Frequently Asked Questions
Ignition Sports Media has quickly had to evolve into a mail order company since March and we’re now mailing out around 40,000 programmes every month. We’re still trying to finetune our service and protocols until crowds return to stadia and appreciate your patience and understanding in this process. However, if you do have a query, hopefully some of the answered questions below will be of use…
WILL MY ORDER ARRIVE BEFORE THE GAME?
Ignition’s production staff and printers operate to schedules and timescales to allow for a pre-event delivery, and the majority of orders arrive before the fixture takes place. However, the company can never guarantee that programmes will arrive before the match as carriage is handled by the Royal Mail and their service can vary from region to region.
HOW CAN I ORDER A PRE-EVENT DELIVERY?
Generally placing your order before a Wednesday for a weekend fixture will put your order on the initial mailing list for that match, meaning that order will be despatched inline with the pre-event delivery schedules. For a midweek game, orders need to be made prior to Thursday the week before to ensure you are on the list.
IF I’VE MISSED THE CUT-OFF CAN I STILL ORDER?
Of course you can still order programmes at any point and it will be despatched the following day for editions already held in stock.
HOW DO YOU SEND THE PROGRAMMES?
All programmes on the initial mailing lists for a fixture go down an automated high volume mailing line and straight into the Royal Mail’s system. For the most cost-efficient and fastest way of getting programmes into the system all editions are poly-wrapped with addresses printed directly onto them. Any back orders are mailed out in padded envelopes. Any bulk orders of more than 10 will be couriered by DPD Local and boxed and wrapped appropriately for a next day delivery.
WHAT IS A ‘POST-EVENT’ PROGRAMME?
Some clubs opt for a post-event delivery on a limited print-run, often because they also offer a digital programme on the day of the game. Clubs such as Middlesbrough, Northampton Saints, Wasps and Harlequins produce programmes that can be ordered for a post-event despatch, which aims to be within four to seven days of the fixture.
DO YOU PRODUCE DIGITAL PROGRAMMES?
A lot of Ignition’s titles are available to read on Yumpu.com, our preferred digital publishing platform. Although these editions are not available to download, you can read the content online and link to the Ignition website to order yourself a hard copy.
DO YOU HOLD BACK ISSUES?
All programmes produced for the current season will remain in stock, and can be ordered, unless stipulated as Sold Out on the website.
REPRINTS, SELL OUTS AND LAST SEASON’S COPIES?
Ignition doesn’t store any copies from previous seasons. Any editions that Sell Out are highly unlikely to come back into stock and re-prints of any edition are exceptionally rare, as demand must be very high for such an occurrence.
HOW LONG SHOULD I WAIT FOR DELIVERY?
Depending on when your order was placed, and whether your order was a first or second-class delivery, your purchase should arrive in three or four working days. However, this could be significantly longer due to inconsistencies in the Royal Mail’s service due to Covid-19 which has affected delivery timescales in some localities.
WHAT IF THE GAME IS POSTPONED?
If a game is postponed and the product has not already been mailed, your order will be fulfilled when the fixture is rescheduled.
MY PROGRAMME IS DAMAGED, WHAT CAN I DO?
If programmes arrive in an unacceptable condition, such as dog-eared corners, pages stuck together, creased or scored, then please take a picture and get in contact. In most instances we will endeavour to resend you a duplicate copy.
CAN I ORDER OVER THE PHONE?
All orders are to be placed via the website so that stock can be monitored and all payment data safely stored in one system. However, if for some reason you can not order using the online process then you can email us at email@example.com
DO I HAVE TO ORDER THE PROGRAMME EVERY WEEK?
You can opt to order programmes individually each week, although Ignition do offer subscription packages for each club for the reassurance of knowing that each home edition is already en route and you never miss an edition. Full season subscriptions or half-season packages are available for all clubs.
ARE CUP GAMES INCLUDED WITHIN MY SUBSCRIPTION?
In the majority of cases cup games, whether they are for the EFL Trophy, Carabao Cup, FA Cup or a European competition, are not included with a subscription package. Subscriptions are generally home league editions only and any cup editions outside of that must be purchased separately.
I’VE CHANGED MY MIND ABOUT AN ORDER, CAN I CANCEL?
As long as the order in question has not been despatched, orders can be cancelled and monies refunded. If the programmes have already been sent, if they can be returned in the condition they were sent, then a refund can be issued upon receipt.
I’VE MADE A MISTAKE ON MY SHIPPING ADDRESS, CAN YOU HELP?
You should be able to return to your account and edit your shipping address, but if you are having difficulty then please get in touch immediately and a member of the team will be able to amend it for you.