Shipping, returns & customer service

From the moment you place an order at Alwaysriding.co.uk, you will be kept fully informed of its status via email, from receipt to despatch. We also use live stock updates, so a quick check will let you know if we have something in stock, allowing you to order in confidence. All orders placed before 2pm UK time Mon-Fri ship the same day, whilst out of stock items are usually back in stock within 1-2 weeks, but if you do have any questions about an out of stock product, then please contact us.

As long as you order before 14:00 UK time Monday to Friday, your item will be despatched the same day, and by default for free on a Royal Mail 1st class Recorded service, (the only exception to this is when your order includes '3-5 day despatch' items that will be sent as soon as stock arrives).

If you'd like guaranteed next day delivery then we do offer this option at checkout. Next day items use Royal Mail Special Delivery, which guarantees that your order will arrive before 1 p.m. the next working day (excludes Bank Holidays & Weekends). We operate a standard express charge for all next day orders, so even if you spend over £300 as an example, you only pay one flat rate.

When we know that a product has an excellent supply chain, we will sometimes allow a product to list '3-5 day despatch' on the drop down list instead of the default '0' when a colour and / or size is out of stock. What this means is that when you place an order, your item will be despatched within 3-5 days from our warehouse as soon as the stock arrives with us from the supplier. Rest assured that we only show this option when a product is readily available from the supplier, allowing you to order in confidence, when ordinarily you would have to re visit the page later to see if stock was available.

We ship every order with a returns form & a printed returns label inside the package, and remember, we do not charge postage for sending an exchanged item back to you. If you would like an exchange or simply a refund, please indicate as such on the returns form and send it back to us with your returned item(s) within 365 days from the date of purchase. The only thing to remember is that for any returns received after 45 days from date of purchase, a voucher for the value of the original purchase price will be issued in place of a refund. Returns received before 45 days will be refunded as normal. The right to return or exchange items within 365 days does not affect the statutory right to cancel.

When you return an item to us please be aware of our requirements:

• We recommend returning your order using a trackable method as both customer and Always Riding can track the return if there are any problems
• All tags and labels should not be removed from any item
• The item should be unworn (apart from an initial try on) and as new
• Please retain the original packaging and return items as you received them - in other words, don't send back items in any other packaging but the original, as we will unfortunately not be able to either exchange or refund them.
• Steer clear of strong perfumes or deodorants that may leave a scent or mark on the item when you try on
• Take every care to return item in outer packaging that will offer adequate protection, opaque postal bags are ideal, as is reusing our outer packaging

We ship orders internationally every single day, so wherever you ride, we can deliver to you quickly and easily. Shipping is a flat rate per order, and delivery is trackable through Royal Mail AirMail, either AirSure or International Signed For depending on your country. When you create your account and specify your delivery address, the relevant flat shipping rate will appear during checkout.

Most international orders will require a signature on receipt, so we suggest choosing a delivery address during checkout that you know has a good chance of accepting the delivery, like your work address for example. If you aren't available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up. Usually this means that it is now held at your local postal delivery office.

All orders shipped outside of the EU may be liable for customs charges, but we are unable to say what these might be as they vary a lot between different countries. We will do our best to ensure that your order is processed smoothly, and take all measures to limit any of these charges with clear labelling. However, we take no responsibility for these costs, and cannot amend custom declaration values.

To ensure a smooth return to us, please mark your package as: RETURNED GOODS – FAILED SALE. This must be clearly written on your country specific customs information document on the outside of the packaging or on the package itself. If not written, there is a chance that your return will be refused on entry to UK customs and sent back to you.

Please remember that Always Riding is not responsible for incorrectly marked returned items, or any associated return import costs.