We are happy to offer our UK customers peace of mind when placing an order for over £20 by providing a Free Returns service via Collect+ or Royal Mail Tracked Return services by informing us within 14 days of delivery. Now you can order in confidence in the knowledge that should your items not fit correctly or are unwanted you don’t need to worry about the cost of returning the goods.
The Collect+ returns service means you can drop your parcel off at one of 5,500 local shops in the UK. Usually these shops are open late and within just 1 mile of your home which means more convenience. When you drop your parcel off you will receive a receipt with tracking details for your parcel so you know where it is and when we receive it. Collect+ is normally used for larger items.
The Royal Mail Tracked Return services means that you can drop your parcel off at one of over 11,500 Post Offices in the UK. When you drop off your parcel at the Post Office you will be given a receipt that will have the tracking details for your parcel so you can track where it is and see when we receive it. Royal Mail Tracked Return services are usually used for shoes, clothing, skates, skateboards, scooters and other similar sized items. Anything over 5kg or a very large box, please contact us for clarification on the returns method.
On this page you will find all the information you need regarding returning your goods. Please read through carefully and if you have any queries please don’t hesitate to contact us on 0121 501 1111 or email@example.com and we will be happy to assist.
- Weight/size restrictions mean larger items cannot use the Collect+ Service. Typically these will be products 9kg or more and/or package size greater than 60cm x 50cm x 50cm. In this instance you will need to return the item via another courier at your own cost.
- If you choose to return your item via any other method than Collect+ or Royal Mail Tracked Returns we will not pay for the return.
- This service is limited to customers in the UK only.
- How long do I have to return my item?
- Can I return my items?
- My item is faulty. What do I do?
- How do I return my items?
- Where do I send my items?
- How long will it take for my return to be processed?
- My exchange is urgent! What do I do?
- Can I return my product under warranty?
If you can't find an answer to your question please don't hesitate to call us on 01215011111 or email firstname.lastname@example.org
How long do I have to return my items?
Here at Skate Hut we offer a 28 day returns policy that commences upon the day you receive your goods. Within this time you can return your unused/unworn goods for refund, credit or exchange. Please note: Items that are returned after the 28 day period will be returned to you unless exceptional circumstances apply. Please note that if you are returning your item(s) for a refund you must inform us within 14 days.
Can I return my items?
We will NOT accept returns if;
- The item has been visibly used or worn.
- The item is marked or dirty in any way.
- The packaging has been lost, thrown away or damaged.
- The item has been damaged in return transit due to insufficient packaging.
- The item is over the 28 day returns period
Weight/size restrictions mean larger items cannot use the Collect+ Service. Typically these will be products 9kg or more and/or package size greater than 60cm x 50cm x 50cm. In this instance you will need to return the item via another courier at your own cost.
In the rare circumstance you have received an incorrect item, please inform us within 48 hours of receipt and do not use/wear the item you have received.
Please note that footwear that has been used for Skating/Scootering is not covered under warranty. The shoes sold for skating do feature elements to help make them more durable for the sport but they are not impervious to damage caused by grip tape, braking or attempting tricks.
My item is faulty. What do I do?
In the unfortunate event that you have received an item you believe to be faulty please check the following steps before returning your goods. We need to be informed of any potential fault within 48 hours of receipt of the goods so please make sure you check over your product as soon as it is received.
If a manual is present please read these thoroughly to ensure correct operation of the product.
If the fault persists please email email@example.com with a description of the fault and your order number. If you could also attach a photo of the area this could help speed up the process a great deal. Alternatively please call to discuss this with our Customer Service Team on 0121 501 1111. Please then await further instruction in reply from a member of our sales team. Emails are usually answered within 24 working hours.
If you believe that your scooter may be faulty please click here for information that may be of help in resolving the issue.
How do I return my items?
On the reverse of your invoice you will find a simple returns form that needs to be completed and returned along with your goods. Please note that failure to complete this form may result in delays when processing your return. We would also ask that you do not put any tape or labels directly on to the product packaging as this will deem the product unsaleable. Please cover the original packaging as best you can before applying any tape or labels.
With most items you will receive a free returns label with your order. If for any reason you need to return the unused/unworn item you can simply complete the returns form, pack the returns form in the parcel, attach the Collect+ label and drop the package at your nearest Collect+ store (89% of our customers are within 1 mile of a Collect+ store). Please use the link below to find your nearest store.
For orders that have received a Royal Mail Tracked Returns sheet, please fill in the lower half of the form, cut along the dotted line in the centre of the sheet, put it in the parcel then attach the label from the top left of the returns sheet to the outer of the parcel. To find your nearest Post Office please use the following link:-
Where do I send my items?
Orders that are eligible for the Collect+ or Royal Mail returns service and are taken to their respective drop-off points will automatically come back to us.
If your order is less than £20 and in all other circumstances the returns address is below;
Skate Hut Ltd
Unit 2, Block 2
Shenstone Trading Estate
Please do not put any tape or labels directly on to the product packaging as this will damage the packaging and cause the product to be unsaleable. In this instance you may be charged for the resulting damage.
How long will it take for my return to be processed?
It can take 2-4 days for your return to be processed once we have received the goods, please allow for this time period before getting in touch. When the return has been processed a member of the returns team will be in touch via phone or email to confirm the action taken. The Collect+ service normally takes 2-5 working days for items to get back to us; Royal Mail takes 2-3 working days to get back to us. Don’t forget that you can track the whereabouts of your parcel coming back to us via the tracking reference you were given at the drop off point.
In the event that extra payment is required for an exchange, a member of the returns team will give you a call to take payment.
If you have requested a refund please allow 72 hours from processing the return for the funds to reach your account. All refunds are credited to the original method used to place the order.
My exchange is urgent! What do I do?
We understand that sometimes an exchange may be urgent. In this case we would recommend placing another order through the website and return the other item back for a full refund.
Can I return my product under warranty?
All products will come with a limited manufacturer warranty, most of the time this information will be with the product. Please check this information as some manufacturers will ask that you contact them directly. In most cases however you would be asked to contact the retailer.
In the event that you feel you can claim under the warranty we would ask that you email us with a description of the issue, your order number and preferably a photograph illustrating the issue.
In some cases we may be required to contact the manufacturer for their expert opinion before a decision is made.
We may also ask that a product is returned to us for inspection and if a fault can be repaired, or damaged part replaced we are obliged to do this and return the product to you.
Please note that footwear that has been used for Skating/Scootering is not covered under warranty. The shoes sold for skating do feature elements to help make them more durable for the sport but they are not impervious to damage caused by grip tape, braking and attempting tricks.
I need to return an item from outside the UK.
Unfortunately we cannot offer free returns on orders outside of the UK. You would need to return your item to the returns address above at your own cost.
Christmas Returns Policy
Don’t worry about buying your Christmas gifts early! Here at Skatehut we offer an extended returns policy for exchange/Credit over the Christmas period so you can buy with peace of mind!
Orders placed after the 1st October 2015 will be covered by our extended returns policy. Orders placed after the 1st October 2015 will be eligible to be returned for an exchange or credit up to the 11th January 2016.
We would always recommend checking over your product well in advance of Christmas to make sure it is as expected and to avoid any disappointment on the big day.
If you require a refund the standard policy applies.