We have a 14 day returns policy from the receipt of your parcel for an exchange or refund. Please return with a completed returns form (including order number or billing postcode) which can be found on the back of your invoice.
- Please wrap items appropriately for transit to avoid damage to goods or boxes. Do not stick labels or tape directly to the products packaging e.g. shoe box as we will not accept the return.
- Allow 3-5 working days once the goods have reached us to process all returns. Any returns received after 14 days will not be processed.
- All refunds will be credited back to the original method used to place the order. Credit/debit card transactions can take 3-5 working days to show on your bank statement.
- Please ensure your account details are current and up to date as we may need to contact you regarding your return via email or telephone.
If you have any further queries please don’t hesitate to contact us.
Send to:
Route One Returns,
The Buffer Depot,
Badminton Road,
South Gloucestershire
GL9 1HE
Tel: 0800 316 8812
Mon - Thurs: 8.30am - 5pm
Fri - 8.30am - 4.30pm
Sat/Sun - Closed
Shipping & Handling
Customers are accountable for return shipping charges. We suggest a recorded or signed for delivery service so the parcel is insured and trackable as goods are the customer’s responsibility until they arrive at our depot. Our Royal Mail post is delivered every day (Monday - Friday) at approximately 10am. For these reasons, timed next day deliveries are unnecessary. Please see faulty merchandise for further information.
Scooters
If you have a scooter query please email us at orders@routeone.co.uk. For full Scooter Information click here.
Clothing
• All items must be unused
• Clothing must be clean and unwashed with all tags attached - no pet hair, no human hair, no smoke smell etc.
• If you plan to return your clothing please keep it clean
• Once clothing has been worn and/or washed it cannot be returned or exchanged
Shoes
• Shoes must not be worn outside
• Route One recommend that you try your new shoes on inside on the carpet - this will help keep your new shoes clean and returnable
• If you plan to return your shoes do not wear them after trying them on
• Shoeboxes must not have tape or any other shipping labels stuck on them - Use the original wrapping (or something similar) that the shoes were shipped in to return shoes
• Once shoes have been worn they cannot be returned or exchanged
Skate Decks and Hardware
• All decks must be un-skated and in like-new condition
• No deck is completely guaranteed
• Once a deck has been assembled, neither the deck nor its parts can be returned or exchanged, this includes grip tape
• Route One does not replace broken decks or decks with pressure cracks
• All deck returns are dealt with by the manufacturer and are subject to the manufacturer's discretion
• Most board snaps and cracks occur when one or both feet are positioned in the wrong spot when landing tricks and grabs. Unfortunately, if this happens Route One will not be able to replace your broken board or a board with pressure cracks.
Videos/DVD/Games
Must be unopened
Nixon Watches
Please see our Nixon watch returns and warranty page for full information. Click here.
Faulty Merchandise
Route One does not guarantee the exchange or credit for a defective item. If you believe your product is defective please send it back along with the return form explaining the defect. We will then inspect the product and contact you; we may from time to time send the faulty on to the supplier to be checked. If we deem your product faulty we will refund your return postage. Our Royal Mail post is delivered every day (Monday - Friday) at approx 10am. Timed next day deliveries are unnecessary. Because of this, we will not refund a timed delivery cost, only the next day delivery rate.
Can I return a telephone or Web order at a Route One store?
Yes, you can return non-faulty goods to any of our shops but only for an exchange. You will need to take your Invoice/Receipt with you as proof of purchase. Unfortunately, shops will not be able to offer refunds on goods purchased through either the Internet or over the phone.
Items returned from outside of the U.K.
Returns for exchange can only be sent to the UK and Ireland. Outside of this zone will be charged postage following our delivery prices to the applicable country.
Our returns policy will not affect the consumer’s statutory rights.