A - Please log into your account, go to 'My Orders' and click your assignment number for tracking information.
A - Our couriers deliver Monday – Friday, 7.30am – 6pm. (although some of our carriers may deliver slightly earlier or later). Saturday and Sunday are not working days therefore are not included within the delivery timeframe (unless Saturday delivery is specifically selected).
*Delivery period = parcel transit time + order preparation time
*We cannot guarantee delivery within our usual given timescales to a small number of remote rural areas. Please see our delivery page for a full list of the postcodes affected.
For full delivery information follow this link to our delivery page.
A - Once your order has been placed, it is generally too late to adjust items within your order or changes to your delivery address, as your order will have been sent to the warehouse almost immediately. If you still would like to attempt to make a change, please call us on 0800 316 8812 – Please do not email with these requests as we will be able to take action quicker via a telephone call.
A - If you require to send back an item you have ordered, please return it with a completed returns form requesting an exchange or refund. Full instructions are on the returns form and our returns page. Customers are responsible for the cost of returning items to us unless your order was cancelled under the UK Distance Selling Regulations, or if the order was faulty or incorrect.
A - We are really sorry if we have made a mistake. If we have sent you an incorrect item, please return it following the standard returns procedure and we can then resolve the error. We will of course refund your return postage costs, if there was an error on our part. If you need further information on this, please call us on 0800 316 8812.
A - If you have ordered an item and it now appears to be out of stock, you may have ordered the last one. If any stock errors occur, we will contact you via phone or email to inform you of this and offer an exchange or refund. If you have received an Out Of Stock letter with the rest of your order, please let us know how you would like to proceed.
A – If there was an item that is no longer showing on our website, this means that the item is no longer available as it has become out of stock. If you would like to check the stock availability of an item please call us on 0800 316 8812. Unfortunately most sale items are generally not restocked.
A - If you reside in the Channel Islands, VAT will not be charged to your order.
A - Please request your catalogue here and we will get one out to you straight away.
A - Want some Route One stickers to decorate your life? Please email us with your address and we can pop some in the post to you.
A - You will receive a free sheet of MOB grip tape with every deck purchased. Please ensure your grip tape is added to the basket (the price will be deducted at the checkout). It will be sent separately unless you request it to be gripped free of charge. There is an opportunity to request this at the checkout.
Please note: If you are particular on how grip tape is applied, please consider doing it yourself as all decks are non- returnable once the grip tape has been added.
A - All trucks are sold in pairs, you will only need to add one set of trucks to your basket.
A - Route One now ship to most countries in Europe. To see if we ship to your country please click here.
A - There is a 15 minutes time limit in which you can cancel your order. If your order is still submitting you can call our Customer Service Team on 0800 316 8812 who will attempt to stop the order before being despatched. This however, is not a guarantee, as your order may have progressed too far within the system to stop it.
Unfortunately you cannot cancel your order online. If your order has been despatched you can still cancel your order in compliance with the Distance Selling Regulations. For further details see our Terms and Conditions.
Q - How do I update my account information?
A - You can do this by going into 'My Account' on our website where you can edit your details such as your address, telephone number and email address. Unfortunately, you cannot update any order details once an order has been placed.
A - We will only accept an item as faulty if there is a manufacturing fault. This does not include decks damaged due to skating error. Most snapped decks occur when a trick is landed incorrectly or if your feet are not positioned over the trucks. We cannot take responsibility for any damage caused in this manner.
If you think your deck has a manufacturing fault, we would recommend emailing us photos before returning it, as we are able to assess many boards through this process and avoid sending it back unnecessarily.
We will only process the exchange or refund if we deem the item as faulty.
A - We aim to reply to all emails within 48hrs. Weekends and bank holidays can cause slight delay.
A - As the catalogue is printed well in advance of its distribution, discrepancies do unfortunately occur. The price on our website is current and up-to-date therefore will be the price that you will be charged. We strive to minimise any alterations and apologise for any inconvenience caused.
A - You should always receive a confirmation email once your order has completed, followed by a dispatch email once the order has left us. If you do not receive these emails, check your account information to ensure the correct email address has been inputted.
A - Please email any complaints to firstname.lastname@example.org and we will get back to you as soon as we can.
A - Please click here to answer all of your questions on cookies and the new European cookie laws.
A - When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date at the point of dispatch. If for any reason the pending transaction fails these checks, Route One will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the banks policy.
A - All promotional gift vouchers received in orders (£5, £10, £15 and £20) expire at midnight on Saturday 21st December 2013.