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Delivery & Returns

Delivery

 Under £20£20-£30£30-£80£80+
Mainland UK£2.00FREEFREEFREE
Highlands & Isle£2.00FREEFREEFREE
Northern Ireland£2.00FREEFREEFREE

If we have the item you have ordered in stock then delivery should take no more than 2 working days, except in busier Christmas times when our delivery times may be slightly delayed. If you need an item by a specific date, e.g. for a birthday, then please specify the date in the comments when you place your order so we can try to comply.

We have a range of delivery options that will become clear during the ordering process, with a pricing structure for premium services. UK mainland orders above £20 will always have free standard delivery, but we have given you the option to upgrade shipping to best suit your needs. As we can alter these prices on a moment’s notice it is best to progress your order to see the available prices for premium services.

Large/Expensive Orders:

Large or expensive orders are shipped by DHL Parcel UK, UPS or DPD. Orders shipped by our couriers usually arrive within 1 working day (occasionally 2 days depending on geographical location). It is necessary that someone must be in to sign for orders delivered by our couriers or your parcel will be taken back to your local depot. You may specify in your order notes that your parcel can be left in a secure location or with an available neighbour, although if you specify that an order can be left without a signature, we cannot be held responsible if the parcel goes missing.

If your order is to be shipped by our couriers, please try to provide a shipping address where you know someone will be around to sign for the parcel (such as a work address). This is especially important for orders which are needed ASAP or for Christmas. Changing the delivery address after the parcel has been shipped can incur a charge from our couriers which we will pass onto you. Refusal of a parcel which is then shipped back to us also incurs a charge which again must be passed onto the customer.

Small/Inexpensive Orders:

Small and inexpensive items which are shipped via Royal Mail are usually shipped with their 24 and 48hr services. The rising costs of Royal Mail services have forced us to move away from First Class shipping, although we occasionally use it depending on order value. Please note that we cannot send replacement items for missing Royal Mail parcels until they have been missing within the postal service for 15 working days after the expected delivery date at which point, we may declare them lost. These are the guidelines set by Royal Mail and as such we must adhere to them.

Highlands & Islands Orders:

Orders shipped by Royal Mail Standard Parcel Service take between 7 and 10 working days to arrive (Royal Mail Standard Parcel Service is used to ship orders to places which are outside of the mainland UK, such as Northern Ireland, Channel Islands, Isle of Man and Islands of Scotland). Please note we have to allow 15 working days for a parcel to be delivered. We also use the Collect+ service and DPD for parcels to Northern Ireland, the Channel Islands and Highland & Islands and we aim to use the best service to get the parcel to you safe and sound.

Premium Services

Courier Upgrade:

We offer an upgrade to prioritise your order in the shipping queue on a premium courier service. We aim to ship all Courier Upgrade orders received up until 1pm on the same day during weekdays, orders placed at the weekend will ship at the earliest opportunity on Monday. During busier times such as Christmas this may in rare cases be pushed out to two days although we always endeavour to get the parcels out on the same day if the order is placed before 1pm.

AM/PM Delivery:

For most mainland UK addresses we can offer a service that guarantees a delivery attempt before or after midday. We are unable to get a specific time slot within these time frames, but they should arrive in the AM or PM selected. This is a working day service only and so doesn’t include Saturday, Sunday or UK Bank Holidays.

Saturday Delivery:

We can offer a Saturday delivery service to most of the UK. Orders must be placed before midday Friday to ensure us enough time to process the order. You can select this option at any point during the week, we will ensure that the parcel is delivered on the Saturday. Please note that we also offer this service to customers in the Highlands and Islands, although the cut off for this is Thursday at midday as the couriers need extra time to get the parcel to you.

Returns

Any items purchased from Decked Out may be returned at your own cost within 30 days of your purchase.

Please note that returns in relation to Christmas are accepted up until the end of January.

After 30 days, returns are only accepted at our discretion.

You may return your purchase for either a full refund or exchange for a replacement item.

Products must be in their original packaging – be it box, bag, or wrapper. Please package items appropriately for transit. We send a lot of products out in toughened plastic shipping bags, which when turned inside out provide a perfect reshipping wrapper. Please DO NOT stick tape or labels directly to the item’s packaging, for example a shoe box.

Products being sent back to us must be in NEW AND UNUSED CONDITION. This means:

· Clothes – must be unworn, all tags and stickers attached, folded neatly (follow the creases) back into its original packaging.

· Skates/Shoes – must be unworn – to check the size and fit please try them on clean carpeted floor. All packaging materials should be included in the return.

We are unable to accept returns on:

Skateboards that have been gripped as per your instruction, they are no longer sealed and have been customised to your original request.

If you send us a product that breaks these rules then we reserve the right to charge for repackaging a product in the case of defaced packaging, or even send the product back to you at your cost if the item has been used and is no longer in resalable condition.

We can only advise on the best way to ship an item back to us, but we do not recommend that you spend a small fortune on a premium service. It is in your best interest to get a confirmation of shipping to prove that the item has been sent. Royal Mail provides a “Certificate of Posting” which should be kept safe until the return/exchange is completed. Companies like MyHermes and Collect+ typically offer better value for larger parcels than Royal Mail currently offer, so it may be worth your while to shop around. Remember that shipping your item back to us is at your own cost.

Faulty Items:

If you think that you may have a faulty item because of a manufacturing fault, please contact us with a description of the issue, how it was discovered and images if applicable. Depending on the issue, we may require you to return the item to either ourselves or send it to the Brand’s UK Distributor for further assessment. Should this be necessary we would contact you with full instructions for this. If a manufacturing fault is confirmed by either us or the brand’s distributor, then we would issue a full refund including your return postage.

Any skateboard decks that are returned as faulty (delamination only) will be dealt with by the Brand’s UK Distributor. We cannot replace broken skateboard decks or decks with stress/pressure cracks as the rough nature of the sport deems this as a rider error as opposed to a manufacturing fault. Most board breaks happen when your feet are in the wrong position when landing a trick rather than being due to a manufacturing fault.

Cancelling an order under the Consumer Contracts Regulations

In accordance with the Consumer Contracts Regulations, you have 14 working days from the day you receive the goods to cancel your order.

We will accept confirmation of order cancellation via telephone if your order is submitting and yet to be dispatched as well as email or letter. If your order has been dispatched, you must write a letter to us to request cancellation, we will not accept any other method of cancellation. The letter can be sent within the parcel of goods being returned. You must include your order number, name and billing address.

We will cancel and refund the order including original postage costs as long as the whole order is returned. You will be refunded within 30 days. We cannot accept cancellation of an order if goods have been made specific for a customer and have been dispatched.

We strongly recommend recorded or signed for delivery, so the parcel is insured and trackable as all goods are your responsibility until they have reached us. You must take reasonable care of the goods while in your care and they will be returned at your own cost. All goods must be returned within 14 days of the requested cancellation.

All goods should be returned with their original labels and packaging in appropriate wrapping for transit. We will not accept goods returned with postage labels attached to the products or the product packaging for example, shoe boxes. If you do not ensure reasonable care and goods are returned damaged, we may claim against you for breach of this statutory right.

If you fail to return the goods following your cancellation request, we may send a courier to you at your expense of £5 to collect the goods. This cost will be deducted from your total refund. If you still fail to return goods, we can charge you the direct cost of recovery and may claim against you for breach of your statutory duty.

All letters and parcels should be returned to our Returns Department, the full address is displayed below.

Decked Out Returns

12-22 Dalkeith Street

Barrow-in-Furness

Cumbria

LA14 1SP

This is not intended to be a full statement of all your rights under the Consumer Contracts Regulations. Full details of your rights under the Consumer Contracts Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Our returns policy will not affect the consumer’s statutory right to cancel or any other statutory rights