Customgear.uk maintains full ownership of any products until full payment has been obtained.
It maybe possible to cancel your order if it hasn’t been sent or is not yet in production. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The shipping will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent, usually via Royal Mail. Your order will be sent within 2-4 working days after it has been placed.
The normal delivery time from the package has left our warehouse is:
- 1-2 working day to the UK
If Royal Mail can’t deliver your package (a note will be in the letterbox) or you don’t collect it, they hold on to it at the Customer Service Point for 18 days (if they weren’t able to deliver it to you/not enough postage was paid) or 21 days (if a customs charge needs to be paid). After this time, they will send back to return address on the item.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
How much is the shipping charge?
Shipping is FREE on all items,
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.
When we receive the product, we will refund the value of the purchased the product, but not the original shipping. All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach us Please ensure you pack the return safely.
Customgear.uk reserve the right to dismiss any claim for a refund or return if reasonable and proper care has been taken with the item i.e. if the purchaser has not following the garment care/washing instuctions listed on each product page.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.
Once we have received the returned products, we will inspect them and process the refund within 48 hours.