PRE-SALE GENERAL QUESTIONS
Q: Can I collect or try on size at your retail shop/outlet?
A: We are an internet based factory direct mail company therefore currently do not operate via a retail outlet which allows us to keep our prices competitively low. We are however in the process of opening our office up as an appointment based showroom. An opening announcement for this will be made in 2015. If you wish to register your interest in visiting our showroom then please contact us to register your interest. Meanwhile for sizing please follow our size guide here
Q: Can you advise on correct sizing as I'm still unsure?
A: Yes we provide both email and telephone customer support, so contact us or give us a call and request a callback by calling 020 3701 1966 (or from abroad +44 20 3701 1966)
Q: What is the difference between Standard Cowhide and Premium Cowhide leather options?
A: Standard cowhide leather used is the thin under-layer skin of cowhide and is suitable for light motorcycle wear and ideal for use as a style and fashion accessory at a relatively low cost.
Premium cowhide leather is top layer 1.3mm-1.5mm cowhide skin, is analine treated therefore has a softer texture, thicker grain and is also drum dyed to allow better robustness against everyday wear and tear. We recommend the premium cowhide leather option for robust quality everyday and track day usage for the best available protection in this price range
Q: Why is there a surcharge for 2XL+ sizes?
A: The surcharge is a manufacturing supplier on cost due to additional leather material used on product and added average shipping weight of the extra material used for 2XL+ sizing
Q: Do you offer a product Guarantee?
A: Yes we offer a one year limited guarantee, please see here for full wording
Q: Do your leather suits have a full connecting zip?
A: Yes, as long as jacket and trouser chosen are ordered together and ideally (recommended) the same size or no more than one size difference apart, then it will get a full connection length zip. However if you chose an (XL) Trouser with a (M) jacket, it will only get an 8" rear connecting zip. (note: some designs do not allow for mixed jacket and trouser sizes. This will be identifiable from the product description.
Q: Are the leathers safe for track day use?
A: The premium Cowhide leather option is perfectly acceptable for track day use. Premium leathers also come with CE approved padded armour instead of standard padded armour. The standard leather option is not recommended for track/race use.
Q: Can the leathers be supplied with CE approved armour?
A: Yes if you chose the premium leather option then your leathers will come supplied with CE approved padding
Q: Are you a official licenced manufacturer of the motorcycle or sponsor badges/logos/lettering shown on some of the range of designs shown on website?
A: No, all our leathers are made in a un-official capacity and we are not affiliated nor offer promotion of any other company. This allows us to offer prices that are lower than officially licenced product (without compromise in quality)
Furthermore, upon customer request, all our leathers are available 'without' the aftermarket branding applied which is shown as a example on many of the leathers advertised on our website. You as the customer is expected to be fully aware of this at time of purchase
PAYMENTS & DETAILS
Q: What payment methods do you accept?
A: We accept payment by Credit, debit card and PayPal online and over the phone by calling 020 3701 1966 (please leave a message if un-attended)
Q: Do you offer P&P discounts for multiple purchases?
A: Postage & packing is charged by weight and volume so discounts are not possible however email us if you would like to discuss bulk/wholesale order discount options we may have available
Q: How do I know my order has been processed?
A: We will send you an 'order processed' notification within 72 hours of payment received which indicates your order is ready on our system waiting to be processed. Check your spam/junk folder if you do not find the email land in your inbox
Q: When will my order get delivered?
A: If you have ordered gloves, this usually takes 2-3 days, for all other purchases, i.e. suits, jackets and trousers, delivery is on average 2-3 weeks (~10 working days) from date of payment. This may be more for international orders (outside mainland UK). Please note that most of our jackets, trouser and suits are supplied to order so during peak seasons (i.e. Spring, Summer & Christmas) delivery times may vary
Q: Why does it take 2-3 weeks for delivery of your e-shop items (apart from gloves)?
A: We are a UK direct internet mail order drop company and in order to keep prices low we often process and dispatch orders to be sent directly from our international factory base
Q: Are you a UK drop-shipper?
A: No, we have our own manufacturing facilities however this is abroad, hence the reason for 2-3 week dispatch timeframe given on most of our products
Q: How do I know when my order has been dispatched?
A: Once your order has been dispatched from our end we will send you a dispatch notification which includes an online tracking number. Our main international courier is DHL however this may vary country to country
Q: What if I have not received my delivery after 15 working days?
A: First check status of delivery using your tracking details. It may be the courier may have attempted delivery and has either had trouble finding your address or has not found anyone available to accept delivery as it must be signed for. They will contact you on the daytime contact number you provided upon order, failing that, contact us confirming your address and send us your best reachable daytime telephone number. We will pass this on to the courier service who will attempt contact with you directly to rearrange delivery
Please bear in mind this process may take a few days, and that we do not retain information on local courier collection depots
Q: Can I collect from depot as I'm not available during the day at home?
A: Unfortunately we are unable to personally contact local courier depots due to logistics however if you do need to arrange collection, please make this request directly to courier when they telephone contact you after the first delivery attempts have been made or from the missed delivery calling card
Q: If my size does not fit, can I get an exchange or refund?
A: We have a 14 day exchange or returns policy. If the item is unused and in brand new condition with labels and packaging, then please request a RMA (returned materials authorisation) for a return or exchange
Please note that for refunds a small P&P and re-stock charge may be deducted on a case by case basis, for exchange only basic postage costs apply (and size and/or additional service surcharges if applicable)
There may be a small additional re-stock fee for refunds if additional services have been provided at time of order (not applicable for exchanges). This will be stated on the RMA
Custom made orders are non refundable and not exchangable however we can arrange a discounted replacement dealt on a case by case basis
Q: I have recieved the wrong size (its too tight or too loose), what do I do?
A: If you believe you have provided the correct measurements at time of order but the size received is incorrect, then you will need to verify that the size is incorrect and its a manufacturing/dispatch fault before any furher action can be taken
To do this please follow the instructions given below and await further email instructions to process your refund or exchange
Q: When will I receive my replacement / exchange?
A: The process and timeframe for receiving your replacement/exchange will be detailed in your RMA
Q: I have a problem with my product after usage, what do I do?
A: Please contact us to discuss your concerns as we are always available to help. Customer satisfaction is our top priority and your feedback is essential for us to continuously improve our service