PRE-SALE GENERAL QUESTIONS
Q: What is a RMA
A: This means a 'Returns Merchandise Authorisation', and once requested by you, we will within 48 (office working) hours email you as a PDF file attachment. The RMA will contain a returns address and description of your merchandise along with other information related to your returns request.
Q: Can I simply come over to your address to see your products?
A: We are closed to the general public. All products are warehouse stored or are supplied factory direct so are not on display
Q: Can I collect or try on size at your retail shop/outlet?
A: We are an internet based direct mail company therefore do not operate via a retail outlet which allows us to keep our prices low. For sizing please follow our size guide
Q: Can you advise on correct sizing as I'm still unsure?
A: Yes we provide both email and telephone customer support.You can contact us using the webform here for a faster 24 hours response or give us a call for friendly professional advice on 020 3701 1967 (if your call isn't answered, please leave a voicemail and we will endeavour to call you back within 72 hours)
Q: What is the difference between standard Cowhide and Premium Cowhide leather options?
A: Standard Cowhide leather used is the thinner under-layer skin of cowhide and is suitable for light motorcycle wear and ideal for use as a style and fashion accessory available at a relatively low cost. Premium cowhide leather is top layer 1.3mm-1.5mm cowhide skin, has a softer texture, thicker grain and is also pre-treated dye to allow better robustness against everyday wear and tear. We recommend the premium cowhide leather option for robust quality for everyday and track day usage for the best available protection in this price range. See a closeup of the differences below
Q: Why is there a surcharge for 2XL+ sizes?
A: The surcharge is a manufacturing supplier on cost due to additional leather material used on product in those sizes. The cost also covers the added weight for shipping and additional raw materials cost
Q: Do your leather suits have a full connecting zip?
A: Yes, as long as the jacket and trouser chosen are ordered together as a 2 piece suit and (ideally) in the same size or no more than one size difference apart, then it will get both full connection length zip as well as an 8" universal connecting zip. For example you can match a (L) jacket to an (M, L or XL) trouser or visa versa to get a ¾ zip. However if you chose an (XL) Trouser with a (M) jacket, it will only get an 8" rear connecting zip. (note: some designs do not allow for mixed jacket and trouser sizes. This will be identifiable from the product description. Of course there are also 1 piece suits that do not have a connecting zip
Q: Are the leathers safe for track day use?
A: The premium Cowhide leather option is perfect for track day use as they are supplied with CE approved level 2 race grade armour pads. Standard leather option is not suitable for racing or fast road bikers
Q: Can the leathers be supplied with CE approved armour?
A: Yes if you chose the premium leather option then your leathers will come supplied with hard plastic shell CE approved padding as part of the deal
PAYMENTS & DETAILS
Q: What payment methods do you accept?
A: We accept online payment by Credit, Debit Card and PayPal. If you encounter any issues and are unable to pay online, we can take secure virtual terminal payments manually over the phone by calling us on 020 3701 1967
Q: Do you offer P&P discounts for multiple purchases?
A: Postage & packing is kept as low as possible, and are generally charged by weight and volume so discounts are not possible. However email us if you would like to discuss the bulk trade order discount option codes that we have available for approved traders/shop owners only
Q: How do I know my order has been processed?
A: We will send you a 'In Production' notification within 72 hours of recieved payment which indicates your order is going through our system and is in progress either at the Factory or with courier
Q: When will my order get shipped?
A: If you have ordered gloves, this usually takes 2-3 days. For all other purchases i.e. suits, jackets and trousers, delivery is on average 14 business days from date of payment (this extends to 21 days international orders)
Q: Why does it take 14 business days for delivery of your biker suits, jackets or trouser (apart from gloves)?
A: We are a UK direct internet mail order company and in order to keep prices low we often process and dispatch orders to be sent directly from our international factory base on a supply to order basis. This is reflected in the low upfront purchase prices for you to enjoy
Q: Are you a UK drop-shipper?
A: No. We have our own manufacturing facilities which are abroad, hence the longer dispatch timeframe given on many of our products
Q: How do I know when my order has been shipped?
A: Once your order has been shipped from our end we will send you a dispatch notification giving an estimate timeframe for delivery
Q: What if I have not received my delivery after 14 working days?
A: Firstly, check status of delivery using your tracking details. It may be the courier may have attempted delivery and has either had trouble finding your address or has not found anyone available to accept delivery on your behalf as it must be signed for. They will contact you on the daytime contact number you provided upon order. Failing that, contact us confirming your address and send us your best reachable daytime telephone number. We will pass this on to the courier service who will attempt contact with you directly to rearrange delivery. Please bear in mind this process may take a few days, and that we do not retain information on local courier collection depots.
Q: Can I collect from depot as I'm not available during the day at home?
A: Unfortunately we are unable to personally contact local courier depots due to logistics. However if you do need to arrange collection, please make this request directly to the courier when they contact you after the first delivery attempts have been made or from the missed delivery calling card. Contact us if you have trouble contacting the courier so that we may assist you to the best of our ability
Q: If my size does not fit, can I get an exchange or refund?
A: We have a 14 day exchange or returns policy. If the item is unused and in brand new condition with labels and packaging, then please request a RMA (returned merchandise authorisation) for a return or exchange.
Please note that exchanging where you notify us within 14 days is free
There will also be a 10% restock fee for refunds (not applicable for exchanges). This will be stated on the RMA. For international orders please contact us for a replacement shipping quotation
Bear in mind any CUSTOM leather pieces (suit or jacket) that have been made per your requirements will NOT be applicable for a refund
Q: When will I receive my replacement / exchange?
A: The process and timeframe for receiving your replacement/exchange will be detailed in your RMA form
Q: I have a problem with my product after usage, what do I do?
A: Please contact us to discuss your concerns as we are always available to help. Customer satisfaction is our top priority and your feedback is essential for us to continuously improve our service