FAQ's & Help

Any questions you have about Onlinegolf, our products and our services, may have already been answered below. Please click on the relevant questions below to find your answers. However if you still need more information, feel free to get in contact with our customer service team here.

  • How do I track my order?
  • How do I return something?
  • I returned an item - has it arrived yet?
  • When do I need to order to receive my clubs in time for the weekend?
  • Which courier do you use?
  • Can I choose when during the day my parcel will be delivered?
  • What happens if I miss the couriers when they deliver?
  • I live in a VAT exempt area - how do I get the VAT removed from my order?
  • I've made an error on my order - how do I change it?
  • How do I cancel my order?


  • How do I track my order?

    All of our orders are shipped on fully trackable services. When your order is dispatched from our Distribution Centre, you will receive an email with a link to your tracking. Alternatively, please see instructions on how to track your purchase by visiting our Order Tracking page here.


    How do I return something?

    We want to make shopping with us as easy as possible. Should you be dissatisfied with a purchase from the online golf website, you may return unused products in their original packaging and with any labels within 30 days of receipt for a full refund. For full details on how to return your purchase, please visit our Returns and Refunds page here.


    I returned an item - has it arrived yet?

    Our returns are normally processed within a day of receiving them. You will be contacted by email straightaway, either confirming a refund, notifying you that an exchanged item has been despatched or that a faulty item has been returned to the manufacturer.

    If you have not heard from us within 2-3 working days of your expected delivery date of the item back into our warehouse, please contact us or chase the delivery up with your courier (if you have used one).


    When do I need to order to receive my clubs in time for the weekend?

    UK Customers

    You can order up until 5pm on the Friday and still receive an order on Saturday (provided you have selected our Saturday Delivery option). To receive an order on Friday, the order must be placed by 5pm on the Thursday, selecting Next Working Day. Orders placed on our Standard Delivery service must be placed by 5pm on Monday to guarantee delivery by the weekend; that is, by Friday. Please note that orders placed on our Next Working Day Service between 5pm on Friday and 5pm on Monday will be delivered on the Tuesday.

    Please bear in mind that even though our shop is open 24 hours a day and 7 days a week, we only ship orders during office hours.

    For delivery to European countries, please allow 3-7 working days from placing your order


    Which courier do you use?

    For all our deliveries throughout the UK and the rest of Europe we use DPD, who are a member of one of Europe's leading services groups GeoPost, and Hermes.

    By using DPD and Hermes, we can offer a wide range of delivery options to all our Customers, the various services can be viewed by visiting our Shipping and Delivery page, please note that service restrictions apply to certain delivery areas, these restrictions can be viewed on the relevant service on the Shipping and Delivery page.

    We offer full traceability of your orders from point of shipping through to delivery, you will receive an email immediately we ship the orders from our Warehouse, showing you when you can expect delivery of your order and a link through to the tracking system where you will be able to see the progress of your delivery.

    Of course, you can call our Aftersales team on 0151 224 7141 between 8am and 6pm Monday to Friday (excluding Bank Holidays) or 9am till 1pm on Saturday. Alternatively you can email them at aftersales@onlinegolf.co.uk for further assistance.


    Can I choose when during the day my parcel will be delivered?

    Generally deliveries are made on the next working day following despatch from our Warehouse, deliveries will be made between the hours of 8am and 8pm.

    For priority deliveries you may select our Next Working Day service. To utilise this service orders must be received by 5pm. Please note that orders shipped on Friday will be delivered on Monday.

    We offer a Saturday Day Service, to utilise this service orders must be received by 5.00pm Friday.

    We also offer a service where you can choose any future delivery date.

    Please note that service restrictions apply to certain postcodes, these restrictions can be viewed on the relevant service on the Shipping and Delivery section.

    You may also use the special instructions to request the courier to leave with a neighbour or leave in a secure area within your property. Please note that the neither the Courier nor SW Golf can accept responsibility if you choose this option.

    We strongly recommend you use a delivery address where there will be someone to sign for the goods, such as a work address, friend or relative. By doing this you can ensure that you receive your order with minimal fuss and maximum speed.

    Please note that we do not allow collections from our Carriers depots, if for any reason you need to change the delivery address then you need to email Aftersales@onlinegolf.co.uk who will contact you to discuss your changes.

    Alternatively 0151 224 7141 between 8am and 6pm Monday to Friday (excluding Bank Holidays) or 9am till 1pm on Saturday.


    What happens if I miss the couriers when they deliver?

    For the security of your order, all of our deliveries require a signature. If you unfortunately miss the delivery of your order, the courier will attempt to deliver it to a neighbour. If this is not possible, the courier will leave you a card informing you that an attempted delivery has taken place, with information about what will happen next. The courier may try to redeliver or another day, or you may be given options to choose new delivery options.

    If you have any questions about the delivery of your order, our Aftersales team are there to assist you and can be contacted between 8am and 6pm (GMT) on weekdays and 9am till 1pm (GMT) on Saturdays. Alternatively, they can be emailed on aftersales@onlinegolf.co.uk


    I live in a VAT exempt area - how do I get the VAT removed from my order?

    If you live in one of these areas, such as the Channel Islands, the VAT is automatically removed during the checkout process. Unfortunately, we are unable to provide documentation for VAT Refunds on products delivered within the UK, that will subsequently be taken abroad.


    I've made an error on my order - how do I change it?

    If we have not begun processing your order for delivery, we are able to make changes to the products you have selected. Please call our Aftersales team as soon as possible, 0151 224 7141 between 8am and 6pm Monday to Friday (excluding Bank Holidays) or 9am till 1pm on Saturday.

    If we have started processing your order for delivery, unfortunately we are unable to make changes prior to shipping.


    How do I cancel my order?

    If we have not begun processing your order for delivery, we are able to cancel it and you will not be charged. Please contact our Aftersales team as soon as possible, 0151 224 7141 between 8am and 6pm Monday to Friday (excluding Bank Holidays) or 9am till 1pm on Saturday.

    If we have started processing your order for delivery, don’t worry. Our returns policy allows goods to be returned up to 30 days after you receive your order, as long as they are unused and in their original packaging.

    How do I track my order?

    All of our orders are shipped on fully trackable services. When your order is dispatched from our Distribution Centre, you will receive an email with a link to your tracking. Alternatively, please see instructions on how to track your purchase by visiting our Order Tracking page here.

    How do I return something?

    We want to make shopping with us as easy as possible. Should you be dissatisfied with a purchase from the onlinegolf website, you may return unused products in their original packaging and with any labels within 30 days of receipt for a full refund. For full details on how to return your purchase, please visit our Returns and Refunds page here.

    What happens if I miss the couriers when they deliver?

    For the security of your order, all of our deliveries require a signature. If you unfortunately miss the delivery of your order, the courier will attempt to deliver it to a neighbour. If this is not possible, the courier will leave you a card informing you that an attempted delivery has taken place, with information about what will happen next. The courier may try to redeliver or another day, or you may be given options to choose new delivery options.

    If you have any questions about the delivery of your order, our Aftersales team are there to assist you and can be contacted between 8am and 6pm (GMT) on weekdays and 9am till 1pm (GMT) on Saturdays. Alternatively, they can be emailed on aftersales@onlinegolf.co.uk

    I've made an error on my order - how do I change it?

    If we have not begun processing your order for delivery, we are able to make changes to the products you have selected. Please contact our Aftersales team as soon as possible, between 8am and 6pm (GMT) on weekdays and 9am till 1pm (GMT) on Saturdays by calling 0151 224 7141

    If we have started processing your order for delivery, unfortunately we are unable to make changes prior to shipping.

    How do I cancel my order?

    If we have not begun processing your order for delivery, we are able to cancel it and you will not be charged. Please contact our Aftersales team as soon as possible, between 8am and 6pm (GMT) on weekdays and 9am till 1pm (GMT) on Saturdays by calling 0151 224 7141

    If we have started processing your order for delivery, don’t worry. Our returns policy allows goods to be returned up to 30 days after you receive your order, as long as they are unused and in their original packaging.