STOCKS + RESTOCKS
1. Can you get a specific pair of trainers for me?
2. Can you let me know if you restock of the trainers/size I want?
3. Is everything on the site in stock? YOUR TRAINERSTATION ACCOUNT
4. Why can't I login to my account?
5. Why would I bother setting up an account with Trainerstation? ORDERS + DELIVERY
6. Can I order from outside UK?
7. How much is post and packing (P&P)?
8. When do I get my trainers?
9. Do I have to pay Duty on Overseas Orders? PAYMENT METHODS
10. How can I pay?
11. How do I pay with PayPal?
12. Can I pay directly into your bank account?
13. How do I pay by Postal Order? UK DELIVERY DETAILS
14. Can you send my trainers to my work or other alternative address?
15. Where are the trainers I ordered yesterday?
16. What if I am not in to sign for the goods?
17. What if the local sorting office is miles away?
18. Specific Delivery instructions GIFT PURCHASES
19. My order is a gift - where will the invoice go?
20. My order is a gift - how do I add a message? OTHER
21. Can you send me a Brochure?
22. Is it safe to order on-line?
23. When do you take the money off my card?
1. Can you get a specific pair of trainers for me?
Normally we can't buy a single pair of trainers as we buy our stock wholesale.
However, if the trainers you are after are a style that we have sold out of, we generally try to restock. We let you know via the newsletter when restocks come in, so it is a good idea to subscribe. If you don't want to sign up for the newsletter, you can always check the restock section on the site to see what popular lines are now back in stock.
2. Can you let me know if you restock of the trainers/size I want?
Unfortunately we can't at the present time.
We get a huge number of requests for particular trainers in specific sizes and quite apart from the difficulty of keeping track of exactly who wants what, it is not fair to other customers to give priority in this way. When we get restocks or new lines we let all our registered users know at the same time via the newsletter.
3. Is everything on the site in stock?
Yes, all the items on our websites are held in stock in our warehouse.
If the size you want is not shown, it means we do not have it. However we often restock popular lines - see above for the best way to keep track of restocks.
4. Why can't I login to my account?
If you are sure you are using the correct email address that you set up your account with, then it must be your password that is the problem.
Passwords are case sensitive so the first thing to check is that you have not got the caps lock key on, or that you haven't accidentally included/omitted a capital letter when you entered your password. If you still can't login, then just use the 'forgotten your password' facility to get a new password (which you can then change to whatever you want). The 'forgotten your password' facility will tell you if the email address you are entering differs from the one in our records. Please contact us if this does not resolve the problem. 5. Why would I bother setting up an account with Trainerstation?
If you set up an account at Trainerstation you get these benefits;
a) Faster ordering - no need to enter your all personal & address details on future orders
b) You can check your order status & order history online
c) UK Customers accounts are upgraded 30 days after the 1st successful order to allow future orders to be sent to an alternative delivery address. 6. Can I order from outside UK?
Yes, you can order from the following European Union countries;
Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden & Switzerland
You can also order if you live in Australia & New Zealand.
We regret that we are currently unable to accept orders from countries other than those listed above. 7. How much is post and packing (P&P)?
No matter how many items you buy on one order, there is a single flat rate P&P charge;
a) UK: Special delivery, guaranteed next day £4.95
b) Europe: Air mail £10.00
c) Other: Air mail £14.00 If you spend over £100 in a single order there is no UK delivery charge
(For overseas orders over £100 P&P is charged as normal in the cart/checkout process, but we then issue a credit to your card of £4.95 - the amount of the UK P&P cost)
8. When do I get my trainers?
a) UK:
Orders placed on a normal weekday before 4pm are delivered Next Day.
(Click here to see full UK Delivery details)
b) Europe:
Delivery usually takes between 5 to 15 working days depending on the country.
c) Other Countries:
Delivery usually takes between 10 and 15 working days depending on the country.
9. Do I have to pay Duty on Overseas Orders?
No duty applies to goods shipped within the European Union.
Outside the EU any duty and customs costs appropriate to your country that may be charged are your responsibility. 10. How can I pay?
You can pay with Credit cards, Debit cards or PayPal on the site.
We accept the following payment methods;
a) Credit cards - MasterCard, Visa & American Express
b) Debit cards - Visa Debit/Delta, Maestro, Solo & Visa Electron
c) We now also accept PayPal
Please note we do not accept Diners Club cards.
We can also accept payment by Bank Transfer or Postal Orders by special arrangement as detailed below. Please note that for increased cardholder protection we have adopted the very latest bank security measures, so during the payment process you will see  
You may be asked to set up a password and for some additional details over and above those that you normally enter when you make a card payment online. This is something that is being introduced across many UK websites and offers you and us even stronger protection against fraud. 11. How do I pay with PayPal?
You can pay using PayPal but delivery has to be to the verified PayPal address. You can now place your order directly on the site in the normal way and pay using your PayPal account. When you reach the Sage Pay payment pages, simply select the PayPal option on the 'Select Payment Method' screen and log in to your PayPal account to complete the payment. Once we receive your payment we can ship the goods (only to the verified PayPal address). 12. Can I pay directly into your bank account?
Yes, but the order/payment cannot be made through the site.
Before sending payment:
a) please email us at sales@trainerstation.com to let us know you are transferring the money
b) We will check that we have the items you want in stock and will let you know the cost of delivery so you can pay the right amount
c) We will reserve the stock for you for 5 working days from when you tell us you are going to pay. Please be aware that if you do not make the payment reasonably promptly we cannot guarantee that goods will still be available.
When you make your payment please include your surname after the letters 'TS' as a reference so we can identify your payment. We do need to receive the full amount due, and if there are any bank or transfer charges you need to cover them.
Your order will be despatched when we receive your payment and email confirmation will be sent to you.
Please make payment to:
Address: HSBC Bank, 47 Eastgate Street, Chester, CH1 1XW, United Kingdom
Account name: Clothingsites.co.uk Ltd *
Sort Code: 40 - 17 - 14
Account No. 42052040
Swift code: MIDL GB2103R
IBAN: GB83 MIDL40171442052040
(* Note: Trainerstation.com is owned and operated by Clothingsites.co.uk Ltd.)
If you bank with HSBC your payment will be received by us the same day, other banks take at least 3 working days.
If you have any questions concerning this procedure please email us at sales@trainerstation.com. 13. How do I pay by Postal Order?
The procedure is the same as for payments directly into our bank account above, except you send us a Postal Order after contacting us. The PO must be made payable to Clothingsites.co.uk Ltd (not Trainerstation) 14. Can you send my trainers to my work or other alternative address?
We can do this for UK customers who have set up an account with Trainerstation, but not on your first order which has to go to the cardholders registered address. This is for our protection and for your security. 30 days after the first successful order, UK customers with a Trainerstation account have their accounts upgraded to allow an alternative delivery address to be set up.
15. Where are the trainers I ordered yesterday?
If you have not received your order by 1pm;
(i) Check your email - if we have any query or problem that stops us sending the order out we will have sent you an email to let you know.
(ii) Check your order status in your Trainerstation account - if it is still in 'pending' the trainers have not been despatched and we will need to get in contact with you.
(iii) If your order shows as 'despatched', check to see if a card has been left to say that delivery was attempted while you were out, and check if someone else has signed for the parcel.
(iv) If not, please contact us on tel: 01625 856966 between 10.00 and 16.00 GMT and we can 'Track and Trace' the order online with the Royal Mail. We can also let you have the shipment reference and you can do the same. In most cases we find that the Royal Mail will have attempted to deliver and taken the package back to the sorting office because no one was in. They should leave a card to say this, but they don't always do so. 16. What if I am not in to sign for the goods?
The parcel will be taken to the local sorting office and you can collect it from there (remember to take the card and appropriate identification), or you can ask the Royal Mail to deliver again at a suitable time for you. Alternatively, you can have an item delivered to your local post office for a 50p charge rather than having to pick it up from the sorting office. 17. What if the local sorting office is miles away?
When you checkout you have the option to choose when we ship your order, so we could ship it on a Friday so it comes Saturday morning (or other day when someone is in to sign for the goods). 18. Specific Delivery instructions:
We are unable to pass your specific delivery instructions on to the Royal Mail (eg "if no-one in, please leave in the shed") because there is no mechanism to do this, and they have to obtain a signature for the goods. 19. My order is a gift - where will the invoice go?
If you are ordering a gift for delivery to an alternative address (see above) then we can send the invoice to the billing address so that the recipient will not see the cost. You need to request this in the comments section when you place the order, otherwise the invoice will go with the goods as is our normal practice. 20. My order is a gift - how do I add a message?
Currently we don't provide a gift messaging service. 21. Can you send me a Brochure?
Sorry, we don't produce a printed brochure - the stock changes so fast it would be out of date by the time we printed it. 22. Is it safe to order on-line?
Yes. When you arrive at the checkout, our system passes your order details via a 128bit Secure Sockets Layer (SSL) encrypted secure page, where you complete your order by providing your credit card details. When you type your credit card and CCV number into the page, it is in secure mode. This means that your browser encodes what you type, and the server decodes it. Anyone 'listening' to traffic en route can make no sense of the numbers. All secure trading web sites use this SSL encryption system and you can tell you are in secure mode when a little padlock icon appears at the bottom of the screen. For more details, see Security. 23. When do you take the money off my card?
When you place your order online your bank will immediately reserve (or "shadow") the funds to cover the amount of the transaction if and when we draw the cash. However, we only take the payment after we have the necessary authorisation of details from the bank and we have actually shipped the goods to you. |
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