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Delivery

  • What delivery options do I have?

    Standard UK Delivery

    We offer Free UK Standard Delivery on all orders over £100.  

    £4.95 postage for UK orders under £100.

    Le Col dispatches orders on Monday-Friday (including weekends and bank holidays). We aim to dispatch within 3-5 days of the order date. Please take this into account when placing orders over the weekend. 

    You will receive an email to confirm your order and you'll receive a shipping confirmation to let you know it's on the way. We send parcels via DPD Express delivery (1-2 day delivery) and you'll get tracking updates via email/SMS with a delivery time-slot on the morning of your delivery. You will have the option to designate a safe place to leave it if you are not around, or nominate a local pick-up shop to go and collect it from.

    International Delivery

    We offer DHL international Express Delivery to all major overseas locations.  Delivery can range from 1-5 days depending on destination - you can check shipping charges and standard shipping days for your destination in the cart at checkout.

    Le Col dispatches orders on working days only. Working days are Monday to Friday, please take this into account when placing orders over the weekend.

    Special Delivery

    If you have an event or need something urgently please contact our Customer Operations team here quoting your order number and we’ll do our best to help.

    Please note:

    We currently do not offer a free returns service, nor do we refund your original shipping costs if you return items.

    We do not deliver to PO Boxes.

    If you have a shipping address that is outside of the EU or the US, local import duties, brokerage fees and taxes may be applied by your local authority. It is a legal requirement that we declare the full transaction value of the contents of all packages. 

  • Will I be charged Customs/Duties?

    If you have a shipping address that is outside of the EU or the US import duties and taxes may be applied by your local authority. It is a legal requirement that we declare the full transaction value of the contents of all packages, and we have no control over the levied import duties/taxes applied.

  • Do you offer free returns?

    At the moment we do not offer a free returns process but we are looking to introduce this in the near future, starting with UK orders.

  • I haven't received my order yet, what do I do?

    Firstly please check your order confirmation email to verify the shipping address is correct.

    Your dispatch email contains your tracking link - this will give any status updates on your delivery. You will also get tracking updates from DPD via email/SMS with a delivery time-slot on the morning of your delivery. You will have the option to designate a safe place to leave it if you are not around, or nominate a local pick-up shop to go and collect it from.

    If an item is showing as delivered but you haven't received it, please check with any neighbours to see if they have taken it in on your behalf.

    Otherwise, if your order has not arrived within 5 working days, contact us via the Help button we'll have a look into this for you.

Returns

  • How do I return or exchange an item?

    Got an item you’d like to return or exchange? Don’t worry – we've set up an easy way of returning your items to us here at Le Col. 

    If you are not 100% satisfied with your purchase, you have up to 30 days to initiate your return from the moment your Le Col order is delivered. Check out the information below to ensure you know just how to return your items, it’s easy – we promise! All items should be in ‘as new’ condition, both unwashed and unworn. When returning items to us, please ensure they are well packaged and protected.

    UK Returns:

    Follow these simple steps to register your return/exchange 

    • Head to our UK Returns Portal
    • Enter your order number including the # (e.g. #12345) and shipping post code/zip code OR email address, exactly as it appears on your order confirmation email/invoice.
    • Choose which items you’d like to return and let us know why.
    • If you're looking to exchange an item, please include your size/colour request in the text field.
    • Confirm your original delivery information (amend if needed).
    • Select the method you’ll be returning your order by (you will also see your nearest drop-off point) and complete payment for your return.
    • If you're asked to download a returns label, simply attach to your parcel and take to your nearest drop-off point.

    If you are not prompted to download a returns label, don’t worry - some couriers offer paperless returns. Please note that orders placed separately must be raised as separate returns requests and sent back individually. Combining orders will slow down the refund process! 

    ReBOUND is only available now for new orders when returning items within the UK and existing international orders with order ID format #12345 – if we do not currently offer ReBOUND returns from your location, please contact us directly here and we'll be able to advise of our standard process.

    Please look out for the 'Delivered to retailer' email notification from ReBOUND before contacting us to chase your return - this means that your parcel has been received at our warehouse and your refund should be processed within 2-3 working days after that. Depending on your return method and country, this process may take up to 2-3 weeks to complete.

    Please note: Refunds or exchanges will be processed as soon as we confirm receipt – refunds can only be processed against the original payment method. If you are returning a gift order, this can only be refunded to the original purchaser. All gift cards are non-refundable. 

    If you decide to return an item from an order using a Strava reward voucher and your total order value then falls below £100, your voucher will no longer be valid and your refund value may be different from the amount stated on the portal. 

    Exchanges are subject to stock availability and if there are any issues with your request, we will be in touch directly!

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    International returns:

    If your order number begins is in format #12345 please follow the above process to register your return/exchange.

    If your order number is in format GE123456789GB, please click here to initiate your return. We are now only able to offer refunds for new international orders. If you would like to exchange your item(s), please place a new order. If you have used a Strava reward or discount voucher and it is no longer working for your new order, please contact us directly here and we’ll provide a new code for you.

    Please note: Refunds will be processed as soon as we confirm receipt and can only be processed against the original payment method. If you are returning a gift order, this can only be refunded to the original purchaser. All gift cards are non-refundable. 

    If you decide to return an item from an order using a Strava reward voucher and your total order value then falls below £100, your voucher will no longer be valid.

     

     

  • Warranty and Crash Replacement policy

    FAULTY ITEMS: 

    We're really sorry to hear this! In the unlikely event that your product has a suffered a manufacturing fault within 12 months from date of purchase, we guarantee that we will repair or replace the item if confirmed by us to be faulty. Le Col reserves the right to reject any warranty claims.  Please contact our Customer Operations team immediately with the following information:

    • Your order number (found on the original order confirmation)
    • Which item is damaged
    • A description & photo

    Please do not return any faulty goods unless advised by a member of our Customer Operations team as it may result in a slower resolution time. Unless proof of fault has been acknowledged by us we cannot action a refund, credit or replacement. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.  

    CRASH REPLACEMENT SERVICE:

    First of all, we hope you are OK.  If you have an accident and damage any Le Col kit you’ve bought from lecol.cc within the last 12 months, we also offer a crash replacement service when you can get 50% off the RRP of a like-for-like item – you can submit your crash replacement claim here.

Sizing

  • I'm not sure what size to order, what would you recommend?

    You can view our sizing information on all of our product pages but our full size guides are available below.

    If you're still not too sure which size will be the best fit, please submit a ticket by clicking here - providing your measurements (height, weight and waist size) and the product you're interested in and we can give you a recommendation.

  • How do I know which size to purchase?

    You can find our size guides on individual product pages.

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    If you have any specific questions on what size in an item would be best suited, feel free to reach out to the team via the Help button or by submitting a query here

Order queries

  • What do I receive once I've placed my order?

    Once you've placed an order with us, you will receive an automated confirmation that we have received your order.

    If you have a problem processing your payment online or are not certain if your payment was successful please get in touch via the Help button and we can double check behind the scenes.

    No order is confirmed unless it has been fulfilled and an e-mail notification to this affect has been received.

    Le Col dispatches orders Monday to Friday so please take this into account when placing orders over the weekend.

    We aim to have all orders dispatched in 5 working days. If you have an event or need something urgently please contact us via the Help button below quoting your order number and when you would need your items.

  • How do I amend my order?

    Don't panic if you've ordered the wrong size - please contact us via the Help button in the bottom right hand corner confirming what the order should be and we'll try our best to get that updated prior to sending it out.

    If we aren't able to amend your order before it's dispatched, then we would suggest placing a new order for the correct items (double checking before submitting) and once the original order arrives, please see the instructions on how to return an item to find out more.

    Please see "How do I return an item?" for all relevant information.

  • How do I cancel my order?

    If you've changed your mind about an order, please get in contact with us urgently via the Help button.

    If it's not yet been dispatched, we'll be able to prevent the items from being sent, but if it's already been dispatched, then you would need to return the items once they reach us and be liable for the return postage costs.

    We'll refund your order within 3 working days of receiving it back.

    Please see "How do I return an item?" for all relevant information.

Payment

  • What payment methods do you offer and is my payment secure?

    We offer payments via debit/credit card, Paypal and Google Pay.

    All payments made via the Le Col website are encrypted using secure technology and your card details are not retained or visible to Le Col employees.

    All orders will be charged at the moment of purchasing - including pre-order items. 

  • How can I buy a gift voucher?

    Shopping for someone else but not sure what to give them? Give them the gift of choice with a Le Col gift card.

    We offer gift vouchers in the value of £10 up to £200 which can be purchased via the following link: https://lecol.cc/collections/accessories/products/gift-card?variant=617677488147.

    They are sent via email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.

  • How do I apply a gift voucher?

    If you have a gift voucher please enter in the checkout page and it will automatically calculate your discount.

    Once purchased gift vouchers are non-refundable.

  • How do I apply a promotional code?

    If you are using a promotional code please enter it in the promotional code box on the basket page.

    The discount will automatically be calculated. Promotional codes are for one time use only and may not be used in separate orders or applied to different products in the case of an exchange.

  • Can you send me an invoice?

    Yes of course we can!

    You'll get a hardcopy packaged with each order, but if you need a copy of this, please do drop us a line via the Help button and we'll get that pinged across.

Account

  • How do I reset my password?

    To reset your password, please use the "Forgot your password?" button on the following page and you'll be able to choose a new one and get back into your account pronto: https://lecol.cc/account/login.

    If you see a message that there isn't an account associated with your email address, please contact us and we can check what's going on behind the scenes.

  • How can I update my email address?

    In order to update the email address linked to your Le Col account, you'll need to contact us.

    Use the Help button below to let us know and we'll get that updated in no time for you!

  • How can I update my delivery address?

    You can add new delivery addresses via your online account: https://lecol.cc/account/addresses.

    If you have placed an order and need to amend your address, please contact us urgently so we can ensure your order ends up in the right place.

  • How do I delete my account?

    In order to delete your Le Col account, you'll need to contact us via the Help button and we can take care of that for you.

  • How can I update my marketing preferences or unsubscribe?

    If you'd like to update your email preferences or unsubscribe, please use the update your preferences or unsubscribe button at the bottom of any marketing emails we have previously sent you (see below).

    If you're still having trouble, feel free to reach out and we'll take care of that for you.

Strava

  • My Strava Code doesn’t work at checkout

    For the Strava reward voucher to work, your total basket value must be over £100. To redeem your voucher, please checkout on your order - entering the code into the “Gift card or discount code” box and hit apply - this will deduct £50 from the total order value.

     

    Please note: Your Strava Code is for one time use only and cannot be used in conjunction with any other offers that require a code.

  • Strava Challenge not recognised

    For us to recognise your efforts in the Strava challenge, you'll need to change your privacy settings for the individual rides to “everyone”.

    Once you have done this you will see that your kms will log against the challenge and once you’ve completed it, you’ll be able to redeem your reward!

  • How do I redeem my Strava Challenge reward voucher?

    Well done on completing the challenge!

    Please claim your voucher via the link here:

    https://lecol.cc/pages/le-col-150km-strava-challenge-reward

    If the email field doesn't load, please refresh your browser. Your unique voucher code will be sent via email but you can also click through to the website and it will apply automatically for you.

    Please contact us if you're having any issues!

     

  • What are the terms and conditions of the Strava challenge?

    More information on the Strava voucher can be found here: https://lecol.cc/pages/strava-challenge-t-cs, but the most important bit is as follows:

    Reward & Prize Information

    1. Reward: Each Finisher will receive a £50 Le Col discount voucher code. The £50 discount voucher requires a minimum order of £100 (so a minimum spend of £50 with the reward applied). If items purchased with the voucher are returned only the discounted price will be refunded. The unique discount code can only be used once per person. Only one discount voucher can be redeemed per single transaction. The offer excludes the purchase of gift cards and our custom kit. Vouchers cannot be exchanged for cash. We reserve the right to withdraw, alter or decline this offer without prior notice.

General

  • How do I get the most from my Le Col products?

    So that your Le Col products last, we have the following care recommendations:

    • Machine Wash at 30 °
    • Do not use fabric conditioner
    • Close all zippers/velcro fastenings
    • Dry flat, do not tumble dry
    • Do not bleach, iron or dry clean

    We'd also suggest turning your items inside out prior to washing and keeping them separate from other items by popping them into a mesh laundry bag.

  • Errors and Omissions

    In the case of errors or omissions on the website, Le Col reserve the right to refund your order prior to the goods being dispatched.

    Le Col reserve the right to cancel any order if the product is no longer available. No compensation will be paid in such cases but customers will be notified and reimbursed for the full cost of the order.

    Every care has been taken to ensure that the descriptions of Le Col products are correct. The colours shown on the website are a close representation, but slight variations in the actual product colours may occur due to different screen resolutions and browsers.

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