Name: VeloVixen
Address: Unit 28, Wheatley Business Park,, Wheatley
Rating: 4.85

“Sent my returns back to me. Couldn't accept returns at present time. Has left me wondering if I'm going to get my refund!!”

Helpful Report

Posted 1 year ago

“Well, this is disappointing…it cost me £2.95 delivery. Then I discovered although lovely material and design, they didn’t fit me. So £3.35 to return. Then they In turn get returned to me from VeloVixen because they aren’t processing returns just now!! Pity that wasn’t mentioned when I posted them back. So what does that mean? Another £3.35 to return them ! I seem to have fallen in the wrong place as regards postal strikes and VeloVixens last minute changes on return policy. I think this could be end of a beautiful relationship…”

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Posted 1 year ago

“I have contacted Velovixen twice about a return and have had no reply. I have received no acknowledgment and no refund. I would hope that as a result of this review someone will respond. The customer service is appalling.”

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Posted 1 year ago

“Still waiting on my refund for my item as parcel damaged and not accepted so returned to them that was 3 weeks ago”

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Posted 1 year ago

“Took so long for my gillet to arrive I had to order from elsewhere on next day delivery so I had one for my trip I’m yet to have the refund, looking like this will take as long”

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Posted 1 year ago

Hi, Sarah - sorry about the delay to your gilet's delivery. Looking at your order, it seems it was ordered in as normal, but there was a delay of a couple of days in receiving it from Castelli, which accounts for why it took 4 working days to dispatch rather than the 2-3 that we aim for when ordering in products from suppliers. As for the refund, as you'd imagine it's always better to contact us directly to ask about any unexpected delay - do let us know if the delay to your refund is any more than a few days so that we can look into it. As a small family business, we are scrupulous about refunding customers as quickly as possible. With best wishes, Phil (CEO)

Posted 1 year ago

“3:2 rules impossibly restrictive for us new cyclists trying to work out our sizes in various cycle manufacturer’s clothing. So there is no way for us to access Velovixen’s 3:2 you end up -expensively- paying full price. Couldn’t exchange one (of the three) items for a different size (unavailable) nor could i exchange it for an additional same item of my other two items (against the rules). Velovixen will only allow it to be returned so that you lose your 3:2 offer.”

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Posted 2 years ago

“Unhelpful”

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Posted 2 years ago

“Would not recommend. Experience of "customer service" was dire.”

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Posted 2 years ago

Hi, Annie - so sorry to hear you felt this way. We do our best to resolve every situation happily, but on this occasion as you'll know we weren't able to accept your product back. With best wishes, The Vixens

Posted 2 years ago

“Ordered a women’s Endurance base layer but what arrived was an enormous men’s sized version. Tried to return and was told item had a mark on it. It was fine when it was sent. Will never use this website again.”

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Posted 2 years ago

Hello, I am so sorry that we were unable to accept your return on this occasion. Unfortunately, when items are returned without their original packaging, this leaves them vulnerable to getting marked both at home and during transit. While we were able to be understanding about your puppy having destroyed the outer packaging and were planning to accept the return without the original packaging, sadly, because the item itself was marked, we would no longer have been able to resell the garment. As a result, we were unable to accept the returned item on this occasion. I sincerely apologise for this and wish we could have helped further in this instance. However, as a small family-run business, we are unable to accept returns when they do not arrive with us in perfect resaleable conditions. All information on our returns policy can be found on our website at https://www.velovixen.com/pages/returns. My apologies again that we were unable to accept your return. Kind regards, Eleanor

Posted 2 years ago

“Disappointed that this XXL was not XXL - very little choice at the bigger end of size range. Please could we have more consideration of fat women who cycle.”

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Posted 3 years ago

Hi, Susan - thanks for your review. I'm sorry you were so disappointed in your order. A couple of things to note: first, this order was actually for an XL jacket. You may be referring to your more recent order, which was for 2 XXL products? If so, it's worth pointing out that clothes can vary in shape as well as size, as you'll be aware, and unfortunately won't always work for all body shapes. It may be that that is what has happened here? For what it's worth, only a week ago we had an XXXL equivalent of the jacket you bought returned because it was slightly too large - the XXL worked well for that customer, which perhaps illustrates the disparities. More broadly, we do pride ourselves on our consideration of larger female cyclists - our range of XXL and XXXL sizes across brands is as wide as we can make it within what our suppliers offer. That said, the stock will not always be available, especially during these Covid times when supply chains are struggling. Whenever there is a larger option available from a brand, however, we will endeavour to offer it. With our own range, with each order we place with the factory we deliberately try to include a far higher proportion of XXL and XXXL products than would traditionally be thought of as standard. This is a reflection of our audience, which we've known for some years is not as whippet-like as certain manufacturers believe! And we will continue to look for options for larger cyclists like yourself. I hope that helps? With best regards, Phil (CEO)

Posted 3 years ago

“Order never arrived. Refunded after a few emails that were never answered, no apologies, no alternative arrangements offered. Very poor customer service”

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Posted 3 years ago

Hi, Patricia - thanks for taking the time to be in touch. Sorry your order never made it - unfortunately yours was one of exactly 30 that we shipped outside the EU before we appreciated that even shipping beyond the EU was going to be profoundly affected by the UK's Brexit woes. Whilst most made it through, I'm afraid you were a victim of new times. I am glad you have been able to resolve things through your email chain with Fran and that you were refunded when it became clear that the order wasn't going to arrive with you. We take our hats off to the likes of Wiggle and Sweaty Betty, whom you mention in your correspondence as being stand-out examples of efficient shipping to the UAE. However, could it be that this was primarily not during January 2021, when things were very different for overseas shipments? With best wishes and thanks again for letting us know about your experience, Phil (CEO)

Posted 3 years ago

“I didn’t receive the above order”

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Posted 3 years ago

Hello, Annie - sorry your order never made it to you, but just to clarify (as per your email correspondence with Fran) the address you put on your order 'your road name', Cardiff. Naturally, that wouldn't be enough for it to be delivered, so it was duly returned to us and we refunded you almost 3 weeks ago. Do feel free to reorder, however, and we will get it out to you again. Best wishes, Phil (CEO)

Posted 3 years ago

“Very slow to dispatch order and the quality of clothing is not very good. I had to return one of my items”

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Posted 3 years ago

Hi, Kate - thanks for taking the time to review us. Sorry you were so disappointed in the experience. For the benefit of others, and just to clarify 'very slow', we received your order during a Friday afternoon after our posting deadline for that day. One of your items needed to be ordered in, which we did on the Monday morning. It arrived with us that Wednesday, and we dispatched it the same day. It arrived with you at lunchtime on the Friday. Whilst we would like the luxury of keeping everything in stock, as a small company that is not feasible, but we feel that a couple of working days to dispatch an order is not unreasonable especially given the scarcity of cycling supplies available at the moment. I'm also sorry you didn't feel the quality was up to standard - we have every confidence in both Madison and Endura, two of our most popular brands, but inevitably there will be an occasional flawed item as with any clothing product, so I'm sorry if you were on the receiving end of this. With best wishes, Phil (CEO)

Posted 3 years ago

“The wrong item was sent, I asked for help but they didn’t reply to my email. This item is not the same as the one I’ve ordered before.”

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Posted 3 years ago

Hi, Caroline - so sorry about the wrong item. That must have been a pain for you and obviously not a headache we want to inflict on anyone. As for the email, we've scoured our inbox and still can't find your message. It's conceivable that it arrived during a brief period when we were between email systems last month and we know a handful were unavoidably missed. As per Fran's message, could you possibly resend and we'll sort it out for you? With best regards and apologies, Phil (CEO)

Posted 3 years ago

“still waiting for items to arrive - Have contacted by phone and email a number of times over a number of weeks and not resolved ' Throughly fed up and unless they get in contact soon 1 will be taking legal action”

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Posted 3 years ago

Hi, Teresa - sorry about the delivery problem with your order. As you will know from your email exchanges with Fran before your review, this was a Royal Mail failure - unusually for them, they failed to deliver a package, so we apologise as it must have been very frustrating. I'm glad the full refund came just before your review, that we've been able to take the full hit ourselves, and that there was no call for a court case! With best wishes, Phil (CEO)

Posted 3 years ago

“Clothing came up very short for me (I’m only 5ft 6). Returns process was lengthy as Velovixen had no record of one of my parcels - refund sent once I provided receipt. Still awaiting one refund from a parcel that was partially refunded. No comms reply for a week - Gutted that my first experience was a bad one, not sure I shall return”

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Posted 3 years ago

“I ordered a cycle jacket online And the item was in stock as I thought I didn’t get no email saying it wasn’t in stock I waited over a week and then sent an email asking about my order I was told that they had to order it in I then waited another week for the item which on r arrive eventualy I was pleased with I know that under the recent circumstances things are taking longer but I should have be given an alternative either informing me where the item was or asking me if I wanted a refund I would have said no to the refund as I wanted the item”

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Posted 3 years ago

“I still haven’t received my order”

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Posted 3 years ago

Hi, Michelle - so sorry you've had such a wait for your package to get to Australia. We've checked and, although it left us shortly after you placed your order, it has taken over a month to be processed in Australia. It looks like it's a victim of Covid delays for international shipping. By coincidence, the tracking now tells us it finally went from Melbourne to Sydney yesterday, so it shouldn't be long now. Once again, apologies for the delay, but hopefully it will have been worth the wait in the end. Happy cycling, Phil (CEO)

Posted 3 years ago


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Live Chat, Telephone

VeloVixen Reviews