Returns
This page contains all the important information you need in relation to:
- Returns
- Exchanges
- Warranty claims
Returns
We strive to provide you with the best products and customer service. In the event that your purchase doesn’t meet your expectations, we have a returns policy in place to ensure your satisfaction. Please carefully read the following guidelines:
Return eligibility
You may return any item within 100 calendar days from the date of delivery. Whether the product doesn’t fit, doesn’t meet your expectations, or you simply changed your mind, we’ve got you covered.
Please take care of items as we are entitled to deduct an amount from the refund due to poor handling (avoid contact with dirt, chalk, dust, animal hair or carpet fluff).
Cancelling or modifying orders
Due to the swift handling of orders, it is unlikely that we can change or cancel an order once it has been dispatched. If you require urgent changes to your order, please get in touch with our customer service as soon as possible here. Please note that orders placed after 2pm (UK time) on Friday or during the weekend cannot be cancelled or modified.
Costs
It is up to you to pay the postage to return any items to us & all items returned should be sent via recorded or tracked services (always obtain proof of posting).
4 steps of a return
| 1 – Fill out the form |
Fill out the return form that is included with every order. It will allow us to process your returns as quickly as possible. If your return form is not in the box, it will take us longer to process your return. If you need to download the return form you can do so here. |
| 2 – Pack the goods |
Please make sure to return everything unused, as new with original labels/tags and with the original packaging. Please do not stick labels or tape directly to shoe boxes & avoid damaging the packaging. Please pack items securely in suitable protective packing with thie completed form. |
| 3 – Send the goods |
Please put sufficient postage on the parcel and send it to: Boulderflash Returns It is up to the sender to pay the postage, VAT, tariff, duty, handling fees and customers charges to return any items to us. We also recommend that you use a signed for service as we cannot accept any responsibility for parcels that go missing on their way back to us. If you need advice on shipping, particularly large or heavy items feel free to contact us. |
| 4 – Get your money back! | Once your parcel arrives at our warehouse, it will be checked by our team and a refund will be issue straight away using the same payment method when the order was placed. Please allow up to 5 working days from receipt of a return for us to process it and issue your refund. |
Exchanges
Since we want to ensure high stock levels and an up-to-date inventory at all times, we do not offer an exchange of goods. If you want a particular item in a different colour or size, simply return the unwanted item and order a new one. This way you will receive your replacement item a lot quicker!
Warranty claims
In the unlikely event you receive a faulty item, or the item you purchased develops a fault later down the line, please contact us with the information below, and we will process a claim under warranty for you with the relevant supplier, if agreed this is a warranty issue.
- Order number
- Brief description of the usage of the item
- A picture that clearly shows the fault
- A picture of the top/front of the product
- A picture of the bottom/back of the product
- A picture of the sizing label
- (shoes only) A picture of the end tip of the shoe.
Other questions
Do you have other questions, or need help? Check our our FAQs or contact us.