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:

  1. PLEASE CONTACT US FIRST, we go on case by case basis for every refund or exchange!
  2. **Check spam filters and junk email if you think we’ve not replied to you – we have – so please double check!**
  3. Once you hear back from us: you need to post the items to our address below in London UK.
  4. Submit us an email request here: [email protected]
  5. 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 back 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:

EZVelo Shop
Kemp House
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]