← Back to Blog

FAQs

18.11.17

We have collated a few of our most frequently asked questions below. If your question has not been answered on this page, feel free to contact us and we will answer your query to the best of our ability. You can find all information about how to get in touch with us on our Contact Us page.

Alternatively, if you have more general cycling related queries or are looking for good cycling advice, we cannot recommend highly enough our wonderful community of female cyclists over on our Facebook Group. These women are incredible and are always keen to help any fellow Vixen on their cycling journey.

Can I add something to my order?

Unfortunately, it is not possible for us to add additional items to an order once it has been placed.

Can I change or cancel my order?

If you realise, before your order has been shipped, that you would like to amend or cancel part or all of your order, we are occasionally able to help with this. Please note, we are only able to amend your order if you wish to change an item for the same item in a different size.

In the event that you wish to cancel or alter your order, please call us on +44 1865 965 105 or email us at contact@velovixen.com. Provided your order has not yet been dispatched, we will help where we can.

How do I track my order/ how long will my parcel take to arrive?

You can find all information on delivery timescales on our Delivery & Shipping page.

All Standard UK deliveries are shipped via Royal Mail Tracked and, therefore, as soon as your order has been shipped, you can track your parcel via the Royal Mail tracking number included in your shipping confirmation email.

Unfortunately, we do not provide shipping confirmation for exchanges. So, please allow for up to 7 working days for the new size to arrive and, if the item does not arrive in that timeframe, drop us an email at contact@velovixen.com.

What size should I get?

We are the first to recognise that 'trying on' clothing via the internet is tricky, especially when dealing with multiple brands. Please see our Size Guide for guidance on how to understand sizing for each product, and always refer to the Size Guide on each specific product page.

We recommend that you always use the size guide instead of basing your sizing decision off your usual dress size. This is because individual brands sizing can vary considerably.

Will you be restocking this item?

If an item is currently showing as unavailable on our website, occasionally we are still able to order it into us from our suppliers or give an indication of when it might be coming back into stock.

While we do not currently offer stock alerts, if you email us at contact@velovixen.com we are usually able to provide some guidance as to if/ when we will be restocking a particular item.

On occasions, we might be able to then take an order over the phone for the product where there is limited stock available. However, we request that you always email first for enquiries of this nature.

Can I buy a gift voucher?

Yes. We offer virtual gift vouchers which are redeemable online and can be purchased here.

Our gift vouchers can be applied at the checkout and are valid for one year after purchase.

How do I use my VeloVixen discount code?

For full information on how our discount codes work, please refer to our Discounts & Promotions page.

How do I return/ exchange a product?

All information on how to process a return or set up an exchange can be found on our Returns page.

If you are looking to exchange an item for a different size, please clearly indicate on your returns form which size you would like to exchange to. Please note, we are only able to exchange items for the same product in a different size.

How will my data be used?

VeloVixen will not disclose any of your information to any external third parties without your express permission. Should any related policies change, we will email you beforehand so that you are able to opt out of this.

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

We do not. VeloVixen specialises in online sales. However, we do appear at some 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.

Do you ship internationally?

Sadly, owing to ongoing uncertainties related to Brexit, we are unable currently to ship goods outside the UK. We are truly sorry about this. Please know that we really are working hard to get international shipping back up and running as soon as possible.

Who are VeloVixen?

If you’re interested in finding out a little bit more about how VeloVixen began, check out our founders Liz and Phil's Epic Journey that first lead to the creation of our brand.

VeloVixen has come a long way since it was first imagined by Phil and Liz while they were cooking over a campfire in Patagonia. Now, the VeloVixen brand extends out to our bustling and vibrant community of female cyclists on our VeloVixen Facebook Group.

We are so proud to be a brand that is not only the home of women’s cycling clothing, but a safe space for female cyclists to encourage, learn from and get to know each other. If you’re interested, we would love to invite you to join our community.


Blogs & Stories

More Blogs