Returns and Shipping
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All of our products are made to order as we aim to minimise our impact on the environment by only producing and shipping what we need.
The full process takes 6-8 weeks to create and ship a jersey and 1-2 weeks to create and ship a T-shirt.
We aim to keep you in the loop through the whole process so you know
what your garment is getting up to.
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We use DHL/Royal Mail for all shipping, and Tracked & Signed For where possible.
When your garment is ready for shipping, we will send you your tracking details
so you can keep an eye on where it is.
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Postage fees
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We offer free delivery to all UK customers.
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As a small business we are unfortunately unable to absorb all of the international shipping fees, so depending where you are located shipping will vary depending on the rate provided to us by the courier. This will be calculated at checkout based on your delivery address.
Rest assured, we constantly look for the cheapest way to ship goods in the safest manner.
Shipping times
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On average:
UK customers - 1 - 2 working days after dispatch.
EU customers - 2 – 5 working days after dispatch.
Rest of World customers - 3 - 7 working days after dispatch.
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You'll get an email and/or text message from the courier with your tracking details. They will give an expected day of delivery and will attempt delivery up to 3 times. If your delivery failed and your garment is returned to us, we would need to re-charge you for shipping a second attempt.
For any queries, please email hello@valleecycling.co.uk.
Customs, Clearance & Duties Fees
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As a small business we are unable to cover the cost of any customs, clearance or duties fees
and so must be paid for by the customer.
Returns
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We spend months making sure our products are the very best they can be without costing you the world. Together with our factory and suppliers we strive to create the best quality product possible for you. Hopefully, that means we'll have made a garment you love and want to show the world.
But if there's any reason you'd like to return your garment,
we accept returns within 28 days of delivery. Read on for the finer details.
For our returns address please contact hello@valleecycling.co.uk quoting your order number and shipping address.
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*Please* include a note with your name & order number inside the return. Without this your exchange / refund will take longer to process.
International Returns
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If you are sending your garment back from outside of the UK, please clearly mark the parcel as a 'Customer Return'. Otherwise, the return will be charged import duties and this fee will be deducted from your refund.
Refunds
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If you would like to return your garment,
we can offer a refund if it is returned in unworn condition, in the original packaging.
You will need to return your garment to us within 28 days of it arriving with you. Your return would need to be fully tracked, and tracking details sent to us at hello@valleecycling.co.uk including your reason for refund, order number and full name.
Exchanges
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As we make to order, we can't promise an exchange will be possible,
but the earlier you ask us, the better your chances will be.
Please start by sending us an email with your original order details
and stating what you'd like to swap for.
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If the alternate size or design is available we will complete your exchange.
If that's not possible, we will make a refund excluding shipping, customs and import duties.
For international exchanges, we will need to charge shipping costs for replacement items,
as a small business we are unable to cover this cost.
Please include a note with your name & the design and size you'd like to swap for,
so we can process your exchange as quickly as possible.
What happens with my returned garment?
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Items returned to us in perfect condition will be offered to our waiting list, one by one. We hope that every returned item can go to a good home we hope that not a single one will be wasted.
The Small Print
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As a small business we are not able to cover the cost of returns postage
so we require you to send it back using tracked postage.
Once a returned item is back and checked over, refunds will be made within 1-3 days.
Once we receive your return, we will inspect it to make sure the item hasn’t been worn,
and is in good condition.
If for any reason your return did not meet our standards, we would contact you directly via email.
If you have returned an item in un-sellable condition,
we would return it to you and no refund would be issued to you.
If it needs to be professionally cleaned, the fee would be deducted from any refunds owed.
We hope this never happens, but we want everyone to be on the same page.
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