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Help & FAQs

Need some help before, during and after placing your order?

Find your answers here...

ORDER QUERIES

What do I receive once I've placed my order?

Once you've placed an order with us, you will receive an automated confirmation that we have received your order.

If you have a problem processing your payment online or are not certain if your payment was successful please Contact Us and we can double check behind the scenes. No order is confirmed unless it has been fulfilled and an e-mail notification to this affect has been received.

Le Col dispatches orders Monday to Friday so please take this into account when placing orders over the weekend.

We aim to have all orders dispatched in 5 working days. If you have an event or need something urgently please contact us quoting your order number and when you would need your items.

How can I amend my order?

Unfortunately, we are unable to amend orders once they have been placed. If you have ordered the wrong size, colour etc. please get in touch with us as quickly as possible - contact us

If your order has not yet been dispatched, we will be able to cancel your order, and you can then place a new order for the correct items (double checking before submitting).

If you order has already been dispatched, you will need to return the items to us once your order arrives, and can place a new order.

Please see "How do I return an item?" for all relevant information.

How do I cancel an order?

If you've changed your mind about an order, please get in contact with us urgently - contact us.

If it's not yet been dispatched, we'll be able to prevent the items from being sent. If it's already been dispatched, then you would need to return the items once they reach us and be liable for the return postage costs.

Returns can take up to 3 weeks to be processed from the date that we receive the item(s).

Please see "How do I return an item?" for all relevant information.

DELIVERY

What delivery options do I have?

Free UK Standard Delivery on all orders over £50. £4.95 postage for UK orders under £50.

Le Col dispatches orders on Monday-Friday (excluding bank holidays). We aim to dispatch within 3-5 days of the order date. Please take this into account when placing orders over the weekend. You will receive an email to confirm your order and you'll receive a shipping confirmation to let you know it's on the way.

UK Delivery

We send parcels via DPD Express delivery (1-2 day delivery) and you'll get tracking updates via email/SMS with a delivery time-slot on the morning of your delivery. You will have the option to designate a safe place to leave it if you are not around, or nominate a local pick-up shop to go and collect it from.

International Delivery

We offer DHL international Express Delivery to all major overseas locations. Delivery can range from 1-5 days depending on destination - you can check shipping charges and standard shipping days for your destination in the cart at checkout. We offer low cost tracked post options to most destinations.Tracked post deliveries can take up to 4 weeks depending on delivery location.

Special Delivery

If you have an event or need something urgently please contact our Customer Operations team here quoting your order number and we’ll do our best to help.

Please note: We currently do not offer a free returns service, nor do we refund your original shipping costs if you return items.

We do not deliver to PO Boxes or BFPO addresses. You will be contacted to provide a UK delivery address, otherwise we will be unable to fulfil your order. 

Will I be charged Customs/Duties?

Please note we are based in the UK so if you have a shipping address that is outside of the EU or the US import duties and taxes may be applied by your local authority. It is a legal requirement that we declare the full transaction value of the contents of all packages, and we have no control over the levied import duties/taxes applied.

Post Brexit:

We ship all EU orders via DPD or DHL depending on the option chosen at checkout. If any additional taxes/duties are due on your order, this should be stated at checkout - or a guarantee that the total amount you pay includes all applicable customs duties & taxes.

Do you offer free returns?

At the moment we do not offer a free returns process but we are looking to introduce this in the near future, starting with UK orders.

How do I track my order?

UK Customer?

Please check your shipping confirmation email for your tracking link which will provide you with the most up to date information. Got an issue or something doesn't look right, please contact us and we can take a look.

You will also receive text/email notifications on the scheduled day of delivery with your 1-hour time slot from DPD.

International customer?

Please click on the following link to receive the most updated delivery information:
https://web.global-e.com/order/track

You will need:
1. The order number (beginning with GE)
2. The email address used to place the order

Please note, packages shipped via tracked mail (as opposed to an express courier service) do not provide continuously updated tracking information - the details are updated every few days.

ACCOUNT

How can I reset my password?

To reset your password, please use the "Forgot your password?" button on the following page and you'll be able to choose a new one and get back into your account pronto: https://lecol.cc/account/login.

If you see a message that there isn't an account associated with your email address, it's likely that you haven't already registered for an account - it's not compulsory. Please try to create an account and contact us if you need any assistance!

How can I change/update my email address?

In order to update the email address linked to your Le Col account, please contact us to let us know and we'll get that updated in no time for you!

How can I update my delivery address?

You can add new delivery addresses via your online account if you are a UK customer: https://lecol.cc/account/addresses. If you are an international customer, you will need to add your shipping/billing address at checkout each time you order.

If you have placed an order and need to amend your address, please contact us urgently so we can ensure your order ends up in the right place.

How can I delete my account?

In order to delete your Le Col account, please contact us and we can take care of that for you.

How can I update my marketing preferences or unsubscribe?

If you'd like to update your email preferences or unsubscribe, please use the update your preferences or unsubscribe button at the bottom of any marketing emails we have previously sent you (see below).

If you're still having trouble, feel free to contact us and we'll take care of that for you.

REWARDS FOR RIDING

What is Rewards for Riding?

We’ve teamed up with Strava to reward your rides. Track your distance, ride for points and earn discounts on the latest performance kit.

Through our Strava Challenges we’ve always encouraged people to go the distance, now through the Rewards For Riding Beta Programme, there’s an extra incentive for pushing on as part of our peloton on every ride. You'll earn 1 point per km ridden, plus 1 point per £1 spent on site. Find out more here.

How do I sign up for Rewards for Riding?

You can join Rewards for Riding by filling out the sign-up form here. No purchase is required to join and only one account is allowed per individual.

If you already have an account, sign into your Le Col account and hit the Earn with Strava button in your My Rewards area! You will need to authorise your Strava account to be able to start earning points for your activities.

How do I connect with Strava?

As you're going through the sign-up process, you will need to connect your Strava account to start earning rewards. You must have 'View data about your public profile' enabled, and if you wish to earn points against your private activities, please also tick 'View data about your private activities'.

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Connection issues?

Please get in touch with our Customer Operations team via the Facebook messenger or Email buttons at the bottom of this page, providing as much information as possible - screenshots are often useful for us to understand what's happening. We'll probably unlink you and ask you to try to reconnect - before trying another activity to see if your activity points start populating!

How do I redeem my Rewards?

You can redeem your rewards via the Rewards area in your Le Col account. Once you've reached the threshold for a reward discount - hit the redeem button.

Once you have activated your voucher, your points total will adjust accordingly and then you'll be able to continue earning points.

Once you've activated your voucher, you'll see a code in the following format which will need to be applied at checkout to receive your discount.

LECOLREWARDSXX-XXXXXX

Discount Vouchers: These are single use discount vouchers that are unlocked when you have earned sufficient points and proactively chose to ‘redeem your points’ for that reward. These will have limited validity periods of 28 days from issue of the voucher and maximum discount values of which details will be communicated to you on receipt of the discount vouchers. Certain product exclusions may apply. These discounts cannot be used on orders containing Archive sale items and may not be combined with other promotions or discounts.

If you have accidentally redeemed a reward voucher, please contact us and we will be able to disable your voucher and re-add your points.

CUSTOM

How it works

First of all, here's some information on the process and range:

https://lecolcustom.cc/pages/product-ranges
https://lecolcustom.cc/pages/how-it-works

We offer 3 ranges of custom kit: Club (regular fit), Elite (Slim) and Pro (Ultraslim)

We are able to custom design the following items:
Short Sleeve Jersey, Bib Shorts, Long Sleeve Jersey, Winter Jackets, Bib Tights, Speedsuits (short sleeve with pockets and long sleeve with race window), Arm/Knee/Leg Warmers, Race Mitts, Winter Gloves, Gilets, Rain jackets, Socks and Caps

There is a minimum order quantity (MOQ) of 10 of each garment and we can supply samples on request. MOQ for Socks & Caps is 100pcs, and Aero Socks 30 pcs.

We understand the importance of the perfect fit whether it's for a charity ride or racing.

We currently offer sizes from XXS to 5XL. However, if necessary, we can supply 6XL and 7XL.

If you are supplying us with club logos or images, please submit them in .eps, .ai or pdf format. If you are providing a scanned file, this should be at least 300 dpi or in .tiff to be usable.

We offer in-house graphic design services at a small additional cost if required. The fee is £65+VAT which is waived if 20+ main garments are ordered.

If the above sounds like it might work for you, please submit your enquiry via https://lecolcustom.cc/ - you'll see the enquire now button in multiple places on the site, so that'll get your message directly through to the team for someone to follow up with you about your requirements.

Sizing

Please see the size guides on the individual product pages. If you have any questions regarding sizing in the first instance, please refer to your kitmaster. If your club has placed orders previously, your team members may have prior experience and can help guide you based on their experience of the fit/feel.

Our general Fit guide can be found below and is to be used for reference in conjunction with the individual size guides.

Need to make changes to your order?

Please note, Custom orders cannot be amended once they have been placed. If the Club shop window is still open, we will need to cancel the order and have you reorder with the correct item(s)/size(s). If the Club shop window has already closed, it may be too late for a manual change request to be made. Please contact your kitmaster for guidance in this instance.

If the order has already been submitted to our Factory for production, unfortunately, it is too late to make any further changes.

What happens next? 

Once the Club shop order window has closed, all orders are collated and then submitted to our Factory in Italy for production.

Typically there is an 8-12 week lead time from the point the full order is submitted, however this may vary depending on the time of the year.

Depending on how early in the order window you purchase, please note that this will effect the overall lead time.

Your kitmaster/event organiser will be able to update you on the expected turnaround time for the club's order and ETA for delivery.

If you have any questions regarding your purchase, these should be directed through to your kitmaster in the first instance, who will liaise with the Custom team on your behalf.

Delivery

Once your club's order has been received at our warehouse, it will go through a QA process before all orders are picked, packed and dispatched according to the delivery agreement between Le Col Custom and your club.

If your order is being dispatched directly to you from our warehouse, you'll receive a shipping confirmation once your order dispatches containing your tracking details.

Please note that international deliveries may be subject to Customs delays, which are beyond our control.

If you have any questions post-dispatch, please reach out to your kitmaster initially.

Returns/Exchanges

Due to the nature of Custom kit, we cannot facilitate returns or exchanges.

Please refer to your kitmaster if you have any further questions!

SIZING

How do I know which size to purchase?

You can find our size guides on individual product pages.

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If you have any specific questions on what size in an item would be best suited, feel free to reach out to the team by submitting a query

RETURNS

How do I return an item?

Got an item you’d like to return? Don’t worry – we've got an easy way of returning your items to us here at Le Col.

If you are not 100% satisfied with your purchase, you have up to 60 days to initiate your return from the moment your Le Col order is delivered. Check out the information below to ensure you know just how to return your items, it’s easy – we promise! All items should be in ‘as new’ condition, both unwashed and unworn, with all tags attached. When returning items to us, please ensure they are well packaged and protected.

If you believe you have received a faulty item, please report it to us here – confirming the production code on the white label inside the item (if applicable) and attaching some photos of the affected area(s). Depending on the fault, we probably won’t ask you to return it to us, so please do not register a return/exchange against the item unless advised to do so by a member of the team.Please see lecol.cc/returns for more information.

Got a faulty item?

We're really sorry to hear this! In the unlikely event that your product has suffered a manufacturing fault within 12 months from date of purchase, we guarantee that we will repair or replace the item if confirmed by us to be faulty. Le Col reserves the right to reject any warranty claims. Please contact our Customer Operations team immediately with the following information:

  • Your order number (found on the original order confirmation)
  • Which item is damaged
  • A description & photo

Please do not return any faulty goods unless advised by a member of our Customer Operations team as it may result in a slower resolution time. Unless proof of fault has been acknowledged by us we cannot action a refund, credit or replacement. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.  

Do you offer a crash replacement service?

If you have an accident and damage any Le Col kit you’ve bought from lecol.cc within the last 12 months, we are happy to offer our crash replacement service where you can get 50% off the RRP of a like-for-like item – you can submit your crash replacement claim here, including details of all items impacted and any relevant order numbers.

STRAVA

How do I participate in the Le Col Strava challenges?

Firstly, make sure you're a member of the Le Col club on Strava https://www.strava.com/clubs/88156 to be the first to hear about our upcoming and current challenges.

You'll be able to register to join the challenges as soon as they're announced and once you've completed the requirements of the challenge, you'll be able to redeem your £50GBP reward for your efforts!

Why aren't my activities counting towards the Strava challenge?

For us to recognise your efforts in the Strava challenge, you'll need to change your privacy settings for the individual rides to “everyone”.

Once you have done this you will see that your kms will log against the challenge and once you’ve completed it, you’ll be able to redeem your reward!

How do I apply my Strava code to my order?

For the Strava reward voucher to work, your total basket value must be over £100GBP.

To redeem your voucher, please checkout on your order - entering the code into the “Gift card or discount code” or "Please enter coupon code" box and hit apply - this will deduct £50 (or local currency equivalent) from the total order value.

Please note: Your Strava Code is for one time use only and cannot be used in conjunction with any other offers that require a code.

If you're purchasing in a currency other than GBP and are getting an error message, please try to add an additional item to your basket as currency fluctuations may mean that the items in your basket don't quite meet the £100 GBP threshold for the voucher to work.

Please see the Strava terms and conditions here for more information.

How do I redeem my Strava challenge reward?

Well done on completing the latest Le Col Strava challenge!

Please claim your voucher via the Redeem Reward button on Strava or in the challenge completion email you receive. Your unique voucher code will be sent via email but you can also click through to the website and it will apply automatically for you.

Please contact us if you're having any issues!

What are the terms & conditions of the Strava challenges?

More information on the Strava voucher can be found here: https://lecol.cc/pages/strava-challenge-t-cs, but the most important bit is as follows:

Reward & Prize Information

  1. Reward: Each Finisher will receive a £50 Le Col discount voucher code. The £50 discount voucher requires a minimum order of £100 (so a minimum spend of £50 with the reward applied). If items purchased with the voucher are returned only the discounted price will be refunded. The unique discount code can only be used once per person. Only one discount voucher can be redeemed per single transaction. The offer excludes the purchase of gift cards and our custom kit. Vouchers cannot be exchanged for cash. We reserve the right to withdraw, alter or decline this offer without prior notice.
  2. International Strava vouchers are subject to currency rate fluctuations and as such we cannot be held liable for discount codes under-indexing amount advertised in $ & €.

PAYMENT

Which payment methods are available?

We offer payments via debit/credit card, Paypal and Google Pay. Some international countries offer additional methods such as Klarna, Multibanco etc. The available payment methods for your location will appear at checkout.

All payments made via the Le Col website are encrypted using secure technology and your card details are not retained or visible to Le Col employees.

All orders will be charged for in the moment that the order is placed - including orders containing pre-order items.

Can I buy a gift voucher?

Shopping for someone else but not sure what to give them? Give them the gift of choice with a Le Col gift card.

We offer gift vouchers in the UK only - from the value of £10 up to £200 which can be purchased here: https://lecol.cc/products/gift-card?variant=617677488147

How do I apply a gift voucher to my order? (UK customers only)

If you've received a gift card, you'll need to enter the code as part or full payment towards your order. Paste the code into the "Gift card or discount code" box and hit apply. This will deduct the product value from your gift voucher. If your order value exceeds your gift voucher amount, you'll be required to complete payment for the remaining amount.

If you have misplaced your gift voucher code, please contact us and we'll resend the voucher to the original purchaser. If you are querying how much is remaining on a gift voucher, reach out to us and let us know who purchased the gift voucher for you and we'll be able to confirm.

If you return an order which has been paid for with a gift voucher, the relevant amount will be refunded back to the gift voucher when processed and can then be reused.

How do I apply a discount code to my order?

If you are using a discount code please enter it into the "Gift card or discount code" or "Please enter coupon code" box and hit apply.

The discount will automatically be calculated. Promotional codes are for one time use only and may not be used in separate orders or applied to different products. Multiple discount codes cannot be combined or stacked in a single order.

If you're using a Strava reward, please note there is a minimum spend of £100GBP required (before the discount is added) for this to work. If you're having trouble using a discount code, please check the expiry date and any conditions linked to it before you contact us.

Can you send me an invoice?

Yes of course we can! Please contact us with your order number and we'll provide any relevant invoices/receipts you require.

NEWS

Can't find what you're looking for?

 

 

 

We will aim to get back to you within 2 working days.

Please do not contact us multiple times about the same issue, we will get back to you as soon as we possibly can.

Thanks for your patience!