FAQs

ANSWERS TO YOUR QUESTIONS

Shopping Information

WHAT SHIPPING METHODS DO YOU USE?
We will dispatch your orders with either Royal Mail or DPD depending on the item and service chosen, rates and services are automatically calculated at the checkout. We pick the service to best suit your order and get it to you quick and safely. We are constantly working to get the best delivery rates and service for you. Decks, skateboards, large items and high value items will usually be send via DPD. Unfortunately, Royal Mail won't take skateboard size parcels as they are too big for them. Read more about how we send orders here... 
HOW LONG WILL IT TAKE TO GET MY PACKAGE?
This depends on the delivery service you selected at the checkout. We Ship orders Monday to Friday (excluding national holidays), we aim to process, pack and send your order within 1 working day. When we encounter an unforeseen delay in sending your order, we will contact you. Once your order is with our delivery partners we expect them to deliver to you in the time quoted for that service, i.e. '1-2 Working Days'. Sometimes there are delays in orders being delivered, particularly around the busy Christmas period, severe weather or a global pandemic. These orders do all eventually arrive but once they are with our delivery partners we have limited control over them. You will receive a tracking number that shows the delivery progress.  Read more about how we send orders here...
DO YOU SHIP INTERNATIONALLY?
Sadly due to Brexit, the new export rules the UK government have "skilfully" negotiated now make it impossible for us to deliver the same level of service to our European customers. Frustratingly we are no longer able to provide shipping outside of the UK. As soon as the situation in the UK changes we will continue shipping outside of the UK.
WHAT DOES IT COST TO DELIVER MY ORDER?
Our delivery services and prices are listed here... When you pay for a delivery, we will only pass on what our shipping services charge us. We are constantly working to bring you the best delivery rates we can. Please note, some areas of the UK are charged at a premium rate by our delivery partners, we try to subsidies this cost as much as possible but please check your address against this list here...

Payment Information

WHAT PAYMENT METHODS ARE ACCEPTED?
We accept a variety of payment methods online and in store including: Credit/Debit Cards (Visa, MasterCard), Paypal, Amazon Pay, Apple Pay & Google Pay. You can chose the payment method that best suits you at the checkout.
IS BUYING ON-LINE SAFE?
We try to make online payment as safe as possible, we are PCI compliant and do not store your card details at any point. Payments are handled by our secure payment providers, we do not have access to your card details to take payments. Read our privacy policy here...

My Order Failed, But Funds Still Taken?!

If you have placed an order online which has failed the funds will not have been taken from your account, despite how it looks! This is a very common procedure for online transactions.
Whenever a transaction is processed through our systems we carry out fraud prevention checks and get authorisation from the bank before the funds are taken.

What's an authorisation?
When your transaction is sent for authorisation, checks are carried out with the website's bank. This is to check that they would like to process the transaction. Then an authorisation request is sent to your card issuing bank to ensure that the funds are available to make payment. If everything is ok, your bank will place a reserve on your account for the amount of the transaction. This will allow the funds to be taken from your account for the transaction. This is also known as a shadow.

Order failed
After authorisation, your transaction can still fail. If the transaction fails after authorisation the funds will still be reserved on your account. Although they have not been debited from your account they will appear to have been taken.

How long does this last?
After authorisation has been placed on your account the reserve can last up to 7 working days before it is lifted, typically it's resolved much sooner than this. Please note, this is not controlled by us and we cannot remove this from your account. If you would like to get the reserve lifted urgently, you will need to speak directly with your card issuing bank. They will be able to help with removing the reserve and making the funds available to you.

Have the funds left my account?
No. The reserve only highlights the funds to be debited from your account. They do not actually remove them. Once the reserve is removed from your account the funds will simply re-appear.

Orders and Returns

HOW DO I PLACE AN ORDER?
Ordering with us is simple, find the items you wish to buy, select any extra options, click to add it to your basket then proceed to the checkout. If you have any problems ordering or would like some buying advice then please give us a call on: 01837 55778
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
You don't need an account to order with us. You can use the checkout as a guest but you won't have access to the 'My Account' area where you can see your orders progress, previous orders and more.
WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?
We are here ready to answer any questions you might have like: what to order, payment problems or 'where is my order?'. You can either call us, message us or email us here...
HOW CAN I CANCEL OR CHANGE MY ORDER?
If you need to change anything about your order, please contact us as soon as possible, we process orders quickly so we need to catch it before it is sent. Call us or message us here...
HOW DO I TRACK MY ORDER?
Once your order has been processed we will send you an email confirmation that contains a tracking number for your delivery. We will include a link to a website where you can use this number to track your delivery. You can also access your tracking number from your account area when you place an order.
HOW DO I RETURN MY ORDER?
We offer a 100 day returns policy from the day you purchased your item. If you’re not 100% happy with your item when you receive it or just changed your mind, follow our simple steps to return it for a refund or exchange here... Once we receive the item we will process your refund, typically this happens the same working day. If you believe the item is faulty then please contact us before sending. Read our full returns guide here...
CAN I EXCHANGE MY ITEM FOR A DIFFERENT SIZE IF IT DOESN'T FIT?
Yes, we are happy to exchange for a different size, make sure you let us know what size you need. Send back the original item with a completed returns form following the steps below. Once we receive your returned item we will send out the new size for free. Follow our full returns guide here...
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