Due to the current Covid-19 pandemic, we have extended our returns policy from 28 days to 90 days to allow you more time to send your order back to us for a refund or exchange.
If you are not 100% satisfied with your purchase you can return your goods for whatever reason, no questions asked. You have 28 days, from the date of receipt, to return your items to us.
Items must be returned in 'perfect sellable condition’. We do not expect the garments to be necessarily plastic wrapped and perfectly folded, but we are certainly unable to accept items for return if;
- Tags have been removed.
- They are marked, soiled, stretched, bleached or damaged in anyway.
- They are scented with aftershave, perfume, deodorant or smoke.
- They have been washed.
- Shoes have been worn outside.
- The inner sole is covered in sock fluff or hair.
- The shoe box has been used directly as the postal box - is visibly marked and/ or damaged.
- All decks and hardware must be un-skated and returned in the original packaging.
- Once a deck has been assembled, we cannot accept either the deck or the hardware for return.
- For hygiene reasons we cannot accept returns for underwear and socks unless faulty.
For all shoe returns we require the original shoe box, the shoe box is included as part of the goods. This needs to be unmarked and cannot be used directly as the postage box. We cannot accept returns for shoes if the box is missing, damaged or marked as we cannot sell them on to another customer. You wouldn’t want to receive your new shoes in a visibly damaged/ marked shoe box.
All goods/ products are at the responsibility of the customer until they have been delivered to us.
We reserve the right to refuse a return if we deem it to be in an unsuitable condition and the items may be returned to you at your own cost.
How to return your item/s to us:
We've teamed up with DPD Local to offer you an express, one working day returns service at the cost of £3.50 per parcel*. You're able to book your return online, print off the returns label and then drop off your parcel at one of their 2500 local DropOff Shops, many with extended opening hours.
* This service is not available in Northern Ireland and some parts of Scotland. You can check whether the service is available in your area here.
For more information and to book your return please see this webpage.
This service is not mandatory, please feel free to use an alternative returns method of your choice should you wish.
Returns are at the cost of the customer unless faulty or an error has occurred. In such an instance please contact us by email to arrange a free return. We cannot reimburse return shipping costs if items have been returned without contacting us first.
- Please include a returns form inside the box, without this we may be unable to process your return. Fill out the returns section on your invoice. If you need a new returns form please email us at email@example.com to request a new one.
- Pack your box securely, include your returns form, and address it to the address below.
- Please allow us up to two working days to process either your refund or exchange. We will contact you by email to confirm completion of your return.
Notifications, Exchanges and Refunds.
We will be in touch by email once your return has arrived and is in processing. Please allow 2-3 working days for the parcel to be returned to us and a further 1-2 days for us to process your return.
If we are able to fulfil your exchange, we will send you an email to confirm that this has been swapped and shipped. We will look to use the same delivery method and delivery address as your original order. Due to the quick turnaround on exchanges we are not always able to make changes. If you would like to have your exchange delivered to a different address please make a note of this on your returns form.
We can only fulfil exchanges when the requested item is a different size/ colour of the same original style.
If your exchange is no longer in stock we will issue you with a refund for your return and confirm via email. All refunds are final and cannot be reversed.
If we are processing a refund for your return we will notify you via email as soon as it has been actioned. Please allow 3-5 working days for the funds to be available again in your bank account. If you have paid through PayPal you may find that the refund goes directly into your PayPal balance.
The same 28 day return policy applies to faulty goods. Generally if a defect is going to become apparent, it will be relatively quickly. We can't accept returns due to excessive wear of a product, especially footwear used for skateboarding.
All items returned as faulty are subject to inspection by Flatspot before we can confirm a credit. Sometimes we will need to send the goods back to the manufacturer for an additional inspection.
Should you need to return a faulty item outside of the 28 days please be aware that due to the secure system we have in place we cannot issue a refund after 90 days. For faulty goods returned after the 90 days, which have passed inspection, we can only issue an exchange or online store credit; this will be in the form of a voucher code.
We cannot accept snapped decks in returns. Most snaps and cracks occur when landing a trick incorrectly and are not down to a manufacturer fault.
Any final decision will be made by the manufacturer directly.
If you want to cancel your order please notify us asap. If cancelled before your order ships we will issue a full refund upon your instruction. Cut off time for shipping is usually 2pm, we don't ship or deliver at the weekend or on bank holidays.
If you notify us that you wish to cancel your order after it has shipped out we will not refund the original shipping cost on your order and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.
Please be aware that due to some courier's operations and the quick turnaround on next working day deliveries it may not be possible to cancel your order once dispatched. If this is the case you can return your order using the returns information above.
Please feel free to get in touch if you have any questions.
firstname.lastname@example.org / 0044 (0) 800 8620192