FAQ

It depends on the type of your payment method.

Credit Card & PayPal

When you place the order, we authorise the amount and after the order has left the warehouse, we collect the money.

As soon as the order leaves our warehouse, you will receive a shipping confirmation.

After receiving your order, we will send you a confirmation email with your order number. If you don't find an email in your inbox, please check your spam folder. If you use Gmail, please check your advertising folder. Please note that it may take some time before we send the confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email.

But don’t worry, your order will still be processed as normal.

If you have registered an account with us, you can check the order number in "My Account > Orders".

If you have not received an email after approximately 5 min, please also check your spam folder.

If you have created a user account with us, you can check the order status after logging in under "My Account > Orders".

If you still cannot locate an order confirmation, please contact us.

It is not possible to get a VAT invoice. However, the VAT amount and rate of your purchase is stated on your invoice. If you need your invoice, please contact us.

We accept the following payment methods in our online shop:

Credit Card: You can pay with VISA or MasterCard - simply select credit card as the payment method during the order process. We guarantee the highest level of security with the latest encryption techniques, such as the Secure Socket Layer (SSL) and the 3D Secure procedure. All order and credit card data is only transmitted in encrypted form. Payment is only made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

PayPal: With PayPal, you can make cashless payments easily and securely. To use it, you create a PayPal account once by entering your bank or credit card details - so you don't have to re-enter them for every purchase. You then pay by entering your email address and a password and receive a payment confirmation by email - your order is then processed immediately. Payment is made as soon as the order leaves the warehouse. When you complete the order, we authorise the amount and after the order leaves the warehouse, we collect the amount.

Yes, your delivery address can be different from the billing address, please note our terms and conditions regarding the delivery region.

All you have to do is select a different address under "Change shipping address" when ordering or create a new address to be able to use it in the future.

Typically, you’ll receive the following emails in regards to your order:

• Order confirmation email to acknowledge we have successfully received your order
• Shipping email containing your Track & Trace code

If you have not received an email, please also check your spam folder.

In the event that you have not completed the payment process or the payment has not been successfully completed, you will also receive an email advising you of this. Please note that only orders with full payment will be processed for delivery.

All our shipping services are next day. If you have placed your order before 12:30 pm, the delivery should reach you the next day. Deliveries are always made on working days.

If you have registered for an account, you have two options to check the status:

• You can track your order by following the link in your delivery confirmation.
• Log in to your account by clicking on the person icon in the top right of the website header. Click on the corresponding order number in "Orders" to get details.

Please refer to the emails you received from us or contact customer service.

We always aim to deliver your order within 1 -3 business days, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

• Your order was placed during a public holiday or a local public holiday.
• There were unpredictable circumstances beyond our control.

Do you want to find out the current delivery status of your order - check your "Order history".

Please check you delivery status in your account.

Your order is being held by our couriers.

If a delivery has been attempted but unsuccessful, couriers such as Royal Mail may hold your parcel at the local delivery office for collection. They will do so for a period of time before returning your parcel to us. To see if your item is being held for collection, please check the tracking details on your order confirmation or the card left by the courier during the attempted delivery.

The Order has status ‘Cancelled’.

Your order may have been cancelled for various reasons. You receive an email explaining why your order was cancelled.

The Order stuck on status ‘In Progress’.

It can be that the product you ordered is out of stock. In that case please contact us via the contact form or via +44 (0) 1793 575 050. We will cancel your order in this case.

The Order has status ‘Shipped’.

Your order has left our warehouse and is now in the hands of the carrier. Please see the according email for tracking code. You could also contact us.

The Order has status ‘Shipped’ and ‘Done’, but the package wasn’t delivered.

Please contact us via the contact form or via +44 (0) 1793 575 050. We may have to request a proof of delivery.

Quality is paramount to us. We thoroughly test all our products in real-life conditions to make sure they are in the best possible position to stand up to the uses they were designed. But it’s an inevitable reality that products can get damaged on their way to the buyer.

If a product you purchased from our online shop has a quality issue and you want to return it, you must return it through the official process. Once you do, our quality assurance department will inspect it.

You are refunded if we assess that the product was damaged during the manufacturing process, or if they are in a different condition to how they are supposed to come from the factory. We compensate costs for defective products.

We cannot compensate for products that were damaged for other reasons, including damage by negligence, misuse or wear and tear. We cannot compensate if the product was bought from anywhere other than our online shop. Please see the Terms & Conditions for details.

Please note the life expectancy of a product depends on the individual using it; their characteristic wear pattern and the conditions in which it’s used. Products damaged by normal wear and tear, or products that have exceeded their reasonable lifespan, will not be not replaced.

Products to be returned must be in the following condition:

• The product(s) must not have been used or damaged beyond normal inspection use.
• The product(s) must be returned in its original packaging (and save shipping packaging).
• The product(s) can only be accepted if the original label has not been removed.

The Product must be returned to:

JOINT OPERATIONS LTD
Unit 11 Interface Business Park
Bincknoll Lane
Royal Wootton Bassett
Wiltshire, SN4 8SY, UK

The easiest and our preferred way to return your products is to follow the steps in the return section of the Website, because this both returns the products and notifies us of your desire to withdraw from the contract of sale in one go.

If you return your products by following the above instructions, we shall bear the costs of returning the products. Returns not made in accordance with the instructions set forth above shall be at your own risk and at your expense.

We shall notify you via email once we have received and processed the returned product(s).

We do not refund products ...

• ... obtained from a source other than the website
• ... that are not returned in the conditions named in 2.11.5 of the T&C
• ... that have been damaged by abuse or negligence (e.g. exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.); and/or
• ... that have been damaged by misuse or activities other than the intended purpose (e.g. use of running shoes for court sports or hiking footwear as work boots, etc.)

Please note the life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable lifespan of the product are not replaced.

Follow these steps to return your order:

1. Fill out the return form that was included in your shipment and include it in your parcel.
2. a) You have ordered with a customer account:
   Please log in to your account, under "Orders" you will find the link to create the shipping label for each order.
3. b) You have ordered as a guest:
   With your order you have received a dispatch confirmation by email, which allows you to view the order in detail. Here you will also find the link to create the shipping label. Note the space in the postcode (e.g. N12 JJ7).
4. Please fill in the shipping label completely, print it out and stick it over the original parcel label.
5. Take your parcel to your Royal Mail office.
6. Get your refund back within 14 days after we have received your return.

Voluntary Return Guarantee in addition to your Statutory Right of Withdrawal

In addition and without prejudice to your right of withdrawal (and any other applicable statutory rights), we grant you an additional Voluntary Return Guarantee. This allows you to withdraw from the contract of sale, without specifying any reasons, for an additional 46 days beyond the Withdrawal Period, so a total return period of 60 days (“Voluntary Return Period”), as a contractual right of withdrawal with respect to a product (see terms and conditions).

Products to be returned must be in the following condition:

• The product(s) must have not been used or damaged beyond normal inspection use.
• The product(s) must be returned in its original packaging (and save shipping packaging).
• The product(s) can only be accepted if the original label has not been removed.

The item must be returned - taking into account the instructions on the website - to the following address:

JOINT OPERATIONS LTD
Unit 11 Interface Business Park
Bincknoll Lane
Royal Wootton Bassett
Wiltshire, SN4 8SY, UK

(This address is stated on your return form and the official shipping label that you can print.)

If you return your products by following the above instructions, we shall bear the costs of returning the products. Returns not made in accordance with the instructions set forth above shall be at your own risk and at your expense.

Our customer service team is available to assist you. Please don't hesitate to contact us with your questions and comments. Contact us by phone +44 (0) 1793 575 050 or here.

After you drop off your return package at the local drop off point, it can take 2-7 business days for the package to get to our warehouse.

After arrival in our warehouse, processing usually takes place within two working days. During peak periods, processing may take longer than 48 hours.

We refund the cost (of any defective products) through the payment method used by you when purchasing the goods within thirty (30) days from the date we have received your return shipment. However, we always aim to complete this process as quickly as possible!

If you placed your order from our online shop and received the wrong product, please contact us by phone +44 (0) 1793 575 050 or via contact form and we’ll help you with the return and refund process. If you received a product that's the wrong size, you can return the product to us and re-order at our online shop.

Have you placed an order in our online shop and chosen the wrong size or you don't like the colour?

Simply fill out the return form from your order, create the shipping label and take the package to a Royal Mail office of your choice. Get your refund back within 14 days after we have received your return.

You can order your new desired colour/size as usual in our online shop.

It depends which type of voucher you used.

If you used a voucher that gave you a percentage discount (e.g. 10% off), the voucher can be replaced if you return the order, or part of it. It can also be replaced if your order got cancelled, or if you cancelled the order yourself.

If you used a voucher that gave you a monetary discount (e.g. £10) the voucher can be replaced if you return the full order, if your order got cancelled, or if you cancelled the order yourself. If you return part of the order, you will receive a refund for the amount applied to that part of the order. The invoice gives you a comprehensive breakdown of the split of discount across products.

Unfortunately it is not possible to reactivate redeemed vouchers. Please contact us by phone +44 (0) 1793 575 050 or contact form to request a replacement voucher. If you plan to make a return, please do so prior to requesting your replacement voucher.

With a voucher, you're able to get a discount when you purchase products through our online store. Here's how to claim your discount:

1. Pick a product (one that's applicable for a voucher discount) from our online store.
2. Go to your shopping cart or checkout page, enter code in "discount code" field.
3. Click "apply". Discount will be applied to qualified items.

Keep in mind the voucher ...

• ... is only valid for a limited time.
• ... may not be applicable to all products.
• ... cannot be applied after you've placed an order.
• ... cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

You can find the Terms and Conditions related to voucher usage stated on the bottom of your email, or on the voucher.