Your Full Terms & Conditions – please read!
Returns & Refund FAQs:
FAQ: How do I return for refund or exchange an item?
Returns for a full refund, or an exchange are accepted within 14 days from the day you received your goods. If it is beyond 14 days since you received your goods we cannot accept returns for a refund or exchange.
Here is our current refund and return process:
- PLEASE CONTACT US FIRST, we go on case by case basis for every refund or exchange!
- **Check spam filters and junk email if you think we’ve not replied to you – we have – so please double check!**
- Once you hear back from us: you need to post the items to our address below in London UK.
- Submit us an email request here: [email protected]
- Once the items have been received back to us we will process a full refund, or order an exchange item within the next 10 days (usually much sooner).
Note: If the product(s) do not get back to store or are deemed “lost”, then we will not, in any way, offer a refund, or exchange the goods. This is why you are strongly advised to take out a proof of postage tracking number when sending back to our store. The lost item falls on the part of the customer to make sure the item gets successfully to our store address.
We do not tolerate stealing goods from our store and this is why these policies are in place. Thanks for understanding.
FAQ. Who pays for the postage of goods back to your store?
We do not pay for the postage or tracking back to our store. The customer bears the cost of returning the product(s) back to us in London, for all countries.
For this reason, PLEASE make sure you measure your product sizes as accurately as you can before buying from our store. Sizes are International and each product has a different size chart…Going by height and weight has the best results in getting the correct size.
Returns must be posted to London, UK address together with your name and address clearly marked on the back of the parcel:
152-160 City Road
Please send us a support request here if you have any further questions on Returns: [email protected] . We will gladly help you with the Return steps 🙂
FAQ: How do I cancel an order if I think I’ve made a mistake?
If you have just ordered a product(s) and you wish to cancel, then please send us an email: [email protected] as quickly as possible, to see if we can process that request immediately.
We “may” be able to cancel the order asap – but we cannot promise this. If the order is fully processed then you must go through receiving the product and then go through the full Returns process above to recoup your costs.
We have your interest at heart and will do our utmost to cancel it for you – we just cannot promise anything.
For further questions on Returns etc. please contact us: [email protected]
Shipping & Delivery FAQs
We are proud to offer international shipping services that currently operate worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
FAQ. How do you ship packages?
Packages from our global warehouses, as far as possible, will be shipped worldwide by reputable shipping companies like Epacket depending on the weight and size of the product. All other countries will take the fastest alternative carriers and should still arrive around our estimated delivery times.
FAQ. Is Free Shipping worldwide?
Yes. We provide free shipping to North America, Canada, Europe including UK (the main EU states), as well as Australia and Switzerland. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries and can’t buy our products (at least for now), do contact us for help!
FAQ. What about my country customs fees?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may, or may not, get custom fees when they arrive to your country.
FAQ. How long does my shipping take?
Estimated shipping times are as follows:
NOTE: that many of our EZVelo customer orders are arriving within 10 days – !….but we can’t promise this, so we go by the standard shipping timetable:
|LOCATION||*ESTIMATED SHIPPING TIME|
|United States||14-20 days|
|Canada, Europe||14-20 days|
|North America||14-25 days|
*** add 7-10 days *** to the above estimated shipping time for all orders in December.
FAQ. Will my Christmas orders arrive before 25th December?
We are not held responsible for items that do not arrive on a “specific day deadlines” – (but NOTE: most products DO arrive within 2-3 weeks even during busy periods.) You will always be notified of delays because we are also tracking for you and in close contact with each and every shipment out to customers.
FAQ. Where is my stuff? It’s been more than 45 days…
If your product does not arrive before 45 days from the date it was ordered, i.e. 1-5 days for processing and 40 days shipping time, and we’ve looked into the case with no answer from our warehouses, then you are entitled to a no quibble full refund of the goods. Please contact us a request via: [email protected]
Please note: you may also be offered a “part refund” (half of what you paid), if we see the product is lost or stuck and not moving post 30 days. We will contact you if this is the case and then pay you back the balance of your payment at day 45. No customer should wait 4 weeks + for any of our products. Only 1 customer of ours was unfortunate to be in this position and this was over Christmas. It is rare (!) but does happen.
FAQ. Do you provide tracking information?
Yes, we aim to give every customer a tracking number for the items they have ordered.
It takes us between 1-10 days to get a tracking number back to you. This is because tracking numbers are nearly always delayed on updating, even if your order is already shipped!
If you’ve got no tracking between 1-10 days, please contact us: [email protected] . We’ll check on your order status. It may be we’ve sent the tracking email, but you’ve not checked your email or it is in your spam folder :).
We never abandon your order, as said, we are tracking every customer order making sure each parcel is delivered to the address specified on your order.
We want to offer the best service and that you get the products you ordered with the least hassle and delay possible.
FAQ. My tracking says “no information available at the moment”?
For some shipping companies, it takes a few days for the tracking information to update on the system. This is normal, so don’t worry. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Again, we are also watching for you. If we see your product still not dispatching for shipment or stuck at port, we will look into it, then contact you if there is going to be a delay.
FAQ. Will my items be sent in one package?
For logistical reasons, items in the same purchase are likely to be sent in separate packages. This means your packages may arrive on different days.
If you have any other shipping and delivery questions, please contact us and we will clarify any queries for you.
Thanks for reading!
Your Payment Information:
For all online payments we use PayPal secure payments. This means we do NOT hold any of your credit card or other card details on our servers, or on our website whatsoever. This means we can securely process your payments with PayPal, even if you use a credit or debit card.
We also have invested in making sure your transaction purchases are secure.
We are Certified Secure with an SSL and GoDaddy. These security companies encrypts our data and checks it, so you and our store can transmit data safely and securely when transmitting across the internet.
By using PayPal you are also well protected as a buyer. This is why we choose to use PayPal. We will always return your money if needed simply and easily via PayPal, or by the card you used for the transaction.
We also added iDEAL payments for our Netherland customers. Again a secure way for you to checkout.
–> Our strict company policy is to never transfer your payments straight into our accounts. What we do is we ‘hold’ your money in a type of escrow, UNTIL your parcel has arrived + 14 days. This way, your money is held temporarily in a holding account and then only released to us when you the customer have the product in your hands and are deemed satisfied.
If you have any questions regarding your payments or orders, please email us [email protected]
We are always here to help you.
EZVelo.shop sells general sports merchandise that are safe to use for ages 16 and above.
When you order and purchase any merchandise from EZVelo.shop, you represent that you are of legal age to purchase this merchandise and that this merchandise can be purchased and owned in your state, county, and/or city of residence.
By offering merchandise for sale, EZVelo.shop does not represent or warrant that any specific purchaser may legally purchase, own, or possess the merchandise ordered. CHECK YOUR LOCAL LAWS!
When you purchase merchandise from EZVelo.shop, you agree that you will use the purchased merchandise in a safe and legal manner, consistent with all applicable laws, safety rules, and good common sense. You further agree that you will take such steps as may be reasonably necessary or required by applicable law to keep any merchandise out of the hands of minors and untrained and/ or immature individuals.
When you purchase merchandise from EZVelo.shop, you agree to assume all risks related to and/or arising from your ownership and use of the merchandise and agree to indemnify and hold EZVelo.shop harmless from any and all claims brought by any person or entity against EZVelo.shop related to and/or arising from your ownership and/or use of the merchandise.
EZVelo.shop does its best to accurately represent the merchandise, through photo, price and copy. Occasionally we make mistakes. If such a mistake should occur, your order will be corrected as the facts may dictate.
Thank you for your understanding.
UK VAT and TAX:
VAT is already included into the price. For example, a jersey costing £20, will have the 20% VAT added into the price.
We pay yearly taxes to HMRC, up to date filings and legal obligations to Companies House under the company name: SlimActiveLife Ltd. This is one of our parent companies which owns EZVelo.shop.
UK company registered number: 09269521
Name of our store brand: EZVelo.shop
What do you sell: we sell general sports and outdoor merchandise sourced from around the world.
Where do you ship? We ship worldwide to a global audience.
Our physical mailing address for returns:
Contact email: [email protected]
GDPR-EU Compliancy (Privacy Statement & Cookies Policy – EZVelo.shop)
(Last Updated: 29 April, 2018)
GDPR-EU COMPLIANCY – WHAT AND HOW WE SECURE, USE, KEEP AND DISCARD YOUR DATA:
As a global internet retailer, EZVelo.shop takes your personal data given to us for the purpose of conducting business, extremely seriously.
The following is exactly how we secure, use, keep and discard of your data when you buy something from our store:
1. YOUR CUSTOMER SHIPPING INFORMATION:
When you agree to give your shipping information, we only ask for what is absolutely necessary via our store checkout form shipping section and billing section – so that we can ship your product to your location.
- Your Name
- Your Address
- Your PostCode
- Your Telephone number.
- Email address.
The Telephone number is an optional requirement. It is needed if the product is held in customs which is rare but does happen. You do not have to oblige to give your telephone number. So, if you don’t wish to share it, we add our own store number to cover any problems with your shipment.
We do ask you for your email address with the shipping address. This IS necessary for the following reasons:
1. When you order a product from us, we inform you by your order email immediately by sending you an INVOICE with your order details. We get a copy of this invoice too, so we can process the order.
2. We need a basic contact email so we can, if you allow, send you a tracking number when the order is shipped.
3. We need a contact email to inform you of any delays in your shipment, or for basic order communications necessary to conduct business.
4. We may send you a discount coupon on successful arrival of your goods from our store. This is NOT a newsletter, but a personal ‘thank you’ follow up communication only. In that email there may be a consent link to join our newsletter. If you do not opt for the newsletter, you do not get any promotional emails from us. If you do, you will receive a one weekly email with some of our best featured products and discounts. That’s it.
5. When you buy something from our store, your email goes on a private list of customers via a fully GDPR compliant, email management site. Although this email is collected on a secure list, we can ONLY send you marketing communications i.e our catalogue newsletter IF you consent for us to do so (as mentioned above).
2. DATABASE STORAGE OF YOUR INFORMATION:
All shipping information automatically is pulled into our store database. Here customer order information is safely logged. It NEVER leaves the one office.
Your shipping information is ALSO logged onto our off-site database. We do NOT log your address or telephone number on the off-base database because we don’t need it. We only need your name and all costs associated with your order and tracking numbers for end of month accounts – and to keep track of every customer’s order status.
The information on this database is via Excel spreadsheet. It is wholly NEVER shared with anyone.
3. PRINTING and DISCARDING OF PAPER INVOICES: we print off every customer invoice. The reason for this is for monthly accountancy purposes. The printed invoice is then secured each month in a folder which is kept under lock and key in ONE office, the same office as the computer and by the store owner only (at the time of writing).
Accounts by HMRC tax regulations in the United Kingdom need filing that goes back six years by law. Your order details will be stored for six years.
DISCARDING INVOICES: if there is a print error, sometimes there are extra sheets of paper that get printed, and these can have your details on. Please note: WE USE a special shredder to discard of every piece of paper that needs discarded so that no information is readable whatsoever.
4. YOUR SHIPPING INFORMATION TO INTERNATIONAL WAREHOUSES.
As an internet retailer, we need to use your shipping address to ship our goods from worldwide sources, like factories we have deals with. We have done our best to adhere to GDPR compliancy Article 44 and 46 of the Regulations:
Notably, we have got all our partner warehouses in writing to give us a “GDPR statement of compliance” that your data is wholly secure and will be discarded without being identified.
To market our goods, we use mainly Facebook and Google to advertise our products via these platforms. We use a tracking code (or cookies) to track users actions on the adverts. We do this so we can then tailor our advertising better to the audiences we think would be best served our products.
Data is based on basic engagement on our adverts and demographical data from Facebook, and interest based targeting from Facebook. Google is now GDPR compliant and we keep everything secure and authenticated under Google Merchant Centre accounts for all Google Adwords related advertising.
We do not rent, sell or share ANY of our store information with anyone – apart from our vetted and GDPR compliant warehouses to process your order. We do not share our tracking codes with anyone. We do not allow anyone to access our Facebook account, or Google Adwords account.
We use around 30 “plugins” on our site to help us run our store. None of these have anyone outside access to our store database or any way to collect data or use your data.
Cookies are used only to recognise if you are a recurring visitor to the site. Although we don’t touch any cookies as such, the store technology uses codes (cookies) to help you log into your account if you create one or if you are a new user.
Our site is secured with very strong passwords and double authentication from WordPress.
6. WE DO NOT COLLECT DATA FROM CHILDREN
The information and services provided to us or our affiliates, sponsors, and advertisers are not intended to be viewed by children (under 18 years old). No information collected from children is knowingly used for any marketing or promotional purposes whatsoever, either inside or outside EZVelo.shop. No part of EZVelo.shop web site is structured to attract anyone under the age of 18.
7: OUR RIGHT TO LET YOU KNOW ABOUT ANY COMPLIANCY CHANGES
8: CONTACT INFORMATION:
If you have any questions about this privacy statement, the practices of this site, or your dealings with this website, you can contact us via email sent to: [email protected] Contact person: Becky, store owner.
9: ANTI SPAM POLICY: Can-Spam Act Compliance:
EZVelo.shop is an internet retailer dedicated to ensuring compliance with the ‘Can-Spam Act’, which took effect January 1, 2004.
To ensure compliance with the Can-Spam Act, EZVelo.shop has implemented the following guidelines for email delivery:
- All emails sent to you by EZVelo.shop will clearly identify EZVelo.shop as the sender. FROM / SENDER: [email protected] (NOTE: The actual sender will alter from department to department, but all from addresses will end with @EZVelo.shop ).
- The Subject Line of any email you receive will always accurately describe the subject matter of the email.
- Any email from EZVelo.shop will include the ability to unsubscribe from future email messages.
- Unsubscribing will ensure the customer is removed from ALL lists at EZVelo.shop; this excludes customer service emails regarding the processing and status of a current product.
- All emails sent to you directly by EZVelo.shop include valid London trading postal address information in the footer.
- Emails sent to you directly by EZVelo.shop will include an email address and physical address where you can send suggestions, complaints or other correspondence.
- Consent given before you receive promotional emails with an option to easily opt IN or opt Out of each and every one.
We hope this information satisfies any questions or concerns you may have regarding your data security when conducting business with EZVelo.shop. We take it seriously to comply fully to the EU GDPR compliancy laws for the sake of you, the customer.
Please contact Becky (store owner): [email protected] if you’d like any further clarification on how we secure, use and discard of your information securely. I am very willing to explain further!
Last updated 29 April 2018.
Trading Name: EZVelo.shop, Kemp House, 152-160 City Road, London, United Kingdom.
Company Name: SlimActive Life Ltd. United Kingdom based Ltd Company, registered with Companies House.