label.

Please ensure that before passing your parcel to the carrier it is clearly marked as ‘Returned British Goods – No Duties Due’. Failure to do so may prevent us from being able to accept your return.

As  long as the Returns Department are happy with the condition of the item, they will provide you with a full refund and e-mail you to let you know that this has taken place. 

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