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0845 124 1012
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Help and Frequently Asked Questions


If you are wondering about the status of your order or have any concerns please read the following help information before contacting us as we have endeavoured to answer all our customers' most common questions on this page.

My Order:
Can I get an update on my order?
I haven't heard from you about my order.
How do I give my order as a gift?


Payment:
How should I pay?
When is payment taken?
Is my payment secure?
How can I get an invoice?
VAT
About:
Opening hours
Our stores
Privacy Policy
Terms and conditions
Dispatch and Delivery:
How much does carriage cost?
What delivery address can I use?
When will my goods arrive?
My goods haven't arrived.
How will my goods be sent?
Can I track my order?
I missed your delivery.
Do you deliver to my country/region?
Products:
What size should I go for?


Returns:
Can I return an item?
How do I make a return?
Can I get a refund?
Contact:
0845 124 1012
Email us

My Order:

Can I get an update on my order?


If you did not receive an order confirmation email within 24 hours of placing your order, please check that it has not been filtered into your junk mail. If there's no sign of it, contact us to check that your order went through successfully. If you did receive confirmation and are waiting for your goods, please be aware that our standard delivery is ten working days (exclude weekends and bank holidays) from when you placed your order. The most likely scenario during this waiting period is that we did not have stock of all your items and are waiting for a delivery from our supplier to fulfil your order.

As deliveries from our suppliers come from Europe and take a few days to reach us, we will not have much information to update you with during this time. As soon as all your items are in we will dispatch your order and you will receive a dispatch notification email with tracking information so you can check its progress. Once your order has been dispatched it should arrive with you by 3pm on the following working day. After dispatch,you can check for tracking information with our couriers by entering your tracking number here in the Parcel Number field. Please view the rest of the help information to find out what to do if you haven't received any communications from us, if your goods are late being dispatched or delivered (they have taken more than ten working days to arrive) or if you have missed the delivery.

I haven't heard from you about my order.


You should expect to hear from us twice by email about your order. Immediately after you place your order we will send you confirmation that your order has been successful and your payment has gone through. If you do not receive this confirmation within 24hours of placing your order please contact us as your payment or order information may not have been processed successfully.

There will then be a wait of up to nine days before you next hear from us while we process your order and obtain any out of stock items. You will then receive an email notification that your order has been dispatched to you. Once you receive this notification, your order should arrive with you  before 3pm on the following working day. You can track its progress after dispatch.How do I give my order as a gift?
If your order is a gift, we can deliver it directly to the recipient. Our packaging is discreet and the delivery note inside does not mention the price (avoiding embarrassment at your generosity). To have your order delivered somewhere different from your billing address, just specify the delivery address as well as your billing address when entering your details. (Contact us to enquire about adding gift wrapping and personalised hand written cards to your order - view the available cards here).
Dispatch and Delivery:

How much does carriage cost?

There is free carriage for all orders over £50 to the UK mainland(except Scottish Highlands). If you are outside the UK mainland you will need to add the relevant carriage option to your order using the table below. If you are unsure which postage option to choose, more information on delivery regions is available here.

What delivery address can I use?


We do need the appropriate billing address where your card is registered,but you can have your order delivered to your home, work place or any address that is convenient for you. Please note that it will require a signature, so in order to make sure you get your items as soon as possible we recommend that you give an address which is most likely to have someone there between 8 am and 5.30 pm.

When will my goods arrive?


Our standard delivery time for the UK mainland is ten working days which gives us time to obtain any items that we do not have in stock locally. If you are outside the UK delivery may take a little longer –please click here for international delivery information and charges. Please note that your order will only be dispatched when the last item becomes available. If we have all your items in stock locally your order will arrive faster and we may be able to speed up delivery of non stock items for an extra charge so if you’re in a hurry for your goods,please call us before you order and we will do our best for you– we have the largest Galvin Green stock around so your items or something very similar may well be in stock and available next day, however,  as the Galvin Green range is so large, we are not able to hold stock of every item.

Although there may be a gap of up to nine days between receiving your order confirmation and your goods being dispatched, once you have been notified that your order has been dispatched you can expect your goods by 3pm on the following working day.

My goods haven't arrived.


Please allow our standard delivery time of ten full working days before contacting us about undelivered orders. If after this time your order has not arrived and you have not received a dispatch notification email please contact us. If you have received a dispatch confirmation email but your goods did not arrive on the following working day, please check for tracking information by entering your tracking number here in the Parcel Number field. It is possible that the courier's delivery has been delayed, or that they had a problem finding your address or that no one was in to sign for the delivery in which case it may have been left with a neighbour - this information will be shown when you track your parcel. Although we are happy to help after your order has been dispatched if you would prefer to contact us, you may be able to get the information you need more quickly by calling our couriers directly. You can find contact information for your local depot here.

How will my goods be sent?


We primarily use InterLink Express as our courier. We use a next day service which will arrive with you before 3pm on the day after it is dispatched and will require a signature. On smaller or lower value items we will occasionally use Royal Mail recorded delivery which will also require a signature. In order to make sure you get your items as soon as possible we recommend that you give an address which is most likely to have someone there between 8 am and 5.30 pm.

Can I track my order?


At present our courier services do not integrate directly with the Premium Golf website so although you cannot currently track your order from your Premium Golf account, you will receive an email notifying you when your order has been dispatched. Before dispatch from Premium Golf no tracking information will be available, but your dispatch notification will include a parcel number which you can enter here in the Parcel Number field to track the progress of your goods. Your order should arrive by 3pm the day after dispatch and will require a signature upon delivery.

I missed your delivery.


If no-one is in at your delivery address the courier will leave a card with details for you to either collect your parcel from their depot or arrange to have it delivered a second time. If there is no-one in to sign at the rearranged delivery time, the order will be returned to us. If this happens you can arrange for a third delivery, but you will need to pay the re-delivery fee that we are charged by our couriers.In this instance, contact us. If you received a dispatch notification and did not receive your goods the following day as expected and did not receive a card, please use the tracking number from the dispatch notification to track your parcel here (enter the tracking number from your email in the Parcel Number field.) It is possible that the courier's delivery has been delayed, or that they had a problem finding your address or that your parcel was left with a neighbour - this information will be shown when you track your parcel. Although we are happy to help after your order has been dispatched if you would prefer to contact us, you may be able to get the information you need more quickly by calling our couriers directly.You can find contact information for your local depot here.

Do you deliver to my country/region?


We deliver worldwide, however, delivery outside the UK mainland will incur extra carriage charges. You can view carriage charges for regions outside the UK mainland here. If you are unsure which delivery region you are in, contact us.

Payment:

How should I pay?


We accept all major credit and debit cards (please note that these all fall under the category of "credit card" when you are selecting how to pay at checkout) with the exception of American Express. For high value items  such  as custom fit sets of golf clubs, we may request that you make a bank transfer rather than making a credit card payment, but this will have been pre-arranged by phone if this applies to your order.

When is payment taken?


We would like to make you aware before you place your order that as an anti fraud measure, we will take payment from your card immediately you place your order. We try to keep product availability as up to date as possible, but in the event that we are unable to fulfil your order precisely, we will contact you by phone or email to arrange an alternative. If no suitable alternative is available, we will of course refund your card with the appropriate amount.

Is my payment secure?


We use SECNet, an online payment gateway powered by PayPoint.net to process online card transactions. PayPoint is a well known and approved online payment services provider that processes secure online payments for UK businesses, while complying with the highest level of the Payment Card Industry Data Security Standard (PCIDSS). It uses the added security measures of Verfiied by Visa, MasterCard SecureCode and 3D Secure to ensure that your card details remain as safe as they possibly can be.

How can I get an invoice?


Your invoice can be printed off just after you have paid. You can also login to the account you set up when ordering with Premium Golf to view and print invoices for past orders. If you require a VAT invoice please contact us. The delivery note will be included in the package but will not mention the price making it simple for you to send a gift direct to someone else and them not be embarrassed by your generosity.

VAT


All prices shown include VAT (except books which are zero-rated for VAT purposes). When a zero-rated VAT item like a book is ordered with a fully rated VAT item, VAT must also be charged on the total cost of postage. We not only adjusted our prices to reflect the change in VAT rate but are always monitoring our competitors and have recently cut many of our prices even further to make sure you get the best deal possible.


Products:

What size should I go for?


As Galvin Green products in particular can be sized slightly differently from what you may be used to, please check our size charts before you place your order to ensure that you get the correct size.

Returns:

Can I return an item?


Of course. If you are not satisfied with any purchase from Premiumgolf.co.uk, you may return unused goods within 30 days of receipt for an exchange or a full refund (as long as they are in original, saleable condition, with original packaging). If the size of a garment is wrong just return it to us to make a swap -see "how do I make a return?" below. We will endeavour to swap your item for a more suitable one, although wec annot send out replacement goods until we have received the items your returned to us, so an exchange may incur a delay, especially if we do not have the new item(s) in stock. If an item is faulty or becomes faulty through normal use then the following action needs to be taken. For purchases under 30 days old, return the item(s) as explained above and in "how do I make a return?"below. For purchases over 30 days old and less than 12 months old, please return the item as normal and explain the situation in the comments area of our returns form. We will inspect the item. At our discretion, we will either repair, replace or return the item to you (we return the item if we feel there is no manufacturing fault). If we feel the item is faulty, then we will reimburse reasonable costs that were incurred when the item was returned.

How do I make a return?


If you need to return one or more items to us, please fill in our returns form. You will need to fill in your details, the details of the products you need to return, what action you would like us to take and the reason you are returning the products. You can fill in the form on your computer then print it and include it in the parcel you send back to us. We will arrange a refund or exchange as you have requested once we receive your return.

Can I get a refund?


If you are not satisfied with any purchase from premiumgolf.co.uk, you may return unused or faulty goods within 30 days of receipt for an exchange or a full refund (as long as they are in original, saleable condition, with original packaging). Please follow the procedure under "how do I make a return?"and note that you would like a refund under the "Required Action"section. Once we have received your return we will process a refund for the value of the goods you have sent back. In compliance with money laundering law, the refund will go back onto the card that was used to pay for your original order. Please note that although we will process our refund straight away on receipt of your return, refunds usually take three to four days to be processed, so please allow a few days for the funds to appear on your statement.

About:

Opening hours


We are open to reply to your emails and take your calls seven days a week, between 8am and 6pm. Your queries will be dealt with by our team of PGA golf professionals who draw on a wealth of experience and knowledge about the game and our products. We will do our best to answer your query straight away, however, in order to give you the most accurate and up to date information possible, we may ask if we can take your details and call you back so that you can speak to the individual who has been dealing with your order or query. In these cases we will call you back as soon as possible, but as our pros are often teaching, custom fitting, club building or running our stores as well as dealing with your orders, it may not always be possible for them to get back to you right away.

Our stores


We have two stores in the where you can visit us, view a range of our products and talk to our PGA professionals face to face. We also provide top quality coaching, custom fitting and club building services at each of these locations. If you would like to visit for a particular service  or to view or purchase a particular product please call us first as our storage facilities are limited and we wouldn't want you to have a wasted journey if we do not have the particular item you are interested in in stock. For details on our pros, services, locations and how to contact us in store, please view our stores page.

Our team


Your queries and orders are dealt with by our teams of PGA professionals at our stores in the South-East. Web orders are predominantly dealt with by our team at Worplesdon Golf Club in Surrey but we provide top quality retail, coaching, custom fitting and club building services at Worplesdon and Tyrrells Wood Golf Clubs in Surrey, You can "meet the team" by viewing our coaches page and clicking through to information on each coach.

Privacy Policy


Your security and privacy are of the utmost importance to us. You can read our privacy policy here. Please note that although we hold your contact information to make future purchases easier, for security reasons we do not retain any of your credit card or payment information after your transaction has been processed. For information on security please visit the card processing and security page here.

Terms and conditions


Although many of our terms and conditions are covered in the help topics on this page, you can view more formal and specific terms and conditions here.

Worldwide shipping rates:


Please view the information below for postage costs to your region. If you are unsure or have any queries please contact us.
Destination Delivery Time Cost of delivery for orders: Add a postage option to your order:
Under £50 Over £50
UK mainland(except Scottish Highlands). All postcodes in England and Wales and in Scotland: DD, DG, EH, FK, G, KA, KY, ML, TD, AB1 to AB16, AB21to AB25, AB30, AB39, PA1 to PA19, PH1 to PH3 4-10 working days £4 Free added and changed automatically
Scottish highlands and offshore islands(AB31 to AB38, AB40 to AB56,PA20 to PA78, PH4 to PH50, HS, IV, Northern Ireland(BT), Isle of Man,Channel Islands 7-10 working days £8 £8 add£8 postage option to basket click here
Republic of Ireland and Europe (click hereto see which countries are included) 7-10 working days £12 £12 add £12 postage option to basket click here
Rest of the world 10 working days £20 £20 add£20 postage option to basket click here
  
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Premium Golf, Ltd, The Professional Shop, Worplesdon Golf Club, Heath House Road, Woking, Surrey, GU22 0RA
Company Registration number: 4997037. VAT Number: 826395700.

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