Customer Order Issues & Support

PANIC! Where are is my order?
UK Delivery Problems and Sorting them Out
International Delivery Problems and Sorting them Out
Faulty, Damaged or wrongly sent Items
Exchange Details
Return Details

NOTE: If you're trying to track your order and you ordered before 2pm on a working day, it'll not show up on our courier websites until around 7pm that evening. Delivery is between 7am - 7pm.

PANIC! Where is my Order?
Firstly, find your original order/transaction number and check what items you original ordered, Make sure you look at what delivery times we advise on the specific product pages. For example some Skates will be on a next working day uk delivery, whilst some will take 3-5 working days.

If you're a UK order see below and go on Home Delivery Network's website, we send 90% of our orders in the UK out this way, small items get sent via Royal Mail 1st Class post (and therefore won't be trackable on Home Delivery Network's website).

If you've ordered a number of products we normally wait until all ordered items are in stock and ready before sending them out on a next day service so be aware of this.

For international orders see below.

If you're unable to obtain the information you need you can call our office on 01794 830005.

UK Mainland & N. Ireland Orders sent via Home Delivery Network :
Tracking UK Orders and Resolving any Issues
You can track online deliveries with Home Delivery Network and Inter-Link Express by going to:
http://www.myhdnl.co.uk/

Enter your OrderID No. under "customer reference" in the appropriate place when requested.
This will provide you with your tracking number. If you wish to contact Home Delivery Network direct you can by calling 0871 977 0800

If they're still unable to locate your package contact ourselves directly on +44(0)1794 518800

The head office contact details for Home Delivery Network are as follows:
Customer Services
Home Delivery Network Ltd
Phoenix House
Moorgate Road
Knowsley
L33 7RX

If you have received a card or SMS saying they have attempted a delivery and you weren’t in, you can reschedule the delivery by going to:
http://www.myhdnl.co.uk/Content/TrackingHome.asp


International Orders:
Tracking International Orders and Resolving Any Issues
All international orders go via DHL Delivery Service. In order to track a delivery with them you'll need to give us a call,
via +44(0)1794 518800

You'll need to provide them with:
- Your delivery address details
- Your order number

They should then be able to let you know where your package is with them.


Faulty, Damaged or Wrongly Sent Items
If you believe your goods to be in any way faulty or damaged the best course of action is to:
1. Get hold of your original order number
2. Put on an email detailing the issue and problem, and attach a picture showing the problem
3. Call us on 01794 830005 to discuss the issue if it's complex in any way and you need further help/advice
4. DO NOT just send the faulty goods back and reorder a new item without previously discussing this with a member of staff, as all faulty goods need to be sufficienty checked out first.

Once we have this information we'll be able to process and sort out your order and get what you originally wanted.

If you believe your goods to an incorrectly sent item the best course of action is to:
1. Contact us by phone on 01794 830005
2. Depending on the circumstances we'll either ask you to send the goods back via Royal Mail at your convenience from which we'll refund your postage costs as well as send out the correct items for your order. OR we'll arrange for the courier to do an exchange at your door.

Exchange Details
To exchange your existing order send the items to:

Skates.co.uk Exchanges (YOUR Order Number Here)
PO Box 291
Romsey
Hampshire
SO51 7WQ

For larger items such as Electric Scooters send to:
Skates.co.uk Exchanges (YOUR Order Number Here)
Unit 1 Greatbridge Industrial Estate,
Budds Lane,
Romsey,
Hampshire
SO51 0HA

Please make sure the skates/scooter and box are in a new condition, otherwise the exchange will not be accepted. Please also clearly state in the box what size and model you need it exchanged for and do not put any sort of tape on the box itself. We'll then sound out the replacements to you free of charge (stock permitting).

Exchanges are processed by staff at the end of each working week (however we do actively try to process them ASAP). All stock is served on a "first come, first served" basis. We'll then send out your exchange FREE OF POSTAGE CHARGES.

The recommended method for delivery is via Royal Mail Parcel Post or 1st Class with some sort of insurance/tracking on the delivery.

Return Details:
To return your existing order send the items to:

Skates.co.uk Returns (YOUR Order Number Here)
PO Box 291
Romsey
Hampshire
SO51 7WQ

For larger items such as Electric Scooters send to:
Skates.co.uk Exchanges (YOUR Order Number Here)
Unit 1 Greatbridge Industrial Estate,
Budds Lane,
Romsey,
Hampshire
SO51 0HA

Please make sure the shoes and box are in a new condition otherwise the return will not be accepted. Please also do not put any sort of tape on the box itself.

Once received, you will be refunded the cost of the items. Postage costs are not refunded. Refunds are processed usually at the end of every week and will go back onto the card you originally paid with.

The recommended method for delivery is via Royal Mail Parcel Post or 1st Class with some sort of insurance/tracking on the delivery.