Delivery and Returns

When will I get my order?

Every order placed at FreestyleXtreme is sent using a tracked service with DHL Express. Upon dispatch, you will receive an email with a tracking number that will allow you to keep up to date with the status of your order. Average delivery time is 3 working days but please allow up to 3-10 working days for your order to be delivered.

I don’t think that my order has arrived yet?

If you are concerned about the status of your order, please check your email and your junk email folder to see if you have any email updates or a tracking number. If this does not answer your problem, please email shop@freestylextreme.com with your name, contact number and order reference.

Can I track my parcel?

All orders will be sent using a tracked service. Upon dispatch, you will receive an email with a tracking number and link to the courier sites that will allow you to keep up to date with the status of your order

How much will it cost?

We offer a flat rate shipping cost of $12.99. All our parcels are posted using a tracked service free of charge.

What time will it arrive?

Our couriers will deliver between 8:00AM and 18:00PM and you will receive a confirmation email from them on the day of delivery.

What if I miss the delivery?

If you are not home when your parcel has been delivered, you will be left a note through your letterbox instructing you how to obtain your delivery. Orders sent by courier will result in a note with an appropriate contact number for you to use to re-arrange the delivery.

I think there is something missing from my order?

Occasionally we have to ship several items from one order separately, so if you think there may be something missing from your order, please check your parcel thoroughly for a note that mentions any added delivery information. If you cannot find a note, please contact shop@freestylextreme.com.

Do you deliver to PO Box addresses?

On the condition that you provide us with a telephone number to contact you on, yes, we can deliver to PO Box addresses.

Have you received my returned item?

If for any reason you have had to return an item to us, we will send you an email confirming that we have received it.

How do I return something?

It is important that you send items back to us in a resaleable condition. This means with the item’s original packaging where possible. Clothing should be returned folded as best you can. Please return shoes back in their original boxes, but place the box inside a bag. For full details and conditions of returns, please refer to our full returns policy.

Every order we send out will be packaged with a returns form. Complete this form with the relevant details and include it in the parcel you return to us. If you have lost your form you can click this link to download a new returns form.

What am I allowed to return?

You can return anything to us within 45 days of shipment. If the item you ordered is incorrect or faulty, please refer to the question: What do I do if an item I have received is faulty? If the item is an unwanted gift, an incorrect size or you simply don’t like it, we will accept it as a return but you will have to cover the postage costs. Please note that we cannot accept the return of earrings , underwear or swimwear with the hygiene strip removed.

Can I swap my return for a different item?

Assuming you have returned the unwanted item to us in an acceptable condition, you can either exchange it for something different or claim a refund. If you choose an alternative item as exchange we will send a payment request for a more expensive item or refund you the difference for a cheaper item.

I've chosen a more expensive replacement item. Do I need to pay the difference?

Yes. If you have chosen an exchange item that costs more than your original purchase a payment request will be sent to you via email before the replacement is posted. In the same way, you will receive an email saying your account has been refunded the difference if you select a cheaper item than your original choice.

What do I do if an item I have received is faulty?

If you have received an item that is damaged or otherwise faulty, do not send the items back to us straight away. Please contact our Customer Services team at shop@freestylextreme.com and include pictures of any defects and clearly detail any faults on the item. We will then forward these pictures to the appropriate supplier to assess whether it is a manufacturer fault. If so, we will then ask you to send the item back to us to replace/refund. Although you will have to cover the postage costs, in this instance they will be refunded a maximum of $18 to the costs.

Do I need to pay to return a faulty item?

If you need to return an item that is faulty or because of a mistake on our part, we will refund up to $18 towards your shipping cost. In most instances, this should be enough to cover any postage costs. If your shipping quote is higher than this value, please contact shop@freestylextreme.com and we will organise courier collection. Initial replacements will be sent out free of charge.

Do I need to pay to return an item that is the wrong size or if I have changed my mind?

If you wish to return an item because of a sizing issue or you simply wish to exchange the product, you will have to cover the costs to send it back to us. Initial replacements will be sent out free of charge.

How long do I have to return an item?

Assuming that they are in a re-saleable condition, we will accept returns up to 45 days after shipment.

How will my order be packaged?

We’ll do everything to ensure your parcel gets to you in perfect condition: baseball caps, goggles, sunglasses and technical items are packaged securely in boxes. Helmets are sent double packed to ensure safe transit. Clothing items are sent in courier bag parcels.

What is your returns policy?

We have one of the most generous returns policies in the industry. Every parcel we deliver contains a returns form that will help you deal with most problems. You can find out more about deliveries and returns here, download our returns form or read our full returns policy here.

Will I be charged customs?

All our orders are sent our Duty Unpaid. Once the goods arrive in the importing country, the buyer is responsible for any addition tariffs or duties. Orders under the value of 400 NZD currently pass without charge. However, these rules are subject to change and out of our hands.

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PAYMENT

What forms of payment do you accept?

We accept payment from MasterCard, Maestro, Visa Electron, Solo and PayPal.

How can I obtain the VAT information?

You will receive an email receipt with your order which will include all of the VAT information on.

How do I use my promo code?

If you are signed up to our newsletter, you may occasionally receive limited-time promotional codes for our special offers. Once you have ordered a product and registered your details, you will see a ‘redeem voucher’ box where you can enter the code before payment.

Is your site secure?

Yes, extremely. Our site is protected by Thawte, with SSL 128-bit encryption to ensure your transactions are safe and secure. We do not store your payment details and won’t ever share your details with third party companies.

What do the different sizes mean?

We have a sizing guide here that will allow you to measure yourself accurately and purchase clothing of an appropriate size.

Where do you get all your products from?

We only sell genuine products, sourced directly from official distributors. We are authorised retailers for all the brands that we sell. Take a look at our recommendations from the biggest brands in the business on our Why Shop With Us page.

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Delivery and Returns

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