Easy Returns & Exchanges

If you have a question not answered here you're welcome to call us on our main customer number....+44(0)1794 830005 or email us on sales@skates.co.uk


Exchanges & Returns Policy

Skates.co.uk offers an up to 14 day free UK returns policy starting from the day after delivery. Customers are also welcome to exchange an item if they wish, simply complete the form below. Postage charges may be incurred to do this, however we will do our best to keep this to a minimum.

Returns are usually processed in 1-2 weeks. Refunds will go back onto the card you originally paid within 2-3 working days from the time of processing.

In order for returns/exchanges to be accepted the ordered items need to show no signs of having been worn. We ask that customers try to retain the original packaging where possible and include it when sending items back. This should prevent damage and loss when the item is returned and makes for a smoother transaction. We don't have a problem people trying the skates on to see if they fit, but they cannot show signs of use.

E&OE. We are not able to cover the cost for sending an item via courier or special delivery unless authorisation has been given prior to returning. Please do not put sticky tape or labels directly on the packaging or product box, otherwise you may be charged for the resulting damage. 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.

Please be aware if you try and return your order after the 14 days period this will be not be accepted and they will be sent back out to you, unless exceptional circumstances apply.

NOTE: In some circumstances the 14 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.

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 or email content. We endevour to help our customers to the best of our abilities. Our aim is to serve and meet our customers requirements as best we can.

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


How to Return my Order?

Firstly, check that you're eligible to return/exchange your order by reading the returns/exchange policy. If you are, then follow the below instructions.

If your product has been used in any way, please contact us before returning the item. Authorisation for this type of return is required, otherwise any cost incurred will be the customer's responsibility.

All returns must be returned in their original undamaged packaging and in suitable packing materials to avoid damage to the products box. If we receive a return in a damaged box you may be charged a fee.

If you need to return your original order please email Returns@Skates.co.uk 

We provide a free option for your convenience, but you are welcome to arrange the return by your own means (Royal Mail, Personal Courier, etc...):

 

1. Collect +

  • Returned parcels must have specific dimensions of no larger than 50cm x 30cm x 30cm.
  • Returned parcels must not weigh more than 10kgs.
  • Free of charge
  • Offers more convenience as locations are open longer hours and 7 days a week.

2. Royal Mail or Personal Courier

  • We do not provide these services.

 

For any items not suitable for return with Collect+, please contact us at the email address provided above.

 


Return items via  Collect+

Returning your order to Skates.co.uk using Collect+ is only available to UK customers at this time.

Skates.co.uk has partnered with Collect+ to enable any UK customer to return any product, as shown on www.skates.co.uk, for free, using any of over 5,000 UK local stores. Most UK Skates.co.uk customers live within 1mile of one of these stores, which are open from early in the morning until late in the night, 7 days a week, making the return of your order as convenient as possible for you!

All you have to do is:

1. email collectplus@skates.co.uk or call us on 01794 830005 and tell us your order number, what you want to return / exchange and if the item has been used in any way.

2. We'll get back to you within 48 hours and if approved 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 3,800 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 more general terms and conditions, please see www.skates.co.uk/Easy-Returns for full details of Skates.co.uk's returns procedure. For full Collect+ terms and conditions please see www.collectplus.co.uk/terms-and-conditions.


Christmas & Birthdays

We offer a special 14-day extended returns & exchange policy from when orders are given as Birthday or Christmas presents, in addition to our standard 14 days return & exchange. This will apply on all orders, whereby a customer states "for Birthday" or "for Christmas" in our "special instructions" box, when ordering and states the relevant date.

We reserve the right to refuse any returns received after this specified period, unless a returns authorisation has been given prior to us receiving the item. 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.


Defective, faulty goods?

For any faulty goods you'll need to contact us direct before returning to us to check the situation. If you have any other products that you believe are defective please first email us a picture and details of the specific problem via Sales@Skates.co.uk. We will then take a look at the details and get back to you with a decision and hopeful resolution.

Skates.co.uk cannot replace or warranty any scooter used in extreme use or at a skate park due to the nature of use they get put through. Skates.co.uk covers items for defects for a period of 30 day's from the date of purchase, this must be proved by the customer that the item supplied was faulty. 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.


Wrongly Sent Item?

Please contact us direct to let us know and we can check for you if the item received is accurate to the item originally ordered. Have your order number and delivery address details available. Call us on +44(0)1794 830005 and we'll do our best to resolve the error as quickly as possible.

If there is an error on our part we will cover your postage charges back, however we cannot promise this without previous permission so please call us first.

If you need us to arrange pickup for return or exchange you can do so by calling us direct on +44(0)1794 830005, however please be aware you will be charged for the relevant costs of this, this should be however significantly cheaper than regular royal mail.

Please clearly state in the package what exact item you want to return and do not put any sort of tape directly on the product or its packaging as you will be charged for the resulting damage.

You will be refunded the cost of the items originally paid. The recommended method for delivery is via Royal Mail Parcel Post or 1st Class with some sort of insurance/tracking on the delivery.


Urgent Exchange

If you URGENTLY need an exchange, we recommend you place a new order through the website and send the other products back as a return, but make sure you're within the period of time for returns to be accepted and make it clear with a note with the item. IMPORTANT: Please make sure you check delivery times stated for the product on the website before ordering.


Failed/Refused Deliveries

This rarely happens, but is someone we must cover regarding possible delivery charges. For failed deliveries due to someone repeatedly not being available or the wrong address details being 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.
  • Simply fill out the Returns Form online and include it with your parcel.
  • Provide all the requested information to speed up the returns process.
  • Products from any category (except BMX bikes, Electric scooters, and Full size ramps) on www.Skates.co.uk may be returned using the Collect+ service.
  • Returned parcels must have specific dimensions of no larger than 50cm x 30cm x 30cm.
  • Returned parcels must not weigh more than 10kgs.
  • Returned parcels must have the appropriate Collect+ label attached.
  • Parcels that do not adhere to the above four points will be rejected at the Collect+ collection point

Returns/Exchanges Form (2 pages)

  • Your name
  • Your 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)

 


Returning Items for Warranty Issues

In rare circumstances, Skates may request that a product is returned for inspection after a warranty issue is reported. This can be necessary to determine the nature of a fault, when a photograph does not provide sufficient evidence. 
 
If the inspected fault is indicative of a manufacturing error, Skates 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 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. 
 
Please read our Returns & Exchanges page for details of how to return items. Remember, if you do not follow these instructions, there will be a significant processing delay.
 
If eligible, we will refund postage up to £7.  
 

Skate Shoe Disclaimer

Please note that none of the footwear sold on this site is covered under warranty for damage caused while skating. Although some shoes will have design features that are of benefit to the sport, they are essentially a fashion item and cannot be expected to withstand the potential damage caused by grip tape, braking and attempting skate tricks. 

Scooter Parts Disclaimer

All fitting information is given to the best of our knowledge, but due to the rapidly- changing nature of scooter design, it is impossible for us to guarantee. We will advise you as well as we can, but we cannot be held responsible if a particular part does not work with your set-up. We will, of course, still be happy to accept unsuitable items for refund or exchange, so long as they are unused and purchased less than 14 days prior to return.