FAQ

We dispatch orders every working day between 8am and 2:30pm. Any orders placed after 2:30pm will be shipped the next working day. We aim to dispatch orders within 24 working hours of purchase. Once your order is dispatched, you will receive a shipping confirmation email.

Please note that working days are Monday to Friday, excluding
Bank Holidays.

Depending on what shipping method you chose, you will receive your order within 1-4 working days from dispatch for domestic shipments and 1-10 working days from dispatch for international shipments.

If you haven't received a confirmation email, it may have been filtered into your junk or spam folders. We recommend checking these first, as well as any other email accounts you may have used.

If you can't find your confirmation email after taking these steps, please contact us and provide your delivery address and/or order number (e.g. RS123456) so we can assist you.

Please contact us as soon as possible, and we will do our best to amend or cancel your order, although this may not always be possible.
If we can’t make the changes, the order will eventually be returned to us. We cannot process any amendments or refunds until we receive the parcel, which may take up to 18 working days. You will receive an email from us once it arrives.

Please note that if you used a third-party payment method like Klarna or Clearpay, we cannot amend your order. If you reach us before the item is dispatched, we will do our best to cancel and refund it, allowing you to reorder with the correct address at your convenience.

Please contact us as soon as possible, and we will do our best to amend or cancel your order, although this may not always be possible.

If we cannot change your address, the parcel will eventually be returned to us. We cannot resend or refund the parcel until we receive it, which can take up to 18 working days. You will receive an email from us once it arrives.
If the recipient at the provided address chooses to accept the parcel, you will need to resolve this with them directly.

Please note that if you used a third-party payment method like Klarna or Clearpay, we cannot amend your address. If you contact us before the item is dispatched, we will do our best to cancel and refund the order, allowing you to reorder with the correct address at your convenience.

If you have received an incorrect or faulty item, please visit our returns portal. Be sure to select the appropriate return request and provide clear photos.

If you believe the item is faulty and it’s past the 30-day returns window, please contact us and provide relevant photos.

Depending on the item we may also need to send the item to the supplier for evaluation.

Please note that after 30 days we are only able to offer exchanges or gift cards as compensation. Additionally, we need to be informed of any faults within 6 months of purchase. If you think the item has developed a fault after this time frame, contact us, and we will do our best to assist you.

If your order was damaged in transit by our couriers, please contact us with relevant photos of the damage.

Please note that we must be informed of any damage within 14 days. If you do not have evidence that the parcel was damaged on arrival, we will be unable to assist you after this time frame.

We recommend thoroughly checking inside the bag or box, as well as any other packaging from your order, such as shoe boxes or backpacks. Our warehouse team works to maximise space for safe delivery, especially with smaller items. Stickers may also be sealed in cardboard to prevent bending during transit, so please check for these as well.

If you still cannot locate the item, please contact us and provide photos of the items you received and any packaging. If the missing item is still in stock, we will resend it. If it's no longer available, we will offer an alternative or a refund.

Please note that we must be informed of any missing items within 14 days. After this period, we will be unable to assist you.

Occasionally, due to a stocking error, an item may appear available when it is not. When this happens, our team will contact you as soon as possible to let you know. You will be given the option to:

- Receive a refund for the out-of-stock item
- Choose an alternative item

We will hold your order for 5 working days to allow time for your response. If we do not hear from you within this period, a full refund for the unavailable item will be processed automatically. Any other items in your order will be dispatched at that point.

If you selected Next Working Day Delivery, we may also contact you by phone to confirm how you'd like to proceed, ensuring we can dispatch your parcel without delay.

If you haven’t already responded to our email, please let us know how you’d like to proceed, and we’ll take care of it right away.

We dispatch small parcels via Royal Mail and large parcels via DPD, with some exceptions depending on location.

For international orders, we use either Royal Mail or DPD, depending on the destination country and parcel size. Our couriers then hand over the parcels to their partners in the destination country.
For more details, please refer to our delivery information.

No, we currently don’t have a click and collect service.

You should receive your tracking information in your shipping confirmation via email. We recommend checking junk/spam folders and all your relevant inboxes.

If your tracking number isn’t working, it may be because your order hasn’t yet been collected or scanned by our couriers. Tracking information can take up to 24 hours to update from dispatch.

Your order is being returned to us for various reasons, such as an incorrect address, multiple failed delivery attempts, or access issues at your location.

It can take up to 18 working days for an order to be returned to sender. If you don’t receive an update from us or the courier after this period of time, please contact us.

We currently ship to multiple countries, please refer to our delivery information for further information.

Estimated delivery times are 1-4 days for domestic orders and up to 1-7 working days for international orders, this does depend on the chosen delivery method. If you don’t receive your parcel within the estimated time frame, you may be eligible for a refund of your delivery costs; please contact us to process this.

Despite the estimated delivery times, our couriers allow up to 10 working days for domestic deliveries and up to 12 working days for international deliveries from the date of dispatch.
If this timeframe passes and you have not received your order, or if you suspect your parcel has been stolen or misplaced, please contact us.

If your parcel was dispatched via Royal Mail, the courier may leave it in a safe place. You can designate a safe place by selecting "update delivery options" on your tracking information. If Royal Mail can't find a safe place, they will reattempt delivery 2-3 times, depending on your location. If the parcel isn’t received, it will be held at your local delivery office for your instructions. Contact Royal Mail or use their app to arrange delivery or pickup. After 18 days, the parcel will be returned to us, which can take a further 18 working days for delivery, we will notify you when we receive it.

For DPD deliveries, a signature is required. They will reattempt delivery up to three times before holding the item for 16 days (21 days for international parcels). Contact DPD directly to arrange delivery or pickup. If this timeframe passes, the parcel will be returned to us, delivery can take up to 16 days (21 days for international parcels). We will notify you when we receive it.

We recommend first checking with other residents and neighbours to see if the parcel was left with them. Next, check the delivery location map (if provided); you can use the coordinates to help locate your parcel, the accompanying image will also assist in cross-referencing the area.
If you still can’t find your parcel, verify the address you provided in your order and shipping confirmation emails.

If the address is correct, please contact us for further investigation. If it’s incorrect, you will need to resolve the issue directly with the residents at that address, as mistakes made during checkout (either user error or auto-fill) must be handled by the individual who placed the order.

Please note that we need to be informed of any missing orders within 14 working days. After this period, we will be unable to assist you.

Your parcel is currently in transit and being returned to us. This can happen for a number of reasons, including:

- An incorrect or incomplete address was provided
- The address could not be identified
- Two or more delivery attempts were unsuccessful
- The delivery label was damaged in transit and is now unreadable

Once the parcel is delivered to our returns department, your tracking information will update to ‘Delivered,’ and a member of our returns team will contact you. At that point, you’ll be able to choose whether you'd like your order resent or refunded.

Please note that Royal Mail allows up to 10 working days for a parcel to be returned. If your tracking has not updated to ‘Delivered’ after this time, please contact us.

Credit/Debit Card
We accept all major credit and debit cards, including Visa, MasterCard, and American Express.

PayPal
With PayPal, you can pay using your linked bank account, credit, or debit card. You must register with PayPal directly to use their service, and their terms and conditions apply.

Please note that we do not offer PayPal’s Pay in 3 service.

Klarna
Klarna offers a pay in 3 service and a pay in 30 days option. You must be 18+ and a UK resident to use their services, and Klarna’s terms and conditions apply.

Please note that using Klarna means you will not be eligible for exchanges if you return your order. You are also responsible for notifying Klarna when a return is initiated.

Clearpay
Clearpay allows you to shop now and pay later by splitting your total into four equal payments, due every two weeks. Clearpay’s terms and conditions apply.

Please note that using Clearpay means you will not be eligible for exchanges if you return your order. You are also responsible for notifying Clearpay when a return is initiated.

Gift Card
You can use a gift card during checkout by entering the provided code in the promo code/gift card box.

Please note that after 14 days or if the gift card has been spent or partially spent, even upon the return of the order purchased, the gift card is no longer eligible for a refund or cancellation.

We do our best to match prices, so feel free to reach out to us with the URLs of the items you'd like us to match. Please ensure the product is identical and the website is based in the UK.

Unfortunately once an order has been placed we cannot change the payment method. If you contact us before the order is shipped we may be able to cancel the order so you can reorder with the correct payment method.

Yes, we sell digital gift cards which you can purchase here. Once purchased your gift card will be sent via email.

Please note that after 14 days or if the gift card has been spent or partially spent the gift card is no longer eligible for a refund or cancellation.

Once the returns process is complete your store credit refund will be initiated via gift card. You will receive this gift card to the email address you provided.

Please note that after 14 days or if the gift card has been spent or partially spent the gift card is no longer eligible for a refund or cancellation.

You can use the code sent to your email during check out. Place the code in our promo/discounts box for the amount to be deducted.

Unfortunately once an order has been placed we are unable to change the payment method. Please contact us as we might be able to cancel and refund your order. You can reorder with your gift card at your convenience.
If we are unable to cancel your order, you can return it for an original payment method refund once you have received it here. You can reorder with your gift card at your convenience.

You can cancel your gift card or store credit refund within 14 days of it being issued. Additionally, we can only cancel your gift card or store credit refund if the credit has not been used or partially used, even upon the return of a new order.

Once you've spent or partially spent a gift card or store credit gift card, it cannot be changed or cancelled, even if any new orders are fully returned.

Your refund will be initiated to the gift card used for the purchase. When a transaction is made using a gift card it takes precedence when refunded, regardless of the amount spent.

If there is any remaining balance after the initial refund to the gift card or store credit, the surplus will then be refunded to the other original payment method used for the transaction.

We have a 30 day returns policy. As long as you create and send your return within this time frame the return is valid. For more information regarding returns, please proceed to our returns page.

If you purchased your item in store, we prefer you also return your item in store. If you are unable to visit our store to return your item within the 30 day time frame please contact us.

All orders purchased in November and December have until the end of January to be returned.

Please proceed to our returns portal to create a return.

After your return has been delivered it can take our team up to 10 working days to complete the returns process. Once complete your chosen refund or exchange will be initiated.

Our portal can be sensitive so please ensure you are entering the details exactly as provided/received and there is no excess spaces on either side of the input.

For example:

RS123456

someone@rollersnakes.co.uk

At this moment in time, we are unable to offer free returns. Our small parcel return labels cost £2.99 and our large parcel return labels cost £7.30, this cost will be deducted from your refund or charged to your chosen payment method.

For more information regarding returns, please proceed to our returns page. Please note that there are some exceptions.

If you chose one of our Royal Mail or DPD labels, the tracking number will be included on the label and in your return request confirmation email.

If you sent your return independently, please retain your receipt and any tracking information. Without this evidence of dispatch, we won’t be able to complete your return request if there are any delivery issues.

After your return has been delivered it can take our team up to 10 working days to complete the returns process. Once complete your chosen refund or exchange will be initiated.

If it has been over 10 working days since you returned your item and you haven't received a refund confirmation, we may not have received your item. Alternatively, you may have unintentionally selected a different refund or exchange method during the returns process. Please contact us, and we will investigate this for you.

If you have received a refund confirmation, please note that it can take 2-5 working days for the refund to process to your original payment method. If this timeframe passes and you haven't received the refund, please contact your payment provider.

Once the returns process is complete you will receive a gift card via email.

To use your gift card, please copy and paste the code provided in the relevant promo code box during the check-out process.

Please note that if you have used your gift card in part or in full, or if 14 days have passed, it can no longer be cancelled and your refund method cannot be changed.

Yes! All of our special offers are stackable, so you can apply as many special offers as you like.

Please note that we do not automatically add offer items to your cart – the discount will not apply until you have added the qualifying items to your cart.

Unfortunately only one discount code can be used at a time.

Special offers and discount codes cannot be used at the same time. You can either use one discount code, or our special offers

Promo code websites often list expired and invalid codes. We may withdraw promo codes and special offers at any time.

Please contact us if you received the code directly from us and the promotional period is still active.

Unfortunately, we cannot apply any promotional offers or discount codes once an order has been placed.

When you return items that were part of a promotional discount involving other items from your original purchase, the discounts you initially received will no longer apply due to the returned items. The cost of these discounts will be deducted from your refund.

For example: multi-buys, free items, and free postage, their discount costs will be reclaimed

As the majority of our stock is discounted and we are constantly trying our best to offer the best prices via special offers and discount codes, we are currently unable to also offer student or blue light discount.

We are based in Derby, you can find us here.

Our shop and skate parks are open Monday-Saturday 10am-6pm and Sunday 10:30am-4:30pm.

No! Our skate parks are free to use, just ensure you check in with our staff before you start skating.

Unfortunately not, currently we only facilitate skateboards and skates on our parks.

Yes we offer lessons for beginners 5+.

For group lessons book here.

For further information or private lessons, please email toby@rollersnakes.co.uk.

Everything available on our website can also be found in-store. Simply show the item you’re interested in to a member of staff, and they will retrieve it from our warehouse if it's not already displayed.

Please note that we cannot hold items, we also do not offer click and collect. If you place an order online, it will be delivered to the address you provided at checkout and cannot be collected in-store.