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Exchanges & Returns Policy

Here at Skates.co.uk we offer chargeable returns up to 14 days from the time of receiving your delivery. You are also welcome to exchange an item within this time if you wish. Simply contact us​​and we'll be happy to assist.

Returns are usually processed within 14 working days, and once we have received your parcel, refunds will go back onto the card used to place the original order. Please allow 2­3 working days from the time of our confirmation, for the funds to appear in your account.

In order for returns/exchanges to be accepted, the ordered items need to show no signs of having been worn.

We ask that customers retain the original packaging where possible and include it when sending items back. This should prevent damage and loss when the item is in transit. Please do not put sticky tape or labels directly on the packaging or product box, as you may be charged for the resulting damage. Do feel free to try on skates/clothing etc, but they cannot show any signs of use. If your return does not meet this criteria upon receipt, we will send the goods back to you.

Custom designed products such as Custom Scooters are not eligible to be returned ​or exchanged as they're cut and modified on request, meaning we cannot resell any parts used.

Skates.co.uk ​cannot replace or warranty any scooter used in extreme sports or at a skate park due to the nature of use they are put through.

We are not able to cover the cost of sending an item via courier or special delivery, unless authorisation has been given prior to returning.

For international orders, due to the costs involved in delivery, customers are responsible for exchange/returns postage both ways.

Please be aware if you try and return your order after the 14 day period set out, your return will be not be accepted and any items will be sent back out to you (unless exceptional circumstances apply).

We are able to refuse any returns received after this period, unless a returns authorisation has been given prior to us receiving the item. Please note that you may also be charged to have your return shipped back to you if you choose to ignore our advice regarding returns.

NOTE​: In some circumstances the 14 day period can be extended where Christmas and birthdays are concerned, but we will need to be notified at the time of purchase. This will apply on all orders whereby a customer states "for Birthday" or "for Christmas" in our special instructions box. You must provide the date you wish to extend this to.

Skates.co.uk will cover items with defects for a period of 30 days from the date of purchase. We request that our customers provide information and proof of the faulty goods. If the product becomes defective after this time you'll need to contact the manufacturer directly to see if they'll cover you for it.

Faulty Goods/ ​Wrong Item Received:

If you believe your goods to be faulty, we request that you contact us directly before sending your goods back to us. If the fault is visible, please email a picture or video of the fault to sales@skates.co.uk​, along with details of the issue. Skates.co.uk may request that a product is returned for inspection after a warranty issue is reported. This may be necessary to determine the nature of a fault, in cases where photographs or videos cannot offer sufficient clarity. When we have assessed the fault, we will contact you with a decision and hopefully and resolution.

If the inspection indicates a manufacturing error, Skates.co.uk will reimburse your postage costs, and pay to return the product to you, once fixed. However, if the item has been damaged by user error or general wear and tear, you will be responsible for all postage costs and will also be charged for any repair work and return postage, once this has taken place. An adviser will be in touch to make you aware of the costs before we undergo any repairs.

If you are not satisfied that you have received the correct goods, please contact us with some images of the products received, along with your order ID and we'll be more than happy to look into this for you. We will always do our best to rectify any error as swiftly as possible.

If there is an error on our part, we will cover postage cost for the return. However, we are unable to do this without previous permission, so please contact us first.

How ​do I Return my Order?

Firstly, check that you're eligible to return/exchange your order by reading our above policy. ​If you have any queries, please do email or call us to discuss these, we’ll be more than happy to help.

We do provide an easy returns option for your convenience with ​Collect​+​. However, you are welcome to arrange the return by your own means .

Things you need to know about the Collect+​service include:

  • Returned parcels must have specific dimensions of no larger than 60cm x 50cm x 50cm.
  • Returned parcels must not weigh more than 10kgs.
  • Costs just £3.95
  • Offers more convenience as locations are open longer hours and 7 days a week.

​How to return via Collect+

Unfortunately, + is currently only available to UK customers. The cost of this service is £3.95​. This charge may be waived if the item is faulty or incorrect.

All you have to do is:

  1. Email sales@skates.co.uk or call us on 01794 830005 and tell us your order number, what you would like to return / exchanged and if the item has been used in any way.
  2. We'll get back to you within 48 hours and if approved, we'll provide you with a returns label that you can print out. We will also charge your card, as above.
  3. Attach it to your parcel, ensuring any original delivery labels are covered or removed and that the item has been repackaged.
  4. Simply take your parcel to any of the 5,800 local stores offering services. You’ll receive proof of postage and a code to track your return online.
  5. You can find your nearest store at www.collectplus.co.uk/orders/new or text COLLECT and your postcode to 84555 (e.g.: COLLECT NG23 5HD).

Texts from 84555 are FREE to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions at www.collectplus.co.uk/smsterms

If you have already returned your order using ​Collect​+, then you can track you order by visiting ​www.collectplus.co.uk/track/new​​.

Only orders that have followed the return request procedure may be returned using Collect+.
For full Collect+ terms and conditions please see www.collectplus.co.uk/terms­and­conditions.

If your item is not suitable to return via ​Collect​+, or for some reason you require a collection​, we would be more than happy to book this for you. Please do be aware that you may be charged for the relevant costs of this.

If you placed your order through Amazon or eBay then you must use the returns process specified on those sites. We reserve the right to cancel and refund an order in situations where Skates.co.uk deems necessary. Skates.co.uk will not tolerate rude or abusive speech / email content. We pride ourselves in helping our customers to the best of our ability and our aim is to serve and meet our customer's requirements as best we can. If you have any queries, please email sales@skates.co.uk

What to include in your returns parcel

To ensure that we're able to process your return as quickly as possible, please have the following information enclosed with your return:

  • Your name
  • Full address, including postcode
  • Contact telephone number
  • Your order number (found on your order confirmation email or invoice)
  • Details of the items being returned
  • State whether you're need a Refund OR Exchange
  • Reason for return
  • If you require an exchange, please state which item and size you need
  • Any special delivery requirements that need to be added to the label (for example, OK to leave with a neighbour etc)

Failed/Refused Deliveries

This rarely happens, but is something we'd like to make you aware of. For failed deliveries due to someone repeatedly not being available or the wrong address has been provided, there will be a £5.00 ​courier fee to return your parcel to us. Alternatively, if the delivery is refused upon arrival there will be a £15.00 ​courier fee.

After the first delivery attempt you can arrange to collect your parcel from the nearest depot.

To avoid this, please make sure accurate delivery details are given and that someone is available to receive the parcel.

This can be arranged at your convenience.

Non­EU Failed/Refused Deliveries

Non­EU customers are responsible for Import Duty/Tax in their respective countries. Unfortunately we cannot advise you what these costs will be ­ please consult your local customs office for more information. If you refuse to pay the import tax and the parcel is sent back to us, you will be charged for the return.