Frequently Asked Questions
Everything you need to know before you order.
Orders & Shipping
How long does shipping take?
Orders are typically processed within [X] business days and delivered within [X–X] business days, depending on your location. You'll receive a tracking number by email as soon as your order ships.
Do you ship internationally?
[Yes / We currently ship to the UK and EU]. If your country isn't listed at checkout, we don't currently deliver there — but get in touch and we'll let you know if that changes.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order size. [We offer free shipping on orders over £X].
Can I track my order?
Yes — once your order ships, you'll get a confirmation email with a tracking link so you can follow its progress.
Can I change or cancel my order?
If your order hasn't shipped yet, contact us as soon as possible at [email] and we'll do our best to update or cancel it. Once it's shipped, we won't be able to make changes.
Returns & Refunds
What's your return policy?
We accept returns within [14/30] days of delivery, provided the item is unused, in its original packaging, and in resellable condition. Contact us at [email] to start a return.
How do I return an item?
Email us at [email] with your order number and reason for return. We'll send you instructions on where to send it back.
Who pays for return shipping?
[Customers are responsible for return shipping costs, unless the item arrived faulty or incorrect].
When will I get my refund?
Once we receive and inspect your return, refunds are processed within [X] business days to your original payment method.
What if my item arrives damaged or faulty?
Contact us within [48 hours] of delivery with photos of the damage, and we'll arrange a replacement or full refund at no cost to you.
Products
How do I choose the right racket?
It depends on your level and playing style — round-shaped rackets suit beginners looking for control, diamond-shaped rackets suit advanced players wanting power, and teardrop shapes offer a balance of both. Check each product description for details, or get in touch and we'll help you pick.
Are your products authentic / brand new?
Yes, all products sold on Acepoint Padel are 100% authentic and brand new, sourced directly from official suppliers.
Do you offer a warranty on rackets?
[Most rackets come with a manufacturer's warranty covering structural defects, typically 6–12 months]. This does not cover normal wear and tear or impact damage.
Payments & Account
What payment methods do you accept?
We accept all major credit/debit cards, [PayPal, Apple Pay, and Shop Pay] through our secure Shopify checkout.
Is my payment information secure?
Yes — all transactions are processed through Shopify's secure, encrypted checkout. We never see or store your card details.
Still Have Questions?
We're happy to help. Reach out to us at [email] and we'll get back to you within [24–48 hours].