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Domestic Customers

We use Royal Mail or UPS to deliver all domestic parcels. Which courier we use will depend on the volume and value of your parcel.

Important Information To Note For Domestic Customers

• Working days are Monday to Friday, excluding bank holidays.
• We will send you a shipment/tracking email when we have despatched your parcel.
• Tracking numbers may not become active until the evening when the courier sorts your parcel.
• A signature will be required on delivery for parcels sent with UPS.
• Parcels sent with Royal Mail may be left at a post office or delivery office if nobody is available to sign for the parcel.
• Free shipping is a discount. As such if items are returned that take your order value under the 'Free when you spend' amount the shipping discount will be claimed back.

*Postcode Exclusions:
Unfortunately we cannot offer express, next working day, or Saturday delivery to the following domestic postcodes;
BT(All), IM(All), AB30-38, AB40-56, FK17-21, HS(All), IV(All), KA27-28, KW(All) PA20-80, PH15-50, TR21-25, ZE(All).

International Customers

International customers please read the following before ordering;

• Rollersnakes is based in the United Kingdom.
• All parcels shipped to outside of the United Kingdom are considered International parcels.
• We offer shipping to all major countries worldwide.
• All parcels shipped Internationally will be with UPS.
• We recommend adding items to the basket and using the shipping rate calculator in the basket to calculate your shipping price.
• Depending on the volume and weight of your parcel additional charges may apply to be able dispatch international parcels, if you do not agree to pay these we reserve the right to cancel your order.
• It is vital that when you place your order you provide us with a valid daytime telephone number as well as an email address as the courier may wish to contact you.
• The stated transit time is from date of dispatch. Please allow one working day for dispatch of your parcel.
• Our couriers class working days as Monday to Friday, excluding local holidays.
• Our couriers do not deliver to PO Box (Post Office Box) addresses.
• Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

How to Return

To return your item(s) follow these instructions;

1) Locate the Despatch note included with your original parcel. If you do not have it then write a note to include with your return parcel.

2) Write the appropriate return code next to the item(s) you wish to return;
101 / Refund - Item too big
102 / Refund - Item too small
103 / Refund - Not as expected
104 / Refund - Wrong item ordered
105 / Refund - Wrong item received
106 / Refund - Arrived too late
107 / Refund - Faulty
108 / Refund - Other
201 / Exchange - Item too big
202 / Exchange - Item too small
203 / Exchange - Not as expected
204 / Exchange - Wrong item ordered
205 / Exchange - Wrong item received
206 / Exchange - Arrived too late
207 / Exchange - Faulty
208 / Exchange - Other

3) Package up your items securely. Don't forget to include your returns paperwork.

4) Write the following address clearly on the outside of the package; Returns Department, Rollersnakes, Unit 7, The Parker Industrial Estate, Mansfield Road, Derby, DE21 4SZ

5) Take your parcel to a post office and pay them to send the package back to us.

Important information for returning items

Consumer Contract Regulations (CCR)

The UK Consumer Contract Regulations advise that you have 14 days in which you can cancel your contract for your order in order to receive a full refund including your postage to get the item to you.

The 14 calendar days start from the time when you receive your goods. To cancel your order please inform us here.

To return your order for cancellation you must return your full order and must comply with our Conditions of Return.

Please note: UK Consumer Contract Regulations exclude the following:

Custom skateboard builds, including gripped decks
Sealed media, such as CDs, DVDs that have been opened
Underwear and swimwear

100 Day Return Policy

If your items are not as you had hoped for - you've got 100 days from the date of receiving your goods to return them to us. Conditions apply see below;

Conditions of Return

• Packaging - If possible return the item(s) in their original packaging. Garment labels and tags must still be attached. The shoe box forms part of the goods and as such we ask that you place the shoe box inside further packaging to avoid damage.
• Item Condition - Make sure the item is not damaged, marked or visibly worn. Do not wash your item(s) or attempt to change them in any way. Always try on your shoes indoors on carpet to avoid getting marks on them and for hygiene purposes wear socks.

Special Discounts and Free Gifts

Free gifts returned to us for exchange will not be eligible for free postage back to you.

Items returned for refund that contributed towards a special discount (multi-buys, free items, free postage), the discount will be claimed back where applicable. For example if only one item was returned from a 'buy one get one free' offer the discount would be claimed back.

Returns Exclusions

• Custom skateboard builds, including gripped decks.
• Sealed media, such as CDs, DVDs that have been opened.
• Underwear and swimwear.

Please be aware that due to the nature of skateboarding any snapped/cracked deck or shoes that have been worn down by griptape are not considered faulty and cannot be returned to us.

Refusing a Delivery

If you want to refuse, or have refused delivery because you do not want the parcel you will be liable for any costs we incur from our courier for return delivery.

International Returns

We accept returns from all countries we ship to. Return postage costs are to be covered by the customer. Postage will be charged for any outgoing parcels. We can arrange returns on your behalf for a fee please contact us for more information.

Faulty Returns

In the unfortunate event that your item(s) is faulty, please contact us with;

• The order number
• The faulty item's name and number
• A description of the fault
• Pictures of the fault where possible

We'll endeavour to get a resolution for you as quickly as possible.

Please be aware that due to the nature of skateboarding any snapped/cracked deck or shoes that have been worn down by griptape are not considered faulty and cannot be returned to us.

Returns sent at your own expense will only receive a refund to the value of £3.49 the cost of a Rollersnakes returns label.

Returning to our Store

For your convenience, you can go to our Derby store with your returns. Please ensure that you take your invoice with you as proof of purchase. Exchanges can be dealt with immediately, however refunds must go through our refund process and could take up to 14 working days to clear into your account.

Timeframes

All exchanges and refunds are processed within 2 working days of receiving them back. We will send you an email (if a valid email address was included on your order) to let you know we've processed your exchange or refund.

Returned items where more information is required from the customer to complete the transaction will only be held for 6 months maximum. The items will then either be returned to the customer or disposed of.

Our Return Address

Returns Department
Rollersnakes, Unit 7
The Parker Industrial Estate, Mansfield Road
Derby
DE21 4SZ