Mail Order FAQ
What courier service do you use...?
We use 'Parcelforce' UK & Worldwide courier service to provide a no-nonsense secure way of sending your racket to us with collection from your home/office for total convenience. Parcelforce provide varying tracked shipping speeds inclusive of compensation cover for loss or damage. You can track your racket to us and then on it's return journey via the parcelforce website.
Where is my nearest parcelforce drop off point for the 'All Inclusive' delivery option...?
There are over 11,000 Parcelforce drop off locations across the UK with 92.9% of the population living within a mile of one. That said, Parcelforce now offer collection from your home/office for total convenience to avoid queuing at the post office. Find your nearest parcel shop here.
What costs are involved getting my racket to one of your labs...
For our 'All Inclusive' option, all delivery costs, including packaging are included free of charge with your first order. Therafter, you are responsible for delivery costs, however, the mail bag from your first order is yours to reuse. We send you the mail bag for your racket by first class post on the day of your order if ordered by 3pm or the following day if ordered after 3 pm - it's that easy...
For our 'return only' option you are required to send us your racket using your own shipping method. We then take care of restringing and return delivery. See below - 'Where do I send my racket...?'
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For our 'Local' option you are required to drop off and collect your racket yourself at either of our workshops in London or The Cotswolds - see below - 'Where do I drop off my racket...?'
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Where do I send my racket to for the 'Return Only' restring option...?
LONDON
Zx Racquet Lab
Rainville Road
London
W6 9UF
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THE COTSWOLDS
Zx Racquet Lab
23b West Street
Chipping Norton
Oxfordshire
OX7 5EU
Where do I drop off my racket to for the 'Local' restring option...?
Rackets can be dropped off at either of our workshops anytime between the following hours, however, please call/email in the first instance to ensure that someone is definitely available so that you don't have a wasted journey...!
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Monday - Friday : 8am - 8pm
Saturday : 9am - 7pm
Sunday ; 10am - 6pm
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LONDON
Zx Racquet Lab
Rainville Road
London
W6 9UF
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THE COTSWOLDS
Zx Racquet Lab
23b West Street
Chipping Norton
Oxfordshire
OX7 5EU
What happens if my mail bag does not turn up...?
We aim to send out mail bags for our (All inclusive) orders via Royal Mail 1st class for all orders by 3pm Mon - Fri. If you order after this time, your order will be processed the next working day. If your mail bag has not turned up for any reason, please contact us and we will resend one to you without further delay.
How long does a restring take...?
We undertake to restring all rackets within 48 hours upon receipt of racket. However, we can restring rackets either within 24 hours or the same day, subject to availability for which an express surcharge is payable. The courier service is a tracked 48 hour delivery.
Do I need a Paypal account to pay online...?
No. All our online payments are processed through Paypal's secure payment service and you can pay with most credit/debit cards. If you do have a Paypal account, you can choose to pay with it at the Checkout for a quicker checkout.
Are my personal details secure...?
Yes, All customer details are used solely for our service and never passed on to any third party.
Is online payment secure...?
Yes. Our online payments are processed through PayPal's secure payment service. We accept most credit/debit cards and PayPal express payment if you have a PayPal account.
How do I contact you if I have feedback or a further question...?
We encourage you to email us with feedback or suggestions. We aim to respond within 24 hours from receipt of message.