Placing your order

  • What methods of payment do you accept?

    Your order can be paid online using Visa, Mastercard, Delta/Connect, Maestro, JCB or PayPal.  Unfortunately we do not accept American Express.  Payments cannot be split between credit cards. We do not accept cash or cheques for purchasing goods through www.velovixen.com.

  • What is Verified by Visa and MasterCard SecureCode?

    These are services that protect your card details with a personal password, designed especially for customers who shop online giving them added security. The first time you use this service, you will be asked to create a password which you will need to use every time you shop online using those cards. To find out more about these services, you can visit the Verified by Visa website or the Mastercard SecureCode website.

  • When will my credit card be charged?

    A pre-authorisation will be placed on your credit card that will identify and tag the money for your order.  Your credit card will not be charged until your order has been dispatched.

  • Can I change or cancel my order?

    If you wish to cancel or alter your order, please call us on 020 8450 1323 or email us on orders@velovixen.com and we will be able to help with the cancellation of your order, as long as it has not been dispatched/shipped.  Regretably, we cannot make changes to your order once it has been dispatched/shipped.  If your order has been dispatched/shipped, please follow the return instructions once you have received your order.

  • What currency do you charge in?

    We charge in GBP.  The charges to your credit card will be determined by the credit card you hold and the currency that it is held in. You should speak to the bank that issued your credit card for more information on this.

  • Can I purchase goods tax-free if I live outside the UK?

    If you order from outside the UK and the EU, your order will have tax deducted at the going VAT rate when you proceed through to our checkout.  This also applies if you are a resident of the Channel Islands. You can find further information regarding VAT in our Terms and Conditions.

  • What do I do if an item is marked out of stock?

    Whilst we do our best to keep all items on our website in stock, we may occasionally be out of stock of certain items.  We can offer you an alternative at that time or let you know when the item is back in stock.  Just click on the link within the product page to be kept informed about availability of that product.  We apologise for any inconvenience this causes to you.

  • Can I buy a gift voucher?

    Yes. Our gift vouchers are redeemable online and can be purchased here.

  • How do I redeem a gift voucher?

    Your voucher can be redeemed at check out.  You will need to enter the voucher code when prompted in the checkout service.  Please note that no change will be given when using a gift voucher if your items don’t add up to the value of your gift voucher.

  • How long are your gift vouchers valid?

    Our gift vouchers are valid for up to one year.

  • Do you have a shop where I can purchase your goods?

    We do not.  VeloVixen specialises in online sales.  However, we do appear at a number of events and exhibitions during the year, which gives you the opportunity to meet us face to face and to see the range at first hand.  In the meantime, do feel free to contact us if we haven’t been able to answer a question for you on our website.

Delivery of goods

  • Can I split my order?

    We endeavor to send out your order in one package.  The exception for this may be for helmets, depending on the number you order, owing to their bulky proportions when boxed up.  If you have specific enquiries regarding splitting your order, please contact us at orders@velovixen.com.

  • What are your delivery and postage charges?

    We will post any of our goods to you free of charge within the UK – yes, free postage!  We use Royal Mail to fulfill our orders.  And if you would like to return them, postage is free for that too.  For postage outside the UK, please see our International Postage section or [link].  Should yo wish to accelerate the delivery of your goods, Royal Mail Special Delivery is also available for a flat fee - please see our Delivery section for more details.

  • When will I receive my order?

    For standard delivery and once your order has been placed and paid for, we endeavour to mail you your order within one working day.  Standard postage will take a further 1 to 2 days.  You can track your order, using the tracking number sent in your confirmation email and the Royal Mail online facility.  You may also select a next day delivery service to be paid for by you.  This service can be provided as long as your order is placed before 1pm for a delivery the next day.  During exceptionally busy times, delivery times may increase due to a larger volume of orders.

  • Can I track my order/Where’s my order?

    If the delivery is to a UK address, your order can be tracked through the tracking number sent in your confirmation email.

  • Do you have a next day delivery service?

    As long as your UK order is placed by 1pm and chosen this method of delivery at checkout, we can arrange 'next day delivery' to a UK address on the next business day.  At this time, we are unable to offer guaranteed next day delivery for a Saturday.  The next day delivery facility may not be available during our sales due to the higher volume of sales.

  • What delivery method do you use?

    We use the Royal Mail for all our orders.

  • Do I have to sign for my package?

    To ensure you receive your package and your goods, we do ask for you to sign for your package if the delivery is to the UK.

  • What if no one is in when my package is delivered?

    If you live in the UK, your package will be returned to your local Royal Mail delivery office and a ‘While you were out’ card will be left through your letterbox.  You will then need to follow the instructions on this card to arrange re-delivery or collection of your package.  We recognise that this can be an irritating situation, but unfortunately it is the only way we have found to have confidence that your package does not fall into the wrong hands.

  • What packaging do you use to mail goods?

    We use an evolving selection of packaging, dependent on the size and weight of the goods being dispatched.   One of our abiding principles is to use an environmentally friendly approach to packaging.  We are also serious about our approach to the environment.  We therefore strive to use the greenest packaging we can, ensuring that wherever possible it is both recycled before use, and biodegradable afterwards.  We aim to minimise the amount of packaging we use whilst ensuring your goods reach you in perfect condition.  Amongst the companies we use are Greenstat and The Green Office.

  • Do you delivery goods to international destinations?

    We are happy to ship your goods by Royal Mail Airmail to international destinations.  We charge a flat rate, regardless of the size of the order.  The cost is £6 within the EU and £12 outside the EU.  Please see our delivery page for further details.

  • Do we ship to PO boxes overseas?

    At this time, unfortunately we do not ship to PO Boxes overseas.

  • What are the taxes and duties on international shipments?

    Duties and taxes vary from country to country and may depend on the goods ordered.  Please contact the customs office in the country where the goods will be received to find out about duties and taxes that may be owed on the package.  It is a legal requirement for us to disclose the full value of the package contents and we cannot alter this value.  If your order is refused delivery and returned to us, we will be unable to refund you the shipping costs.  We cannot accept any responsibility for any issues regarding taxes and duties to destinations outside the UK - these will be payable by the recipient.

Returns

  • What is your returns policy?

    VeloVixen aims always to provide high quality goods that are fault free and undamaged.  We want you to be delighted with your purchase. On occasion however, goods may need to be returned. See our Returns Policy for full details.  You must obtain a Proof of Postage from the post office when mailing the goods as this will be your proof of the return should the goods fail to reach us.  Goods must always be returned in perfect condition, unused, unwashed and with all original packaging and documentation.

  • How quickly do I need to return an item?

    If your goods received don’t match those ordered or if they are damaged in transit, you have 10 working days after receiving them to return them.  If goods do not fit, you have 10 working days to return the goods.  If your goods received are faulty, you have 30 days to return them from receipt.  In each case, you must obtain a free certificate of postage from the post office when mailing the goods as this will be your proof of the return.  Goods must always be returned in perfect condition, unused, unwashed and with all original packaging and documentation.

  • What if my goods develop faults?

    If any goods develop faults within their warranty period, you are entitled to a repair or replacement under the terms of that warranty which will be provided by the manufacturer.  You should make contact directly with the manufacturer to arrange this.

  • Is there a “cooling off” period?

    You have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 7 working days after the goods have been delivered. If you change your mind about the goods within this period, VeloVixen’s policy is for you to return them to us within 10 working days of receipt.

  • Why would I not get a refund?

    VeloVixen reserves the right to exercise discretion with respect to any returns. Factors which may be taken into account in the exercise of this discretion include, but are not limited to: any use or enjoyment that you may have already had out of the goods; any characteristics of the goods which may cause them to deteriorate or expire rapidly; the fact that the goods consist of audio or video recordings or computer software and that the packaging has been opened; any discounts that may have formed part of the purchase price of the goods to reflect any lack of quality made known to the customer at the time of purchase.  Such discretion to be exercised only within the confines of the law.

  • How do I return something?

    Complete the returns form as described on our returns page. Once completed, enclose the returns with your goods with all original packaging and labels.  If you are sending the package from the UK, affix the prepaid returns label to your packaging with your parcel. You must obtain a free certificate of postage from the post office when mailing the goods as this will be your proof of the return. Goods must always be returned in perfect condition, unused, unwashed and with all original packaging and documentation.

  • Are there any items you cannot return?

    Due to hygiene reasons, cycling shorts must be tried on whilst wearing underwear.  If there is any indication that they have been tried on without using underwear, we will be unable to process the return.  You can get a refund on your goods as long as they are returned unused, unwashed and in its/their original packaging, under the terms of our returns policy.  If goods are returned in any other condition, you will not be entitled to a refund on them.

  • What if I no longer have my delivery note?

    If you no longer have your delivery note, please enclose with your goods a letter giving your name (this must be same name that was used for ordering goods), address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.  Make sure your items are securely wrapped and send your return to our returns address: VeloVixen - Returns, Freepost RSYE-UBZA-RBLT, The Grange, Neasden Lane, London NW10 1QB.  If you are sending the package from outside the UK, you will need to pay for the postage yourself. You must obtain a free certificate of postage from the post office when mailing the goods as this will be your proof of the return. Goods must always be returned in perfect condition, unused, unwashed and with all original packaging and documentation.

  • What is your returns address?

    Our returns address is: VeloVixen - Returns, Unit 28, Wheatley Business Centre, Old London Road, Wheatley, Oxford OX33 1XW.  If you are sending the package from outside the UK, you will need to pay for the postage yourself.  Please return your goods to us in all its/their original packaging and with the correct returns information.  You must obtain a free certificate of postage from the post office when mailing the oods as this will be your proof of the return.  Goods must always be returned in perfect condition, unused, unwashed and with all original packaging and documentation.

  • Can I get a refund on my goods?

    You can get a refund on your goods as long as they are returned unused, unwashed and in its/their original packaging, under the terms of our returns policy.

  • How long does it take to refund my return?

    Once we have received your goods, it can take us up to 10 days to process and refund your return. It may take a further 3 to 4 days for this refund to show up on your credit or debit card statement or account.  We will send you a confirmation email of receipt of your return and processing your refund once each of these steps has been taken.

  • When will I know you have refunded me?

    We will send you an email to confirm that your refund has been processed by ourselves. It may take a further 3 to 4 days for this refund to appear on your bank or credit card statement.

  • What is a Proof of Postage?

    A proof of postage certificate is free from the Post Office and must be obtained by you if you are returning any goods or items to us.  We are responsible for your parcel only once it has been received into our warehouse.  Items lost in transit will not be treated as returned, and you will need to discuss compensation with the Royal Mail using your Proof of Postage.

  • How do I arrange an exchange?

    If the product you require is still available we will exchange it for you free of charge once you have returned the initial product to us indicating an exchange on your returns form.  If the new item you require costs less than the one you have returned we will refund you the difference.  If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item.  Please make sure you give us a daytime telephone number or your email address so we can contact you.

  • Can I return an item received as a gift?

    An item that was received as a gift can be returned for an exchange or gift vouchers, but not for cash.  An email will be sent to the person who made the original purchase when the exchange is completed.  Refunds can only be made to the original credit or debit card on which the gift was purchased.

  • How long will it take to process my return?

    Once your parcel has been received by our team, it can take up to 10 working days to fulfil your request (although we will endeavour to process returns more quickly than this).  Returns are dealt with in the order in which they are received.  
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address.  Please remember that it can take 3 to 4 days after we have processed a refund payment for it to appear on your credit card statement.  
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 020 8450 1323 (Monday - Friday 9.00am to 6.00pm) or by email on orders@velovixen.com so we can investigate.

Sizing & Product Information

  • How do I size goods?

    We are the first to recognise that 'trying on' clothing via the internet is tricky.  Generally you should assume that, unless otherwise advised on the product page itself, the item's sizing will be similar to standard sizing that you have experienced for other items of comparable clothing.  If we feel additional advice may be useful, we try to explain this within the description of the item.

  • What are the technical features of the clothing?

    You can see more about this in the 'Find Out More' section of the product page under 'Geek's Corner' in our online store.

  • How do I check my sizing?

    You will need to check your measurements against those that are detailed on the website alongside the individual product.  As we are stocking items from different manufacturers, the sizing will be based upon their specifications.  Generally you should assume that, unless otherwise advised on the product page itself, the item's sizing will be similar to standard sizing that you have experienced for other items of comparable clothing.

  • Do you provide maternity products?

    We do not provide maternity products but do have a range of items useful for cycling with your child.

  • Do you make the products you sell?

    No, we do not currently make the majority of the items we sell.  We source them from a variety of hand-selected suppliers who we believe are providing the best quality products.  However, we aim to expand the range of our branded items over time.

  • What are the products made from?

    Each product has information on what it is made from, where and by whom. You can also see this on the particular manufacturer's website, or in the 'Find Out More' section of the product page under 'Geek's Corner' which can be found alongside each of the goods we list on our website.

  • Can I give feedback about products?

    We would be delighted to receive feedback about your products as we always want you to be happy with your purchase. Please feel free to review particular products on their own product page, leave a comment on our Facebook page or email us directly at info@velovixen.com.

  • Do you carry goods or clothing for men?

    VeloVixen was set up to provide cycling clothing for women and children, as we feel that this market has been underserved.  For this reason, we do not currently stock any products for men. However, some of our accessories may be suitable and interesting to men.

  • Do you carry goods or clothing for children?

    VeloVixen does provide goods for children, and we intend to expand the range further over time. Please go to our section for children on our website.

  • Can my clothes be adjusted or tailored in any way?

    We cannot adjust or tailor any of our clothing on our website.

General Information

  • Why do you need my email address?

    In case we need to contact you.  We will also use your email address to track your order or should you wish to contact us and don’t have your order number.  Please see our Privacy Policy for further details.

  • Why do you need my mobile number?

    If for whatever reason, we have any problems with your order, we will need to contact you. We will not pass on your information, including your mobile number, to any third parties, except as laid out in our Privacy Policy.

  • Disclosure to third parties?

    VeloVixen will not disclose any of your information to a third party without your express permission.  We are acutely aware of how irritating unsolicited marketing can be!  Should any related policies change, we will email you beforehand so that you are able to opt out of this.

  • Is ordering over the internet secure?

    In order to maximise the security of our online ordering process, we use the globally recognise payment system WorldPay in conjunction with the additional security explained in 'Placing Your Order' (above) and Thawte facilities to add further security to communications of www.velovixen.com.  If you have any further concerns, please do not hesitate to contact us at contact@velovixen.com.

  • Why do I need to sign into an account when I purchase an item?

    By signing into an account, you will be able to view your order and track your order during the ordering and dispatching process.  We hope that we will see you again and by having already set up your account first time, you won’t have to re-enter all your information, saving you time.

  • Can you tell me when new goods and events are announced?

    Yes – as long as you sign up to our newsletter.  Even without signing up, you can check out the recent news and updates via www.velovixen.com or our Facebook page.

  • How do I contact Customer Care?

    Customer Care can be reached by email at orders@velovixen.com, by telephone on 020-8450-1323 or by mail at: Customer Care, VeloVixen, The Grange, Neasden Lane, London NW10 1QB.

  • How do I make a complaint?

    We are dedicated to providing you with the best service possible.  However, if we don’t, please feel free to contact us by email at info@velovixen.com, by telephone on 020-8450-1323 or by mail at: Complaints, VeloVixen, The Grange, Neasden Lane, London NW10 1QB.  On the rare occasions that such situations arise, we find a conversation is often a better way to resolve the issue than the complexities of email.

  • What are your opening hours?

    Monday to Friday 9am to 6pm. You can reach us during these hours by email orders@velovixen.com or by phone on 020 8450 1323.

  • Who are your ambassadors?

    Olivia Colman, Olivia Inge, Angie Kirker and Sarah Perry.  See Our Friends.

  • Any jobs available at VeloVixen?

    We currently do not have any jobs available.

  • Is there a VeloVixen catalogue?

    In a bid to stay as environmentally friendly as possible, VeloVixen does not produce a 'traditional' catalogue.  However, we have an extensive and user friendly website listing all the current and up to date products we sell.

  • Are you environmentally friendly/what are you doing to reduce environmental footprint?

    We do our utmost to reduce our environmental footprint.  Please see more details on how we do this via Our Principles and Environment.

  • Who are VeloVixen?

    An independent UK company selling cycling kit for women and children online set up by Liz and Phil Bingham.  They recognised the need for better facilities for women cyclists, having been inspired by their year long cycling trip through North and South America.  You can read more about this on the Our Journey page or on the actual blog that they kept: www.pedallingnorth.com.

  • What does the name VeloVixen mean?

    VeloVixen came about - as all the best ideas do - whilst Liz was folding sheets.  We feel it encapsulates what we are all about: fresh, sophisticated, stylish, cheeky.