FAQ | Tenisworldpadel
- About order processing
How can I place my order?
Do I have to register to place an order?
Do the prices shown on the website include VAT?
What do I have to do if I want the product to be shipped to a different address than the one I indicated in the order?
If the product is out of stock, what happens?
I need an invoice, what do I have to do?
- About shipping
What are the shipping costs?
How long does it take for my order to arrive?
Can I order if I am from the Canary Islands, Ceuta and Melilla?
Can I buy from abroad?
- About customer service and after-sales service
How can I contact you?
What are your opening hours?
What do I have to do to make an exchange or return?
How much does it cost me to return a product or make an exchange?
How much time do I have to return a product?
How long does it take to return a product?
How do I get a refund?
- About order processing
How can I place my order?
You have two ways to place your order:
- BY PHONE. Calling 918111645 from M-F from 09:00 to 14:00 hours and from 16:00 to 18:30 hours and Saturdays from 09:00 to 14:00 hours.
- BY THE WEB at any time of the day and from your fixed or mobile terminal and in a quick and easy way.
Do I have to register to place an order?
It is not necessary to create a user account to place an order because you can choose between being previously registered as a user and enter the name and password or buy as a guest without being registered, just giving us at the time of purchase your email and shipping information.
We advise you to open an account and have your private area because you will be able to place your orders faster and more agile, follow the shipment of your order, see your order history, consult and modify your contact information such as shipping addresses, modify your password, etc.
If you create an account, you will have full control of your personal data and you will be able to modify them whenever you want (you can always ask us to delete your data by sending us an e-mail).
Do the prices shown on the website include VAT?
Yes, the products advertised on the web include 21% VAT, so the amount shown is the amount you will have to pay for the product.
What do I have to do if I want to be sent to a different address than the one I indicated in the order?
If you have not yet placed your order and you have a user account with us, you can modify your address by accessing your account in the section 'Control Panel' - 'Manage addresses'.
In case you want to modify one of the addresses in an order in progress, please contact us as soon as possible by e-mail or by phone on 918111645 so that we can make the necessary changes before delivering the order to the shipping agency.
What happens if the product is out of stock?
All items listed on the web, are automatically synchronized with the stock of our warehouses on a daily basis so that in 98% of cases the stock is real. In specific cases it could be the case that there is no stock but in that case we will contact you as soon as possible to inform you about it and automatically proceed to the return of the order by refunding any amount paid.
I need an invoice, what do I have to do?
You only have to indicate it when you place the order and expressly in the 'order comments' section. To do so, you must also have filled in the DNI (natural person) or CIF (company) field in the order form, which is mandatory to issue such document.
If you have not taken the above into account and your order has already been formalized, you can request an invoice in the same way by informing us of your request by e-mail or telephone and also indicating your ID or VAT number. See ' How can I contact you?
- About Shipping
What are the shipping costs?
If your shopping cart is over 50 € = free shipping costs
If your shopping cart is less than or equal to 50€ = shipping costs from 4,5 or 8 depending on the delivery service chosen.
If you select as payment method cash on delivery 4 € + shipping costs indicated.
International shipping cost will vary depending on the country of destination. Choose a product, add it to the cart and get a quote on the spot in 'Estimate shipping and taxes' just by indicating Country, Province and zip code.
Detailed information about shipping costs here 'Shipping costs'.
How long does it take for my order to arrive?
Delivery time will depend on the amount of the purchase and the destination:
At national level and for purchases over 50€ with free shipping, the shipment is made within* 24h/48h hours counting from the time the package is delivered to the agency.
For the rest of orders at national level will depend on the service chosen by the client, being able to be delivered in 24/48 hours (urgent service Nacex) or in a term* approximate of 24h/48h (express mail service).
*The times indicated above refer to the time elapsed since the package is delivered to the agency until it arrives at the recipient's home, they never include order preparation times. The preparation times usually range from 12 hours to 48 hours. More information in 'Costs and delivery times'.
Can I place orders if I am from the Canary Islands, Ceuta and Melilla?
Currently we do not have the web enabled to place an order online from the Canary Islands, Ceuta and Melilla. If you wish to place an order from these areas you can do it by phone by contacting us via chat, email or telephone so we can inform you about delivery times and costs. See 'How can I contact you? '
Can I buy from abroad?
Yes, you can buy from the main European countries: Portugal, Italy, France, Germany, Germany, Belgium, Holland, Luxembourg, United Kingdom and Austria. See 'Delivery costs and delivery times'.
- About customer service and after-sales service
How and when can I contact you?
We offer you several ways to contact us so that you can solve your doubts quickly, easily or depending on your availability:
- By mail, writing to us at [email protected]
- By phone, calling us at 918111645
- By whatsapp, writing us at 676044305
- By Facebook, writing us at https://www.facebook.com/Tenisworldpadel-113771361099515
- By online chat, directly from our website (click on the chat icon at the bottom left visible on our website).
Our customer service hours are:
- Telephone, web chat and facebook, from Monday to Friday from 8:30 to 14:00 and from 16:00 to 19:00 and Saturdays from 9:00 to 14:00.
What do I have to do to make an exchange or return?
The first thing you have to do is to leave a record of such request for exchange or return by contacting us through any of the ways indicated above and indicate the reason for the return.
In case of requesting a size change, you will have to indicate the order number and reference of the item you want to change and we will make a delivery with pick up.
For the rest of the returns see steps to follow in point 13 'Returns and exchanges policy'.
How much does it cost me to return a product or make an exchange?
The exchange and/or return in all our stores will not cost you anything.
Returns for size changes are free of charge except for products in the outlet category (first size change only).
The returns of purchases made in peninsula over 100 € are free of charge.
How much time do I have to return?
We have extended our online returns period, now you have 30 calendar days to make any change or return.
How much does it cost to return a product?
The first size exchange is free and returns are free for purchases over 100 €. For all other returns see more information in 'Return and exchange policy'.
How long does it take to return the product?
For returns due to size change the management, from the moment you make your exchange request, is done within 48/72 hours (always subject to product availability). For product returns and money refund, once we have the product in our facilities and we value it, we refund the money within approximately 7 days, being the maximum period of 15 calendar days.
How do I get my money back?
The refund will be made in the same form of payment that the initial order was made, except if the payment was made by cash on delivery. In the latter case, a transfer will be made to a bank account number that you indicate us through the attached form that you received with the initial order and that you can send along with the returned package or to the account number that you provide us when you make the refund request.