postage & refund policy (online orders)

Postage & Refund Policy

This policy sets out the postage and returns policy for goods or services purchased through the online store operated by Roller Girl Gang CIC.

 

Postage

We use Royal Mail Tracked 48 service as our standard postage service for items sent within the UK.

For orders sent abroad, we will decide the best way to send the item, based on size, value and how easy it is to replace. This may be using Royal Mail and then your local postal service partner, or a global logistics company, for example UPS, DHL or FEDEX.

 

Every item that leaves Roller Girl Gang CIC is sent with tracking and most require a signature. As a small business, we simply cannot afford to replace goods that go missing regularly.  Our postage may seem expensive because we send items insured. We import many of our goods, which makes them difficult to replace.

Overpayment of postage. Sometimes, our website collects too much money for postage.  If you feel the postage amount is unreasonable, please contact us prior to placing your order and we will provide a more accurate postage quote.  Where we notice the postage is very high, we will always refund any over payment made.  Postage prices fluctuate all the time, and we absorb as much of these price changes as possible.

We are not responsible for your package going missing, due to an incorrect address being provided, you designating a ‘safe place’ or you not being available to collect the package.  Should this have happened, we will do our best to work with you to recover the item as quickly as possible, using the tracking information provided.

Depending on the item, we will decide if we are able to re-issue the order and claim the costs back from our delivery partner or you have to wait for the delivery partner’s investigation. 

Should your order be returned to us due to non-delivery, for example, you were not available or you did not collect your item, you will be required to pay for re-delivery of the item.

If we have made a mistake with your address, and the tracking information shows an incorrect address, compared to the one entered on your original order, we will rectify our error as quickly as possible.  This may involve re-issuing the goods, providing we have the stock, or refunding your order.  This will be subject to an investigation of the package.

Where your package is being sent abroad, we are not liable for any charges associated with importing the package into your country.

 

Returns for Online Orders

 

You will require a returns slip.  Please contact us to tell us you'd like to return your item or you can download one here.

In line with your statutory rights, you can cancel and return your order up to 14 days after your order is delivered, for any reason.  Please see below for products that may not be returned.

To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

All returns will be inspected when we receive them.  If the item is not in as new, unworn, perfect condition, we reserve the right to refuse the return.

We will refund the cost of the item, minus the cost of delivery.  We will not refund the cost of delivery for you sending the item back to us. Return postage is at the customer’s expense, or items can be dropped off at our Corn Exchange store.

Refunds will be sent via the original method of payment (eg. PayPal will be refunded through PayPal, not cash).

Where roller skates have been sent to you and you wish to return them due to them being the incorrect size or you have changed your mind, these must be returned with an additional box surrounding them.  Do not return them using the roller skate box as the outer box.  We will reject the return, ship the item back to you and take steps to reclaim the cost of shipping the package back to you.  Additionally, all items that were in the box, must be present in the box.  Once your return is assessed, if we deem that something is missing, you will not receive a refund.

Where you have purchased items as part of a surprise package or a combination package, all items that formed part of that package must be returned in original unopened packaging, to be eligible for a refund.

The following products may not be returned, (unless there is a manufacturing problem):

  • Custom roller skates that have been ordered for you. This includes if you have ordered the wrong size.

  • Custom roller skates that have been built to your requirement. This includes wheel swaps and boot and plate mounting.

  • Used/worn skates, or skates that show signs of general wear & tear.

  • Special order items.

  • Non-stock items.

  • Items that state in the product description that they may not be returned or exchanged.

  • Items that were sold as faulty or damaged.

  • Items that have been repaired either by yourself or other people

  • Items that have been damaged by being repaired by yourself or by asking other people to do it.

  • Items that have been visibly used or worn.

  • Items that are marked or dirty in any way.

  • Items with incomplete packaging.

  • Items that have been damaged in return transit due to insufficient packaging.

  • Items over the 14-day returns period

  • Items that have been washed/laundered. 

  • Gift cards

  • If you are unsure if your purchase will be return-able please contact us in advance to find out.

 

Sometimes, we make mistakes and send out the wrong item.  If this should happen, please contact us without delay and we will put things right for you as quickly as possible.  Where is it our mistake, we will always refund the cost of postage to recover the item. As a small business we cannot afford to compensate you further.

Faulty Items

If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.

Should you receive goods you believe are faulty for any reason, please contact us as soon as possible to let us know the nature of the problem and see if we can resolve it for you.  Items that are considered faulty through wear and tear will not be refunded.

Roller Skate Mounting

Please note that hand mounted roller skates may have slight differences – this is perfectly normal and will not affect the use of the skates.

We also use a large variety of tools that may occasionally scratch the plate or boot. While we take the greatest of care during the build process, scratches do occasionally happen. By asking us to mount your roller skate you accept these risks unconditionally.  We never allow roller skates to leave our workshop unless they meet our stringent quality checks. We may not be held liable for any accident or injury caused by using equipment that was built by us.

Exchanges Within the UK Only

Roller skates and some accessories are currently in short supply. If you are returning an item and want to be sure you secure its replacement, please order this and we will refund the original item, minus the original postage cost, once we receive it back.

When we exchange an item within the UK, and it is not our fault, we will split the cost of the postage with you.  That means, you will pay to return the item to us, and we will pay to send out the replacement item.  We will do this only once per order.

We are unable to split the postage cost to items sent abroad.  We will always ask you to place another order through the website.  We will refund the original item once received back safely, minus any postage cost.

Delivery: 

UK - All our items are sent using a trackable service (Tracked 48 service with Royal Mail) as we want you to get your goodies safely! Royal Mail have done a brilliant job of looking after us during lockdown, and we trust them to look after the majority of our mail.  Everything is sent with a tracking number. Our posting days are Mondays, Wednesdays, Thursdays and Fridays.

You can also make your order and collect from us at our store in the Corn Exchange or a class.

We will send out orders as soon as possible; please allow up to 7 days for delivery, although most orders are received much sooner.

If you would like items that are not currently in stock, we aim to update the item listing when we have information.  If there is no information, it is because we don't know!

You are responsible for entering your address correctly - we will post to the address provided when you checkout.

Mistakes:

Should you make a mistake with your order, you must contact us as soon as possible to let us know there is a problem.  We accept that mistakes happen (we make mistakes too), so have created a more efficient way for you to let us know.  Please email us : shop@rollergirlgang.co.uk and put MISTAKE + order number in the subject line or click here.  We will scan for these emails before 12 noon before we pack your order.  If you have changed your mind, put the wrong address, then please use this email.  If your email is not about an urgent mistake with your order, we will respond during our office hours as soon as possible.  At busy times please allow up to 48 hours for a response.  

Sometimes, we make mistakes and send out the wrong item.  If this should happen, please contact us​ without delay and we will put things right for you as quickly as possible.  Where is it our mistake, we will always refund the cost of postage to recover the item. As a small business we cannot afford to compensate you further.

Returns:

All items may be returned in unopened, unused, unworn condition within 14 days of receiving your order.  You must contact us prior to returning an item.  Return postage is at buyer's expense.  

Please note that custom order items cannot be returned.  This includes skates that have been fitted to plates, or skate packages where you select the wheel.

We are only able to accept returns of custom orders where the manufacturer has agreed there is a fault with the item.

Exchanges:

If you have any questions about size, please ask before purchasing.  If you do order the wrong size, we can exchange this for a difference size, assuming the item is in perfect, unused and unworn condition.  You are responsible for the return postage of your item and the postage to have the correct size sent back to you.  We can exchange your unused and unworn goods, but you will need to pay for return postage.  We always suggest using a trackable service for peace of mind.  You must contact us prior to returning an item.  Once this item has been received by us, we can process your exchange.   

Enquiries:

Would you like a custom skate build or would like us to consider stocking a new product?  We would love to help in any way we can, so drop us an email here.  We will respond to emails during office hours and aim to respond as soon as possible.  During busy times, please allow up to 48 hours for a response. 

Office Hours:

We will do our best to respond to questions and queries as soon as possible, however please allow up to 48 hours for us to respond to you at busy times.  Due to our working time, this may mean you are waiting a few days for a response.  We are closed on Tuesdays, so please be aware when you send an enquiry.

ClearPay:

We are only able to accept ClearPay for physical products, excluding subscription boxes.

We are able to accept ClearPay for pre-orders of roller skates, where the roller skates are not into stock.  Should you cancel the order you have placed, an 8% administration charge will be deducted.  This fee is passed on from ClearPay

We are not able to accept ClearPay for: Classes, Workshops, Events, Parties, Gift Cards, Subscription Boxes

We are not able to accept ClearPay in the Corn Exchange Shop.

 

SHOP refund policy(Corn Exchange)

 

If you purchased goods from our Corn Exchange Shop, our refund / exchange policy is here.

Your legal rights include the right to claim a refund, replacement or repair where goods are faulty or misdescribed.

In addition to your legal rights, we also allow you to return goods if you simply change your mind.

Please return the unused goods in original packaging with the receipt/proof of purchase within 14 days and we will offer you an exchange or a credit note.

Please see the Consumer Rights Act 2015 for further advice.