Customer Service and Support
Contact for the Supply of Products or Services
Availability of Goods
Prices and Payment
Postage Costs and Delivery
Customer Obligations
Returns and Fault Handling
Guarantee
Trade Marks
Privacy
Disclaimer
Transparency

Customer Service and Support

SwiSh basketball’s online shop is usually available 24 hours a day, 7 days a week. All online orders are confirmed via an email message. Further emails are sent to confirm completion of payment processing and dispatch of the order.

Telephone orders, after sales and all other customer support is generally available between 8 am and 8 pm Monday to Saturday. Outside the above hours or when nobody is available to take a call, an answer machine service is offered for customers to leave their details. SwiSh will usually respond to messages received within one working day.

Email correspondence is usually acknowledged within 1 working day.

SwiSh aims to give a response to all queries within a week of receipt however received. Wherever possible the query will be resolved in this timescale, however the nature of some queries deems a longer period to achieve full resolution and in this case SwiSh will inform clients of the action being taken and expected timescales for resolution.

If SwiSh does not respond to your query within its specified timescales then please check with us that the original communication has been received.

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Contract for the Supply of Products or Services

No contract for the supply of products or goods will be deemed to exist between you and SwiSh basketball unless, and until, an email is sent to you by Swish basketball confirming that your order has been dispatched following successfully payment processing and clearance. This confirmation e-mail amounts to an acceptance by SwiSh basketball of your offer to buy goods or services from SwiSh basketball and this acceptance is effective regardless of whether or not you receive the e-mail.

SwiSh basketball are free to withdraw from a prospective contract at any time prior to acceptance. This also applies in the case of any error or inaccuracy in respect of the goods or services advertised, their price, any description applied to the goods or services, the availability of the goods or services, or the order itself.

The Buyer has the right to cancel the order for up to fourteen days from receipt of the goods. Cancellations must be notified in writing, by email or post, See the Returns section below for further details.

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Availability of Goods

All goods advertised for sale by SwiSh basketball are subject to availability. If an item turns out to be unavailable we will inform you by e-mail or by telephone.

You will be refunded in full for goods that we cannot supply. However we will not be responsible for any consequential damage or losses that you may suffer if we fail to supply goods.

We have attempted to display the goods on the site as accurately and fairly as possible but are subject to the available reproduction techniques and the accuracy of information supplied to us by the manufacturer. If you identify an unacceptable difference between the information and the actual goods supplied then your right to cancel should be used. See the Returns section below for further details.

Due to licencing restrictions in our supplier terms, SwiSh can only sell into the European area.

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Prices and Payment

The price displayed on the web site at the time of ordering will normally be the price to be paid. However we reserve the right to alter prices from time to time without notice or make corrections where the price shown is inaccurate. When we have accepted an order we will not change the price that applies to that order. We make every effort to maintain prices but these may be subject to variations caused by factors beyond our control.

We accept payment by Visa/MasterCard and most other credit and debit cards and by other common online payment processes such as PayPal and ApplePay. Card payments are subject to full address and security validation and authorisation by the card issuer and we will not be liable for any non-delivery or delay if a card issuer refuses to authorise payment. We will inform you by email or phone if authorisation is not given in full to enable an alternative payment arrangement to be made.

Our online shop provides a secure, encrypted, payment interface. Your transmission of your debit or credit card number and other details in relation to payment will be at your own risk. We cannot accept responsibility or liability for failures in transmission or information deletion, non-delivery or failure to store any communications by you.

Goods will only be dispatched once full payment has been received and cleared, including verification of the billing address and, if different, the shipping address.

The risk of damage to the goods passes to you once they are delivered to the address specified in your instructions.

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Postage Costs and Delivery

DELIVERY TIMES ARE FROM DISPATCH - most orders are dispatched within one or two working days of clearance of payment, subject to stock availability.

For all UK addresses standard delivery is free on most orders.

Chargable delivery service options, e.g. express or overseas, can be seen in the shipping estimate on the shopping cart page or in some cases against individual items in the online shop.

Delivery options are based on destination (UK or Europe - sorry we are not licensed to sell branded products outside of this area) and on the level of service (expected delivery time / whether tracking is available / whether insurance is included / etc.) The amount due is calculated and shown based on the weight of the products in the order and the delivery service selected.

PLEASE NOTE: Size and weight limits apply to some services and SwiSh reserves the right to decline an order or request additional delivery charges for orders that do not fit within the limits designated by the service provider. For large orders, e.g. teamwear and equipment, to non UK mainland destinations please contact SwiSh for the correct rate in advance of placing your order. For non UK addresses, any local import duties are the customer's responsibility.

Swish will endeavour to dispatch all orders, on clearance of full payment, within 2 working days. Most are dispatched within 1 working day. If there is to be any further delay we will notify you accordingly.

Once dispatched, delivery times are the responsibility of the postal / courier service being used and are beyond SwiSh’s control. Please use the carriers website to confirm terms or their service.

We will pursue any missing or unduly delayed deliveries. Claims for non-delivery, missing or damaged goods should be made to SwiSh basketball within 7 days of expected delivery date.

NEXT DAY DELIVERIES

UK ORDERS ONLY: If you require your items urgently or guaranteed for delivery on a specific day please select the "Royal Mail Special Delivery" option and read NOTES below and the IMPORTANT notes about dispatch times shown on the website at the time of selecting the shipping method.

NOTES:
SAME DAY DISPATCH HAS A CUT OFF TIME OF 10:00AM on order completion/payment clearance.

Orders placed after 10am will normally be dispatched on the following working day and the delivery time will be from then. [N.B. The 10am cut off is necessary to allow time for selecting stock from our multiple storage locations and preparing for dispatch in time for carrier pick-up mid afternoon.]

Delays in dispatch will occur while we contact you if any checking is required such as shipping to an alternative address or partial/no verification of payment address.

Delays in dispatch may occur for several reasons, including but not limited to:

- Item requires personalisation / printing before dispatch
- Payment verification incomplete
- Address details incomplete or mistyped
- If a product cannot be located for any reason
- If an item is on back-order (this should be highlighted by a message in the cart/checkout)
- If there is an error in the stock levels
- If an item is marked 'subject to availability' or 'direct from supplier'

 

IMPORTANT:

Where there is a delay in dispatch, SwiSh will need to communicate this to you and action for resolution or advise of expected leadtime. Therefore it is important that you are contactable  by email or phone or both as in the order details given at checkout.

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Customers Obligations

By placing your order you confirm that your identity and contact details are complete and correct and that you accept the terms and conditions in this document.

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Returns and Fault Handling

EXTENDED RETURN PERIOD ON CHRISTMAS GIFTS

Please note: for orders received in November and December our returns policy is revised - we extend the allowed return period until 15th January for goods bought as Christmas gifts. 
All other TERMS AND CONDITIONS still apply. Goods must be unused and in their manufacturers' packaging so suitable for resale.

If you are not completely satisfied with any product you can return it for refund.

For new, unused items, a full refund of the product price will be made provided the goods are:

  • In new, unused condition showing no signs of wear
  • With the manufacturer's tags still attached
  • With the manufacturer's bar-coded packaging as supplied
...So suitable for resale at full value

    If you consider goods to be faulty on receipt (including not as described) or to later develop a fault that pre-existed  at the time of sale, please follow the Fault Handling information below.

    For all returns, please start by notifying SwiSh of your intention to return:

    Please reference your order number and which products from your order you wish to return. 

    A postage paid returns label is available on request, for UK customers, when notifying of return. This is usually sent by email for you to print. If you do not have a printer please let us know and we can make other arrangements. Print and attach to your return parcel and take to a Post Office. The Post Office will provide you with a proof of posting with tracking.

    For returns sent by other means, postage costs are not refundable.

    Returns should be posted back within 21 days of receipt of your delivery. 

    The address for all returns is:


    SwiSh Basketball Returns
    c/o Elmsmere
    Green Lane
    Chessington
    KT9 2DS
    UK

    For your own protection, we recommend you obtain and keep safe a receipt of posting.

    As standard postage is offered free (i.e. at SwiSh's cost) on all UK orders and an equivalent amount is subsidised on the cost of express and overseas services, no postage paid for service enhancement or area is refunded on returns. This applies also on cancellations under the Distance Selling Regulations where 'basic postage' is stated as being refundable (unless the cancellation is before dispatch of the order so no cost has been incurred when a full refund would be permitted). 

    Refunds are normally processed within a week of the goods being received back at SwiSh and their condition meeting the conditions stated for resale. 

    Where goods are returned in poor condition, SwiSh reserves the right to reject the return or only make a partial refund to reflect the loss of value.

    In all cases returns will be processed within 28 days of receipt.

    Customised / Personalised Items

    Please note personalised items are not exchangeable or refundable unless they are faulty. Please ask for assistance when ordering if you require it, to ensure the right size is selected.

     

    Returning Faulty Goods

    When goods are thought to be faulty on receipt:

    • DO NOT USE
    • Contact SwiSh giving the nature of the suspected fault

    If your complaint is upheld, an agreed resolution will be found, up to your payment being fully recompensed and return postage being provided.

    When goods develop a fault within 30 days of receipt:

    • CEASE USE OF THE PRODUCT
    • Contact SwiSh giving the nature of the suspected fault
    • N.B. Poor fit, general wear and tear or failure due to inappropriate use will not be considered as faults. Once used, products can only be treated as faulty if the condition pre-existed at the time of purchase.
    If your complaint is upheld, an agreed resolution will be found up to your payment being fully recompensed and return UK postage being provided.

     

    When goods develop a fault within 6 month of purchase:

    • CEASE USE OF THE PRODUCT
    • Contact SwiSh giving the nature of the suspected fault
    • N.B. Poor fit, general wear and tear or failure due to inappropriate use will not be considered as faults. Once used, products can only be treated as faulty if the condition pre-existed at the time of purchase.

    If your complaint is upheld, an agreed resolution will be found up to the full value of the goods being recompensed. As there will have been some benefit of use, you may be asked to cover return postage costs to prove the fault.

    If goods develop a fault later than 6 months after purchase:

    • CEASE USE OF THE PRODUCT
    • Contact SwiSh giving the nature of the suspected fault
    • Evidence that the fault pre-existed at the time of purchase and is not as the result of wear and tear may be required to establish the fault claim.

    If it is necessary to return a reported faulty item, please ensure you follow the instructions given.  A post paid returns label will be provided for items agreed to be faulty within 30 days of receipt and depending on the circumstance for up to 6 months. All returns should be sent to the address above and, for your own protection, please obtain a receipt of posting. 

    Your Rights

    This does not affect your statutory rights as a consumer.

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    Guarantee

    All goods are guaranteed against defect in material or workmanship for 6 months from the date of purchase, subject to fair wear and tear. Subject to examination to establish the defect and its nature, a repair or full or partial replacement or refund will be usually be offered.

    Some goods may be the subject of additional warranties or guarantees given by the their manufacturers direct to you.

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    Trade Marks

    SwiSh basketball recognises the rights of ownership of all trademarks and brand names referred to in this catalogue.

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    This privacy policy describes the personal data collected or processed when you use SwiSh’s website (“Site”). It also explains how your personal data is used, shared and protected, what choices you have relating to your personal data, and how you can contact us.

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    WHO is Responsible for the Processing of Your Personal Data?

    SwiSh basketball (referred to as "SwiSh", “our”, "we" or “us” in this privacy policy)

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    WHAT Personal Data Do We Collect and WHEN?

    We ask you for certain personal data to provide you with the products or services you request. For example, when you make purchases, contact our consumer services, request to receive communications, create an account, participate in contests, or use our Site. 

    This personal data includes your:

    • contact details including name, email, telephone number and shipping, billing address;
    • login and account information, including email id and password;
    • personal details including gender, hometown, (optional) date of birth and purchase history;
    • payment or credit card information;
    • images, photos and videos;
    • data on physical characteristics, (such as estimated shoe/foot measurements or apparel size);
    • personal preferences including your wish list as well as marketing preferences.

    When interacting with our Site, certain data is automatically collected from your device or web browser.  This data includes:

    • Device type; and
    • Cookies, IP addresses, referrer headers, data identifying your web browser and version, and web beacons and tags.

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    KIDS

    We do not knowingly collect personal information online from children under the age of 16. 

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    TOOLS to Manage What Personal Data We Collect

    When using our Site, we also provide in-time notice or obtain consent for certain practices. For example, we will obtain consent to use your location or send push notifications. We may obtain this consent through the Site or using the standard permissions available on your device.

    In many cases, your web browser or mobile device platform will provide additional tools to allow you to control when your device collects or shares particular categories of personal data.  For example, your mobile device or web browser may offer tools to allow you to manage cookie usage or location sharing.  We encourage you to familiarize yourself with and use the tools available on your devices.   

    At this time, we do not respond to “do not track” signals sent by web browsers.

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    WHY and HOW Do We Use Your Personal Data?

    We use your personal data in the following ways:

           To Provide the Features of the Site and Services You Request 

    When you use our Site, we will use your personal data to provide the requested product or service.  For example, if you make a purchase on swishbasketball.co.uk, or participate in a promotion, we will use the contact information you give us to communicate with you about the purchase, event or promotion. If you contact our consumer services, we will use information about you, such as delivery or payment information, or the product you have purchased to help you resolve a problem or question. 

    In many cases, to use particular features within our Site you may need to provide SwiSh with additional data or additional consent to use particular data in a certain way.  For example, to share content on social media, you may be required to provide your social media account credentials to sign in.

    To Communicate Information about our Products, Services and for Other Promotional Purposes

    If you are an existing customer of SwiSh (for example, if you have placed an order with us), we may use the contact details you provided to send you marketing communications about similar SwiSh products or services, where permitted by applicable law (unless you have opted-out). In other cases, we ask for your consent to send you marketing information.

    We may use the information that you provide to us to personalize communications and advertisements regarding our products and services that may be of interest to you.  For registered users, this may include data collected from your interactions with our Site that are associated with your account without reference to a particular device.

    To Operate, Improve and Maintain our Business, Products and Services 

    We use the personal data you provide to us to operate our business.  For example, when you make a purchase, we use that information for accounting, audits and other internal functions.  We may use personal data about how you use our products and services to enhance your user experience and to help us diagnose technical and service problems and administer our Site. 

    To Protect Our or Others' Rights, Property or Safety 

    We may also use personal data about how you use our Site to prevent, detect, or investigate fraud, abuse, illegal use, violations of our Terms of Use, and to comply with court orders, governmental requests or applicable law. 

    For General Research and Analysis Purposes 

    We use data about how our visitors use our Site and services to understand customer behaviour or preferences.  For example, we may use information about how visitors to our Site search for and find products to better understand the best ways to organize and present product offerings in our storefront. 

    Other Purposes

    We may also use your personal data in other ways and will provide specific notice at the time of collection and obtain your consent where necessary.

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    SHARING of Your Personal Data

    SwiSh’s Sharing

    SwiSh shares your personal data with:

    • Third party service providers processing personal data on SwiSh’s behalf, for example to process credit cards and payments, shipping and deliveries, host, manage and service our data, distribute emails, research and analysis, advertising, analytics, manage brand and product promotions as well as administering certain services and features. 
    • Other third parties to the extent necessary to: (i) comply with a government request, a court order or applicable law; (ii) prevent illegal uses of our Site or violations of our Site’s Terms of Use and our policies; (iii) defend ourselves against third party claims; and (iv) assist in fraud prevention or investigation (e.g., counterfeiting). 
    • To any other third party where you have provided your consent.

    We may also transfer personal data we have about you in the event we sell or transfer all or a portion of our business or assets (including in the event of a reorganization, spin-off, dissolution or liquidation).

    Your Sharing

    You can share content with your friends or the public, including information about your SwiSh activity.  We encourage you to use the links we provide for managing SwiSh’s social sharing to control what information you make available through SwiSh’s social features.

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    PROTECTION and MANAGEMENT of your Personal Data

    • Encryption & Security:We use a variety of technical, administrative, and organizational security measures, including encryption and authentication tools in certain circumstances, to maintain the safety of your personal data. 

    Despite our efforts, no website, mobile application, database or system is completely secure or “hacker proof.” You can help keep your data safe by taking reasonable steps to protect your personal information against unauthorized disclosure or misuse. 

    • Retention of your personal data:We retain your personal data for as long as necessary to fulfil the purposes described in this policy, unless otherwise required by law.  For example, we keep your account profile information for as long as you keep your SwiSh account, but, we may keep your order history longer to comply with legal obligations.
    • Managing your personal data:  You may have the right to request: (i) access to your personal data; (ii) an electronic copy of your personal data (portability); (iii) correction of your personal data if it is incomplete or inaccurate; or (iii) deletion or restriction of your personal data in certain circumstances provided by applicable law. Where we have obtained your consent for the processing of your personal data, you have the right to withdraw your consent at any time. If you have a request regarding your personal data that cannot be fulfilled from your account settings, please contact us.  Contact details can be found in the “Question and Feedback” section below. 
    • Managing your notifications: If you have a SwiSh account, you can opt-out of receiving SwiSh’s marketing communications by modifying the preferences in your account settings.  Alternatively, you can opt-out by following the opt-out or unsubscribe instructions in the message or by contacting us. Contact details are in the “Questions and Feedback” section below.

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    COOKIES and Pixel Tags

    SwiSh collects information, which may include personal data, from your browser when you use our Site. We use a variety of methods, such as cookies and pixel tags to collect this information, which may include your (i) IP-address; (ii) unique cookie identifier, cookie information and information on whether your device has software to access certain features; (iii) unique device identifier and device type; (iv) domain, browser type and language, (v) operating system and system settings; (vi) country and time zone; (vii) previously visited websites; (viii) information about your interaction with our Site such as click behaviour, purchases and indicated preferences; and (ix) access times and referring URLs.  

    Third parties may also collect information via sites through cookies, third party plug-ins and widgets. These third parties collect data directly from your web browser and the processing of this data is subject to their own privacy policies.

    We use cookies and pixel tags to track usage of the Site and to understand our customers’ preferences (such as country and language choices). This enables us to provide services to our customers and improve their online experience. We also use cookies and pixel tags to obtain aggregate data about site traffic and site interaction, to identify trends and obtain statistics so that we can improve our Site. There are generally three categories of cookies used on our Site:

    • Functional: These cookies are required for basic site functionality and are therefore always enabled. These include cookies that allow you to be remembered as you explore our Site within a single session or, if you request, from session to session. They help make the shopping cart and checkout process possible as well as assist in security issues and conforming to regulations.
    • Performance: These cookies allow us to improve our Site’s functionality by tracking usage. In some cases, these cookies improve the speed with which we can process your request and allow us to remember site preferences you have selected. Refusing these cookies may result in poorly-tailored recommendations and slow site performance.
    • Social media and Advertising: Social media cookies offer the possibility to connect you to your social networks and share content from our Site through social media.  Advertising cookies (of third parties) collect information to help better tailor advertising to your interests, both within and beyond our Site. In some cases, these cookies involve the processing of your personal data. Refusing these cookies may result in seeing advertising that is not as relevant to you or you not being able to link effectively with Facebook, Twitter, or other social networks and/or not allowing you to share content on social media.

    Your browser can help you manage cookies.  You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings on each browser and device that you use. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you may not have access to many features that make our Site more efficient and some of our services will not function properly.  There are also general resources for opting out of interest based advertising available on the websites of the Network Advertising Initiative and the Digital Advertising Alliance.

    Similarly, you can adjust your advertising preferences on your mobile device at the device level.  For example, to adjust your advertising preferences in iOS, visit Settings > Privacy > Advertising > Limit Ad Tracking. To adjust your advertising preferences in Android, visit Settings > Google > Ads > Opt out of interest-based ads.  

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    USING SwiSh Site with Third-Party Products and Services

    Our Site allows you to interact with a wide variety of other digital products and services.  For example, our Site can integrate with third-party devices for activity tracking, social networks, music streaming services and other digital services. 

    If you choose to connect your SwiSh account with a third-party device or account, your privacy rights on third-party platforms will be governed by their respective policies.  For example, if you choose to share your SwiSh activity on third-party social media platforms, the policies of those platforms govern the data that resides there. 

    Our Site may provide links to other (third-party) websites and apps for your convenience or information. Linked sites and apps have their own privacy notices or policies, which we strongly encourage you to review. To the extent any linked websites or apps are not owned or controlled by us, we are not responsible for their content, any use of the websites or apps, or the privacy practices of the websites or apps.

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    CHANGES to Our Privacy Policy

    Applicable law and our practices change over time. If we decide to update our privacy policy, we will post the changes on our Site. If we materially change the way in which we process your personal data, we will provide you with prior notice, or where legally required, request your consent prior to implementing such changes. We strongly encourage you to read our privacy policy and keep yourself informed of our practices.

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    Disclaimer

    Nothing in these terms and conditions is to be taken to exclude or restrict rights granted to you by law in respect of goods supplied. 
    We do not accept responsibility for damage to goods caused by you. 
    We will not be liable to any person for damage or loss arising from the use of goods advertised on our site.

    Without prejudice to your statutory rights the information contained in this site is provided without warranty and in particular we do not represent or warrant that the information is accurate, complete or current or that the use of this site will be uninterrupted or error free. 
    We will not be responsible for claims relating to the availability of our range, our ecommerce engine, our website, place of purchase or the success or level of sales resulting from these.

    The information provided in the SwiSh basketball catalogue and the online shop has been checked for accuracy; however, in the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, SwiSh basketball shall have the right to refuse or cancel any orders placed for products listed with the incorrect information. Policies, item availability, and prices are subject to change without notice.

    Notices served under these terms and conditions must be in writing and will be deemed to be given when personally delivered, sent by confirmed fax or 3 days after being sent by registered mail to the address set out in our Dispatch Note.

    Any failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of those terms and conditions.
    These terms and conditions may be subject to change at any time without prior notice to you.

    These terms and conditions shall be governed by and construed in accordance with English Law.

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    Transparency

    SwiSh basketball is a business owned and run by sole trader Caroline Ford of Elmsmere, Green Lane, Chessington, Surrey KT9 2DS

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