Items must be unused.
Resalable condition
- Use
- No signs of use
- Packaging
- Original packaging included
- Result
- Used items may be refused
Returns, Exchanges & Guarantees
Returns, exchanges & guarantees
Easy returns for your Skates.co.uk order.
Need to return an item, report a problem or raise a warranty issue? Start by contacting Skates.co.uk with your order number and the reason for your return. Returns must be unused, securely packaged and sent back with the original packaging.
1
Request your return
Contact Skates.co.uk with your order number and return reason.
2
Package it carefully
Keep tape and labels off the product and product packaging.
3
Send it back
Use the prepaid DHL label or arrange your own return service.
UK Mainland returns
How to return your item.
You can use Skates.co.uk's DHL returns option, or arrange your own return through Royal Mail, a courier or another service.
Step 1
Contact Skates.co.uk
Email support@skates.co.uk or call +44 (0)1794 830005. Include your order number and the reason for returning so the team can authorise the return and issue the prepaid DHL label if required.
Step 2
Package your return securely
Wrap the item carefully and do not apply tape directly to the product, packaging or box. Damage caused by tape or poor packaging may result in a charge or the return being refused.
Step 3
Attach your return label
Once authorised, attach the label to the outer parcel only. Do not attach the label to the product itself or the product's box.
Step 4
Drop off at a DHL service point
Take the labelled parcel to your local DHL E-Commerce service point and keep the receipt so you can track the return if needed.
The prepaid DHL return label costs £5.99. The label is paid for upfront by Skates.co.uk and the £5.99 cost is deducted from your refund.
Before sending
Return rules at a glance.
Following these points helps avoid delays, deductions or a refused return.
Examples of non-resalable returns include griptape applied to a deck, signs of use on wheels, damaged packaging or labels/tape applied directly to the product box.
Refunds & exchanges
What happens after your return arrives.
Returns can take up to 2 weeks to be processed. Refund timings depend on the original payment method.
| Topic | What to know | Timing / cost |
|---|---|---|
| Return processing | Skates.co.uk aims to process returns within 14 days after the parcel arrives back with them. |
Within 14 days |
| Card refunds | Refunds go back to the card originally used to place the order. | Usually 2-3 working days after processing |
| PayPal refunds | PayPal refunds normally clear more quickly after processing. | Usually within a few hours |
| Exchanges | Stock cannot be reserved for exchanges. Return the item for a refund, then place a new order for the replacement item. | New order required |
| Postage deductions | If your order qualified for free shipping and you return it for a refund, a shipping charge may be deducted. Original paid shipping is not refunded when returning an order. | £4.95 shipping charge, plus £5.99 return label if used |
Skates.co.uk does not refund by bank transfer. Refunds are returned to the original payment method only.
Problems & warranty
Wrong items, defects and warranty claims.
Contact Skates.co.uk before sending anything back, especially if the item is incorrect, defective or part of a warranty issue.
Contact within 7 days.
Email support@skates.co.uk or call +44 (0)1794 830005 with your order details and photos of the incorrect item. Skates.co.uk will need the incorrect goods returned before the correct item is dispatched.
Contact before use.
If an item arrives with a defect or cosmetic damage, contact Skates.co.uk before using it. Contact is required within 14 days of delivery, and the item must be returned within a further 7 days if requested.
Initial cover is 30 days.
Skates.co.uk covers items for defects for 30 days from delivery. After that, warranty support is passed to the relevant brand or supplier where applicable.
Photos or videos help the team assess the issue.
Warranty claims usually start by email. Skates.co.uk will ask for details of the fault, photos or video, and may ask for the item to be returned for inspection.
Postage may be reimbursed.
If a returned item is found to have a manufacturing fault, Skates.co.uk will reimburse UK return postage up to £7 or provide a returns label where appropriate.
User damage is not covered.
If the issue is caused by user error, general wear and tear or extreme use, you may be responsible for postage and repair costs.
Do not send warranty or defective items back without authorisation first, as charges may apply if no warranty or defect case is found.
Delivery issues
Failed, refused or missing deliveries.
These charges and contact windows apply when parcels fail delivery, are refused, or an order is missing.
£5 courier return fee.
If delivery fails because the customer is repeatedly unavailable or incorrect address details were provided, there is a £5 courier fee for returning the parcel to Skates.co.uk.
£15 courier fee.
If delivery is refused when it arrives, there is a £15 courier fee. Skates.co.uk recommends following the returns process rather than refusing delivery.
Use your missed-delivery card.
After the first delivery attempt, you can arrange to collect the parcel from the nearest depot using the details on the missed-delivery card.
Contact within 7 days.
If an item is missing from your order, or you have not received the order, Skates.co.uk requires contact within 7 days for UK Mainland orders.
To avoid courier charges, check your delivery details are accurate and make sure someone is available to receive the parcel.
Care & notes
Reasonable care and product notes.
Please look after goods and packaging while deciding whether to keep your order.
Keep products in returnable condition.
Please avoid using or damaging the item or its packaging while deciding whether to keep it. Deductions or refusal may apply if goods have not been looked after.
Skating damage is not covered.
Products sold on the site are not covered under warranty for natural wear and tear caused while riding.
Fitment advice is given in good faith.
Because scooter design changes quickly, fitting information cannot be guaranteed. Unsuitable, unused items can still be returned for a refund if purchased within the return window.
Orders may be cancelled where necessary.
Skates.co.uk reserves the right to cancel and refund orders where it considers this necessary.
FAQs
Returns questions answered.
Quick answers for the most common returns, exchange and warranty questions.
How do I start a return?
Email support@skates.co.uk or call +44 (0)1794 830005 with your order number and reason for returning. Skates.co.uk will then authorise the return and provide label details if needed.
How much is the prepaid return label?
The prepaid DHL return label costs £5.99. This is deducted from your refund if you use the label.
Can I arrange my own return?
Yes. You can arrange your own return through Royal Mail, a courier or another suitable service. Keep your receipt and tracking details.
How long does a refund take?
Returns can take up to 2 weeks to process after arriving back with Skates.co.uk. Card refunds then usually take 2-3 working days, while PayPal refunds usually clear within a few hours.
Can I exchange an item?
Skates.co.uk cannot reserve stock for exchanges. Return the item for a refund, then place a new order for the replacement item through the website.
What happens if my item has been used?
Returns must show no signs of use and should include the original packaging. Used or non-resalable items may be refused and sent back to you at your cost.
What should I do if I received the wrong item?
Contact Skates.co.uk within 7 days with your order details and photos of the incorrect item before sending anything back.
What should I do if my item arrives damaged or defective?
Contact Skates.co.uk before using the item. Photos may be required, and you should not send the item back without authorisation first.
Need help with a return?
For returns, refund, exchange or warranty questions, contact Skates.co.uk before sending anything back.
Email support support@skates.co.uk Contact page +44 (0)1794 830005
Mon-Fri 10:00am - 4:00pm DHL service point Find your nearest drop-off location once your return has been authorised.
Mon-Fri 10:00am - 4:00pm DHL service point Find your nearest drop-off location once your return has been authorised.
Please include your order number whenever you contact Skates.co.uk about a return, refund, exchange, delivery issue or warranty claim.
