Online customers ordering between the 5th October and the 22nd of December can return their items for an exchange or refund by the 8th of January. Anything bought over the Christmas period returned after the 8th may be rejected.
If you suspect an item is faulty/damaged or wrong, please contact customer services by emailing firstname.lastname@example.org with photographs as soon as you can, to ensure any issues are resolved as quickly as possible.
How to send returns
Customers are responsible for the cost of returning item(s), and for your parcel until it arrives at Route One.
Route One have a 14 day returns policy from the receipt of your parcel, for an exchange or refund.
With all returns, please include a completed returns form (including order number or billing postcode). This can be found on the back of your invoice.
Please wrap items appropriately for transit to avoid damage to goods or boxes. Please do not stick labels or tape directly to the products packaging (e.g. shoe box ) as if tampered with in any way, we can no longer accept the return.
Please allow 3-5 working days once the goods have reached us, to give us time to process your returns. Any returns received after 14 days, can no longer be processed.
All refunds will be credited back to the original method of payment used to place the order. Credit/debit card transactions can take 3-5 working days to show up on your bank statement.
Please ensure your account details are current and up-to-date, as we may need to contact you regarding your return via email or telephone.
If you have any further queries, please don’t hesitate to contact us.
Route One Returns,
The Buffer Depot,
Tel: 0800 316 8812
Mon - Fri: 8.30am – 5pm
Sat/Sun/Bank Holidays - Closed
**3 for 2 Offer Terms**
3 for 2 is limited to a single use per order.
Items purchased as part of the Black Friday 3 for 2 offer can be exchanged for any other product within the offer to an equal value. Items of a higher value will be charged the additional value, cheaper items will be refunded the difference as long as this does not effect the cheapest/free item.
In the event a refund is requested, due to the order no longer meeting the requirements of the promotion the cost of the free item will be deducted from the refund amount prior to the refund being issued, in the event the free product is returned no refund will be applied.
In the event that you wish to return an item from a buy one get one free offer, you must return both items to receive a refund. If one item is returned, you will not receive any funds in return, as the offer will no longer valid. Items bought on BOGOF offers may be returned for an exchange of another item included in the offer.
Shipping & Handling - Customers are accountable for return shipping charges. We suggest a recorded or signed for delivery service so the parcel is insured and can be tracked. Goods are the customer’s responsibility until they arrive at our depot. Our Royal Mail post is delivered every day (Monday - Friday) at approximately 10am. For these reasons, timed next day deliveries are unnecessary. Please see faulty items for further information.
Conditions of returns - Please ensure all items returned are unused with all tags still attached. Any items returned in a non-sellable condition will not be accepted.
Clothing - All clothing must be unworn, smoke/hair free and unwashed.
Shoes - Shoes cannot have been worn outside, we suggest trying them on inside before accepting the goods. They must be returned in their original box and packaged suitably for transit, making certain that no postage label, returns forms or sellotape are attached directly to the shoe box.
Hardware - Once any skateboard hardware has been assembled or grip tape has been applied to a deck, it cannot be returned for an exchange or refund. All decks must be un-skated and returned in a re-sellable condition.
Faulty items - If you believe your product is defective due to a manufacturing fault, please send it back along with the returns form explaining the defect. We will assess the product and then contact you; we may from time to time send the faulty item on to the supplier for a second opinion. Please inform us of the defect immediately and do not continue to use the item as this may affect the result of our assessment. If we deem your product faulty, we will refund your return postage. Our Royal Mail post is delivered every day (Monday - Friday) at approximately 10am. Timed next day deliveries are unnecessary. Because of this, we will not refund a timed delivery cost, only the next day delivery rate.
Our faulty returns policy covers your product for 6 months and each return will be dealt with individually.
Any skateboard decks returned are dealt with by the manufacturer and are subject to the manufacturer's discretion. We do not replace broken decks or decks with pressure cracks. Most board snaps and cracks occur when one or both feet are positioned in the wrong spot when landing tricks and grabs. Unfortunately, if this happens Route One will not be able to replace your board.
Nixon Watches - Please see our Nixon Watch returns and warranty page for full information.
Can I return a telephone or Web order at a Route One store? - Yes, you can return non-faulty goods to any of our shops but only for an exchange. You will need to take your Invoice/Receipt with you as proof of purchase. Unfortunately, shops will not be able to offer refunds on goods purchased through either the Internet or over the phone.
Items returned from outside of the U.K. - Returns for exchange can only be sent to the UK and Ireland. Outside of this zone will be charged postage following our delivery prices to the applicable country.
Cancelling an order - for full details on how to cancel an order following the distance selling regulations please see our Terms and Conditions.
Our returns policy will not affect the consumer’s statutory right to cancel or any other statutory rights.