Delivery & Returns

DELIVERY CONTENTS

How much will I be charged for delivery?



How long will it take to receive my order?


Can I track my order?


Will I need to sign for the delivery?


What do I do if I miss the delivery?


Can I collect my order?


What countries do you deliver to?


Will I be charged VAT and import duties for overseas orders?


What do I do if my delivery does not arrive?


My delivery is damaged – what should I do?


RETURNS CONTENTS

How do I return an item purchased from this site?



How can I obtain a new returns label?


Can I download a copy of the returns form?


Can I exchange an item for a different size?


How do I return an item purchased from another retailer?


What should I do if there is a discrepancy with my order?


How do I exercise my statutory right to cancel?


What is my statutory right to reject faulty goods?


DELIVERY INFORMATION

How much will I be charged for delivery?

Area Service Tracked? Cost
UK Royal Mail Standard Delivery (3-5 working days) No Free
UK DPD Expedited Delivery (Next working day) Yes £4.99
EU 3-5 working days No £3.99
EU 3-5 working days Yes £4.99
ROW 5-7 working days No £4.99
ROW 5-7 working days Yes £5.99

How long will it take to receive my order

Despatch Times

How long it takes for you to receive your order depends on the delivery method you choose.

Provided you place your order by 3pm on a working day, we will despatch your order on the same day. Orders placed after this time or over the weekend, will be despatched the next working day.

Please note: Circumstances beyond our control, for example adverse weather conditions, can increase the estimated delivery times.

Can I track my order?

Express UK delivery customers will receive email/text tracking information via our courier once their order has been despatched provided contact details are supplied at checkout. For other shipping methods tracking details are not available until the order has been received.

Will I need to sign for the delivery?

Yes, signatures are normally required for all delivery methods to ensure safe receipt of goods. If Express UK Delivery is selected, DPD will email or text a one hour delivery slot on the day the delivery is scheduled to take place if an email and/or mobile number is provided.

What do I do if I miss the delivery?

Royal Mail: If no one is available to sign for the delivery Royal Mail will leave a calling card to let you know delivery was attempted and detailing instructions on how to arrange collection of the package, usually from a local depot. It is the customer’s responsibility to arrange collection of the goods.

Courier: The courier will either leave a calling card with instructions on how to arrange redelivery or they will email/text you to advise delivery was unsuccessful and to advise on the next steps they will take and your options for redelivery.

Can I collect my order?

Unfortunately it is not currently possible to arrange collection from our warehouse.

What countries do you deliver to?

We currently offer shipping to addresses in the UK and other countries within the European Union. We hope to expand the list of countries in the future.

Will I be charge VAT and Import Duties for Overseas orders?

Deliveries within the European Union will be subject to the VAT rate correct at the time of order. For deliveries to Jersey and Guernsey please select ‘Jersey’ or ‘Guernsey’ as the delivery address country to ensure VAT is recalculated during checkout. You will be able to review the VAT applied to your order before proceeding to the payment stage of the checkout process.

What do I do if my delivery does not arrive?

If your delivery has not arrived within the following timescales please Contact Us with your order reference number. Standard/Free UK delivery: Please allow 10 working days from the date of despatch Express UK delivery: Please allow a full working day from the date of despatch for mainland UK deliveries and two full working days for other locations EU delivery: Please allow 20 working days from the date of despatch

My delivery is damaged – What should I do?

Please accept our apologies if you have received a damaged package; retain the packaging, take photographs of the damage if possible and Contact Us as soon as possible so we can assist further.

RETURNS INFORMATION

We hope you will be completely satisfied with any purchases from OPRO. However, should you wish to return any product please following the guidelines below.

How do I return an item purchased through this site?

We offer a 14 day return guarantee for items purchased through this site. If you would like to return your order please use the free return postage label which came with your order and fill in the returns form.

If there is no return label then please Contact Us to receive a returns label and if you can’t locate the returns form then you can download and print one here.

Please return the item with the product labels and for women’s and girl’s costumes the hygiene strip must still be in place.

The product must be unworn and in resalable condition in order for a refund to be processed.

If you would like to exchange your item for a different size then please detail on the returns form. We will despatch the alternative size on a free standard delivery service.

If you paid for an upgraded delivery service we will only refund this if the incorrect items were delivered or the items are faulty.

Our return address is:

OPRO International Limited

24 Mark Road

Hemel Hempstead

HP2 7BN

UNITED KINGDOM

We recommend packaging the items securely and requesting proof of postage (free from a Post Office) for all returns. Please retain proof of postage as you are responsible for the return(s) until they have been received by us.

How can I obtain a new returns label?

Contact Us to request a new returns label if you do not have the original document.

Can I download a copy of the returns form?

Yes, please Click Here to download a copy of the returns form.

Can I exchange an item for a different size?

If you would like to exchange your item for a different size then please detail on the returns form. We will despatch the alternative size on a free standard delivery service.

If stock is not available in the requested size a member of our customer service team will contact you to discuss alternatives and refund options.

We recommend packaging the items securely and requesting proof of postage (free from a Post Office) for all returns. Please retain proof of postage as you are responsible for the return(s) until they have been received by us.

How do I return an item purchased from another retailer?

If you bought your OPRO item from a retailer or other website, then please contact them directly to discuss your return request.

What should I do if there is a discrepancy with my order?

We use the latest software in our warehouse to ensure you receive your order as expected; however, if there are any discrepancies with your order, you must Contact Us as soon as possible.

If you have been shipped the incorrect goods then please do accept our apologies. Please use the free returns label to return the incorrect items and any replacements will be sent to you at no extra cost to yourself.

Please note: We are not able to refund the cost of returning goods by other methods – please use the free returns label provided or Contact Us to obtain a replacement label.

We recommend packaging the items securely and requesting proof of postage (free from a Post Office) for all returns. Please retain proof of postage as you are responsible for the return(s) until they have been received by us.

How do I exercise my statutory right to cancel?

In order to exercise your right to cancel, please:

  • Send an email using our Contact Us form; or
  • Write to us at OPRO International Limited Returns, 24 Mark Road, Hemel Hempstead, HP2 7BN, United Kingdom making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel.
  • Your email or letter will be deemed to have been received by us on the date you send it (provided it is sent to the correct address and it is sufficiently clear that you are exercising your right to cancel). Please try and keep the confirmation of any letter or email to demonstrate the date when you sent it.

CONSEQUENCES OF CANCELLATION

  1. Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the goods. If you have cancelled your entire order, we will also refund your original delivery charge. If you only cancel part of your order and return only some of the goods delivered to you, delivery charges will not be refunded. This is because the delivery charge is normally the same regardless of the number of items delivered and, if you retain part of your order, the delivery charge still applies to the part that you retained.
  2. Where you fail to return the product(s) in question or you send them at our expense, or if our appointed courier collects the goods from you, we reserve the right to charge you for the direct costs incurred by us in collecting or returning the goods (other than where the goods have been sent to you in error or where such goods are faulty in which case, such costs shall be at our expense).
  3. Where you exercise your right to cancel within fourteen (14) days, you should return the goods to us without undue delay and, in any event, no later than 14 days after the day on which you inform us in writing of your decision to cancel the contract. Please note: If we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services.
  4. We will refund the cost of the rejected goods and the cost of our standard delivery charges within 14 days of receiving the goods back or, if earlier, within 14 days of receiving suitable evidence from you that you have sent the goods back to us. Please note that should the value of the goods have been reduced by your handling of them, we reserve the right to deduct the diminished value of the goods before we refund you.

We recommend packaging the items securely and requesting proof of postage (free from a Post Office) for all returns. Please retain proof of postage as you are responsible for the return(s) until they have been received by us.

What is my statutory right to reject faulty goods?

We hope our quality control measures will prevent faulty products from being despatched; however, if you have received goods which are faulty, you have a short term right to reject the faulty goods within 30 days of delivery. Please Contact Us as soon as possible to report receipt of faulty goods.

If you do not exercise this right, you have a right to the repair or replacement of the faulty goods and, if such the repair or replacement is inadequate, you have a right to reject the goods and obtain a full refund.

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