Customer Service

For information on existing orders, order related queries, or changing your account information please login to your account.

If you have any further questions or are unsure about ordering products and processing your payment online please Contact Us


Making a Payment

Website

The easiest way to make a payment would be directly through our website by adding products to your basket, creating an account and processing your payment securely online.

Telephone

Payment can be made by debit/credit card by contacting our customer service team by telephone on +44 (0) 844 376 3766. Please note our office hours are Monday-Thursday 9am-5pm and Friday 9am-4pm

UK Bank Transfer (BACS)

Payment can be made by UK Bank Transfer by sending payment using bank details below. Please quote your order number as a reference.

Payee: First Cheer Ltd

Bank: HSBC Ltd

Account No: 71415360

Sort Code: 40-39-13

International Bank Transfer

Payment can be made by Worldwide Bank Transfer by sending payment using the bank details below. Please quote your order number as a reference.

Payee: First Cheer Ltd

Bank: HSBC Ltd

IBAN: GB08MIDL40391371415360

Swift Code: MIDLGB2152H

Please note that the buyer is responsible for any fees incurred for sending payments internationally.

Cheque

Payment can be made by cheque by pre-arrangement only. Please make all cheques payable to First Cheer Ltd and send to the following address:

First Cheer Ltd, The Studio, 2A Merle Avenue, Harefield, Middlesex, UB9 6DG

Payment Terms

Payments must be made within 14 days from the order date. If payment is not made on or before 14 days from the date of invoice we reserve the right to charge a 10% administration fee for processing late payments.

Ownership of all goods remain the property of First Cheer Ltd until all invoices are paid in full. Orders for customised products will require a 50% deposit to commence the manufacture of the order.


Shipping & Delivery

Delivery Times

At First Cheer we aim to deliver most products within 7 days of receipt of payment. If we are waiting on stock of some items you will be notified by email and should contact us if you wish to amend your order or cancel the out of stock item from the order. If you are happy waiting for a product then your order will be dispatched as soon as all products on that order are back in stock.

For large orders, and when some items are out of stock, we occassionally despatch the in stock items and place the out of stock items on back order until they come back into stock.

In Stock Poms: We aim to dispatch all In Stock Poms within 48 hours.

Customised Poms: We aim to dispatch all customised poms and poms to order within 2-3 weeks.

Customised Uniforms: We aim to dispatch all customised uniforms within 6-8 weeks from the receipt of a 50% deposit. If for any reason the products do not arrive within the stated delivery times First Cheer will not accept responsibility for late delivery. However we will do our best to keep our customers informed of any delays.

Shipping Costs

The price of delivery is automatically calculated by size and weight of the products and the delivery location.

Delivery Location

When shipping large orders to Europe and the Rest of the World we may separate your order into smaller packages. This is so we are able to keep your delivery charges to a minimum.

If the delivery address given does not match the card holders address we may contact the customer to ascertain the correct address before we proceed with the order. If we are not satisfied with the validity of details given we may refund any payment made back to the card and cancel the order. Upon doing so an email confirmation will be sent to the customer with an explanation of why this action was taken.


Account and Orders

You can easily access recent account activity, an order history and purchased downloadable products by logging in to your My Account area. Here you can change your account information such as your contact details, billing and delivery addresses and sign up for our newletter.


Returns, Refunds and Exchanges

Items we despatch are subject to our quality control before we send them.

If you need to return an item we reserve the right to charge a 10% administration fee on any non-faulty items returned unless you reorder the product in a different variation (eg. a different size or colour).

If you need to return an item, we request that you email us in advance to let us know. We also ask that you print off and fill out our returns form using the link below and include this in the parcel so that we have as much information about your return.


Click here to download and print a Returns Form


To make processing a refund quicker and more efficient the returns form includes a returns address where you can write your order number. Simply cut this out and attach to the parcel before you take it to the post office.

UK Customers - We recommend using Royal Mail "Signed For" for any orders below £50 as this gives you proof of delivery.

Any costs, losses or damages incurred due to return of goods will be the responsibility of the buyer (the customer). Once returned, items will be checked by a member of our returns team.

All items that we supply come with a 14 day returns policy from the day of despatch, subject to the product being returned in the same condition it was purchased.

Refunds are given at the company’s discretion.

IMPORTANT: All personalised items and custom made clothing including Squad Wear, "Create Your Own" items, uniforms and poms that are manufactured to order are exempt from our refund policy as they cannot be resold. In stock poms are not returnable.


Customised Uniforms

All customised uniforms or personalisation training wear and accessories come with a 28 day manufacturers guarantee from the date of despatch. This means that any issues in regard to the style, sizing or manufacture of these products must be addressed within this time.

First Cheer have no obligation to alter goods after this period or if items have been used/worn.


Pricing and Promotions

Pricing

If you wish to make ammendments to a design this may increase the total cost of an order. Our website is monitored 24 hours a day meaning occassionally the price of online products may change. If the price of a product changes whilst it is in your shopping basket First Cheer reserve the right to charge to most up to date price.

Quotes for fully customised uniforms are calculated on both design and quantity.

Promotions

All promotions and promotional codes will end at 12 midnight on the listed date of expiry. First Cheer reserve the right to ammend promotions or end them before there date of expiry.


Gift Vouchers

All gift vouchers are redeemable for online orders only.

Gift vouchers can be redeemed in the "My Account" section and used against future orders or redeemed on the "My Basket" page before an order is placed.

Please note that it may be necessary to enter card information at checkout even if the amount of gift vouchers available is higher than the total value of the order and postage costs. In this circumstance no money will be debited from your card but your card details are required to complete the order. This helps us to prevent gift vouchers from being used fraudulently.

Gift vouchers can be redeemed against products and postage costs.


Privacy and Security

Privacy

The information collected by the aforementioned entities when you register with us at the www.firstcheer.com is used to communicate with you and improve our services where possible, and specifically, to process payments. In addition to personal data such as name, e-mail address, delivery address, billing address, credit or debit card number and expiry date, we also analyse data about participants in order to provide a safe shopping environment for all users. Please note that we may provide links to other sites, which may not be governed by this Privacy Policy and you should view the respective privacy policies of those sites for further information.

Security

All our payment transactions are undertaken by a 128bit secure server system maintained by Sage Pay, a very well established Internet Merchant trading service which handles millions of transactions by customers on the internet all over the world. This security can be checked by making sure your browser displays a Locked Padlock and https:// before our domain name. All transaction information passed between First Cheer and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering.

You can be completely assured that no information passed to Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

First Cheer accounts do not save/store customers credit or debit card numbers and expiry dates to in order to maintain the upmost security for our customers.


Wholesale

Companies wishing to purchase our products in bulk for resale can do so for applying for a wholesale account.

If approved, a member of our customer service team will create a Wholesale Account for you to access special pricing on a large majority of the products that we sell through First Cheer.

If you are interested in setting up a wholesale with First Cheer please contact us.

Please note: We only supply wholesale to reputable businesses, not individuals or squads.


Errors and omissions excepted. Your statutory rights are not affected by any of the terms in this document.