US DELIVERY
A standard delivery option is available for the US.
Your tracking information will be included in your shipping confirmation email. You can also log into your account and hit “Order History” and then “View Order Details” to find your tracking information once the order has been dispatched.
For clarity, the following clauses related to delivery are taken from the relevant section of our terms and conditions.
5. Delivery
5.1 You must provide us with complete and accurate delivery address information. This includes not only the address that your Order is going to, but also the name of its recipient. We cannot be liable for the delivery of your Order to the wrong address or the wrong person as a result of you supplying us with incomplete or inaccurate information.
5.2 Parcels will be delivered by our nominated courier service, which will depend on the country destination address.
5.3 Please note that delivery of your Order may take longer during sale or other busy periods. In extreme circ*mstances this can be up to 21 days (excluding public holidays).
5.4 Unfortunately we have no influence over delivery speed once the order is within your country of delivery.
6. Contract cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
6.1Please note well that, when placing an order for items which we embroider/print or otherwise personalise for you at the time and to the specifications of your order, you do so knowing that Consumers have no automatic right to cancel where the order is for the supply of goods made to the Customer's own specification. The items you order withActivewear which come embroidered/printed or otherwise personalised to your specification at the time of your order, which includes uniform/gifts with logos, printed words and any other personalisation fall within this bracket and as such we reserve the right to assess any and all requests for order cancellation on an individual basis.
If in doubt, please enquire at Design@activeweargroup.com.
Cancellation before despatch or notification of collection
6.2 If you have placed your order online and have received a confirmation email from ActivewearBrandsyou can still cancel your order providing that it has not yet entered the production process. Please use one of the contact methods provided on our website/in the confirmation email and mark any correspondence clearly with'CANCEL MY ORDER'in the subject title line. Please also include your order number, name, address, postcode, a telephone contact number and details of the products ordered.
6.3 If you wish to cancel your order after it has been passed to the production stage but before it has been despatched and we are unable to prevent your order from being sent to you, you will need to wait until you receive your order and then follow our normal returns procedure. The cost of returning the goods to us will be done entirely at your own expense.In addition, if your item has been ordered from our supplier and we are able to prevent your order from being despatched then a refund can be given less a re-stocking fee of 20%.
Cancellation after despatch or notification of collection
6.4 As it is our policy to try to process your Order immediately it may not always be possible to stop an Order from being despatched or made available for collection. If your order has already been despatched by our courier, you will need to await delivery of your Order before returning it for a refund.
6.5 Please note that together with your right to cancel an order is an obligation upon you the Consumer to return the goods, no longer than 14 days after you inform us of your wish to cancel your order, at your own expense, to us, the Supplier. If you fail to return the goods to us within these 14 days we have a right to charge you the cost of us recovering the goods from you. This does not affect your statutory rights.
6.6 Items purchased from Clearance section are sold as non-returnable.
7.1 Where you have ordered a product which is too large/small or no longer needed/wanted at time of receipt of delivery, products may be returned no longer than two weeks after receipt of delivery (21days). Return postage will be borne by you, the consumer, for these items. Items must be in a saleable condition, meaning that they must be unused and in their original packaging with garment tags (where applicable). We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications of the Product having been used, removed, broken or tampered with.
7.2 Where you have been delivered a faulty/incorrect item, you should use one of the contact options on the website/platform from which you ordered as soon as possible. If it is agreed that you have received faulty/incorrect item(s), you will be advised on the next action to take as soon as possible.
7.3 We cannot accept returns of any underwear/lingerie due to hygiene, health & safety factors (this does not affect your statutory rights) unless the item is faulty.
7.4 Due to the nature of custom printed or embroidered apparel, we cannot accept returns or exchanges of any items unless the merchandise is misprinted, materially flawed, or defective. In addition, please note that sizing can vary between manufacturers and styles. If you have any questions about how a garment may fit, or to get expert advice, please email us at design@activeweargroup.com
We cannot be responsible for the purchase of incorrect sizes and will not be able to accept returns for this reason once the garments are custom printed.
If your items are misprinted, materially flawed, or defective in any way, please contact us at customerservices@activeweargroup.com within 14 days from receipt of merchandise and we will be happy to arrange for a return, reprint, or credit. Please provide your order number with all correspondence.
7.5 Please note that clauses 6.1, 7.3 and 7.4 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.
How to return an item
7.6 You can return a Product or Order to us by taking the following steps:
a) On whichever platform you have used to purchase from The Company, please complete the returns form accordingly. Please also state the requested action to be followed by The Company, such as exchange/refund. If you do not have the returns form, please include your order number, email address & name, and message us via the contact forms.
b) Once the correct returns form has been completed, please enclose it with your items, sealed securely in a bag/box as required.
c) Address the return to: (Returns) Activewear Brands, Unit 3G1, Halas Industrial Estate, Forge Lane, Halesowen, West Midlands, UK. B62 8EB
d) We recommend sending your return via a Signed For service as we cannot be held responsible for any items that do not reach us without a proof receipt for the recorded or signed for delivery.
7.7 Faulty Items should be reported to us via our contact forms (as listed above). We would typically recommend sending an email with a photograph of the faulty garment, after which we will contact the manufacturer of the item and inform you as to the next action to take as soon as possible.
Where we request that you return an item deemed to be faulty back to us, your return postage charge will be refunded. International return postage rates will be refunded and excessive postage fees will be reviewed at our discretion.
8.1 Within ten (10) days of us receiving your Order back by post, we will refund you the original purchase price providing that you return the Product(s) to us in a saleable condition. You will receive an email informing you of the completion of your refund immediately after the return has been processed.
8.2 Refunds will be issued back to the payment method (credit/debit card or PayPal) which you used to place your Order. This will appear in your account within five (5) days depending on your card issuer or longer for PayPal, as per PayPal's service level.
8.3 Please note that you will not receive a refund until we have received your returned goods, unless authorised by the Customer Service Manager, who has the authority to decide on a case-by-case basis in exceptional circ*mstances.
Promotional discounts and refunds
8.4 If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product.
