Frequently Asked Questions

  • Payments are made securely via direct online bank transfer (BACS / Faster Payments). Once you place or confirm your order with us, our bank details and payment instructions will be provided directly and via email. Orders are dispatched once cleared funds are received.

  • Yes, we ship worldwide! International payments are accepted via direct bank transfer in GBP (British Pounds Sterling). Please ensure your bank is set to cover all sender and intermediary transfer fees so the exact invoice amount settles in full. Customers are responsible for any local import duties, customs charges, or local clearance taxes applied upon entry to your country.

  • To guarantee maximum protection, every cue is wrapped in shock-absorbing padding and sealed inside a heavy-duty, crush-proof PVC tube to prevent bending or transit damage.

    Orders are dispatched via Royal Mail or Parcelforce using fully tracked, signature-required services.

    Tracking details are emailed directly to you upon dispatch.

  • Yes, every single parcel dispatched by Bilston Cues is covered against loss, theft, or damage in transit:

    • Orders under £150: Covered in full under standard Royal Mail or Parcelforce transit liability.

    • Orders over £150: Upgraded automatically to comprehensive, specialized transit insurance via Secursus, which fully covers high-value cues up to their full purchase value.

  • Bilston Cues is based in Willenhall, West Midlands, United Kingdom. Full business contact details and street address information can be found in our site footer and Terms of Service page.

  • We operate strictly by prior appointment only for verified buyers who wish to test or collect specific cues. Because our testing room is located on private residential premises, we do not allow drop-in browsing. Please contact us in advance to schedule a testing session or collection time once an order or initial inquiry is placed.

  • Inspect your package immediately upon delivery. If the packaging or cue appears damaged, take clear photos of the unopened outer packaging, the PVC tube, and the cue itself, then contact us within 24 hours so we can initiate a carrier claim.

  • Under UK law, you have 14 days from receiving your item to notify us if you wish to return an unused item for a full refund. Returned items must be in their original, unchalked condition. Return shipping costs are paid by the buyer unless the item is faulty. (Note: Custom or altered cues are non-refundable unless defective).

Still have questions?

Visit our Contact Page to get in touch via phone, WhatsApp, or email.

Alternatively, you can fill in the form below, and we will respond to you as soon as possible.