ORDERING & PAYMENT
When completing your shopping, click on the view cart button in the top left hand corner of the screen. This takes you to your shopping cart which shows full details of all the items selected. You will be asked to confirm your order by clicking on the view checkout button. You will then be guided through a simple process providing us with details such as your NAME, DELIVERY ADDRESS and METHOD OF PAYMENT. Once this information has been confirmed the process is complete and we will acknowledge your order by email.
I would like to buy multiple items for my gym/club/association, how do I go about doing this?
If you wish to purchase our products for Gyms, Clubs or Associations please contact us before placing any orders.
What should I do if my credit/debit card has been refused when placing an order?
If your credit or debit card was refused whilst placing an order on DUO Gear, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
Do I receive any confirmation once I have placed an order?
Once your details are confirmed, we will acknowledge your order by e-mail.
What happens if an item I have ordered is out of stock?
All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. If this is the case, we will let you know as soon as possible.
What are your delivery charges?
Shipping starts from £2.99 within mainland UK, however delivery charges will vary with mainland and international orders. For more information please visit our Shipping & Deliveries section.
Do you deliver to International locations outside of the UK?
Yes, we can deliver to addresses outside of the UK, however delivery may take up to approximately 7-10 working days. For further details please contact us.
When and how will my order be delivered?
We aim to despatch your items within 24-48 hours of receiving your order depending upon availability of stock. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. If this is the case, we will let you know as soon as possible. We will select the most appropriate method of delivery for your goods to ensure your order is delivered in the best possible way. You may have to be available at the delivery address to sign for your goods upon receipt. Please note that DUO Gear cannot accept responsibility of delivery delays incurred in once the item(s) have been despatched.
Are there any places where delivery might take longer?
Yes, there are certain areas outside our courier service (i.e. Scottish Highlands, Islands, offshore locations, Northern Ireland) that may take up to 14 days. International deliveries may also take longer. Do you deliver to BFPO (British Forces Postal Office)? Yes, deliveries can be made to most BFPO. For weight limitations and mail prohibitions please visit the BFPO website www.bfpo.mod.uk.
What happens if I am out when a delivery attempt is made?
The delivery driver may leave a ‘while you were out’ card explaining where the parcel is and what to do next. You may be required to arrange a redelivery/collection with the carrier. If the item is returned to us you may be required to pay a re-delivery fee for your items to be re-delivered to you. Parcels will only be re-despatched when a redelivery payment is received by us. What if my order arrives damaged? Please contact us immediately.
RETURNS & REFUNDS
Can I change my order?
We may be able to amend your order if the item(s) have not already been packed and/or despatched. Once the item is despatched, we cannot cancel or amend your order.
How do I return an item I ordered online?
If you are not satisfied with your item(s) please contact us immediately. You have 7 working days to contact us if you would like to return an item to us. We will provide you with specific details on how to return your item(s). If a refund/exchange is authorised you have up to 14 working days following the receipt of your item(s) to return your item(s) to us. * You can return an item for an exchange or refund (certain items are excluded due to hygienic or practical reasons unless faulty, i.e. groin guards, mouthguards and customised items.). For items where an exchange is required a re-delivery fee will be incurred. For items where a refund is required we will refund the cost of the item(s) excluding P&P. We recommend that items are returned via a traceable method, e.g. Royal Mail Signed For Delivery. For all returns or exchange’s you will need to include a short cover note with an explanation of the return and the original packaging along with the order invoice. Failure to return to the correct address may delay the processing of your return transaction. DUO Gear does not refund the cost of delivery for return postage or redelivery fees. Please note that items must be returned in the original packaging, unused and in a re-saleable condition. DUO Gear reserves the right to refuse refunds if goods have been used or worn.
Are there any items which cannot be returned?
Certain items are excluded due to hygienic or practical reasons unless faulty: • groin guards • mouthguards • items of clothing which have been customised upon request
When do I get refund once I have returned an item?
Once we receive an item, we will process the return within 5 working days. Please allow at least 3 working days following our reciept of your item for the refund payment/exchange to be made.