Client services

Ordering

How do I place an order?

It's very easy to place an order on the Hockey Player website. Once you have selected the size and colour of your favourite item, click on the Add to shopping bagbutton. When you have finished adding items to your shopping bag, select a delivery method and a payment method. After your payment has been accepted via Ogone's secure website, you will receive an e-mail confirming your order. We will send you another e-mail when your order has been shipped.

 

How do I register as a new customer?

To register as a new customer, click on Sign in. You will be able to enter your e-mail address and a password of your own choosing. We will then ask you to enter a number of details in order to complete your registration. Each time you place an order, you will be given the option of changing your details, adding a new delivery address or editing an existing address.

 

What will happen with my personal details?

Your personal details will only be used for the purposes of managing your order.

 

I have forgotten my password. What should I do?

If you have forgotten your password, you can request a new one. To do so, select Forgot your password?under the Sign intab. You will then be sent an e-mail containing a new password.

 

In which countries can I place orders online?

Hockey Player delivers to Belgium, the Netherlands, Luxembourg, France, Germany and the United Kingdom. For orders to be delivered to other European countries or international shipments, please contact info@hockeyplayer.be

 

Can I also place an order for my company through this website?

If you wish to place an order for multiple items, it is best to contact our specialist department, info@hockeyplayer.be or you can use our contact form.

 

Payment

How can I pay on this site?

In order to pay for your purchases on this site, you can choose from the following payment methods:

 

 

Are my payments secure?

To ensure that your payments are secure, we work with Ogone. The security system used by Ogone is one of the most reliable and secure systems in the world. Hockey Player does not have access to the confidential payment details of our customers, nor do we save these details.

 

What if my payment is declined?

A payment can only be declined by your bank; this has nothing to do with Hockey Player. Depending on the payment method you have chosen, you will also be given a reason for the refusal. You can then contact your bank or select a different payment method.

Your order will only be processed once your payment has been confirmed.

 

Can you send me an invoice made out to my company?

You will receive an electronic invoice for each purchase. However, if you wish to receive an invoice which is made out to your company, please contact our Customer Service department via our contact form.

 

Deliveries

Delivery to your home or office

Your parcel is delivered conventionally to the address of your choice (home or office). After ordering, you receive an order confirmation, which gives you the opportunity to track your parcels online. If you are not there to take delivery, an advice note will be left and your parcel will be available for pick-up at the designated pick-up point for 15 calender days.

 

Delivery to a pick-up point

Your parcel is delivered to a post office or a Post Point. You can choose from more than 1.250  bpost pick-up points when you order. The parcel will be available for pick-up at the designated pick-up point for 15 calender days.

After ordering, you receive an order confirmation, which gives you the opportunity to track your parcels online.You will be notified that your parcel is available for pick-up and you will receive a reminder a few days later if you havent yet picked it up.

 

Delivery to a parcel machine

Your parcel is delivered to an automated bpost parcel machine. These machines are open 24/7. All you have to do is register at www.bpack247.be

Registration is free of charge. The parcel will be available for pick-up at the designated parcel machine for 5 calender days. After ordering, you receive an order confirmation, which gives you the opportunity to track your parcels online. You will be notified that yourparcel is available for pick-up and you will receive a reminder a few days later if you havent picked it up.

 

Delivery charge

We offer free of charge delivery on orders over 150 euros.

For other orders, the following rates are applicable (BPost):

  • Belgium, the Netherlands, Luxembourg: 6 euros

  • France, Germany, the United Kingdom:   10 euros

  • other countries:                                          contact us

     

Returns

What conditions must be satisfied by a product I wish to return?

    • It must be in a new state.

    • It must be in its original packaging, including the Hockey Player price tag and brand label.

    • It must be unworn and unwashed.

    • It must be complete (i.e. which came with the original product).

    • It must be packaged in a sufficiently sturdy and neutral box (not showing a logo), so that we receive the product in an undamaged condition.

       

      How long do I have to return an order?

      You have 14 calendar days to return an order, calculated from the day following the delivery of the product.

      Once you have requested a return by sending an email toinfo@hockeyplayer.be, your returned package must reach us within 7 days.

       

      How much does it cost to return an order?

      You can return an order via BPost or opt to use a different method to return your package,  all at your own expense.

       

      Will I get my money back if I return an order?

      If the product you are returning satisfies all the conditions (in new condition, in its original packaging, unworn and unwashed etc.), the purchase price of the returned product will be refunded within 30 days. Only the amount actually paid will be refunded. You will be sent a credit note by Hockey Player.

       

      Can I exchange a product?

      If you wish to exchange a product for a different product or a different size or colour, you must return the product which you originally ordered and place a new order for the product you would like instead.

      If the returned product satisfies the conditions, we will refund your payment and send you a credit note.