Do you ship internationally?
We send thousands of parcels a month to over a hundred countries and both free and express delivery services are available for most countries that we ship to.
Click here to find out more about international delivery times and costs. International delivery options will be available once you have entered your address details at checkout.
When will I get my order?
Every item on the site has a delivery estimate*. The delivery estimate can be found just above the red ADD TO BASKET button on each individual product page. This is a great way for you to know when you can expect your item to arrive - this info can also be found at checkout, just before the payment page.
Upon dispatch, you will receive a tracking email which will allow you to keep up to date with the status of your order. We will also let you know when your item is out for delivery. We dispatch all items as a complete order so if items in your order have different availabilities, we delay dispatch until all items are available and can be sent together.
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 firstname.lastname@example.org with your name, contact number and order reference.
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 email@example.com.
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.
Can I track my parcel?
All orders sent using a tracked service. Upon dispatch 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.
What time will it arrive?
Our couriers will deliver between 9:00AM and 18:00PM.
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. Items sent via Royal Mail can usually be collected from your local depot or have delivery re-arranged. Orders sent by courier will result in a note with an appropriate contact number for you to use to re-arrange the delivery.
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.
What is a Large Item and why can't you ship it ?
Large Items have a small red box next to them in the shopping basket or above the size on the product listing page. These items can get disproportionately expensive to ship on the fastest delivery methods - most of the time it means the shipping is double the price of the item. To compensate for this we negotiated harder on the standard service for items of this size to allow you to get the product at a more competitive price. It takes a little longer but saves a fortune in shipping.
Do I need to pay to return an item that is the wrong size or if I have changed my mind?
As a small family run business we can't offer free returns at the moment but we have teamed up with Rebound to offer subsidised returns so your return is loads cheaper than your local post office or courier. We will also send any exchanges or replacement items out free of charge.
Have you received my returned item?
Once you book your return online with Rebound, they will email your tracking details so you can follow your parcel's journey back to FsX HQ. We will drop you an email once it's arrived and is being processed by our returns team.
How Do I Return Something?
We have teamed up with Rebound to make returning items to us as stress-free as possible.
Before you start, make sure you have your seven-digit order number to hand, which can be found on any emails we’ve sent you. For exchanges, the quickest and most efficient way to get your replacement goods is to place a new order and request a refund for the unwanted item.
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, return it to us and we will refund the postage. 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 exchange it for the same item either in a different size or colour. If you want to exchange it for a completely different item, please place a new order and request a refund for the unwanted item. This is the quickest and most efficient way for you to get your replacement goods.
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.
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.
What is your returns policy?
We have one of the most generous returns policies in the industry. Every parcel we deliver contains returns instructions that will help you deal with most problems. You can find out more about deliveries and returns in the questions above or read our full returns policy by clicking here.
How Do I Return My Extra Large item eg a Bike or ski's ?
If you need to return your bike then email us on firstname.lastname@example.org and we will arrange a subsidised courier collection.
The item that you are returning must be returned complete, unused and in the same condition that you received it. If the item is the wrong size or you just changed your mind on the purchase, we will issue a full refund minus the quoted collection costs.
When sending your item back to us, it will be your responsibility to follow the returns process and make sure the item is collected safely by our courier. We will not be able to issue a refund until your item has been received and inspected by us so please give us 3-5 days to process your return once it's arrived at FSX HQ.
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 issue you with a free returns label or shipping credit so you're not out of pocket. Please contact email@example.com before sending anything back.
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 firstname.lastname@example.org 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 issue you with a free returns label or shipping credit so your not out of pocket.
Will I be charged customs?
FreestyleXtreme is based within the UK. You will only have to pay custom fee’s if your order to New Zealand is over $270 NZD (except for crash helmets where the allowance is $399 NZD).