FAQs

CONTACTING US

Can we contact you about events happening at the Ascot Racecourse?

The Online Ascot Shop is operated by The Great Branding Company Ltd which has licence by Ascot Racecourse Ltd to produce and sell their official apparel and merchandise. This means unfortunately, we are unable to assist with enquiries about Ascot races or events but they can be reached via their contact us page .
 

How long will you take to reply to my enquiry via the Contact Us form? 

We aim to respond to all enquires the same working day. If you submit your enquiry over the weekend, then this will be responded to on the Monday. Alternatively, you can reach us on our web chat in the bottom right hand corner of the page which operates during working hours.

PRODUCTS

Where can I find a size guide? 

Please refer to our Sizing Information page for further details.
 

Can I get custom sizes if the size is not stocked online? 

Unfortunately, custom sizes are not available through The Online Ascot Shop.  
 

Can I buy products from the website in Ascot Shop at the racecourse (and visa versa)?

Some products that we supply online can also be found at the Ascot Shop in Berkshire. However, we cannot guarantee that the Ascot Shop has stock of all items and we cannot advise what stock they do hold. In addition, items brought at the Ascot Shop in Berkshire cannot be returned to us online. 

MY ORDER

I have not received an order confirmation email, what shall I do? 

If you have not received an order confirmation right away, please check your spam email folder.  
 
If you have not received your order confirmation by the morning of the next working day then please Contact Us and we will double check that your transaction went through and send across your order confirmation manually.  

Can I change or amend an order when it’s been placed – (size, address etc..) 

Depending at what stage your order is being processed, we cannot guarantee that your order can be amended.  
 
If you have accidentally entered your delivery address incorrectly, please Contact Us as soon as possible. Depending on the status of your order, we cannot guarantee we can update the delivery address of your order, however we will always try our best. 
 

Discount/Promo codes – how do they work?

If you have received a discount code from us, please copy and paste the unique code into the box for discount codes at checkout.

eGift cards – how do they work?

If you have received an eGift card from us by email, please copy and paste the unique code into the box for gift cards at checkout. Please note, eGifts can only be used online at The Online Ascot Shop. They cannot be used at the Ascot Shop in Berkshire.

Do you offer the option for a gift note?

At present, we do not offer a gift service option.
 

Do you offer student discount?

Unfortunately, we do not offer student discounts.
 

DELIVERY

How much is delivery and when will my order be delivered? 

Please view our Shipping Information page for further details.  

Some products may have a slightly longer lead time to our standard delivery times due to being bespoke or made to order. This would be highlighted on the product page or those products.

Import duties and custom taxes  – do I have to pay for them?

Please view our Shipping Information page for further details.  

Can I track my order?

You will receive a tracking reference with your despatch notification from us by email. Please note, your order may arrive in more than parcel in which case you will be emailed separate tracking numbers for those shipments.

I am missing an item from my order? 

Your order may be despatched in more than one parcel. You will have received despatch emails from us showing you what items are being despatched at that time. If you did not receive an item where you have been notified of despatch then please Contact Us and a member of the team will look into this for you. 

Faulty/Incorrect Item Received 

Please follow our Returns Policy for further instructions.  

I would like to return an item 

Please view our Returns Policy for further details about returns. 
 

PAYMENTS

What payment options do you offer?

Through our secure payment gateway, we offer the below payment methods:
Maestro, Mastercard, VISA, Shop Pay, Apple Pay and Google Pay.
We also have accelerated payment options available with Paypal.


What currencies can you take payment in?

Our website currency is in Great British Pounds (GBP) but we can accept payments worldwide. The exchange rate will be determined by the banks and international credit and debit card issuers.


How long does it take for a refund to be processed into my account? 

If your return has been approved for refund, please allow up to 10-14 working days for your refund to be processed. The funds will be refunded back onto the payment method you used to place your original order.