Initiate your return and agree with our return policy*
Summary of the Return Policy
- You have 60 days after the date of receiving to return items to us for a refund.
- The items must be unused, in original packaging, include the tags and packed in a protective box as you originally received it.
- Tents cannot be returned using this Return Portal. Please follow How to return a tent?
- Return of damaged or incorrect items must be approved by Customer Service for free return.
- Return fee: £4.95, big and heavy products £11.99 and tents £25
- Returns are delivered to us within 4 weeks
- Information about Brexit
- Check which items cannot be returned here
How to use the Return Portal?
To access the Return Portal, you must:
- Enter your Order Number (6XXXXXXX)*
- Enter the email address you used to place your order (Check you invoice in case of doubt)
* If you need to return an item that was received in a second delivery such as a claim, a split order, a resent order/item, please contact our customer service to get the correct order number to enter in the return portal.
Once in the Return Portal
- Select the item/s to be returned
- Select the quantity of item/s returned**
- Choose your return reason*
- Arrived too late: (Return freight charge applies)
- Incorrect item received: Enter your claim number in the Description section.*
- Too large: (Return freight charge applies)
- Too small: (Return freight charge applies)
- Damaged: Enter your claim number in the Description section.*
- Changed my mind: (Return freight charge applies)
- Image/Description was not accurate: Enter your claim number in the Description section.*
- Agree with this Return Policy to be able to generate the return label.
*To get a claim number, please consult the following page: I got it damaged, incorrect, or it doesn't fit my bike
**If you need to return more than 20Kg or if you need to return more than one parcel from the same order, you will need to create the same number of labels as parcels. To do so, select only the items to be returned in each box and download the return label. Repeat the process for each box being returned.
Each return label created is linked to a specific order number.
Please ensure the returned parcel only contains items from that order.
How to generate the Return Label?
You will be invited to create and download your return label at the last step of this return portal.
- Select the carrier to do your return.
- Agree with the Return freight charges policy to continue.
- Enter your email address to receive updates regarding your return.
- Print the return label and stick it on your return parcel, on top of the old labels, if any.
- Return the parcel in the closest UPS drop-off point:
- You will see a map on the corresponding page on the Return Portal
- Enter the Post Code or the City name
- When you are dropping off your parcel, the drop-off point will scan your parcel and you will automatically receive an SMS confirmation. Keep this until your return has been received at our warehouse and your return processed.
Initiate your return and agree with our return policy*