CUSTOMER SERVICE TEAM: Frequently Asked Questions (FAQs)
Below are links to customer FAQs which can be accessed via https://unsquashable.com/pages/frequently-asked-questions-faqs in the footer of the website.
Payment: https://unsquashable.com/pages/payment
Delivery: https://unsquashable.com/pages/delivery
Return: https://unsquashable.com/pages/returns
Squash Rackets (including stringing): https://unsquashable.com/pages/squash-racket-faqs-frequently-asked-questions
Squash Shoes (including sizing): https://unsquashable.com/pages/frequently-asked-questions-faqs-squash-shoes
Squash Clothing (including sizing): https://unsquashable.com/pages/frequently-asked-questions-faqs-squash-clothing
UNSQUASHABLEVIP Portal:
To access the UNSQUASHABLEVIP Portal, customers need to have the tag ‘Member:VIP’ & agree to receive emails with ‘Customer agreed to receive marketing emails’ ticked – if individuals unsubscribe, their access to the UNSQUASHABLEVIP Portal will be denied.
The UNSQUASHABLEVIP Portal can be accessed by clicking the 'UNSQUASHABLE VIP' [https://unsquashable.com/collections/unsquashable-vip] link in the website footer once the customer is logged into their account.
Customers will not be able to access the portal until they are logged into their account – if they can’t remember their password, they need to follow the standard ‘Forgotten Password’ procedure.
UNSQUASHABLEVIP members receive a minimum of one eshot per week which explains the above procedure – if they can’t or don’t want to follow this procedure, they can access our bestselling free shipping offers by clicking the link below which I suggest you share with all customers queries:
https://unsquashable.com/collections/exclusive-freeshipping-collection
Sponsorship Portal:
To access the Sponsorship Portal, customers need to have the tag ‘Member:Sponsorship’ & agree to receive emails with ‘Customer agreed to receive marketing emails’ ticked – if individuals unsubscribe, their access to the Sponsorship Portal will be denied.
The Sponsorship Portal can be accessed by clicking the 'SPONSORSHIP PORTAL' [https://unsquashable.com/collections/sponsorship-programme-portal] link in the website footer once the customer is logged into their account.
Sponsored players will not be able to access the portal until they are logged into their account – if they can’t remember their password, they need to follow the standard ‘Forgotten Password’ procedure.
Sponsored players receive a minimum of one eshot per month which explains the above procedure – if they can’t or don’t want to follow this procedure, they can access our bestselling free shipping offers by clicking the link below which I suggest you share with all customers queries:
https://unsquashable.com/collections/exclusive-freeshipping-collection
Army Squash Portal:
To access the Army Squash Portal, individuals need to have the tag ‘Member:Army’ & agree to receive emails with ‘Customer agreed to receive marketing emails’ ticked – if individuals unsubscribe, their access to the Army Squash Portal will be denied.
The Army Squash Portal can be accessed by clicking the 'ARMY SQUASH PORTAL' [https://unsquashable.com/collections/army-squash-portal] link in the website footer once the customer is logged into their account.
Army Squash members will not be able to access the portal until they are logged into their account – if they can’t remember their password, they need to follow the standard ‘Forgotten Password’ procedure.
Army Squash members receive a minimum of one eshot per month which explains the above procedure – if they can’t or don’t want to follow this procedure, they can access our bestselling free shipping offers by clicking the link below which I suggest you share with all customers queries:
https://unsquashable.com/collections/exclusive-freeshipping-collection
UNSQUASHABLE OUTLET:
The UNSQUASHABLE OUTLET is used to sell end of line, ex-display and ex-demo products at significantly discounted prices. Such items may have been used for promotional purposes and/or product testing are clearly identified as 'OUTLET' products and are non-returnable.
All 'OUTLET' products include the following explanatory sentence in the product description 'Please note that this an UNSQUASHABLE OUTLET product that is non-returnable, so please ensure that you are happy to receive the item as featured.'
Broken String Refund/Warranty Policy:
As detailed in our Refund Policy https://unsquashable.com/policies/refund-policy & Squash Racket FAQs https://unsquashable.com/pages/squash-racket-faqs-frequently-asked-questions 'UNSQUASHABLE does not offer Warranty on any string wear/breakages or broken, cracked or snapped bumper-grommet strips' – the reason that we do not offer warranty on strings is that string breakage can be due to many factors that are not related to the quality of the string, including hitting the ball off-centre.
Often customers do not realise, or want to accept, that string breakage is not due to the poor quality of the string & therefore as a gesture of goodwill we have created a product SKU https://unsquashable.com/products/unsquashable-squash-string-black-10m-sets-loose which comprises FOC sets of string to be sent to customers who complain that the strings in their racket have broken. Each customer should receive two 10 meter sets - one set for the customers to restring their racket & the other set for the customer to give to the stringer, if applicable, as payment.
Free Shipping Policy:
We offer free shipping in the UK across a wide range of products. All products offered with free shipping can be identified by ‘FREE SHIPPING’ included in the product name. Please note that ‘Delivery charges will apply to other purchases unless specifically identified as a FREE SHIPPING offer’ which is included with the product description.