Below are answers to some common questions. If your query is not answered below, or you would like more information, please feel free to contact us.

ORDERS

I have some specific requests with my order, how do I let you know?


Sure, let's discuss what you would like to request and if it is possible; just visit the Contact Page for our contact details.




I have placed an order but have forgotten to add some details, how can I change it?


It depends how far along the order we are; if it is something we can change, add or simply remove then you can request the change this up until we are no longer able to do so, or until you have paid the final invoice. Please assume your order is as previously agreed until we confirm the change with you.





BESPOKE DESIGN

I would like to talk through a bespoke design, how do I do that?


Great idea; that's exactly what we would recommend! You can do this by phoning us or emailing us; whichever is easiest for you. All our details are on our Contact Page.




I don't know what I want my design to be like, can you help me design it?


No problem. We can talk through what you like (and, more importantly, don't like) and we can create a design just for you.




What is the difference between a bespoke case and a custom case?


A Bespoke case is created from your order, exactly how you would like it. A Custom case is a case that we have made to our design in a generic spec but can be customised. The custom options will be on the product information page when that case is available.





SHIPPING

I placed my order today, when will it be shipped?


For Bespoke orders, the lead time is currently around 6 months. For Custom cases, depending on the custom selections, it will be between 1 to 4 weeks. For all accessories, you can expect them after 1 week. We will always try to let you know when you can expect your order, and will keep you updated if there is any delay. If you are in any doubt however, please just Contact us.




Do you ship outside the UK?


Yes. Due to the complexity of shipping animal products (leather) outside the UK, please Contact us with what you would like to order and the specific region before completing your purchase. Shipping costs may vary dependent on region.





RETURNS

If I have an issue with my RR Cue Case, what do I do?


Firstly, Contact us as soon as possible to raise your issue. Please provide as much detail about the issue as possible and, if you can provide photos, even better. If it something we can resolve over correspondence then great, if not we will discuss a suitable resolution based on our terms and conditions. We have measures in place to keep faults to an absolute rarity but because our products are handmade there can occasionally be a small element of human error and/or faulty materials.




If I no longer want what I've ordered, how do I change or cancel my order?


For Bespoke orders, see 'How do I change it?' in 'Orders' above. Ultimately, you can cancel at any time before your final invoice but if you cancel the order completely will lose your deposit. For Custom orders, providing the order has not been sent, if any customisations have been completed then you will get a partial refund to cover the cost of these custom options. For orders that have been paid for but are yet to be processed by RR Cue Cases we may be able to offer a full refund or gift certificate equivalent.




Do you have a 'Returns Policy'?


Yes. You can find it on the order page when you read and accept the Terms & Conditions before committing to the online order. All Returns are at the discretion of RR Cue Cases and are dealt with on a *excuse the pun* case by case basis. This is so we can effectively resolve your issue as no two situations are the same.





COACHING

Who provides the Snooker Coaching?


WPBSA World Snooker qualified coach Rob Reed provides professional quality coaching sessions at Pot Black Clacton. Rob is fully DBS clear and has completed his Child Protection course with the WPBSA so you can be confident that he provides a safe environment to learn. He has coached on the CueZone at most World Snooker Major events and is respected in the industry as a professional but very personable guy.




Your coaching calendar requires a password, why is this?


Only students that have book a coaching session, either directly through Rob Reed or via our Contact Page, will be given the password to access the calendar. The calendar is there only for reference to allow students to check their coaching session times. Because you can see the names of all students on there (no other details displayed), it makes sense to keep this private amongst Rob and his students only. The password will change at random intervals and only students that have a session within 4 weeks will get the updated password.




How do I book onto the Youth Coaching Workshop; the website won't let me?


Don't fear; we are still running the workshops! The website is just currently not allowing bookings for them through the site. However, you can book onto them by getting in contact with us.





OTHER

I've spent about half hour reading this page and my question still hasn't been answered; what should I do?


Just think how long it's taken to write it! We love your dedication though. Don't worry, a simple answer to this one; CONTACT US.




RR Cue Cases Privacy & Safety Policy


RR Cue Cases Ltd is a trusted brand, therefore, any customer details collected and held by us are for RR Cue Cases Ltd use only and will not be pased on to any third parties. All payments on the site are managed by Paypal and Stripe which have their own user agreements that are not ruled by our management.

As ever, when using the internet please take necessary precautions to ensure your own details are kept securely.
Other than the disclosures referred to in this policy, we will not disclose any personal information without your permission unless we are legally entitled or obliged to do so (for example, if required to do so by Court order or for the purposes of prevention of fraud or other crime). Our policy is not to sell or share data.




Wholesale Enquiries


If you feel you have a product that would fit in with our brand and store, please feel free to contact us and we can discuss it further. Currently, we do not supply any trade RR Cue Cases for sale in retail stores. This could change in the future, so feel free to show your interest by getting in contact.





© RR Cue Cases Ltd 2018. All rights reserved. Registered Company: 11331651.

RR Cue Cases Ltd proudly supports The Robin Cancer Trust. Registered Charity: 1148999.

www.rrcuecases.com | info@rrcuecases.com | FAQ & Policy

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