Where do you deliver?
How much does delivery cost and how long will it take?
Do you always meet your delivery timescales?
What happens if my order comes over two deliveries – am I expected to pay postage twice?
What if I’m not in when you make a delivery?
Can I have free postage on my order?
Will I get back the original postage and packing charges that I paid if I cancel my order?
What’s your returns policy?
What happens if I do not like the items or they do not fit?
Will I get back the original postage and packing charges that I paid of I cancel my order?
Why don’t you offer free returns when most of your competitors do?
How long does it take to process my returns?
Where should I send my returns?
The world is our oyster. Or so we like to think. We’d like to embrace the whole of it, but things are not that simple. And our arms are not that long. In the meantime, the countries we aim to deliver to include:
UK, Channel Islands, Isle of Man, British Forces Post Office.
Europe: Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia. Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and Vatican City.
The Rest Of The World: Antigua, Australia, Bahamas, Bahrain, Barbados, Brasil, Canada, Cayman Islands, China, Fiji, Hong Kong, India, Israel, Jamaica, Japan, Jordan, Korea, Kuwait, Malaysia, New Zealand, Oman, Russia, Saudi Arabia, Singapore, South Africa, Turkey, United Arab Emirates and Virgin Islands.
We’ve tried to keep the prices down as much as possible and offer a £4.99 postage service for UK Delivery which takes between 3-5 working days (for in stock items) by Hermes. We may use other services for more remote locations. We try to keep the delivery charges to a minimum but as a not for profit charity we have to pass on the actual delivery cost to customers so we can continue to offer our clothing at a fair price and still raise funds for the charity.
Costs £15.00 Flat Rate
Europe: 8-10 working days for in stock items
Rest Of World 12-14 working days for in stock items.
We do try our best to meet the delivery timescales that we quote, but occasionally a parcel can be late due to reasons that are out of our control.
No, you only pay one lot of postage per order, regardless of how many parcels we send out to you.
Don’t worry. The nice man or woman who delivers your order will leave a card saying they’ve called, but no one was at home. There’ll be a phone number for you to ring to arrange a more convenient delivery day.
We know you all like free postage and we do offer it if you are in the UK and order over £200 worth of products. We have considered offering it for smaller orders but the costs would have to be absorbed elsewhere (i.e. the price of the clothes going up, which wouldn’t be popular either). The old cliché that ‘the customer pays in the end’ is true in this case I’m afraid.
If you are in the European Union and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. We will not refund any postage and packing charges if you cancel after the fourteen days allowed under the Distance Selling Regulations or if you only cancel part of your order (you have 14 days to return your goods and receive a refund for the cost of the goods as long as they are returned unworn, please check that the product you’re returning is returnable in the product description, intimate items of clothing will not be refunded if worn).
DO I HAVE TO PAY FOR POSTAGE IF I WANT TO EXCHANGE AN ITEM?
We hope you’ll understand that you will have to pay for return postage yourself, as a charity we cannot absorb these costs unless the item was sent out incorrectly by us.
WHAT IF I WANT TO EXCHANGE MY ITEM FOR SOMETHING CHEAPER OR MORE EXPENSIVE?
We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one. That seems fair to us.
As with returns, we offer you 14 days to make your mind up.
WHAT’S YOUR RETURN POLICY?
We operate a 14 day returns policy, we’ll give you back the amount you paid for the item or offer an exchange, whichever you prefer. We will refund the original postage but not the returns postage refund postage unless it was our error; you received the wrong item or it was faulty. We fully comply with the distance selling act.
WHAT HAPPENS IF I DON’T LIKE THE ITEMS OR THEY DO NOT FIT?
Please try to order the correct size, we give you the full details of sizing in the product pages as provided by the manufacturer Bioracer. We do this because we aren’t a big highstreet store and we don’t carry much stock because we are a charity. If you are unsure of sizing please email us before ordering or just order the item you think would most likely fit (remember that these products are a slim streamlined product) and then if it turns out to be too tight or billowing like a windsock then we can arrange a refund, return or exchange. Just send the item back to us and, depending on your preferences and stock levels, we’ll either exchange it or give you a full refund. Please email us to let us know that you are going to send back the item by filling in you order details Order number, item & size along with your reason for return or exchange, The items must be returned to us unworn (obviously we allow you to try the items on but please don’t wear them for a sweaty bike session and then expect to send the item back because you don’t like the colour or fit). We have a 14 day returns policy. We will refund delivery charges for items that have been sent out by us in error or that are faulty or different from the item you ordered. We comply with all UK distance selling regulations.
WILL I GET BACK THE ORIGINAL POSTAGE AND PACKING CHARGES THAT I PAID IF I CANCEL MY ORDER?
If you are in the European Union and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any). If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us unless the items you received were not what you ordered or faulty.
WHY DON’T YOU OFFER FREE RETURNS WHEN MOST OF YOUR COMPETITORS DO?
Simply because we are a charity, so we don’t have lots of stock and we try to be as transparent as possible with the sizing and colours as provided by our manufacturer Bioracer, all monies raised from our shop go straight back into providing race and training opportunities for cyclists, not a penny is wasted. We thought about this, but most companies that offer this absorb the costs in other areas – for example putting up the price of their products. We don’t want to do that, so decided to keep things as transparent as possible by letting you know from the offset that it’s our policy to charge for returns.
HOW LONG DOES IT TAKE TO PROCESS MY RETURNS?
We try to process returns as quickly as possible, but it can take up to fourteen days when we’re very busy. Over the last season we have brought down the average time it takes to process a return. We will continue to try and reduce it this season.
If you are returning goods for refund or exchange please send them to:
Racing Chance Foundation,
26 Debenham Road,