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Frequently Asked Questions

How do I contact you?

If you would like to contact us please click here.

What are your call centre hours?

Our Freephone Order Line (0800 840 8888) and Customer Support Line (0845 618 0469) are open 24 hours a day, 7 days per week

What are your Terms and Conditions?

Please click here to view our Terms and Conditions.

How do I leave a customer comment?

Please click here to contact us or send an email to customerservice@pitch.tv. Your comments and feedback are very important to us.

What do I do should I have a complaint?

Pitch World commits to ensuring that our products and service live up to the expectations of our customers. We believe in having a clear and straightforward complaint handling process. If you feel in any way dissatisfied with the service received, please contact us here, and will be happy to deal with your complaint.

My product was received damaged

Please report any transportation damages within seven days of receipt. Please note that we cannot help with any damage claims reported after seven days of receiving delivery. Please contact our Customer Services Centre on 0845 618 0469 or email to customerservices@pitch.tv and refer to the terms and conditions of sale.

I haven’t received delivery of my order?

We try to guarantee delivery within 14 days of placing the order, although in reality most items will be received within three to five days. If you haven’t received your order within 14 days please contact our Customer Services Centre on 0845 618 0469 or email us at customerservices@pitch.tv.

How do I return an item?

If you would like to return an item please click here to see our Returns & Refunds Policy.

How long does a refund take?

Click here for our refunds policy. We aim to refund your money in as quick a time as possible. However it may take a few days to appear on your card as it is processed by the banks’ system.

I have forgotten my password, how do I get a new one?

If you click here and fill in your email address an email reminding you of your password will be sent to you. Try typing it again to ensure you have not mistyped it. Have you registered using a different email address? If you are still having problems please click here and fill out a form. We will endeavour to respond in 24hrs.

I have changed my e-mail address, do I need to re-register?

No just log-in using your old email address and modify your customer details.

How do I know you will not pass my details to other companies?

At present we do not pass your details onto any third party company. Please see our privacy policy for more information.

Can I use different credit cards with my account?

You can use different credit cards with your account.  All credit card transactions are dealt with by our authorised payment solution provider. No credit card data is stored by Pitch World Limited.

How do I buy an item?

You can purchase here on our website or by calling our freephone 24 hour order line on 0800 840 8888.

How do I order a twin pack of Huggle Buddies?

You can call the UK Call Centre on Freephone 0800 840 8888 and the Call Centre representative will provide the discount code so that you can get £5 for ordering two Huggle Buddies.

How does the order process work?

Click here to read our order process. Not only can you order online 24hrs a day you can also place your order free over the phone on 0800 840 8888.

What does add to basket mean?

When you ‘Add to Basket’ your chosen item is added to your Shopping Basket. The item will stay there until you are ready to ‘Proceed to Checkout’. Remember, you can always remove it later.

What does checkout mean?

Checkout refers to the completion of your order. When you are ready to complete your order click on the ‘Checkout’ button on the Shopping Basket page. You will then be taken through 4 easy steps to complete your order: Personal Information, Delivery Details, Payment Details and finally Order Confirm.

VAT

All prices are inclusive of 17.5% VAT.

How secure is my information?

Please click here to read our privacy policy. All payment information is sent and received using secure e-commerce software. We do not store or save any card information for any orders.

Where do you deliver?

We deliver anywhere in the UK. We know you don't want to be kept waiting for your order. That's why we've arranged a fast, efficient delivery service direct to your home. Most orders are processed and delivered normally within 3-5 working days from payment anywhere within the most areas of the UK. Deliveries to offshore or more remote UK locations may take longer and additional charges may apply, call or e-mail for full details.

Do you deliver to outside the UK?

For deliveries to Eire you can place an order online or by calling our 24/7 Call Centre on 0800 840 8888.

If you are calling from Eire to place an order then please call our dedicated Irish Freephone number on 1 800 944 755.

Please note when ordering online enter postcode as EIRE and the correct shipping charge will automatically be calculated for you.

For Deliveries to Europe you can order in the same way as for EIRE above.

Simply enter your zip code in the address and your country in the postcode field. Then select shipping to Mainland Europe and Channel Isles.

Please note if ordering for European Islands in this way (ballearics/canaries etc)   there may be an additional shipping charge due to courier charges. This will be worked out due to size and weight of order. We will notify you of this prior to despatch in order to confirm order with you.

Can I collect my order?

We do not provide any order collection facilities. However, if you are not at home when the order arrives you will be left details where the order can be collected from.

What forms of payment do you accept?

We accept Credit Cards and Debit Cards. You may also make payment using PayPal.

What forms of credit cards do you accept?

We accept the following credit cards: VISA, MasterCard, Switch, Delta, Electron, Maestro and Solo.

Do you accept postal order or cheque payments?

Yes, if you wish to pay by cheque or postal order please send them with your order and delivery details to Pitch World Limited, 4th Floor Sutherland House, West Hendon Broadway NW9 7BT. Please make cheques payable to Pitch world Ltd and don't forget to put your name, address and a contact telephone number and include the correct postage amount. If you have a particular enquiry regarding this please write to us at customerservices@pitch.tv or use our contact form.

How do I know my Credit Card details are safe?

All payment information is sent and received using secure e-commerce software. We do not store or save any card information for any orders.

Why was my credit card declined?

Your credit card may be declined for many reasons. Some possible reasons for card failure are wrong card number, wrong expiration date, daily transaction limits, insufficient funds, or random security checks by the credit card issuer. In the event of your card being declined for payment the system will inform you and we recommend you contact the bank directly to correct the problem. For privacy reasons, the card issuer never tells us the reasons for card decline.

When do you debit the money from my account?

We debit your account immediately. This helps speed up the dispatch process.

When do I receive confirmation?

You will receive an on-screen confirmation and an email confirmation when you complete your order.

Are all your products guaranteed?

Nearly all of our products come with a manufacturer’s warranty, usually for 12 months. We operate a 7, 14 or 30 day returns policy (product dependant) so you can try the product and return it if it is not to your satisfaction. This does not include personal hygiene products such as creams, facial and body hair removal products etc. which by their nature cannot be re-sold.

When will I receive my order?

Pitch World endeavour to provide a fast, secure and efficient delivery service. On completion of a successful order we guarantee to dispatch the products within 7 to 14 days. In reality this is much faster and the vast majority of our orders are dispatched within 48 hours. We also offer an express handling option for a small additional cost which guarantees priority order processing and endeavours to deliver within 3 - 5 working days.

Can I cancel my order?

You have the right to cancel your order within 7 calendar days from order. You must notify us by phone of your intention to cancel within 7 calendar days from order. After notification we will issue you a returns number that you must quote on the paperwork when returning the goods.

Goods must be returned 'AS SOLD' in the original packaging with all components and accessories. They must be complete, unused, and in 'AS NEW' condition (e.g. if you have opened the box to examine the product it must have been done so without damaging the box and packaging or damaging the product in any way) and must be re-packaged as received.

Goods must be returned to our Returns Department within 14 days from authorisation. We are unable to accept returns of cancelled orders after the 14 days.

Any 'Free and Bonus Gifts' received with the products must also be returned.

We are unable to accept returns of the following items: Opened Pre-recorded DVDs, CDs, Minidiscs, games and software.

Expiry date on Payment Card?

Please ensure that the expiry date of your payment card is after the anticipated despatch date of your order. Payment is taken at the point of despatch for goods and in the event that the payment card has expired we will be unable to take payment and fulfil your order.

If you wish to cancel your order and you have not received the goods please contact our sales department 0800 840 8888. If you have accepted delivery please contact our Customer Support Centre 0845 618 0469. In all cases refer to the terms and conditions of sale as a guide.

Payment and Security

All payment information including credit and debit card information is sent and received using secure e-commerce software. We do not store or save any card information for any orders.

What is Pitch Payment Plan?

Pitch Payment Plan allows customers to spread the cost of a large order across 2, 3 or 4 monthly payments. The first payment is taken when you place your order and the other payments in subsequent months.  We have two Payment Plan options available depending on the order value; these are EPP1 Pitch Payment Plan 2 installments and EPP2 Pitch Payment Plan 3 Installments. Please note that the Pitch Payment Plan is not available when using the PayPal payment method.

The Payment Plan is currently only available by calling our UK call-centre 0800 840 8888

How much extra do I pay if I pay in installments?

Nothing Extra. Pitch Payment Plan is interest free so you only pay for your postage and the goods you ordered, nothing else.

When is Pitch Payment Plan available?

The option to pay by Pitch Payment Plan is offered by Pitch World in respect of large value orders to assist our customers in making payments in more manageable installments. If your order is eligible for either of the Pitch Payment Plan options then these options will be offered to you either at the checkout when ordering online, or by our UK Call Centre agents on our 24 hour free phone order lines. The Pitch Payment Plan is not available when using PayPal.

Can I choose how many installments to pay by?

If you are placing an order with a value of (----) then you will be able to select Pitch Payment Plan 1, which offers 2 installments. If your order is of a higher value and exceeds (-----) you will then be able to choose whether to pay in 2 payments or 3.

Who is eligible for Pitch Payment Plan?

All customers are eligible to use Pitch Payment Plans when they are offered by us; however we reserve the right to refuse to allow payment by Pitch Payment Plan. Please note the Pitch Payment Plan is not available with PayPal.

Can I choose dates for installments?

The first payment will be taken on the date your order is placed.  Your second payment will be processed exactly one month later, and the third payment (depending on whether this option is available and selected) will then be processed exactly two months after the date of the order.

How will I know when the installments are due?

Pitch Payment Plan installment dates will be advised to you when you place your order.  The dates for the installments will also be listed on your invoice and will be available if you log in to your account online.  This information will be on your account page.

How do I pay?

Pitch Payment Plan installments must be paid with a credit or debit card. Please note we are unable to accept Maestro payment cards or PayPal payments for this payment plan. We take payment of the first installment when you place your order and we will collect payment of subsequent installments automatically from this card until the order is fully paid for.

What happens if I miss a payment?

Pitch Payment Plan installments must be paid with a credit or debit card. Please note we are unable to accept Maestro payment cards for this payment plan. We take payment of the first installment when you place your order and we will collect payment of subsequent installments automatically from this card until the order is fully paid for.

Can I use Discount Vouchers/Codes?

Yes. The Pitch Payment Plan works on the basket value, so once any discount vouchers or codes are used the resulting value of your basket will dictate if you are eligible for a Pitch Payment Plan.

Can I change the credit/debit card I use to pay my Pitch Payment Plan installments?

Yes. If you contact our Customer Services Department (on 0845 618 0469), we can update the credit or debit card details held for you. If you change your card details while you have any Pitch Payment Plan installments outstanding, then the next installment(s) due will be taken when you register your new card with us, even if this is earlier than when the installment is otherwise due. If you have an overdue installment, this amount will be taken instead. This ensures that the credit or debit card details have been validated.

How do I settle the account early?

Please contact a member of the Customer Services Department on 0845 618 0469, and a member of the team will be able to take payment from you for your remaining installments in one go.

What happens if I need to return an item paid for with Pitch Payment Plan?

In the unlikely event that you have to return an item, we will refund your credit or debit card for the amount you have paid so far for that item, excluding postage and packaging (subject to our returns policy, see (LINK). If your order was for more than one Pitch Payment Plan item and you still have further installments to pay, then we will adjust your schedule accordingly and notify you by letter. Your statutory rights are not affected.

I'm confused, how are my installments calculated?

Your order value before postage will be split equally over 2 or 3 payments depending on the total order value or payment option chosen. Postage will be added to the first payment taken at the time you place your order.

What happens if the second attempt to take payment fails?

We will attempt to collect an installment three times. On both the second and third attempts an administration charge of £10 plus VAT will be added to your account. If you have still not paid the overdue amount by the end of the third attempt to collect the installment, all outstanding payments due for your items (the missed installment and any future installments otherwise due at a later date) will become immediately payable in full, together with the combined administration charges of £20 plus VAT. A debt collection agency will be instructed to recover these amounts from you and additional charges will be added to the outstanding debt. Document and administration charges of 10% plus VAT will be added when the agency is instructed to recover the debt. This charge will be increased to 25% plus VAT if a doorstep collection is required. Failure to settle the full account with the debt collection agency may result in legal action being taken against you and any legal fees and costs added to your debt. This may result in County Court Judgments against you which may affect your ability to obtain credit in future. Please refer to our full terms and conditions page for further information.

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