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Order Confirmation

As soon as you place your order, we will pre-authorise your card, however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for shipment.

Once confirmed, we will process the payment and your order will be dispatched as soon as it is ready. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched. Orders to mainland UK are typically processed within 1-2 working days and delivered within 3-5 working days, but may be slightly longer for items for which customisation and/or White Glove Delivery service is involved - please see the estimated processing and delivery time provided on the relevant product page for specific details.

Where dispatch to UK destinations outside of mainland UK is available, delivery may be subject to extra charges and longer delivery times.

We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at orders@chilledrides.co.uk so that we can help.

Damages

We kindly ask that you carefully inspect all items upon delivery, even if you don't intend to use your item immediately. If any items appear damaged, please email clear photos and/or videos within 48 hours of receipt of your order to info@chilledrides.co.uk so we can assess the situation and provide guidance on the best next steps.

Please save all packaging materials and damaged goods in their original condition before filing a claim.

Missed Deliveries

After placing your order, once your item is prepared for dispatch, we or the relevant courier company will contact you via email, phone or SMS with tracking details and/or to arrange a convenient delivery slot. Please ensure that someone is available at the designated delivery address to sign for the package and let us and the courier know as soon as possible if you need to change the delivery date or time slot.

Once a delivery slot has been set, we cannot guarantee that it can be changed if adequate notice is not provided. Please Note: for any failed deliveries which require a new delivery date/time to be arranged, you will be responsible for paying the redelivery charge (typically around £70 for e-bike deliveries to mainland UK).

Cancellations & Refunds

If you decide to cancel your order and your item has already been dispatched, you will be responsible for any return shipping costs. Refunds will only be processed to the original payment method used for the purchase.

We want you to be completely satisfied with your purchase. If you're not, we offer a simple and transparent return process.

Total Return Window: 28 Days

You have 28 days from the day you receive your item to complete the return process. Here’s how it works:

• 14 Days to Request a Return
  You have 14 days from receiving your item to contact us and request a return. To initiate a return, please reach out via returns@chilledrides.co.uk.
• 14 Days to Return the Item
  If your return request is approved, you have an additional 14 days to return the item to us. We’ll send you instructions on how and where to send your package. The item must be in the same condition that you received it, unworn or unused, in its original condition, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Return shipping costs are the responsibility of the customer unless the item is faulty or damaged.

You are responsible for the cost of returning items, including shipping and any associated fees. Please make sure to send the return to the address we provide when you submit your return request. We recommend using a tracked and insured delivery service or courier for the return, and kindly email us the tracking number. We are not liable for any items lost in transit. Your refund will be processed within 10 business days of us receiving the returned item.

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at returns@chilledrides.co.uk. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Any claims for damages or discrepancies must be submitted within 48 hours of receipt of your goods and we request images and/or videos of the damage for our records. Please save all packaging materials and damaged goods before filing a claim.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items) and hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Missed Deliveries

After placing your order, once your item is prepared for dispatch, we or the relevant courier company will contact you via email, phone or SMS with tracking details and/or to arrange a convenient delivery slot. Please ensure that someone is available at the designated delivery address to sign for the package and let us and the courier know as soon as possible if you need to change the delivery date or time slot.

Once a delivery slot has been set, we cannot guarantee that it can be changed if adequate notice is not provided. Please Note: for any failed deliveries which require a new delivery date/time to be arranged, you will be responsible for paying the redelivery charge (typically around £70 for e-bike deliveries to mainland UK).

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact us at returns@chilledrides.co.uk before returning any items - items sent back to us without first requesting a return will not be accepted.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please bear in mind it can take some time for your bank or credit card company to process and post the refund as well.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@chilledrides.co.uk. 

Cancellations

If you decide to cancel your order and your item has already been dispatched, you will be responsible for any return shipping costs. Refunds will only be processed to the original payment method used for the purchase.

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