Refund policy
SELF-SERVE RETURNS AND EXCHANGES INSTRUCTIONS
- Returns and Exchanges are managed through your customer account profile. Click on the little person icon at the top of the screen on the right-hand side.
- YOU NEED TO HAVE A 'NEW CUSTOMER ACCOUNT' TO USE SELF-SERVE RETURNS AND EXCHANGES. IF YOU DO NOT HAVE ONE, YOU CAN DO SO BY CLICKING HERE
- The window for returns and exchanges is 30 days. Purchases made between Nov 15th-Dec 25th will have a 60-day window.
- You will request the return/exchange through your customer portal or if you're emailing us anyway, we can make one manually for you.
- When requesting an Exchange select the ''Other'' reason, please use the NOTE box to let us know what you would like to exchange your item for. We may get in touch if we need further clarification or if the item you want isn't available.
- If Returning a Distance Fitting, please select ''Other'' and then say 'distance fitting' in the NOTE box.
- If you would like your new item in a hurry, we recommend requesting a refund and just ordering the new item again, as otherwise we have to wait to receive the old item back before sending your new one.
- Once you have requested the return/exchange, we will approve/not approve it based on our policies, and you will receive an email with a link to create your return label or QR code to take to the post office.
RETURNS/EXCHANGES POSTAGE COSTS:
- Returns and Exchanges are always free if the item we sent is wrong or faulty. So please IGNORE the flat rate shipping fee that you see in the calculation. We will NOT charge this amount when it comes to refunding you.
- For all other returns or exchanges: £3.00 for small/medium items or £4.50 for large items such as skates.
- For exchanges, you will then be charged a further £3.00 to cover the cost of sending the new item to you.
- If you are returning an item for a refund then the postage amount will come off the total amount you are refunded. The system will automatically show £3.00 for the expected postage cost however this will change to £4.50 for a large item, plus any extra charge for exchange postage.
- If you are exchanging an item, the postage fee will be added on at the point of us approving your exchange and an email link to pay for the postage will be sent to you.
- Returns need to be taken to the Post Office or have collection arranged (this will cost you more) through the Royal Mail portal which we will give you the link for after approving your return.
- If you select to have your item collected, then there is an extra cost that you will need to cover separately to Royal Mail which is extra from our charges.
- Please keep a receipt and tracking number when you return the item. This indemnifies you in case Royal Mail lose your item (this hasn't happened before, but you never know!)
EXTRA INFO:
- Please pop a note in with the item that has you name on it so that we know who has sent it!
- YOU MUST PACKAGE THE ITEM SO THAT IT IS COMPLETELY PROTECTED IN TRANSIT. IT MUST BE IN RE-SELLABLE CONDITION WHICH INCLUDES ANY PACKAGING. ITEMS NOT RETURNED IN ORIGINAL PACKAGING WILL INCUR A 15% SURCHARGE UNLESS WE HAVE SPECIFICALLY OKAYED IT. DO NOT STICK A LABEL OR PUT TAPE ON AN ORIGINAL SKATE BOX. THIS IS NOT ACCEPTABLE AND WILL INCUR A 15% SURCHARGE. IF THE ITEM INSIDE IS DAMAGED DUE TO POOR PACKAGING YOU WILL NOT BE REFUNDED.
General Info:
Refunds may take up to 2 business days to appear in your account if you have paid using our website. If you paid in-store then we need to refund you back onto your card either over the phone or in person.
Items that can NOT be returned or exchanged (unless the item is faulty):
-Used/worn skates or any used/worn item that is not in brand new re-sellable condition. DO NOT SKATE IN YOUR NEW SKATES AND TRY TO RETURN THEM!
-Custom boots (this includes custom colors, widths, sizes, etc).
-Custom mounted boots.
-Custom skate packages (skates for which you have selected the components separately and had mounted by Double Threat Skates or elsewhere).
-Special order items.
-Non-stock items where you have been told the item is non-refundable/exchangeable.
Items that state in the product description that they may not be returned nor exchanged.
-If you are unsure if your purchase will be return-able please contact us in advance to find out.
INFO FOR EXCHANGES:
We will exchange items that do not fit properly (outside of the above stipulations in the above section regarding items that can NOT be exchanged), but they must be unworn and in brand-new condition, with all original packaging.
The customer is responsible for all shipping charges unless faulty or incorrect item was sent.
There is no restocking fee for exchanges on unused merchandise.
Any items returned not in perfect, new on-the-shelf condition will be returned to the customer at their expense.
If you order the wrong size in a stock boot or skate, you are responsible for shipping
If we messed up and sent you the wrong size, sorry!! Just let us know and we will cover the shipping cost and get you the right item, as soon as we receive the incorrect item from you.
RETURNS
DAMAGED/DEFECTIVE MERCHANDISE
We will replace the damaged item or refund your money according to UK consumer law, but we must receive the damaged item back before store credit, exchange, or refund is issued. Most companies have a 12 month warranty on faults - however this can not be confused with natural wear and tear. Skate goods are a sports item and shit happens - it is normal to need to replace parts at some point. If you have something you think is faulty, please email us photos and we will pass onto the manufacturer to determine if you are eligible for a refund or replacement.
INTERNATIONAL ORDERS:
For International returns, we are unable to provide a return label. You are responsible for shipping charges. Please make sure to label the item as 'return only' and provide all of the documentation required post-Brexit. Please make sure it is clear this is a return, so we are not liable for VAT or customs duties. Goods will not be received if correct documentation is not provided and we are charged for vat/customs duty.
- For International returns/exchanges, we will contact you regarding any extra charges. We reserve the right to charge you for any extra charges we incur due to customs/vat/processing fees. This will come out of your refund amount. We may refuse goods if labelled incorrectly and we are charged extra fees. If you refuse the item and it is returned to us, you are liable for any return shipping costs that may be incurred by us.