Shipping & returns

Shipping information

• We offer FREE non-tracked delivery for all orders £120 & above. Please note that this is sent through an untracked service. Tracked shipping is available to purchase at checkout.
• All orders are shipped directly from our UK warehouse within 24-48 hours of the order being placed.
• Orders received on weekdays before 14:00 BST will be shipped out the same day. Orders placed after this time will be sent the next day. Orders placed on the weekend will be shipped out Monday.
• The estimated shipping time begins from the day your order is despatched.
• Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us onsupport@tailoredathlete.com if you have any questions.

Courier Strikes

Our delivery timeframe is currently being affected due to the courier strikes within the UK.

Although we can still guarantee delivery, in some cases we expect at least a minimum of 10 days for orders to be delivered.

Our fulfilment teams are able to process, pick and pack, and place orders into dispatch as we normally do. However delays that have occurred are as a result of Royal Mail’s limited collections and capabilities during the strike periods and recovery days.

We apologise for any inconvenience caused as a result of this.

Shipping methods - UK

1. FREE non-tracked delivery | Orders £120 & above (2-4 working days)
2. Standard tracked delivery (2-4 working days)
3. Priority tracked shipping (1-2 working days)

Shipping methods - EU

1. FREE non-tracked shipping | Orders £120 & above (5-7 working days)
2. Standard non-tracked shipping (5-7 working days)
3. Priority tracked shipping (2-3 working days)

Shipping methods - ROW

1. FREE non-tracked shipping | Orders £120 & above (7-10 working days)
2. Standard non-tracked shipping (7-10 working days)
3. Priority tracked shipping (2-3 working days)

Out of stock

In the unlikely event a product from your order is out of stock, we will work with you to replace this with a product of the same value. If no alternative can be found we can issue a refund for this product and ship out your remaining order.

Pre-Orders

We are unable to process any orders until all products within the order are available in stock.

If your order contains both an in stock product and pre-ordered product, they will be shipped at the same time when the pre-ordered product arrives.

Fees

We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. This includes any import fees for orders sent with Free Express shipping.

If your order incurs duties and taxes and you refuse to pay, the charges will be deducted from any refunds made.

Late or lost orders

When placing your order please make sure that you specify the correct delivery address as Tailored Athlete take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbour or an outbuilding.

Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email at support@tailoredathlete.com. We cannot refund or replace lost items until 20 working days after the date of despatch (25 working days for international items) - this is whenRoyal Mail classes items as being lost.

If your order is returned to the warehouse due to the address being incorrect, we will ask you to pay the shipping cost required to resend it.

If you refuse to pay the shipping cost, we will deduct it from any refunds made.

Items not received but tracking shows they have been delivered

This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mailwebsiteby filling in a signature request form.

Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.

Why was my order cancelled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have Paypal, you can easily sign up atwww.Paypal.com.

Countries we don’t ship to

Unfortunately we cannot ship to all countries. We are unable to ship to:

• Russia
• Morocco
• Ukraine

Faulty items

In the event you have received a faulty item, please contactsupport@tailoredathlete.com immediately with the following information:  

• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence

Returns

[Extended Returns] If your order is placed between November 15th and December 24th, you'll have until January 31st, 2024 to return your items.

All orders placed outside of these dates have 35 days from the moment the order is received to return your order.   

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 35 day exchange or refund window has passed will be returned to the customer.

How do I request an exchange or refund?

Please visit our Returns & Exchanges page and follow the steps to set up a return.

• Please include your full name and order number within the returns package (Products that arrive without a name and order number will be unable to process).
• If you would like an exchange, include the changes you would like made to your order.

To qualify for a refund or exchange:

Products must be returned in the original packaging with the tags attached and in a resellable condition. Items that do not meet these requirements are not eligible.

Please note: Any items purchased as part of our "Last Chance" collection are non-returnable as they are discontinued and therefore offered at a special price. Your statutory rights are not affected.

Please note: Underwear is non-returnable.

Exchange Policy

[Extended Returns] If your order is placed between November 15th and December 24th, you'll have until January 31st, 2024 to exchange your items.

All orders placed outside of these dates have 35 days from the moment the order is received to exchange your order.   

Please note all items must be unwashed and unworn with tags attached in order to receive an exchange.

We willsendthe first exchange from our warehouse for free.For any subsequent exchanges, we will ask you to pay the cost of delivery.

Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.

Please visit our Returns & Exchanges page and follow the steps to set up an exchange.

• Please include your full name and order number within the returns package.
• If you would like an exchange, include the changes you would like made to your order.

 To qualify for an exchange:

Products must be returned in the original packaging with the tags attached and in a resellable condition. Items that do not meet these requirements are not eligible.

Please note: Any items purchased as part of our "Last Chance" collection are non-returnable as they are discontinued and therefore offered at a special price. Your statutory rights are not affected.

Please note: Underwear is non-returnable.

Items that do not meet these requirements are not eligible.

Refund Policy

[Extended Returns] If your order is placed between November 15th and December 24th, you'll have until January 31st, 2024 to return your items.

All orders placed outside of these dates have 35 days from the moment the order is received to return your order.   

We will refund your order to the original payment method once it has been processed at the warehouse.

• Please be aware this can take up to 48 hours after the order arriving. You will be notified once a refund has been made.
• We are unable to refund purchases to a different payment method than the one used to purchase the items.

If your order was sent withfree shipping and you decide to return all or part of your order for a refund, the actual delivery charge we incurred to send your order will be deducted from your refund amount to cover our shipping costs. The purpose of this is to defray unnecessary shipping costs and to allow us to offer the lowest prices possible.

In the case where only part of the order is refunded, if the remaining order value ismore than£120, Tailored Athlete will pay the free shipping. If the remaining order value isless than £120, we will add the free shipping cost to the refund.

If you paid for express shipping with your order, we will not include that cost in the refund amount so you will receive a refund for the items alone. This enables us to keep providing the best shipping costs for customers. 

 

International Returns

At this time we do not offer free returns and exchanges from the rest of the world. Any costs and duties incurred with returns will solely be your responsibility. Please make sure you fill out any customs forms correctly and mark the order as returned items on the customs form. This will avoid duties as they re-enter the UK.

Warning: International returns initiated due to refusal to pay duties and taxes will be subject to a £20 restocking fee which will be deducted from the refund amount.

Additional costs

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.