Welcome to Wilson Shop’s FAQ section. We’ve compiled answers to the most common questions about our tour-level tennis gear, delivery services, and customer policies. Whether you’re a competitive tournament player or a club enthusiast, find the information you need below.

About Our Products

Q: What makes Wilson Shop equipment different from regular tennis gear?
A: We specialize in tour-proven performance gear designed for serious players. Our rackets, shoes, and accessories are selected for their competitive edge, just like the equipment used by professional players worldwide.
Q: Do you offer equipment for different court surfaces?
A: Absolutely! Our clay court shoes are specifically engineered for optimal slide and traction, while our complete range includes gear suitable for all court types. Check our menu for specialized products.
Q: Can I get my racket pre-strung with specific strings?
A: Yes, we offer professional stringing services. However, please note that custom string jobs are final sale and cannot be returned unless defective, due to their personalized nature.

Ordering & Account Questions

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Q: How do I track my order?
A: Once your order ships, you’ll receive a confirmation email with detailed tracking information. All our shipments come with global tracking capabilities through our premium carriers.
Q: Can I change or cancel my order after placing it?
A: Due to our swift 1-2 business day processing time, changes or cancellations must be requested immediately by emailing [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered processing.

Shipping & Delivery

Q: What are my shipping options?
A: We offer two premium shipping methods:
– Standard Express (£12.95): 10-15 day delivery via DHL/FedEx (recommended for tournament players)
– Free Value Shipping: 15-25 day delivery via EMS for orders over £50 (ideal for planning ahead)
Q: Do you ship worldwide?
A: We serve tennis enthusiasts globally, excluding select regions in Asia and remote areas due to logistical constraints. Our checkout process will automatically verify if we can deliver to your location.
Q: Why does shipping take 10-25 days if it’s express?
A: Our “express” refers to professional handling rather than air freight. This ensures your performance gear arrives in tournament-ready condition while keeping costs reasonable for competitive players. Processing time is always just 1-2 business days.

Returns & Exchanges

Q: What is your return policy?
A: We offer a 15-Day Match Point Guarantee. Items must be returned unused in original condition within 15 days of delivery. Return shipping costs are the customer’s responsibility.
Q: Can I return customized equipment?
A: Due to their specialized nature, custom string jobs and personalized items cannot be returned unless defective. Standard merchandise follows our regular return policy.
Q: How long do refunds take to process?
A: Once we receive and inspect your return, refunds are processed within 5 business days. The timing for the refund to appear in your account depends on your payment provider.

Product Care & Performance

Q: How should I maintain my clay court shoes?
A: Our clay court shoes are built for intense slides, but we recommend brushing off excess clay after each use and storing them in a dry, ventilated area to maintain optimal performance.
Q: What’s the best way to transport my rackets?
A: Our tour-grade racket bags are designed specifically for professional racket protection during travel. We recommend using them rather than regular sports bags to maintain your equipment’s condition.
Q: Do you offer stringing advice for different playing styles?
A: While we don’t provide personal coaching, our string reels and sets include performance specifications to help competitive players select the right tension and material for their game.

Still Have Questions?

Our customer service team serves players with the same precision we put into our tour rackets. Contact us at [email protected] for any additional inquiries.

Wilson Shop Headquarters:
70 Albert St, Dundee, GB DD4H 6XU