Help & Questions

Below is a number of regularly asked questions and queries our customers have asked. If you have a question not answered here you're welcome to call us on our main customer number....01794 830005 or email us on sales@skates.co.uk

Contacting Us for Help / How to Order / Security of Online Payments / Credit Cards Accepted / Other Order Options

Low Prices / Postage / Delivery Times / International Orders / Returns/Exchange Policy / Information Collected

Contacting Us for Help
Please call us and chat - 01794 830005, we'll be happy to help. We can also take orders over the phone if you wish. You can call us both daytime and evenings every day of the week. Alternatively email us via sales@flywalk.co.uk

If for any reason no one is available to answer PLEASE leave a message and we'll do our best to get back to you. For correspondance by mail you can send information via:

Skates.co.uk
Unit 1, Greatbridge Business Park
Budds Lane
Romsey
Hampshire
SO51 0HA

Are payments that are made through the Skates.co.uk website secure? Will you simply take my money? What about the details that I give, what's done with them?
All good and very important questions. Firstly, it's not in our interest to take your money and not deliver. We realise that making payments online can be a new thing for many people and even those people who use the internet regularly to buy products are concerned about internet security.

We have 2 levels of security in place to make sure your payments are as secure as possible:
1. Payments are secured by using a technology called Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available), this makes it extremely hard for anyone to get hold of the information you give us when ordering.
2. We have implemented a service called "3D Secure", this is effectively an online pin service that adds an extra security layer to online payments, this means that no one other than the actual card holder or someone who knows the online pin code can put payment through.

For more details on these online secure payment services used please see our providers website - Sage Pay

NOTE: When ordering online you will not be transferred to a secure payment page until you reach the page where card details are requested. You can tell if you are on a secure payment page in 2 ways. You can tell you're on a secure payment page as the website address bar will begin with "https://" AND NOT "http://". You may also have a secure lock sign appear somewhere on your browser window (the position of this varies depending on your website browser used)

The only details we hold are your order details needed for delivery of our products, all payment details are held securely by the payment supplier (Sage Pay) and are only kept for the duration of time that the details are needed

We accept all these credit cards for online payments: Visa, Delta, Electron, Mastercard, Eurocard, Solo, Maestro.

Low Prices
At Skates.co.uk we strive to provide the best prices on skates at the highest quality anywhere in the UK, therefore we're constantly checking our prices with competitors to make sure you get the best service at the best price available.

If you want to purchase from us but have seen an item in stock and cheaper elsewhere then give us a call on 01794 830005 to see if we can price match, or simply order online and put a note in the special instructions box and we'll review the price before dispatching.

Other Order Options
Don't feel comfortable ordering via the internet?
No problem, just download our mail-order form, fill it in as instructed and send it to us via e-mail/post along with cheque made payable to "Skates.co.uk", to:

Skates.co.uk,
Unit 1, Greatbridge Business Park
Budds Lane
Romsey
Hampshire
SO51 0HA

DOWNLOAD OUR MAIL ORDER FORM HERE

If you have any questions before ordering please give us a call on 01794 830005 or e-mail Sales@Skates.co.uk

How much is Postage to UK addresses? What if I live outside the UK?
To make things simple we've made postage costs standard and simple.

UK Mainland Delivery Prices:
For orders under £23 postage is £1.95
For orders above £23 postage is £3.95
For orders over £100 postage is FREE!!

Why not get together with a couple of friends, order some shoes together and save money on shipping?

Northern Ireland Prices: For all orders £6.95
UK Offshore Delivery Prices: Minimum £6.95 - Maximum £9.95
Southern Ireland Delivery Prices: For all orders £7.95
Western Europe Delivery Prices: For all orders £14.95
Other locations: To get exact pricing send us an email displaying your desired delivery location and requesting the shipping price.
International Prices: Call or email us to find out the specific locations we can deliver to.

Alternatively contact us by e-mail Sales@Skates.co.uk or phone (01794 830005) for exact delivery costs.

Delivery Times
UK Mainland & Northern Ireland Delivery Times
Most of our popular products are delivered NEXT WORKING DAY in the UK Mainland, as long as the order is placed before 4pm, subject to stock levels. Delivery times vary from product to product depending upon whether stock is held on it, please see the specific product page for details.

For other products where stock is not held, UK Mainland deliveries are usually 3-5 working days.

If delivery times are important to you please call us (01794 830005) to make sure we can get the items to you in time.

Small items and accessories such will be sent via Royal Mail 1st Class Post and take 2-3 working days delivery if placed on their own without a pair of skates.

Skates.co.uk cannot be held responsible for delivery times if the item has already been dispatched by ourselves and the carrier is having problems delivering to your address. However we will do the best we can to help should you have problems between Home Delivery Network (UK and N. Ireland courier)/DHL (S. Ireland & European Order) not be sorted between yourselves and them.

Delivery times are based on a standard working day (Mon-Fri). All orders will require a signature, so please make sure someone is at your delivery address to sign for your package. We do give instruction to leave with a neighbour if not in. Please be aware generally we do not allow items to be left safe unless specific verbal instruction over the phone is given to us, this is due to the risk of parcels being stolen.

We recommend you do not refuse a delivery from the courier company as the cost involved in processing & return delivery fees amount to £15, this cost will be passed onto yourself as a customer, when it'll be cheaper to accept the item and return via our standard returns procedures.

UK Offshore
Please see the UK Mainland information above and add 2 working days to delivery due to your location.

Southern Ireland/Eire
Please see the UK Mainland information above and add 2-3 working days to delivery due to your location.

Western Europe
Please see the UK Mainland information above and add 3-5 working days to delivery due to your location.


Nearly all UK customers receive their shoes within 1-7 working days of the original order date. International Delivery times to Ireland & Europe are approximately 1-14 working days.

Delivery times are dependant upon whether we have the item in immediate stock and also which delivery method we use.


What is your Exchanges/Returns Policy? What if the item I ordered was the wrong size? What about Christmas & Birthdays?
We provide a 30 day exchange or return policy. For exchanges we send out the replacements to you FREE of charge if in mainland UK.

Christmas & Birthdays: We offer a special 10-day extended returns & exchange policy from when orders are given as Birthday/Christmas presents, in addition to our standard 30 days return & exchange. This will apply on all orders, whereby a customer states "for Christmas/Birthday" in our "special intructions" box, when ordering and states the relevant date.

The last day for receiving and accepting christmas returns is Monday 14th January, this applys to all orders placed before the 14th December. Items MUST be returned in new and resaleable condition, with nothing stuck to the boxes, especially no tape. If not then either a refund will not be accepted or a charge will be made for the damage incurred.

We reserve the right to refuse all returns received after the 14th January unless specific permission before Christmas was granted. If a customer chooses to return the item, ignoring this advice it is also likely they will be charged for the postage costs of sending the items back to them.

In order for returns/exchanges to be accepted the ordered items need to show no signs of having been worn, are in an "as new" condition and in the original undamaged packaging. We don't have a problem people trying the skates on to see if they fit, but they cannot be worn.

NOTE: In some circumstances the 30 day period can be extended where a birthday or delay in the person receiving the shoes, but we will need to be notified when placing the order.

If you need to exchange your original order please email Exchanges@Skates.co.uk
If you need to return your original order please email Returns@Skates.co.uk
If there's been a problem with your original order please email Sales@Skates.co.uk

If you are unable to get email access call us if required.

For exchanges we send out the replacements to you FREE of charge if in the mainland UK, however you will need to cover the cost of sending the ordered items back to us. For international orders, due to the costs involved in delivery, customers are responsible for exchange/returns postage both ways.

If you URGENTLY need an exchange, we recommend you place a new order through the website and send the other pair back as a return, but make sure you're within the 30 days of purchase. IMPORTANT: Please make sure we have the item in stock by the information and delivery times stated for the product on the website before ordering.

For returns, should a UK customer have benefited from our free postage due to the order being over £100 and then decide to return one of their items which then brings the order under £100, the order will then be charged the relevant postage amount as if the order were under £200.

For any faulty returns you need to contact us direct before returning to us to check the situation, and to make sure we can cover your postage charges back, we cannot promise this without previous permission. Sometimes it's easier to send a replacement part out.

All purchasers are responsible for the costs of return postage, unless a product was received damaged or not what they ordered. E&OE. Please do not put sticky tape or labels directly on the packaging or box, you will be charged for the resulting damage.

Please be aware if you try and return your order after the 30 days period this will be not be accepted and they will be sent back out to you, unless exceptional circumstances apply.