Shop Delivery, Returns & Exchanges

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Office Hours:

Our office hours are 10am - 6pm Monday - Saturday and 11am - 4pm Sunday.  

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.  Monday is our busiest day of the week, so please be aware when you send an enquiry.

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.

 

Overseas - select the postage for your part of the world.   If your postage turns out to be cheaper, we will refund the difference.  We send all our international items tracked and signed for (assuming your country offers this service.)  Occasionally we find the postage will be much more expensive than the guide price on our website.  In this case we will contact you and ask if you will pay the extra postage cost or you wish to cancel your order.

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.

CHRISTMAS RETURNS: To help you shop with confidence, we are automatically extending our returns policy during November and December.  All items purchased online or in-store may be returned for a refund or exchange, up to and including 9th January 2022, with a valid receipt showing the item was purchased in November or December 2021. Items purchased as part of a package will only be refunded if all items are returned.  All items must be in original, unopened packaging.  Products must be unworn. Customer custom roller skate orders placed during November and December are excluded from this policy. 
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.   

Very occasionally we send out the wrong size of an item - please let us know that we made a mistake and send the item back to us.  We will exchange it at no further postage cost and refund you any return postage. 

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

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. You can also check our Frequently Asked Questions page.

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 store. You would need to order online, and select 'Collect at Store'.

Online orders vs In-store customers:
Our store will be closed to customers on weekday mornings, to allow us to pack online orders. Once our store is open, in-store customers will have priority over any goods in hand.  For example, if there is one pair of roller skates left in a particular size or colour, and a customer in-store is holding them with a view to purchase, we would refund an online order that came in at the same time.
We will have notifications switched on for online orders, and will do our best to transfer them to our packing shelf.  Once goods are on our packing shelf, they are secure and in-store customers will not be able to purchase these. We apologise for any inconvenience this may cause. We are not able to reserve any goods that have not been paid for.