Billiardshop Group — Frequently Asked Questions 

Last updated: 19 September 2025

Welcome! Below you’ll find fast answers about orders, VAT, shipping across Europe, returns, and expert advice on billiard cues, accessories, and foosball (calciobalilla).

Orders & Payments

How do I place an order?
Add items to your cart and proceed to checkout. Complete your details and choose a payment method. You’ll receive an order confirmation by email immediately.

What if the website won’t let me check out?
No problem—just email [email protected] with:

• Item code(s), size/spec, and quantity

• Full name and billing + delivery address

• Telephone number

• Preferred payment method
  We’ll create the order for you and send a confirmation by email.

Can I  cancel my order?
Yes—until our daily shipping cut‑off 11:00 (11:00 am gmt+1) CET/CEST on the day the order is placed. After dispatch, changes are no longer possible.

Which payment methods do you accept?
Most major cards, PayPal and bank transfer. Bank transfers may delay shipment until funds are received. Apple/Google Pay may be available depending on your device and country. Also available WeChat pay and Alipay

Which currency will I be charged in?
All prices are shown and charged in EUR (€). Your bank may convert from your local currency and apply fees.

Can I use a discount code?
Yes. Enter your code in the Promo/Discount field at checkout before payment.

Do you offer quotes for clubs, schools, or resellers?
Yes. Contact us with your list and quantities for a tailored quote.

How do I get a VAT invoice in my company’s name?
Enter your company details and VAT number at checkout. Your invoice will be sent by email after the order is processed.

VAT, Invoices & Duties

Are prices shown with VAT included?
Yes. Logged‑out prices include the default Italian VAT 22%. After you log in or enter your delivery country, VAT is adjusted automatically:

• EU private customers (B2C): VAT charged at your destination country’s rate.

• EU business customers (B2B): Enter a valid VIES VAT number to receive reverse‑charge (0% VAT) on the invoice.

• Non‑EU deliveries (incl. UK): No Italian VAT charged N8a 0%. Local VAT/duties may be collected on import by the courier/customs.

How do I know if my VAT number is valid for reverse charge?
Our checkout verifies it in real time via VIES. If validation fails, VAT will be charged. You can also check VIES yourself and try again.

Will I pay customs or import charges?

• EU deliveries: No customs duties inside the EU single market.

• UK/Non‑EU: Local VAT, duties, and a customs handling fee may be billed by the courier before delivery. These charges are outside our control.

Can you declare a lower value to avoid duties?
No. We must declare the correct value and HS codes for insurance and customs compliance.

When will I receive my invoice?
We email the VAT invoice after your order is processed. If you need any change to your business details, contact us before dispatch.

Shipping & Delivery

Do you ship across Europe?
Yes—we ship throughout the EU and to the UK, Norway, and other destinations. If your country isn’t shown at checkout, email us, we can ship worldwide.

How quickly do you dispatch?
Orders placed before 11:00 a.m. Gmt+1 CET/CEST are usually shipped the same business day. Orders after the cut‑off ship the next business day.

How long does delivery take?
Typical guide (business days):

• Italy: 1–2

• EU: 1–5 depending on what delivery you choose

• UK, Norway & remote areas: 3–8 Working days
  Transit times are estimates and can vary by location and courier.

Which couriers do you use?
We use trusted express partners with full tracking. You’ll receive tracking details by email when your parcel leaves our warehouse.

How much is shipping?
Exact cost is shown at checkout and depends on weight/volume and destination. Large items (tables) ship on pallets and quote dynamically.

Can you ship to a PO Box or locker?
Generally no—please provide a physical address and a phone number for the courier.

Will I need to sign for delivery?
For valuable items (e.g., cues and tables) a signature is often required. If you need a delivery appointment, tell us at checkout.

What should I do when my parcel arrives?
Please inspect the parcel before signing:

1. Check the box is intact (not crushed, punctured, wet).

2. Verify the number of parcels matches the courier label.
   If you see damage, note it on the courier’s receipt (e.g., “package damaged”) and take photos. Report issues to us within 48 hours so we can assist.

What if my order is delayed or lost?
Contact us with your order number. We’ll trace the shipment with the courier and keep you updated.

Returns, Exchanges & Warranty

Can I return an item?
Yes. EU consumers have a 14‑day right of withdrawal for most items. Products must be unused, in original packaging, and complete with all accessories.

How do I start a return or exchange?
Email [email protected] with your order number, reason, and whether you prefer a refund or exchange. We’ll send instructions.

Who pays return shipping?
If you’ve changed your mind, return shipping is usually at your cost. If we made a mistake or the item is defective, we’ll make it right.

Are custom or personalised items returnable?
Custom‑built cues, engraved items, cut cloth by the metre, and special orders are not returnable unless faulty.

What if my item arrives damaged or with a defect?
Report issues within 48 hours with photos of the product and packaging. Keep all packaging until the claim is resolved.

What warranty do you provide?
EU consumers benefit from the legal guarantee (minimum 2 years) for manufacturing defects. Business purchases may have different terms. Normal wear, misuse, and accidental damage are not covered.

How long do refunds take?
Once we receive and inspect the return, refunds are processed to the original payment method. Your bank’s processing time may vary.

Product Advice — Choosing a Billiard Cue

What length cue should I choose?

• Pool/Carom: typically 58″ (147 cm).

• Snooker & English Pool: often 57″ (145 cm).
  Junior or space‑restricted areas may need shorter cues.

What cue weight is best?

• Pool: common 18–21 oz, with 19–20 oz most popular.

• Snooker: usually 17–19 oz.

• Carom: often 18–20 oz with a forward balance.
  Choose lighter for finesse/feel; heavier for a firmer hit and breaks.

Which tip diameter should I pick?

• Pool: 12–13 mm (≈ 12.5–12.75 mm popular).

• Snooker/English Pool: 9–10.5 mm (≈ 9.5–10 mm common).

• Carom: 11–12 mm.
  Smaller tips aid spin control; larger tips feel more stable on centre hits.

Soft, medium, or hard tip?

• Soft: maximises grip/spin; needs more maintenance.

• Medium: balanced choice for most players.

• Hard: crisp hit, durable, great for break/jump.

Maple, ash, or carbon‑fibre shaft?

• Maple: smooth, familiar for pool; consistent grain.

• Ash: visible grain and feel; classic for snooker.

• Carbon‑fibre: ultra‑stable, low maintenance, and low deflection.

What is “low deflection”?
Shafts engineered to reduce cue‑ball squirt on spin shots. They help accuracy on English/side. Feel differs from traditional shafts—personal preference matters.

Which joint system do I need?
Popular joints include 3/8×10, Radial, Uni‑Loc®, 5/16–14, and 5/16–18. Extensions and shafts are often joint‑specific—match components to your cue brand/model.

Do I need different cues for break and jump?
Yes. Break cues use hard tips and robust ferrules for maximum energy transfer. Jump cues are short, light, and designed for quick elevation.

Wrap or no wrap?

• Irish linen/leather wraps offer grip and absorb moisture.

• No‑wrap (wood or composite) gives direct feel. Choose what feels secure in your hand.

What case size should I buy?
For a 2‑piece cue (butt + shaft), choose 1×1 or 2×2 (holds one or two full cues). If you carry extra shafts or a jump/break combo, look at 3×5 or 4×8 hard cases.

Are cue extensions compatible with my cue?
Many cues accept brand‑specific or universal extensions. Check the joint type and butt cap thread before ordering.

Games, Sizes & Standards (Pool • Snooker • Carom • Blackball • Foosball)

What are standard ball diameters?

• American Pool: 57.2 mm (2¼”)

• Snooker: 52.5 mm (2 1/16”)

• Carom (3‑cushion): ≈61.5 mm (2 7/16”)

• English Pool/Blackball: typically 50.8–51 mm (2”)

What table sizes are typical?

• Pool: 7‑ft (bar), 8‑ft (home), 9‑ft (tournament)

• Snooker: 12‑ft full size; clubs may use 10‑ft or 9‑ft

• Carom: 10‑ft (no pockets)

• English Pool/Blackball: 6‑ft or 7‑ft
  Ensure at least 150 cm (≈5 ft) of cueing space around the table.

Which cloth should I choose?

• Worsted cloth (e.g., tournament‑grade) is fast, precise, and durable—preferred for pool/carom.

• Woollen/nap cloth is traditional for snooker/English pool, offering more grip and touch.

Do I need different chalk?
High‑quality chalk improves grip and reduces miscues. Some brands pair especially well with low‑deflection shafts—try and see what suits your tip hardness.

Foosball: telescopic vs solid rods?
Telescopic rods retract for safety (great for kids); solid rods feel heavier and traditional. Many competition tables offer smooth, fast solid rods.

Foosball ball types—cork or plastic?
Cork offers control and quieter play; textured plastic runs faster and is common in ITSF‑style play. Pick by your play style and table surface.

Is my foosball table outdoor‑safe?
Only models specifically labelled outdoor/weatherproof should be used outside. They feature moisture‑resistant laminates, stainless hardware, and UV‑stable parts.

How long does foosball assembly take?
Typically 60–120 minutes for two people. Heavier, coin‑op, or pro models take longer. Follow the manual carefully and avoid overtightening.

Care & Maintenance

How do I clean a wooden shaft (ash/maple)?
Wipe with a slightly damp microfiber and dry immediately. Lightly burnish with a cue towel. Avoid harsh solvents. A tiny amount of cue wax can help smoothness.

How do I clean a carbon‑fibre shaft?
Use the manufacturer’s recommended wipes or isopropyl alcohol on a soft cloth. Do not sand carbon shafts.

Tip care—how often should I reshape or replace?
Keep a gentle dome (nickel/Euro radius) on pool tips (flatter for snooker). Replace when the leather gets too thin, glazed, or won’t hold chalk.

How do I prevent warping?
Store your cue in a case, horizontally or butt‑down on rubber—not leaning against a wall. Avoid heat, humidity swings, and leaving it in cars.

Do you offer re‑tipping or repairs?
Yes—email us for professional re‑tipping, ferrule work, wraps, and straightness checks.

Clubs, Teams & B2B

Can you customise cues, wraps, or cases with our logo?
Yes. Share your vector artwork and quantities for a quote and lead time.

Do you offer bulk pricing or standing orders?
We support clubs, leagues, schools, and retailers. Tell us your forecast and we’ll propose tiered pricing.

Can you source items not listed online?
Often yes. We work with many brands and can special‑order products on request.

Troubleshooting

My cue feels “off‑centre” on spin—what’s happening?
All shafts create some deflection (squirt) when using side spin. Low‑deflection shafts reduce this effect but don’t eliminate it. Practise your alignment and speed.

There’s a rattle in my cue—what should I check?
Ensure the joint is fully tight, the bumper and weight bolt are secure, and accessories aren’t loose inside the case. If it persists, contact us.

Is a tiny finish line where the shaft meets the ferrule normal?
A very fine line can be normal with temperature changes. Cracks, gaps, or movement are not normal—please send photos.

Contact & Support

Still have questions? We’re here to help.

• Email: [email protected]

• Business hours: Mon–Fri (CET/CEST)

• Languages: English & Italian (others on request)

We answer most emails within one business day. If your matter is urgent (e.g., wrong address after checkout), include URGENT in the subject line.

Legal notes (short & clear)

• We comply with EU consumer law. Your statutory rights are unaffected by our policies.

• For UK and non‑EU customers: local taxes/duties may apply on import.

• For professional/B2B buyers: terms may differ from consumer terms—ask us for details.