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FAQ

Delivery

Depending on the delivery option you selected you should allow up to 10 working days for your parcel to be delivered, if your parcel has not been delivered by this time please contact us as soon as possible and we will look into it.

Route One now ship to most countries in Europe. To see if we ship to your country please click here.

Our couriers deliver Monday – Friday, 7.30am – 6pm. (although some of our carriers may deliver slightly earlier or later). Saturday, Sunday and any Bank Holidays 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.

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.

Returns & Refunds

If you require to send back an item you have ordered, please return it with a completed returns form requesting a 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.

Snapped or cracked boards usually occur when your foot is in the wrong position when landing a trick or grab. Unfortunately, if this happens, Route One cannot replace your broken board or a board with pressure cracks. All skateboard snaps and cracks are dealt with by our suppliers and are subject to their discretion, so if you believe this is down to a manufacture fault then please email us some photos of the deck, along with some context as to how this was being used prior to the snap, and we can get these assessed for you.

Your return will be processed within approximately 5 working days from when it arrives with us. You will receive email notification once your return has been processed but please note that it may take up to 5 working days for the funds to appear on your statement.

Ordering

If you'd like to opt out of your Shop account, please follow this link https://shop.app/opt-out

Once your order has been placed, it is generally too late to adjust items within your order, make changes to your delivery address or cancel your order, as your order will have been sent to the warehouse almost immediately. If you still would like to attempt to make a change, we're always willing to do our best for you so 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 phone call.

We aim to respond to emails within 2 working days. Please note that bank holidays and busy periods can cause slight delay.

If you can’t add an item to your bag, or there is no option to, it usually means this product is out of stock. You may be viewing an old, cached version of our website. Try clearing your browser cache, or logging directly on to www.routeone.co.uk and searching for your item in our search bar – if it doesn’t show up in the results, then unfortunately we have sold out.

Of course! Please email us with your address and we can pop some in the post to you. 

No problem! Email us here and we'll get this sorted for you.

Theres plenty of payment options with us, including Klarna, Paypal and Apple Pay.

Vouchers & Promo Codes

Gift vouchers for online purchases can be found here.

If it has been more than 24 hours since you placed your order please ask the recipient to check in their junk mail; if it's not there let us know here and we'll look into it for you.

Simply enter and apply the code at the payment page of the checkout - the value will be subtracted from the total to pay and any remaining balance will remain on the card.

Simply enter and submit the code to your basket and all eligible offers will be applied to your basket before you checkout.

We do Unidays, which you can find out more about here.

Account

You do not need to create an account to order with us, however, it can be useful to have an account so that you can view order updates.

You can create an account here.

To change any of your details, you can log into your account, select the details you would like to update and submit the updated information to us.

You can unsubscribe from our emails either directly in your account, or from the link at the bottom of any promotional email from us.

If you would like to delete your account with us, please contact us here with your details.

Other

If you would like to delete your account with us, please contact us here with your details.

Sign up to our newsletter and keep an eye on our social media to be kept up to date with all our latest offers and releases…

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.

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. You're welcome to drop us a line on 0800 316 8812 to check on future availability but please be aware that sale items often won't come back into stock.

If you reside in the Channel Islands, ensure you set your billing country to Jersey or Guernset and VAT will not be charged to your order. This will also ensure the correct shipping options are offered to you.

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, also check your junk/spam filter to ensure it hasn't been picked up by either.

 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.  

Our system is character sensitive and an order will decline if there are any letters or symbols in the incorrect boxes for your address details. E.g. A ‘+’ symbol cannot be added in front of your phone number, and if you are leaving a line blank please do not fill it with symbols such as / or --.

Please ensure that your billing address matches the address that your card is registered to. You can change the delivery address at the checkout.

You will receive an email invitation within 2 weeks of making your purchase, inviting you to leave us a review. If you have not received an invitation beyond this 14 day period, you can use this link to make a request.

Skateboard/Hardware

The short answer is yes. Grip tape provide friction to help your shoes grip the board and will also protect the top of the board. Our completes come with grip tape applied already. If you are buying a deck, you will receive a choice of FREE grip tapes and given the chance to upgrade to one of our premium grip tapes. After you have selected it you can choose for one of our team to apply it for you or it will be included in the parcel. Please note that gripped decks cannot be returned.

All trucks are sold in pairs, you will only need to add one set of trucks to your basket.

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