Hi Pat
Your refund was issued on the 30th May.
Check your bank account and let us know if you have any issues - I am pretty sure you won't as we use Shopify payments and everything is done automatically as soon as we process a return 😀
“I Would have given you 5 stars with the stuff I bought before but what’s the point you’re closing down I couldn’t buy the same item I bought a couple of years ago”
“Products did not fit had to pay for the returns and then had to wait ages for a refund and they took some money off me for the original postage. What a way to treat a new customer, will not be using you again!”
We know that finding the perfect fit for cycle wear can be tricky! That’s why our friendly Sizing Gurus in customer service are always happy to help with recommendations, making sure you get the right size the first time. 😊
As for shipping and returns, our RRP doesn’t include free postage—offering it would mean raising our prices, and we want to keep things as fair as possible for all our customers. I’m really sorry if this has been a disappointment, and we truly appreciate your understanding.
If there’s anything else we can do to help, just let us know! 🚴♂️✨
I gather that customer service is already dealing with this issue and is trying to locate the parcel with your local Customs department. I am sorry that it is taking so long. We are trying to get to the bottom of why you weren't contacted by your local Customs, however I gather that it is now on the move and so hopefully it should be with you soon. We are continuing to follow it and will update you accordingly when we have more info.
“I have no comment to make about the product because the simple fact that they don't pay for or arrange to track returns, so therefore they also expect the customer to pay extra you for a signed for postal service. This is absolutely outrageous and gives me no interest in the company or it's products. I am not aware of a single online company in the UK that charges for returns.”
I am sorry that you are unhappy with our returns policy and it is regrettable that you are now not interested in our products or our company, particularly when we are one of the very few companies who offer larger sized, quality sportswear.
The cost of 'free' returns is absorbed into garment retail prices however we think that this method is not fair to the majority of our customers, who are not returning items to us, hence we ask customers to pay for their returns. We also offer in depth sizing advice via our fit Gurus' to help new customers get the correct size first time.
We suggest that returns are sent back to us via signed for services because we can not refund items which are lost in the post and do not arrive at our returns address, that being said it is entirely up to the customer how they return packages to us.
It is becoming increasingly common for companies to charge for returns due to considerable increased costs in shipping. Often the cost of returns is deducted from the final customer refund and so often goes unnoticed!
“Hugely disappointed with these shorts. Very uncomfortable and I had to stop my ride and take them off. When I contacted the company to say how disappointed I was, they said it was tough because I had worn them.”
Hi Dinah,
Sometimes if padded shorts are causing you pain this can mean you are in the incorrect size as we don't often have people complain about our pads although we do understand that all pads don't work for everyone, it is difficult to find the perfect pad that works best for most people!
We are more than happy to check your measurements to see if this is the issue 😊
But unfortunately as stated on our website, we are unable to accept the return if the item/s have been worn, I'm really sorry about this.
Hi Nellie, I'm sorry you felt like you needed to give us 1 star, your return has been done this morning but we do say on our website that it is a 14 day returns process and if you have any problem or if it has been longer than 14 days then to reach out to us, we are more than happy to help to help on customer service!
“3/4 padded leggings are extremely disappointing as the padding is sorely lacking. I bought the expensive item in the hope that it would be great and help on long rides but unfortunately it has been a useless piece of gear for which I had to pay postage and would have had to pay again to send back. I bought some padded shorts in my local bike shop without any cost and much better padding. All in all a very disappointing experience which I will not repeat.”
I'm really sorry you didn't like these, it seems strange the padding wasn't right as we have really good feedback for these leggings! It is usually better to reach out to us on customer service as we can always help and give advice on comfort/ fit issues.
“Stitching on chamois and around came unravelled after two short (under 90 minute) rides ... got a full refund after exachanging a few emails but doesn't inspre confidence in the quality.”
I am sorry that you were upset by our customer service and found my reply to your email condescending and un-empathetic. You accused us of trying to con people in your email which is unfair. As I said to you already, we are absolutely not in the habit of trying to con people and are unable to offer the new customer 10% discount off items which are already discounted as this is not viable for us. This policy is stated throughout our website and on the sign up pages for the discount code.
“The clothing is excellent, as always, however customer service is now so poor they don't even respond. Paid for express delivery and it took a week to arrive. Contacted customer service who didn't take the time to respond.
I would now think twice before ordering. It's a real shame.”
Hi Tracy
We responded to your email advising us of the issue with your delivery 30 minutes after we received it.
We take the time to respond to all enquiries and our customer service is still as good as it has always been.
I suspect that on this occasion our email was trapped in your SPAM filter because you did not respond.
I am sorry about the delay with your order - DHL had some challenges at the beginning of the month and this impacted all of their deliveries.
I understand that you feel let down but I can assure you that our customer service is not 'now failing' and that our business and ethos is unchanged.
“I returned my cycle sleeveless jacket and requested a size 42, to date i have not received either an acknowledgement, refund or new jacket.
Irene shearer”
I am sorry that you were disappointed by our returns process.
Returns take up to 14 days to process as per our T&C's.
I know that this is slow in comparison to large companies like Amazon and Next etc. but we are a small company and have to work within the service levels of our warehouse.
I have checked your return and see that it was processed last week.
“Ordered a cycle jersey at the end of January 2023 for Perth, Australia. After over a month of waiting, my jersey is still saying it’s in Milton Keynes, UK. I have contacted FLATB on facebook, but replies have been slow and nothing has been resolved as of yet. Disappointed they didn’t use an international transport company such as DHL for the price of shipping I paid….”
We offer two shipping options and both are subsidised by us and charged at less than cost to our customers. Royal Mail is the most reliable and cost effective solution and this is the method used for standard shipping. Customer service queries are best addressed to our customer service department. It's easy to miss messages or comments on social media. We resolve all delayed or lost in transit orders and either track the packages through our delivery partners customer service or resend at our expense.
“I was very excited to find this brand as I love what you stand for however the jersey did not fit my torso at all - as the length was too long for me. To add insult, I had to pay an arm and a leg to ship it back (I'm in the States). The fabric is also a bit thicker than I would have liked or am used to wearing. My suggestion is that unless you live in the UK or Europe, the risk is too great to try out this brand unless they have a distributor in the US.”
Jersey length is included on our size chart. Customer service is always available to give additional advice about our collection which reduces the risks for international customers and ensures that they get the best chance of getting great fitting kit.
“£8 Express delivery (advertised same day dispatch and next day delivery) wasnt sent until the end of the week (ordered on a Monday morning) and arrived after 12 days. Once they came they didn’t even look like cycling socks, no reference to cycling at all on the packaging so struggled to regift it as it came too late. Poor service and overpriced.”
Hi
I am sorry that you were unhappy with delivery.
We don't offer next day delivery - we offer an Express service which is delivered by DHL or DPD and this is faster than our standard delivery which is Royal Mail, but it is not marketed as next day.
Due to Royal Mail strikes and the sheer volume of orders over the Black Friday and Christmas seasons all couriers were struggling to maintain their usual service levels.
Your order was placed on Monday the 12th December and according to DHL's tracking arrived with you on Tuesday 20th - this is much longer than we would normally expect but unfortunately the situation was very much out of our control.
December was a very difficult time for most e-commerce companies and whilst I understand that you were disappointed that your item didn't arrive on time, I can assure you that everyone in our warehouse and at DHL were working tirelessly to deliver orders as quickly as possible.
“The two items ordered were delivered promptly, but unfortunately one was not right for me, and the other was spot on but I needed the next size up. So I returned the items, filling in a request for a refund and a request for a new size garment. This was nearly 3 weeks ago. So I’m not impressed with the service and hope an earlier email and this review prompts a response.”
“Great to be able to buy cycling gear for 'real' bodies! Bright and visible design and a flattering shape and cut - perfect! Good quality and a sensible price. Am sure I will be buying more.”
