Black Friday FAQs

Please ensure that you include as much information about your query in your first message (including your order number!) so that our team can help resolve as quickly as possible. 

 

General

Who do I contact if I need help with my order?

Contact us through our online contact form here; or email customerservices@y1sport.com


When will I receive my order?

Please allow 5-10 working days from your order being shipped, for your order to arrive due to the high volume of parcels being shipped at this time of year - please do not contact us until after this time frame.

You will automatically receive an email notification when your parcel has been assigned a tracking number (Note: this does not mean that it is guaranteed to catch that afternoon's courier pickup; so your order might be shipped the next working day).


Can I change my order if I’ve made a mistake?

We unfortunately cannot guarantee that we will be able to edit your order, however, we will do our best to accommodate your request. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com


Can I return my order?

We do not accept returns or exchanges of Mystery Boxes or Prototype sticks. All other items purchased separately, we do accept returns within 14 days of purchase. They must be returned in brand new condition with all packaging and tags attached - if goods are returned in any other condition, we reserve the right to refuse the return.


Can I exchange my order?

We do not accept exchanges. You must return your order for a refund within 14 days of purchase and re-order online.


I placed two separate orders, can you combine my orders?

We unfortunately cannot guarantee that we will be able to combine your order as the warehouse management system takes each order at a a time, however, we will do our best to accommodate your request. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com


I've only received part of my order - where is the rest of it?

Not all items are able to fit in our stickboxes - so some orders may be shipped in multiple packages. The courier you chose at checkout may deliver these separately, and hence we ask for your patience as you may receive goods separately and on different days during the busy Black Friday period. Please only contact us about delivery queries 7 working days after your order wash shipped.

 

How long does a refund take to process?

3-5 working days from receipt of the parcel at our warehouse. It is the customer’s liability to ensure that the parcel is returned successfully to our warehouse - hence we recommend using tracked delivery.


I haven’t received my tracking number, where is it?

You will automatically receive an email notification when your parcel has been assigned a tracking number (Note: this does not mean that it is guaranteed to catch that afternoon's courier pickup; so your order might be shipped the next working day).

If you have not received this within 5 working days, then please contact us on our online contact form here or via email at customerservices@y1sport.com. Please do not contact us if it has been less than 5 working days.

Please allow extra time for delivery of parcels during the busiest time of year.

 

There has been no update on my parcel via my tracking number. Where is it?

If there has been no update scan of your parcel by the courier after 2-3 working days of the last update scan, then contact us on our online contact form here or via email at customerservices@y1sport.com. We will then contact the courier chosen by you at checkout and try to resolve your request ASAP.

You will automatically receive an email notification when your parcel has been assigned a tracking number (Note: this does not mean that it is guaranteed to catch that afternoon's courier pickup; so your order might be shipped the next working day).

Please allow extra time for delivery of parcels during the busiest time of year.


I haven’t received an email confirmation of my order.

If you have not received an email confirmation, it likely means that the purchase was unsuccessful. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com and we will confirm as to whether your order was placed successfully.

Please note: any unsuccessful order will show the order value in “Pending Transactions” in your bank account, but no money will be taken from your account.

 

Restock

Will you be restocking Mystery Boxes?

We might have something for you when the Prototype Sticks land...keep an eye out!


Will you be restocking Prototype Sticks?

No - don’t miss out, order now!

 

Mystery Boxes

Can I change the size of my Mystery Box?

We unfortunately cannot guarantee that we will be able to edit your order, however, we will do our best to accommodate your request. Please contact us ASAP on our online contact form here or via email at customerservices@y1sport.com


Can I return my Mystery Box?

We do not accept returns or exchanges of Mystery Boxes. All other items we do accept returns within 14 days of purchase.


Can I return individual items from my Mystery Box?

We do not accept returns or exchanges of individual items from Mystery Boxes. All other items purchased separately, we do accept returns within 14 days of purchase.

 

Prototype Sticks

When are the Prototype Sticks released?

Thursday 24th November at 6pm.

Want early access? Follow the steps below:

  1. Add Y1 Hockey to your contacts: +44 7552 020346
  2. Message us on WhatsApp “BF22” and you will be added to the early access list
  3. We will message you with secret links and exclusive discount codes!

Can I exchange my Prototype Stick for another stick?

We do not accept returns or exchanges of Prototype sticks or Mystery Boxes. All other items purchased separately, we do accept returns within 14 days of purchase.


My Prototype Stick has become faulty. What can I do?

Unfortunately, as it reads in the disclaimer, we do not guarantee against faulty Prototype Sticks. You purchase these goods with the knowledge that: “There is always a risk involved due to this being the first production of a new stick development. To offset this risk, we offer these sticks at the cheapest price on the market.”

All deliveries are carbon neutral
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