Our physical shop in Barrow-in-Furness remains closed but we have now re-opened our Click & Collect service. This will be strictly controlled to keep both our customers and staff safe. If you choose Click & Collect at checkout, we will contact you to arrange a time slot for you to pick up your order. Please don't just turn up expecting to collect your item if you haven't been contacted by a member of the team - thank you for your understanding!
Please note that although we are working extremely hard to get everything picked, packed and dispatched as soon as humanly possible, there may be delays with your order during this unprecedented time. We are also unable to guarantee our Next Day delivery service - if you have a question about this, please get in touch via email and we will do our very best to assist.
We would like to thank all our customers for ordering from Kates Skates and supporting independent businesses during the pandemic.
All members of our team are working very hard to fulfil orders while maintaining a safe workspace in our warehouse compliant with government instructions on social distancing. In addition, some team members are working from home and as such, we aren't able to come to the phones right now. If you have a question about your order please email email@example.com and someone will get back to you as soon as possible.
Thank you for your continued support and patience.
Scroll down for returns info...
|UK Zone||Under £15||£15-£30||£30-£80||£80+|
|Highlands & Isles||£2.00||FREE||FREE||FREE|
If we have the item you have ordered in stock then delivery should take no more than 5 working days, except in busier Christmas times when our delivery times may be slightly delayed. Where we don't have an item in stock we try to specify an accurate delivery time in the Availability/Delivery column for the particular item (please note that we are at the mercy of our suppliers and sometimes the delivery time may be longer than estimated). If you need an item by a specific date, e.g. for a birthday, then give us that date in the comments so we can try to comply.
We have a range of options that will become clear during the ordering process, with a pricing structure for premium services. UK mainland orders above £15 will always have free standard delivery, but we have given you the option to upgrade shipping to best suit your needs. As we are able to alter these prices on a moment notice it is best to progress your order to see the available prices for premium services.
Large/Expensive Orders: Large or expensive orders are shipped by UKMail or DPD. Orders shipped by our couriers usually arrive within 1 working day (occasionally 2 days depending on geographical location). It is necessary that someone must be in to sign for orders delivered by our couriers or your parcel will taken back to your local depot. You may specify in your order notes that your parcel can be left in a secure location or with an available neighbour, although if you specify an order can be left without a signature we cannot be held responsible if the parcel goes missing.
If your order is to be shipped by our couriers please try to provide a shipping address where you know someone will be around to sign for the parcel (such as a work address). This is especially important for orders which are needed ASAP or for Christmas! Changing the delivery address after the parcel has been shipped incurs a charge (usually £10) from our couriers which we will pass onto you. Refusal of a parcel which is then shipped back to us also incurs a £10 charge which again has to be passed onto the customer.
Small/Inexpensive Orders: Small and inexpensive items which are shipped via Royal Mail are usually shipped on a Second Class service. The rising costs of Royal Mail services have forced us to move away from First Class shipping, although we occasionally use it depending on order value. Please note that we cannot send replacement items for missing Royal Mail parcels until they have been missing within the postal service for 14 working days at which point we may declare them lost. These are the guidelines set by Royal Mail and as such we must adhere to them.
Highlands & Islands Orders: Orders shipped by Royal Mail Standard Parcel Service take between 7 and 10 working days to arrive (Royal Mail Standard Parcel Service is used to ship orders to places which are outside of the mainland UK, such as Northern Ireland, Channel Islands, Isle of Man and Islands of Scotland). Please note we have to allow 15 working days for a parcel to be delivered. We also use the Collect+ service and DPD for parcels to Northern Ireland, the Channel Islands and Highland & Islands and we aim to use the best service to get the parcel to you safe and sound.
Expedited Order: We offer an upgrade to prioritise your order in the shipping queue on a premium courier service. We aim to ship all Expedited Orders received up until 1pm on the same day during weekdays. Orders placed at the weekend will ship at the earliest opportunity on Monday (Tuesday if it is a Bank Holiday). During busier times such as Christmas this may in rare cases be pushed out to two days although we always endeavour to get the parcels out on the same day if the order is placed before 1pm. This is a working day service only and so doesn't include Saturday, Sunday or UK Bank Holidays.
AM/PM Delivery: For most mainland UK addresses we are able to offer a service that guarantees a delivery attempt before or after midday. We are unable to get a specific time slot within these time frames but they should arrive in the AM or PM selected. This is a working day service only and so doesn't include Saturday, Sunday or UK Bank Holidays.
Saturday Delivery: We can offer a Saturday delivery service to most of the UK. Orders have to be placed before midday Friday to ensure us enough time to process the order. You can select this option at any point during the week, we will ensure that the parcel is delivered on the Saturday. Please note that we also offer this service to customers in the Highlands and Islands, although the cut off for this is Thursday at midday as the couriers need extra time to get the parcel to you.
For orders being shipped overseas we use a number of couriers, including UPS, DPD and Royal Mail International. This service usually takes somewhere between 2 and 10 working days (depending on destination). Larger parcels will always have a tracking facility to check the progress of your delivery.
We offer shipping to most countries all over the world beyond our green isle. We have sourced the most competitive shipping prices in order to keep the cost down, and we constant strive to reduce these costs where possible. We regularly review our shipping partners, so where we can drive the shipping cost down we will endeavour to push our shipping price down.
Here is a breakdown of countries we ship to and where they appear in our shipping rates, please reference the list below to find out which zone applies to your country;
|Shipping Zone||Under £30||Over £30|
|Republic of Ireland||£8.00||£12.00|
|EU Ship Zone 1||£10.00||£13.00|
|EU Ship Zone 2||£10.00||£16.00|
|Shipping Zone||All Orders|
|Rest of World 1||£22.00|
|Rest of World 2||£24.00|
|Rest of World 3||£27.00|
|Rest of World 4||£45.00|
|Rest of World 5||£47.00|
|Rest of World 6||£48.00|
|Rest of World 7||£50.00|
|Rest of World 8||£55.00|
|Rest of World 9||£70.00|
The shipping price paid during checkout exclusively covers the cost of sending the goods and does not include a deposit towards any potential Customs duty. Should any additional charges be incurred they are at the liability of the buyer/receiver and you will be contacted by the courier to arrange payment either before or at the time of delivery. Kates Skates will not accept liability for Custom duty and should the delivery be refused, we reserve the right to make a deduction against the refund to cover this cost. In the event that the Customs duty is higher than the value of the goods the instruction will be given for the goods to be destroyed with no refund available to the buyer.
Under the recent legislation regarding Brexit, please be aware that most orders to be delivered outside of the UK will incur Customs duty. We encourage all customers wishing for international delivery to carry out their own research so you’re informed of the potential for any additional charges before completing a purchase.
We hope you will be happy with your purchase, but should you wish to return anything* bought from us, under our standard policy we will be happy to offer an exchange or refund. All returning items need to be sent back to us in a new and unused condition within 30 days** of the goods being delivered. Unless otherwise advised, all return shipments are at the cost and convenience of the buyer/recipient.
Please ensure you take care with any items you are thinking of returning as failure to do so may affect our ability to accept the return. If we find that the product or its packaging (branded skate/shoe boxes etc) have not been returned to us in the above condition, we reserve the right to make a deduction against the refund amount, equal to the cost of restoration, or in extreme cases we may be unable to accept the return.
Returns received after the stipulated 30 days, that have not been authorised for an extended returns period, will be accepted at our discretion. Depending on the circumstances, a restocking fee may be deducted from your refund, or if you are returning for an exchange we may request for you to cover the outgoing shipment costs. Should there be an issue with accepting and processing your return we will contact you with the full details and advise further.
We are unable to accept DVDs or Videos that are no longer sealed from manufacture.
Furthermore, we are unable to accept returns for any items that have been customised – specifically, but not limited to, skateboard decks that have been gripped at the buyer’s request.
We understand that some orders may be placed for items intended to be gifts for birthdays or Christmas. To request an extended returns period, please contact us – firstname.lastname@example.org - ideally before placing the order or before the returns period expires at the latest with the details so we can discuss and advise further.
While there is no problem exchanging products, it can take some time for exchange items to be delivered as we need to receive and assess the return before dispatching any alternative items. If you require your exchange sooner than 14 days, we recommend you place a new order for the other items or sizes you prefer and then return the original order for a refund. We will then be able to dispatch the alternative item straight away rather than waiting to receive the return.
Should you wish to proceed with an exchange, please contact us – email@example.com - before sending the goods so we can check the availability and allocate the exchange item to you, ready for when your return is received back with us.
Please use this link to download a PDF returns form to be printed and included with your return. This will enable our team to match the return to your order and will speed up the processing time for you. Don’t worry if you don’t have access to a printer, the required information can be written on a piece of paper and included in the package. Please refer to the PDF for the information we require.
We can only advise on the best way to ship an item back to us, but we do not recommend that you spend a small fortune on a premium service such as Royal Mail Special Delivery Next Day. It is in your best interest to use a service that will have record of delivery, should there be an issue with the shipment. Royal Mail can provide a “Certificate of Posting” which will include your tracking information and should be kept safe. It is our experience that online companies like Hermes and Collect+ typically offer better rates than Royal Mail, so it may be worth your while to shop around. Remember that shipping your item back to us is at your own cost.
We package orders so they reach you in a good condition and it’s expected any returning goods are packaged in the same way. We will deduct up to 10% of the item value on returns that have intentionally defaced packaging. This is in reference to returns where the shoe/skate box has been taped shut and the shipment labels stuck on. We send a lot of products out in toughened plastic courier bags, which when turned inside out provide a perfect reshipping wrapper. Likewise, if a cardboard box was used, it may be possible to reuse it but the original shipment information will need to be either covered or removed.
In the rare occurrence there’s a suspected fault with manufacture or there has been an error on our part, please contact us immediately – firstname.lastname@example.org - with your order number, a description of the issue and supporting images showing the issue, general condition of the item and the product label for the item. We will then make an assessment and advise further on the best course of action. Please be aware, using the goods after the issue is discovered will automatically void any right to a claim and the issue will be deemed as accepted.
For manufacturing faults, we may seek advice from the UK Distributor or Manufacturer, and in some cases, we may advise the goods are sent to them for a physical assessment to confirm the issue can been accepted under the product warranty. If this is deemed necessary, we will provide full instructions to do so. If a manufacturing fault is confirmed we will offer a repair, like for like replacement or refund depending on the circumstances plus a full refund on any return shipment costs that have been incurred.
Any skateboard/longboard decks that are returned as faulty (delamination only) will be dealt with by the UK Distributor or Manufacturer. We cannot replace broken skateboard/longboard decks or decks with stress/pressure cracks as the rough nature of the sport deems this as a rider error as opposed to a manufacturing error. Most board breaks happen when the rider lands a trick with their feet in the wrong position and therefore their weight is unevenly distributed. This is not covered under product warranty.
In accordance with the Consumer Contracts Regulations, you have up to 14 calendar days from the date of delivery to cancel your order for a full refund***.
To cancel an order that has not yet been dispatched, please email us – email@example.com – with CANCELLATION and your order ID in the email subject field. Providing the order can still be intercepted, a full refund will be processed for you. Our systems have been designed to allow you to receive your order as quickly as possible and once you have confirmed the order it is unfortunately not always possible to intercept it. If your order is dispatched, please refer to our standard returns information above.
***Please note, if your order is dispatched with a premium delivery service, we will unfortunately not be in a position to include the shipment cost with your refund.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
Our returns policy will not affect your statutory right to cancel or any other statutory rights.