Help and contact

You can correct it yourself, as long as the order hasn't gone into preparation yet. The "Change my delivery address" button is in the order details in your account, and the link is also included in your confirmation email.

Only the address for this order is changed: your address book isn't affected. The country, however, can't be changed, and if the new address isn't served by the carrier chosen when you placed the order, the change will be refused. In that case, please get in touch with us.

Once preparation starts in our workshop, or once the parcel has been dispatched, the address is locked. Contact us straight away: we'll check with the carrier what's still possible.

Declare your return from your account: the label is generated automatically once you've selected the items.

Once we receive the parcel at our warehouse, your refund is processed within 24 to 72 working hours. You can also opt for store credit instead, which is available straight away, without waiting for your bank to process the refund.

This is a carrier after-sales case, not to be confused with a product after-sales case. You can declare it from your customer account, and it covers four situations:

• parcel not received;
• missed delivery attempt;
• late delivery;
• damaged or broken parcel.

For a damaged parcel, at least one photo is required: it's what opens the claim with the carrier. Report the damage within 72 hours of delivery, after that the carrier will refuse the claim.

This time it's a product after-sales case: a cracked frame, a sole coming away, a manufacturing fault. You can also declare this from your customer account, by selecting the relevant order and item.

The online after-sales service covers orders delivered within the statutory warranty period. For an older purchase, please get in touch with us: we'll review it case by case with the brand.

Leave us a message from your order details page, in your customer account. This is the safest way: your message puts the order on hold in our workshop, so it won't go into preparation until we've read it.

Just tell us what's wrong: size, colour or model. We'll get back to you to make the change as soon as possible, usually within the same working day. If the item you want isn't available, or you'd rather start over, we'll cancel the order and refund you.

The delivery address, on the other hand, can be corrected on your own from the order details page, without needing us.

The configurator on the product page guides you through it: string type, gauge, colour and tension. At each step, the string's characteristics are shown, so you don't need to know the reference numbers by heart.

If you're just starting out, or coming back after a break, don't chase the perfect tension: start with the tension recommended for your racket, play a few sessions, then adjust by a kilo at your next restring. Strings naturally lose tension over time and with use, that's completely normal.

Not sure which string suits your level or playing style? Write to us with your racket, your level and how often you play: we'll come back to you with two or three suggestions.

Any order placed before 2pm on a working day ships the same day. Your tracking number is emailed to you as soon as the carrier picks up the parcel, usually late afternoon.

The most up-to-date status is always the one in your account: parcel status, tracking number and invoice are all there, no need to write to us.

Delivery is free from €69 of purchases to France, Germany, Spain, Italy, Portugal, Belgium, Luxembourg and the Netherlands, and from €149 to Austria, Denmark, Hungary, Poland and Sweden. Below that, the exact cost depends on the delivery method chosen and is shown in your basket, before payment.

Choose between home delivery or a pickup point. The pickup point you select stays visible in the order details, in your account.

It depends on the model. If the racket comes factory-strung, the product page shows this automatically: there's nothing for you to do, it ships ready to play.

Otherwise it's delivered unstrung, and the configurator on the product page lets you choose the strings and the tension in kilos. We then string the racket in our workshop before shipping, which adds one working day to preparation.

The field is in your basket, below the order summary, before the payment step. A code can no longer be applied once the order is confirmed, so check the total before you pay.

Store credit from a return and gift cards are entered in the same place. Only one promo code per order, but it can be combined with store credit.

From the login page, click Forgotten password: you'll receive a reset link by email, valid for one day.

If the email doesn't arrive, check your spam folder, then make sure you're using the address the order was placed with.

Yes. The countries we deliver to and their rates are shown at the delivery step, once you've entered your address: the cost depends on the destination and the weight of the parcel.

Delivery times vary with the destination country, and tracking remains available in your account throughout the journey.

We don't offer exchanges as such: the process is a return, followed by a new order. This is actually quicker for you, because your new size ships straight away, without waiting for the original item to come back to us, and it stays in stock in the meantime.

Order the replacement straight away and we'll waive the return postage, as long as the new item is the same price or more and you order it before we receive your parcel back. We check the new order and confirm the waiver in your return tracking.

Declare the return from your account: the label is generated automatically.

You have 30 days from the date of your order to declare a return, from your customer account.

Return costs depend on what you choose:

• Store credit: postage is free, no conditions attached. It's available immediately, without waiting for your bank to process anything.
• Refund: return postage is charged to you and deducted from the refund. €8 if sending from France, €10 if sending from the EU, €15 from outside the EU.
• You order a replacement straight away: postage is free (same price or more, and ordered before we receive your parcel back).

The label is valid for 7 days: drop off the parcel within that time, otherwise you'll need a new one generated.

Yes, and this is built directly into the configurator: the mains and crosses tensions are set separately, so there's no need to write to us for this. We'd also recommend dropping the crosses by around a kilo, for better performance.

For hybrid stringing, two different strings between mains and crosses, let us know in the message field in your basket, with both references and both tensions. We'll string it exactly as requested.

Stringing costs €9.90, whatever string you choose. Logo stencilling on the strings is available as an option for €3.

As for timing, allow one extra working day. Over the last three months, orders without stringing shipped in 0.6 days on average, and those with stringing in 1.0 day: our workshop strings the racket the same day or the next.