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FAQs

SIZING

Q I am unsure what size to order.

A. We recommend that you review the details of our size guide. All of our product pages have links to our detailed size guide. If you are still uncertain which size is right for you please contact us via hello@purevelo.cc where we would be more than happy to go through this with you and help you make the right decision.

 

RETURNS

Q. What’s your returns policy?

A. You can return any product you receive from Pure Velo within 30 days from order delivery date for an exchange or refund, as long as the item is returned in an unworn condition without any scuffs, scratches, stains or hair. All the tags must remain on the products intact. If you need to register a return please visit please see our returns policy and follow the process for your country.

 

How do I return a product?

A. We are making returns as simple as possible for all of our customers. The process will be for you to register your return on our returns page where we will ask you details about your order and reason for return. We will then provide you with a returns label to use. Once we have received your return and it has passed are quality checks, we will issue your refund. The refund will be paid in the same currency and payment method used to purchase and the return shipping fee will be deducted from your refund. Please visit our returns page for more information and the returns process.

 

Can I return a product without the original packaging?

A. You can always send the products back to Pure Velo in another package but please pack securely so that your return is received in a re-saleable condition. Our returns policy page explains this in more detail.

 

How does FREE returns offers work?

A. Occasionally we will offer free shipping and free returns on our products. In this case you will not be charged for shipping at the checkout and a full refund will be given on recipt of any returned products. Follow the returns process to inform us of a return so that we can send you the pre-paid return label. All other terms and conditions apply. Our returns policy page explains this in more detail.

How do I exchange a product?

A. If you would like to exchange your purchase, please email us at returns@purevelo.cc to register your exchange request and please follow the returns process to send back the unwanted item(s). We ask that you place a new order for the replacement items. Your email to us will allow us to link your exchange to your new purchase and we can therefore speed up the refund process as best we can. Returns Policy

 

DELIVERY

Q. Do you offer free shipping?

A. Yes, we do offer free shipping on orders over £130 / €150 / US$150. We will use our standard shipping service on our free service. Customers will have the opportunity to pay for express service at checkout if that service is available for your region.

 

Q. How long will my delivery take?

A. Please refer to the shipping page for estimated delivery times for each region that we ship to.

 

Q. When will my order be sent out?

A. We en devour to dispatch your items on the day the order is received. Our office hours are 09:00 to 17:00 GMT and our couriers have a delivery cut off of 14:00 hrs. Please refer to the shipping page for estimated dispatch and delivery times. You will receive an email notification to let you know when your order has been dispatched.

 

Q. Do you offer express or next day delivery?

A. We can provide a next day delivery for UK, EU countries and East Coast USA. The charges for this level of service will be shown at checkout. Next day delivery orders must be processed before the cut off time of 14:00 GMT.

 

Q. How are Products shipped and how much will shipping cost to my address?

A. We offer different delivery options for certain regions and offer a flat rate shipping fee for our standard shipping service. The following table explains the regions, options, and costs.


Table of shipping

Standard Delivery

Express Delivery

Returns

UK

£5

1 to 2 days

£15

Next day before noon. (weekday only)

£5

Europe (EU)

€10

6 to 10 days

€20

1 day (weekday only)

€10

USA & Canada

$10

10 to 20 days

$28

2 to 3 days

$10

ROW

$10

10 to 20 days

N/A

$10

 

STOCK

Q. When will a product be back in stock?

A. We will replenish stock as soon as possible. As soon as Pure Velo have an estimated date of delivery you can sign up for a notification on the product page or email us your request at hello@purevelo.cc . Depending on the time of season it may be that certain lines will not be re-stocked.

 

Q. I’d like to order a product, but it does not allow me to put it in the basket.

A. If it is not possible to select an item this means that it is not available as it is out of stock. Please use the ‘inform me when back in stock’ feature on the product page to find out when items come back into stock.

 

 DIGITAL GIFT CARDS

Q. How will I receive my Digital Gift Card?

A. Once you have completed your purchase you will receive an email confirmation with your Gift Card details. You can then print this out and give it to the recipient. You will not receive your Gift Card in the post.


Q. How do I use my Pure Velo Digital Gift Card?

A. Gift Cards can be used to purchase any product on our site. Add the products you wish to order to your basket and proceed to the checkout. Once you reach checkout you will be asked if you have a discount code. You can enter your Digital Gift Card code in the field here.


Q. What happens if I don’t use all my Digital Gift Card?

A. You do not have to spend all your Gift Card at once. The remaining balance automatically stays on your Digital Gift Card for you to redeem on any future Pure Velo purchase.


Q. When will my Digital Gift Card expire?

A. Your Digital Gift Card is valid for 18 months from the date of purchase.


Q. Can Gift Cards be used in conjunction with a discount code?

A. Yes, your Gift Cards can be used in conjunction with discount codes.


Q. Can I return a Digital Gift Card?

A. Our Gift Cards are non-refundable. Digital Gift Cards cannot be replaced or refunded if lost or stolen.


Q. What happens if I return items paid for with a Digital Gift Card?

A. For items purchased with a Digital Gift Card, the refund will be issued via the same payment method as used to pay for the order. Therefore, if you have paid, or part-paid for an order using a Gift Card, you will be given a new code for the relevant value.