Returns & Exchanges
Returns
Item should be returned for a refund or exchange within 28 days of receipt. After this timescale we reserve the right to offer a credit note or to refuse the return.
During the Christmas period our returns window is extended for items purchased between 1st November and 24th December which should be returned by 15th January or within 28 days of receipt whichever is the longer.
Returns Address
FLAB Returns, Core, Units 1-3, Orion Park, Orion Way, Crewe CW1 6NG
Returns & Exchanges
DO try on garments and adopt a 'cycling position' to get the best fit but please DON'T remove the tags until you are certain that you are keeping the item as we can't accept returns if the labels aren't intact.
Items which have been worn (beyond trying on) or which are not in their original condition can not be returned for an exchange or a refund.
If we receive your items and we find them not to be in the original condition we may make a partial refund at our discretion.
Please return items within 28 days of receipt.
PLEASE USE A SIGNED FOR SERVICE - LOST PARCELS CAN'T BE REFUNDED OR EXCHANGED
Please make sure you get the postal service that is recommended by the post people for the value of your package in case your parcel decides it wants to go walkies.
1) To return items to us, ensure that they are unworn/unused and in the original packaging.
2) Fill out the top part of the returns slip that came with your order and place this inside the package.
3) Detach the address section and stick this to the outside of your parcel (this is not a pre-paid postage label)
4) If your item has been worn and has developed an issue please email your order number, photos and details to fatlads@fatladattheback.com
PLEASE DON'T RETURN FAULTY ITEMS TO OUR WAREHOUSE - in the first instance email some photos of the fault and your garment to fatlads@fatladattheback.com
If you don't have the original documents from your order, print off your order confirmation and enclose it in your parcel. Don't forget to add a note asking for an exchange or return.
Once your item is received by us, please allow 14 days for us to inspect and process your return or exchange, after which we will notify you of the approval or rejection of your refund or exchange.
If your exchange item is unavailable we will contact you if there is an alternative item we think you might want to swap to, if there isn't an alternative we will process a refund for the returned item(s).
We do not refund the original postage.
We only accept returns and exchanges purchased directly from Fat Lad At The Back.
Return postage is at the customers expense. We recommend you use recorded or signed for delivery as lost parcels cannot be refunded or exchanged.
If you haven't received a notification after 14 days please contact us with your tracking information and order number.
Refunds may take more than 14 days to appear in your account due to your card supplier processing times.
Returned Item Processing
Returns are usually processed within a couple of days of arriving at our warehouse however please allow up to 14 days before contacting us. Please check that your item has arrived before contacting us with a query as we can not chase items which we haven't received.
At busier times - for example Christmas and after bank holidays - it may take longer for us to process your items but if after 14 days you haven't heard from us, please send us details of your return or exchange and your TRACKING NUMBER and we can look into it.
If you have returned your item without tracking please contact your courier or delivery agent for more information about your parcel.
Received Wrong Item
If you have received the wrong item, please let us know as soon as possible. If you are able, please send a photograph of the item and the label on the bag that contained your item. Once we have the photographs we can give you instructions on what to do next. We may ask you to return the item, or we may suggest that you keep the item. Either way we will usually issue a refund or send out the correct item.
Pilling/Bobbling & Snagging
Our sportswear is produced in Europe using fabrics from the world’s top technical fabric manufacturers.
All our fabrics have been extensively tested, are hard wearing and entirely suitable for purpose and we are confident that you will not experience a fabric fault, HOWEVER you must take care with your garments as they can easily snag or pill if they come into contact with sharp or rough objects.
If your garment shows isolated signs of piling or snagging, this is most likely due to it rubbing or catching on something sharp or rough and is not a fabric fault.
Please check your bike for saddle straps, wires, velcro, fastenings, seat bags, mud guards etc.
Ensure that you do not sit on rough or splintered seating, take care with wooden picnic tables and ensure that zips, fastenings and velcro of other garments do not rub and cause damage.
Faulty Items
If your item develops a fault or problem please email your ORDER NUMBER, details and photos to fatlads@fatladattheback.com
Items which have been damaged during the trying on process or after being worn can not be refunded or exchanged.
Please DO NOT send faulty or damaged items back to our returns department as we need to see the item and ascertain what the problem is before we can issue a refund/credit note or replacement.
We may need you to send your item to our office address (NOT our warehouse) for inspection. We do not refund returns postage.
We will offer a credit note, refund, partial refund or replacement garment only if we consider the item to be faulty.
For hygiene purposes we are unable to process any unwashed or soiled items and any items which are unwashed or soiled will be disposed of without offer of a refund, replacement or credit note.