We are happy to offer our UK customers peace of mind when ordering Clothes, Footwear and accessories from Rutland Skates by providing a Returns service for £4.95 via Hermes Courier. 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 hassle of returning the goods.
Our Hermes 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.
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 07948 657 764 or email@example.com and we will be happy to assist.
- Weight/size restrictions mean larger items cannot use the Hermes 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 Royal Mail or a courier at your own cost.
- If you choose to return your item via any other method than Hermes 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 07948 657 764 or email firstname.lastname@example.org
How long do I have to return my items?
Here at Rutland Skates we offer a 30 day returns policy that commences upon the day you receive your goods. Within this time you can return your unused/unworn goods for refund or exchange. Please note that goods that are returned after the 30 day period will be returned to you unless exceptional circumstances apply.
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 30 day returns period
Weight/size restrictions mean larger items cannot use the Hermes 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 Royal Mail or a 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 07905 318 350. Please then await further instruction in reply from a member of our sales team. Emails are usually answered within 24 working hours.
How do I return my items?
Simply email firstname.lastname@example.org alternatively please call to discuss this with our Customer Service Team on 07905 318 350 in which upon payment of £4.95 we will send an Email containing a returns form and lables for which need to be PRINTED and ATTACHED on the packaged goods/item(s) 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.
If for any reason you need to return the unused/unworn item you can simply complete the returns form, attach the label and drop the package at your nearest Hermes store (89% of our customers are within 1 mile of a Hermes store). Please use the link below to find your nearest store.
Where do I send my items?
Orders that are eligible for the Hermes returns service and are taken to a Hermes store will automatically come back to us.
In all other circumstances the returns address is below;
Please do not put any tape or labels directly on to the product packaging as this may 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 from receipt of 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.
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.