Thank you for your amazing support over the past year. We understand that you’re eager to receive your order, but we want to be completely transparent about when you can expect it to arrive. There are delays occurring worldwide from manufacture to the customer receiving an order due to the continuing constraints and safety measures in place from the Coronavirus pandemic and this will be exacerbated with current increase in ordering. We are actively working to fulfil all orders as soon as possible, but you should be prepared for any delays that may occur. Our team, suppliers and couriers are all working around the clock to ensure orders can be fulfilled and to deal with any issues that may arise. Now more than ever it is crucial that the order details are checked before the order is completed to ensure all details are correct – contact email address, delivery address, item details and quantity ordered etc. Our systems are designed to process orders as swiftly as possible so we may not be able to accommodate interceptions and changes after this point. Furthermore, should you need to contact us about an order, we ask that all relevant information is included in the initial email – order number, delivery post code, nature of the issue and images if applicable. This will allow our team to have all the necessary information to deal with your enquiry from the outset. For additional information regarding our policies and procedures, please see below. We advise reading thoroughly so you can make an informed purchase. Thank you again for you support during these very difficult times. The whole team is wishing you a very merry Christmas, despite the circumstances we are in. Kind regards, The Kates Skates Team
Placing an order online is an instant process available to everyone and therefore we have no control over who else may want to buy the same item as you. Due to this, we can only guarantee an item is available when it has been physically picked from our warehouse and allocated to an order. On the rare occasions that we are unable to supply an item, we endeavour to offer a suitable alternative or cancel the order and issue a full refund where necessary.
LAST CHANCE FOR CHRISTMAS
Please note, we will require any orders to be placed by 1pm on Monday, 21/12/20. If you place an order after this date the upgraded shipping option must be selected. The last date for upgraded shipping will be 1pm on Wednesday 23/12/20. To avoid any disappointment on the big day, we recommend placing your order as early as possible and choosing expedited delivery at checkout to ensure the best shipment service is used. The earlier the order is placed the more time there is to resolve any potential issues, such as needing an alternative size.
The couriers we use are - Royal Mail, DPD and UPS - with standard deliveries being made on weekdays usually between 8:00am and 6:00pm. Please note, at peak times couriers can operate extended hours. Most of our items (skates, scooters, skateboards, shoes) are shipped via couriers and will require a someone at the address to receive the goods. If required, you can give your permission for the delivery to be left in a safe and secure location, please refer to the shipping instructions section during checkout where you can make this request. Please be aware, if these instructions are included, the liability of the delivery is with the receiver. If you are unavailable during the week, we recommend arranging delivery to either a work address or a trusted friend/relative. We offer the option of selecting a Saturday delivery at checkout which offers more convenience for those unavailable through the week. Please note, we can’t amend a shipping address once an order has been placed. Once the order has been dispatched, please use the tracking details provided to monitor the delivery using the information provided in your dispatch email.
We aim to accommodate our customers’ needs to the best of our abilities. Should you have any specific requests, such as sending in unmarked courier packaging etc please refer to the special instructions section during the ordering process. Please note, we can only accept orders for what we have listed as available. Please do not place orders and then request alternative colours or sizes as we will be unable to fulfil the order.
Our team work hard to ensure all orders are shipped out as soon as possible. However, because of high demand at this time of year, some delays can occur. If you require an order for a specific date other than for Christmas, for example a birthday, we advise that you chose the expedited option for delivery and include the details in the customer comments. This prioritises the order both before and after dispatch to ensure you receive it as soon as possible.
If you make a mistake with an order or you no longer require it and you wish to cancel, please contact us ASAP. Please send an email with the email subject CANCELLATION and we will do our best to intercept and cancel it before it’s shipped. Unfortunately, it is not always possible to intercept orders so please be aware that we cannot guarantee that all cancellations will be implemented. All cancellation requests will be responded to advising whether the order has been intercepted.
ORDER ISSUES AND RETURNS
We don’t want anyone to be disappointed on the day. Once the order has been received, please check the contents to ensure you’re happy with your purchase. If there are any causes for concern, please contact us as soon as possible to ensure your enquiry is resolved in plenty of time for Christmas day. We have on rare occasions had issues that were not brought to our attention until a few days and even the night before Christmas day, this is too late for any resolution to be made and therefore it is paramount the order is checked when it is received.
We dispatch items in the packaging deemed suitable by the manufacturers for storage and transit, in addition to our own shipment packaging. On rare occasions the product packaging can sustain minor impact damage in transit due to the nature of the service, e.g. small indents. As the sole purpose of our product packaging is to protect the item during storage and transit, unfortunately we are unable to offer compensation for damage to product packaging where the product is unaffected. If you receive a damaged product, please contact us at your earliest convenience and we will be happy to replace the product.
Due to unavoidable constraints with staffing we are unable to take phone enquiries, please direct any and all communications to firstname.lastname@example.org. Our social media accounts will be used to communicate stock updates, promotions and general updates only and are not run by our customer service team. For customer support please contact us via the email address above. We would greatly appreciate it if you can take into consideration that this is a peak trading time with circumstances unlike any other we have experienced prior. Every business has been affected by the viral outbreak and our team are trying to provide the best service for you under the increasing pressures we are facing at this time. We therefore ask that you are mindful of the individuals picking up your enquiry and that they are only human, operating to the best of their abilities. To prevent unnecessary delays please ensure all relevant information is included in the initial email – order number, delivery post code, nature of the issue and images if applicable. This will allow our team to have all the necessary information to deal with your enquiry from the outset. Following from that, any additional messages that don’t provide further information should be avoided. Messages will be dealt with depending on the perceived urgency and in the order they are sent. Sending repeat messages will not lead to a faster response time and will only hinder our efficiency. Your patience, understanding and cooperation will be greatly appreciated during this unprecedented time.