Although we do take the utmost care when picking, packing and shipping your orders, unfortunately sometimes damages are unavoidable and out of our hands when they are being shipped to you through our couriers
If you do happen to receive a product you believe to be damaged, PLEASE DO NOT OPEN THE PRODUCT, since, in order for us to sort this out, it often means that we will need the product back with us before we get a new one out to you. If you think there may be damages, please let our Support Team know straight away via our support portal - [email protected] - as we are unable to claim after 14 days of this shipping from us.
If an order does arrive damaged please take as many photos of the parcel clearly showing the Label (DPD or Royal Mail) as well as all sides and the bottom of the box. We would also ask for you to send us photos of the damage to the product.
Without these photos, we may be unable to claim for this, especially for the Next day Express delivery and the Express Weekend Delivery (UK), and for DPD Air Classic.
If the damage is cosmetic and doesn’t impact the functionality of the product. I.E a rip in the cellophane wrap on an Elite Trainer Box and you have not stated that this is for a sealed collection in your order comment or contacted support before this is shipped, The cost of returning and reshipping a pristine box will be down to yourself.
While we are in the claims stage we are unable to offer Refunds/Returns/Replacements until the courier's come back to us, This takes an average of 14 days but can vary depending on the time of year and the complexity of the claim