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Info- & Service-Center

FAQ Security

What do you need my personal data for?

Principally, you can surf on our webpage without indicating your name or other personal data.
 
However, in some cases we need information about you. For example for the order process, the maintenance of customer relations or to inform you about our lastest offers.
 
Particularly for orders we need personal data to handle the process and to transfer contract and shipping data to our service providers if necessary.
In addition, technical data (e.g. webpages you visit or your internet service provider) serve for analysis purposes or for the creation of internal statistics etc. You as user remain completely anonymous!
 
If you use services like newsletter, contests, your email requests, surveys of Tennis-Point, data are possibly collected. These serve only for the maintenance of customer relations and for the creation or improvement of technical and electronic services. You can update or delete your personal profile data here "My customer account".
To prevent misuse, the data are transferred in an encrypted form (SSL-encryption).

Will my data be transferred to another party?

If it is necessary for the order process it can be possible that your entered personal data are transferred to the transport company which is charged with the shipping.
 
Apart from that a transfer of your personal data to a third party is excluded.

What are cookies and how are they used?

Cookies are little text files which are stored by the web browser on the harddisk of the visitor of a webpage. They help to register information about the visitor.
In fact, the admission of cookies is not mandatory, but product offers without cookies are not possible.
 
We will not use cookies for the collection of personal email address data or other personal information about you.
There is only a capacity analysis of the visitor numbers of our webpage. We also use them for quality improvements of the advertising presence and the services as well as for an improvement of the user interface.
 
You can configure your browser so that it accepts or blocks all cookies or that it informs you about the emergence of a cookie. Every browser is different, please check the help function to regulate the acceptance, deletion or denial of cookies.

Are account and/or credit card data saved?

If you order online and pay by credit card, your credit card data (i.e. credit card number, duration of validity, check digit, credit card name) are only transferred to companies which are involved in the payment process. Your personal credit card data are not saved by Tennis-Point.

How safe is the purchase and the transfer of my personal data?

In addition, we protect your data from undesirable access by a SSL encryption (Secure Socket Layer). SSL offer very high security during the transfer of your personal data.
Please check if your browser and firewall are configured correctly and if your provider accepts SSL because some configurations deny the access for the SSL-Server.

Will my personal data be encrypted?

In addition, we protect your data from undesirable access by a SSL encryption (Secure Socket Layer - www.thawte.com - Certificate). SSL offers a very high security during the transfer of your personal data.
Please check if your browser and firewall are configured correctly and if your provider accepts SSL because some configurations deny the access for the SSL-Server.

Who should I contact with questions concerning data protection?

If you have further questions concerning data protection you can also get information here "Your purchase - Security".
Naturally, we help you personally. Please use one of our numerous possibilities to contact us.
 

FAQ Order

Choose/Find products

The sizes are in European format, how do I know what they are in UK sizes?

There is a converter provided on the page of your chosen product. Next to the sizes shown on the page there is a small blue question mark. If you were to click on the small question mark, you will then see a page where it will have the European sizes converted into UK sizes for you.

How can I find the product I am searching for?

Relax and enjoy your purchase at Tennis-Point. You have the possibility to search in different categories for several products in our diverse online range, all without time pressure!
You can surf directly by using the shop navigation and you can use the limiting filters to find special products (for example use the filter for manufacturer's brand, size, etc). Alternatively, you have the possibility to enter a search keyword in the search field (grey bar "Search tennis products" at the top on the right). Then click on the button "Go!" and you will see the desired and all similar products matching your search keyword.
If you have found all products, click on "Add to cart" and then follow the hints to complete your purchase.

How can I find special offers, new products etc.?

In the main navigation bar you find the category "Sales".
All products listed in this category are discontinued lines and are greatly reduced. You also have the possibility to find special offers by using our filter. If you choose "Discontinued line" you will see reduced products. You can find greatly reduced products by using the filter "Supersale".
 
Furthermore, in the main bar we provide the opportunity to click on "Austerity package". Austerity packages are bundles consisting of several products you can buy for a more favorable price. Furthermore, the austerity packages are customized to different needs, e.g. to gifts, trainer, clubs etc.
 
You will find new products regularly on our homepage.

Buy product

How can I buy a product?

You can place an order via our onlineshop, by phone, email and by mail or fax.
 
Online Order
If you have found your favorite product, click on the button "Add to cart" beside the product picture.
After having added all desired products to your cart, click on the button "Proceed to checkout". Here, you can check your products in your cart. Then, you can continue with your order.
If you are a returning customer, enter your email address and your password. Then choose your payment method and check your order. If you are sure that all entries are correct, click on "Complete order". Ready! You will get an email that confirms your order.
If you are a new customer, you firstly have to enter your personal data and your shipping and invoice address. By entering and fixing a password you decide to create a customer account. Otherwise you only want to order once.
Subsequently, you choose the desired payment method, check the correctness of your entries and then click on "Complete order". Ready! You will get an email that confirms your order.
 
Order by phone / by fax
We also accept orders by phone or fax. You have to indicate your customer number and the product number in that case.
Order by phone: +49 25 22 / 834 36 200
Order by fax: +49 (0)2522 / 83 43 62 99
 
Order form
Do you have our catalogue at home and would you like to order directly? Please fill in the order form and send it by mail. We take care of the rest!

Before the choosing of the shipping address another price has been shown - how can that be?

Because of legal regulations, some countries have to be handled with another VAT rate.
Thus, the prices in the online shop are calculated again and can differ from the ones shown before.
 
If you have any further questions concerning this matter, please contact our hotline.

When is the order completed?

The order process is completed when you have checked and confirmed all entries and have then clicked on "Complete order". If your order is entered successfully, you will see a confirmation message. Then, you will get an email that confirms your order.

Can I buy all products online?

Of course you can order all products online as long as they are in stock.
Because of the great product variety it can be possible that some products are out of stock. If it is possible to reorder these products, we will receive them only some days after ordering them. The products are then executed and send them to you on the same day.

Is there a minimum order value?

No, there is not a minimum order value. For order values above 150 € shipping costs are not calculated.

How many products can I order?

There is no limit. You can order as many products as you like.
 
Please take care of special regulations, for example for shoes or test rackets.

Are there other possibilities to place an order?

Yes. You can place an order via our onlineshop, by phone, email and by mail (order form) or fax.
You will find detailed information about the different possibilities in the category Tennis Point here "Contact".

The cart

Why do I need the cart?

You can add all products to the cart which you would like to buy.
If you have added all desired products to your cart, you will see the quantity and the amount. Thus, it is easy to control the order value and the product quantity.

Can I edit or delete products in the cart?

Why certainly! You can change the product size as well as the product quantity. Furthermore, you can delete products or add new ones.

I have a voucher. How can I redeem it?

You can redeem the voucher in our store. But it is also possible online or by phone.
For online purchases you will find a special field in your cart where you can enter the voucher code. After this code entry, the value is offset against your order.
Please note that some vouchers are only valid with a minimum order value. Furthermore, only one voucher code can be entered. If you would like to redeem several vouchers, please enter your comment in the appropriate form field at the end of the order process.
 
If you would like to order by phone, please give your voucher code to the customer consultant. In the store, you show the voucher at the cash desk and the value is offset against the price.

All I want is in my cart. What do I do next?

Returning customer?
After having completed your online purchase, you click on the button "Proceed to checkout", Then, you enter your email address and your password and follow the instructions to complete your order.
Choose your desired payment method and check your order. If you are sure about the correctness of your entries and your products in your cart, click on "Complete order". Ready! Then, you will get an email that confirms your order.
 
New customer?
If you are a new customer, you firstly have to enter your personal data and your shipping and invoice address. By entering and fixing a password you decide to create a customer account. Otherwise you only want to order once.
Subsequently, you choose the desired payment method, check the correctness of your entries and then click on "Complete order". Ready! You will get an email that confirms your order.

Delivery

To which countries do you deliver?

Your location does not matter - we will always deliver!
You will find detailed information here "Shipping costs". The delivery is done by our logistics partner DHL (subsidiary of Deutsche Post).

How much are the shipping costs?

Pay a shipping cost of 5,90 € once and buy as many products as you want (only valid in Germany)!
For order values above 150,- € the shipping costs are not calculated (only valid in Germany). For international shipments please click here.

Who will send my order?

The delivery is done quickly and reliably by our logistics partner DHL (subsidiary of Deutsche Post) to every address!
If you are not at home on the delivery date, you can enter another shipping address (e.g. DHL pack station, work place, neighbour or another address of your choice). Your parcel will be sent to your entered address.

How long is the delivery time?

Usually it takes between 3-5 working days from when your order has been processed.
However if for some reason it does take longer, then please contact our UK office on 01223 901 003 or email us at info@tennis-point.co.uk.
 
Please note that weekend and holidays can delay the shipment.

My order has still not arrived and it is passed the expected delivery date.

Please contact our UK office on 01223 901 003 or email us at info@tennis-point.co.uk someone will be able to assist you with any order queries. .

Will I receive all products at the same time?

If you have placed an order with one or more products, you will receive these products at the same time.
In the case if one or more products are not in stock at the time of your order, these products can be sent afterwards if you like.

Do I have to pay shipping costs repeatedly?

No, this is the task of Tennis-Point! That means, if products have to be sent on, you do not pay additional shipping costs.

Help, my order is not complete - what can I do?

In this case, please firstly check the product codes on the accompanying document with the delivered products.
If products are missing although they are listed, please contact our customer service.

Can I use different shipping and invoice addresses?

No problem! Please enter the desired shipping and/or invoice address.

Return/Cancellation

How can I cancel an order?

You can place an order via our onlineshop, by phone, email and by mail or fax.

I do not like the product. How can I send it back?

If you do not like the products or if the size does not fit, you have the possibility to send them back to us within the next 100 days after receipt of the goods. The purchasing price will be booked to your account. You can also exchange the products for other colours or sizes.
 
In all cases, the products have to be sent back in the original condition (that means without visible wearing evidence, with labels, clean and free of damage). Our return department checks all products.
You are responsible for the return of the products as long as we receive the products.

How do I send the products back?

As an online mail-order firm it is important for us that you can easily send your products back.
After receipt of the goods you have 100 days to send one or more products back. For this purpose please fill in the enclosed return form.
Please indicate carefully your order number and your address. Furthermore, mention whether you would like to change the goods or if you would like to receive a reimbursement.

I cannot find my return sticker. How can I get a new one?

In this case, please contact our hotline. We will send you a new return sticker.

I cannot find my return accompanying document. How can I get a new one?

Please contact our hotline. We will send you a new return accompanying document.

How long can I make use of my right of withdrawal?

Legally, the right of withdrawal is 14 days. Voluntarily, we have prolonged the right of withdrawal to 100 days.
After receipt of the goods you have 100 days to send one or more products back. In this case, please fill in the enclosed return accompanying document and affix the return sticker on the parcel.

Do I have to pay for the return?

In Germany you can send the products back without paying shipping costs. Please use the enclosed return sticker and the return accompanying document.
 
Please note that returns are only postfree in Germany. We do not bear the expenses for returns from abroad.

My return is executed, but the shipping costs are not reimbursed.

We reimburse the ordered value if you deny the products. The shipping costs for returns are only payed from us within Germany.

How long does it take until the return is executed?

Dependent on the courier service, the return can last 7 days. As soon as we receive the shipment, we examine and execute it as soon as possible.
We will inform you about the receipt of goods by email, after having checked the goods.

I have sent a product back and it was changed wrongly.

You have got a reimbursement instead of an exchange? The reason for that can be that we did not have the desired size in stock. In such cases the value is booked automatically to your account.
In all other cases, our customer service will help you.

What happens if I have already payed the goods?

In that case we naturally reimburse the amount to your account.
Alternatively, we credit the amount to your customer account for your next purchase.

You have reimbursed a wrong amount!

We are very sorry - please contact our customer service in this case.
Our employees will help you and will quickly find a solution.
Please note that reduced products are reimbursed with the purchasing price even if the products are now offered of the normal price.

Complaint/Warranty

My product is damaged. How can I complain it?

If products are damaged, we directly send them back to the manufacturer and complain to them.
Of course, you can send the products back to us without paying shipping costs. According to your wish you will get your money back or we send you an exchange product.
For a return, please use the enclosed return sticker and the return document.

Can I complain without sending the product back?

Unfortunately, this is not possible because we send damaged products back to the manufacturers so that they can examine and improve the products.
Please send damaged products back to us.

Who bears the expenses of the return?

In Germany Tennis-Point bears the expenses of the return!
Please use the enclosed return sticker and the return document.
 
Please note that we do not bear the shipping costs for returns from abroad.

I cannot find my return sticker. How can I get a new one?

In this case, please contact our hotline. We will send you a new return sticker.
If you have an online customer account, you can easily print your return sticker.

How long does the complaining process last?

Dependent on the country from which you send the products back and dependent on the courier, the duration of the complaining process can vary.
Within Germany it can last 3 workdays until we receive the products. At the same day we will execute the return. In total, the process can last 4-5 workdays.
 
Returns from abroad can last more than 7 workdays until the return is ready for our execution.
 
Please note that weekend and holidays have to be added to this period.
 

FAQ Payment

Which methods of payment can I use?

We accept banktransfer, credit card payments (MasterCard, Visa) and payments via PayPal.

What is important for payments from abroad?

Please use the EU standard transfer or the appropriate online menu for online payments if you transfer money from abroad (within the European Union).
The following data are absolutely necessary for foreign payments: first name and last name, company name of the beneficiary, IBAN (international account number) of the originator and the beneficiary and BIC (SWIFT-CODE) of the beneficiary's bank.
You get the IBAN and the BIC from the remittee. You can find your own IBAN on your account statement. Please pay attention to the correct entry of the IBAN and the BIC for online transfers.

What does SEPA mean in connection with foreign transfers?

"SEPA stands for Single Euro Payments Area in which all payments are handled as domestic payments. Since the beginning of SEPA in January 2008 a difference between national and international payments does not exist any longer. Users of transaction services are able to make cashless euro payments with SEPA only from one account within Europe. It is easy, efficient and secure to use the uniform payment instruments (SEPA transfer, SEPA debit and SEPA card payments) like the previous payment instruments on the national basis." (Quelle: http://www.bundesbank.de/zahlungsverkehr/zahlungsverkehr_sepa.php)

Before the choosing of the shipping address another price has been shown - how can that be?

Because of legal regulations some countries have to be handled with another VAT rate.
Thus, the prices in the online shop are calculated again and can differ from the ones shown before.
 
If you have any further questions concerning this matter, please contact our hotline.

How does a refund of a credit take place (e.g. after a return)?

'Easy (and) uncomplicated. Send the goods back to our shop and we reimburse the amount to your account that has been indicated for the order.

What do you do with the credit card data and the account data - are they saved?

Your confidence is important for us!
You can be sure that your personal data as well as your credit card data and your account data are not given to a third party. They are only used for the order process.
If you order online and pay by credit card, your credit card data (i.e. credit card number, duration of validity, check digit, credit card name) are only transferred to companies that are involved in the payment process. Your personal credit card data are not saved by Tennis-Point.de.
 

FAQ Account

Is it necessary to have a customer account?

No, a customer account is not necessary - it is also possible to execute an order without having a customer account.
But we recommend to create a customer account if you want to profit from numerous features as order control, getting a premium by canvassing, printing of return stickers and return forms etc.

What is the profit of a customer account?

You are always up to date! At any time you can get free information about invoices, orders and returns.
We recommend to create a customer account to profit from numerous features.

How can I create a customer account?

You are a new customer and you would like to create a customer account at tennis-point?
In that case, please click on "Login & Service" at the dark top of the shop, then click on "Not a customer yet? Create an online customer account now", then, click on the button "I would like to create an account to handle my orders faster" now enter your personal data.

How can I retrieve the content of my account?

After having created a customer account you are able to retrieve its content at any time.
You only have to enter your e-mail address and your password after clicking on "Login & Service" at the dark top of the shop.

Is it possible to enter and administer several addresses?

Why certainly!
You can enter and administer up to 5 different addresses (for example standard address, company address, address of the pack-station, etc.) You can enter, handle or delete these addresses in your customer account in "My address book".

Where can I change my data?

If you want to change your data you have to log in with your e-mail address and your password and then click on " at the left side. Change my data " to change first name and last name; click on "My address book" to enter, change or delete invoice address and shipping address.

I cannot log into my account.

Please make sure you have the correct email address and password, try and click through the ‘forgotten password’ link. If after this you still cannot log in please contact our UK office on 01223 901 003 or email us at info@tennis-point.co.uk someone will be able to assist you with any queries.

I have forgotten my password. What can I do now?

Don't worry. Click on "Login & Service" at the dark top of the shop, then click on "Forgot password?" enter the predefined security code and your e-mail address, then click on "Continue".
You will get an e-mail containing a link to demand the final password.

How can I change my password?

If you would like to change your password, please log in with your e-mail address and your password and choose "Change my password". Enter your old password in the first line. Below, you enter your new password and then again your new password for confirmation. You save your new password by clicking on "Save data".

Can I see my orders?

Yes. You can see your orders if you are logged in successsfully. You then have to choose the feature "My orders" at the left column. You can find information about order date, products, sum and order status. It is easy to control your order process and you can get general information about current and previous orders.

How can I print the return form?

By clicking on "My orders" in your customer account you have the possibility to print the return form for the chosen order by clicking on it.

How can I delete my customer account?

Regretful we notice that you would like to delete your customer account at tennis-point.
To delete your account, you firstly have to log in with your e-mail address and your password. Then, you choose "Delete account".
 

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