FAQ - Frequently Asked Questions
Topics covered and questions answered:
- Changes to orders
- Returns, Refunds and Exchanges
- International orders and fees
- International shipping
- Discount codes
- Care instructions
Changes to orders
Once an order is placed, we cannot make any changes to the items ordered and any changes to the delivery address can be made within 1 hour of purchase. We encourage customers to double check all products ordered as well as the address before confirming the order and submitting it.
Returns, Refunds and Exchanges
To make a return, or request a refund or exchange please reach out to email@example.com
We acknowledge that sometimes mistakes are made, and we appreciate that. If you order the wrong size or are looking for a refund - we'll be happy to refund or exchange the items.
Items need to arrive back at the return address provided, in their original packaging, within 30 days of purchase to qualify for a refund or exchange.
Proof of purchase is recommended upon sending a return as the customer is responsible for it until it reaches us.
The buyer will need to pay shipping to return the items to the address given. A discount code will be provided to you for a future order, and we will cover shipping costs for the replacement or exchanged item.
If a free gift is issued as part of a bundle then the gift must be returned if the bundle is part refunded. The gift must be sent back with the items to be refunded and be in a like new, resalable condition.
If an item is returned to us due to delivery not completed / returned to sender, we will resend the order one more time for free using standard tracked delivery. This remains true regardless of the delivery charges paid.
Due to recent changes and the UK leaving the EU, there are now import fees that may apply when ordering internationally. It is your responsibility to check with your own countries laws and regulations to the fees that may apply. We are not responsible for any VAT, Import or Duty incurred in an order overseas.
We currently do not cover international shipping, however if you would like to place a large order please let us know and we will consider on a case by case.
Only one discount may be used per order and multiple codes cannot be used together. Sometimes a promotion is automatically applied such as a bundle discount which would remove the ability to apply a discount code.
Discounts codes cannot be retroactively applied to an order and must be included when an order is submitted to be eligible. Promo codes may not be applied to previously placed orders.
In the event of a customer using Shop Pay to checkout, the discount code needs to be entered before clicking this payment method.
To enter a code when starting at the homepage, first click the cart icon in the top right of the page. Then click 'View Cart'. This will open a cart page which allows a code to be input at the top of this page.
We offer a 6-month warranty on all equipment and clothing purchased via the online store or from a retailer. Proof of purchase is required in the form of the order number found on the order confirmation email, or paperwork included with your order. Issues covered in the warranty are; splitting or separation of stitching. Any problems caused due to lack of care or negligence (i.e., not following correct washing instructions) will not be covered by the warranty.
- Wash can be machine washed at 40°C or less
- Must be left to air dry; we recommend leaving the sleeves in an open aerated space overnight.
- Strictly do not iron or apply any direct heat e.g., tumble dryer, hair dryer or radiator.