FAQs

CHRISTMAS ORDERING AND SHIPPING 

We're open until 20th December, and we'll continue shipping right up until that date - however - in order to get your items before we close up, then we've put below our advisory dates for the type of item you order.   We've added on extra days for shipping based on what we usually advise, as our couriers will be extra busy, however as always, once we've shipped the item then we have little control over how long it will take.  

Custom Items - this is anything that we make just for you, usually with either a team logo, or your name and/or number, including items in your team store, scrimmage shirts, arm bands, sleeveless hoodies and officials gear. 

Please order on or before: 

UK - 28th November 

EU - 24th November 

Rest of Europe - 21st November 

USA and Canada - 11th November 

Australia and New Zealand - 4th November 

Rest of the World - if you're based outside of these regions, please get in touch for our delivery times

Apparel - anything from our apparel department - if you order by 14:00 then we'll usually ship the same day (or on a weekend, the next working day), if you order after 14:00 then we'll usually ship the next day. 

Please order on or before: 

UK - 16th December

EU and Rest of Europe - 12th December 

USA and Canada - 9th December 

Australia and New Zealand - 5th November 

Rest of the World - if you're based outside of these regions, please get in touch for our delivery times

For any returns, we usually require you to let us know about any issues within 14 days of receiving it, however, for Christmas orders our returns period is extended to 9th January - full details of returns are on the delivery note in your delivery. 

ORDERING AND SHIPPING 

How long will will my order take? 

As we make everything totally custom, it takes us 4-8 weeks to make your order.   Every order has to be created as an electronic file (with your size, shape, name, number etc), printed out onto paper, pressed onto fabric, cut out, stitched together, pressed and then dispatched.  

As our production time will vary on the time of year, we'll keep this page updated with our current turnaround times.  If you have a game coming up within 4-8 weeks that you'd like your order for then please get in touch with us in advance and we'll see what we can do - sometimes we can get things done pretty quick, and get things done sooner.   

NOVEMBER UPDATE: Our current turnaround is averaging 4-5 weeks, before dispatch.  [updated 26 November 2022]

What shipping method do you use and how long does it take?

In the UK, we use DPD next day delivery service, once we have dispatched your order, you'll get an email from us confirming it's been dispatched.  You'll then get a text message or email from DPD the following day, confirming the day/time of delivery - we use a next day delivery service so this will usually be the next working day.  If the day/time isn't convenient, then you can reply to them to rearrange delivery, change the address or deliver to a neighbour, safe place or local collection store.   

Outside the UK, we use either DPD or Royal Mail tracked service.  Once we have dispatched your order, you'll get an email from us confirming it's on its way.   Then, when it arrives in your country, you'll get tracking info - and you may also be contacted by the courier regarding any taxes due (see our question below on shipping to the EU).  

Average Delivery times once your order has been dispatched: 

Belgium, Denmark, Germany, Netherlands, France 3-4 days 

Finland, Sweden, Spain, Italy 6-7 days 

Estonia, USA, Canada, Norway 9-10 days 

Australia, New Zealand, 10 - 14 days 

Please be aware that these are advisory times based on how long our couriers usually take and not guaranteed.    

How much is shipping? 

We ship worldwide, and offer a flat rate shipping - which means that your shipping doesn't increase with the amount you order, for UK and European customers we also offer free shipping over a certain value. 

UK shipping £3.95, or free shipping over £95

Europe £13.95 

USA & Canada £15.95 

Australia & New Zealand £17.95

If you live somewhere else - then please let us know and we will be happy to confirm your shipping rates.  Please be aware, that for all our customers not in the UK, you'll pay our tax-free prices, but you may have to pay local taxes when the goods arrive with you.

Which countries do you ship to? 

We ship worldwide!  We think we have most countries set up on our web store, but if you have any issues ordering from our web store and delivering to your country then let us know and we'll set it up. 

How do I order uniforms for my team? 

You just need to get in touch with us, and we'll set up a uniform store for your team, so that your members can order their uniforms, hoodies, arm bands, helmet covers and more, whenever they want.  For more detailed info about our uniform process, please head to our uniform page here

Where do you make your products? 

Right here at RDC in Plymouth, England.  

Can I still order from the EU after Brexit?

Yes! Now that the UK has left the EU, all our EU customers can order in the same way as the rest of the world.  This means, that anything you order will be tax free (so approximately 20% less than our previous prices to you).  

For example,  before Brexit our uniforms were £35, this included £5.83 of VAT (tax).   Now, when you pay for your uniforms on our web site they will be £29.17 (the price will change when you enter your delivery address at the check out), and when the uniforms arrive in your country, the customs authority will charge you the tax, usually around £5.80 - £6, depending on your local tax rates.  So the total price you pay, will be what our UK customers pay, but you'll pay it in two different places. 

Some customs also charge an admin fee, this is usually a few cents per item - although if you order a big team order in one go, this may be higher.  

There is another kind of tax, which is 'import tax' however, you only pay this on items that are made outside of the UK, but because we make all your uniforms here in Plymouth, England, you won't have to pay this kind of tax.  To make sure that happens, we put a customs form onto your parcel, which is a 'certificate of origin' and confirms that we make the uniforms in the UK, so the customs people do not charge you import tax. 

You can read about it in full in our blog post here

And, we're also pleased to let you know that we are currently applying for tax registration in the EU (it takes a while!) after which, we'll be able to ship your goods with all taxes paid.  

PAYMENTS AND DISCOUNTS

What payment methods do you accept?  

Our web store uses Stripe or Paypal.  Stripe, is a secure payment processor, and accepts all major credit and debit card payments including Visa and Mastercard.  You don't need to have an account with Stripe to use it.  

For UK customers, you also have the options of PayPal pay in 3, which means you can spread the cost of your order over 3 months, just choose PayPal as your payment method and go through the steps, then just before confirming your payment you'll have the option to choose pay in 3.  There's more detail on our blog here 

How do I use a discount code?

There's an option to enter a discount code at the check out. 

How do I get a discount code?

We share discount codes on our social media platforms - you can follow us on Instagram here, and on Facebook here. Our Ambassadors on Instagram also have their own discount codes, and you can find them on the hashtag #RDCambassador

RETURNS

We want you to be happy with everything you order from us, and if you're not then lets get it sorted out. 

Custom Items - this is anything that we make just for you, usually with either a team logo, or your name and/or number, including items in your team store, scrimmage shirts, arm bandssleeveless hoodies and officials gear. 

If your garment is faulty in any way, e.g. a misspelling of your name, incorrect logo, stitching etc, then please let us know within 14 days of receiving it, and we will offer a refund or replacement.  In most instances we won't need you to return the items, so please get in touch with us first. 

Please be aware, if you wait longer than 14 days to tell us of any issues then it makes it so much harder for us to fix up and we may not be able to help you after this time.  If you're placing a team order and/or about to go on a summer/winter break from training then you may want to take this into account at the time of your ordering.  

If your garment develops a fault after 14 days, then please get in touch with us as soon as you can, and we will replace or fix up the garment for you. 

Apparel - anything from our apparel department 

If your item is the wrong size, or you just don't like it, then you can return it to us for an exchange or refund, the items must be unworn.  If you order an item and it's faulty, then we can offer an exchange or refund too - all all cases, you must let us know you want to return the item within 14 days.   If you contact us after this time, it makes it much harder for us to fix up and we may not be able to accept the return. 

MERCH

I used to order merch and team scrimmage for my team from you, but the merch pages have disappeared? 

During the pandemic we were hit hard as a business - with no one able to play roller derby or run boot camps or training sessions, we had very few orders for team uniforms.  We had to react and diversify, and make some big decisions in order to keep RDC alive.   Fortunately, as well as running RDC we also run a general printing business called Custom Merch.  During the pandemic Custom Merch continued to operate as a lot of our clients are online retail brands who continued to order from us.  We had to say goodbye to a couple of our RDC staff, and then re-purpose the remaining people into Custom Merch, as this was the only way we could keep our people employed, pay their wages and as a business cover our costs like rent, utilities and taxes.  We also had to think long and hard about the products we offered, and how viable they were to continue to offer to our customers with a reduced crew.  The results are that we can no longer offer short runs of merch, and the labour intensive nature of offering merch customised with names and numbers are no longer viable for us to do.   We still print merch through our Custom Merch business, however, our minimum orders are 30 per design/garment, and no customisation - if you are looking for merch like this, for your team or maybe your own brand or business then get in touch with us and we'll share all the details.  

We are continuing to make team hoodies, sleeveless hoodies, uniforms and scrim wear so we can cover your team's clothing needs. 

What about team scrimmage and custom scrimmage tops?

In addition to the pandemic affecting us, we've received feedback from the roller derby community about issues with our custom scrimmage and team scrimmage options.  To fulfil these kinds of orders we would order in garments from our suppliers, however these were limited to a very narrow size range of s-xl or xs-2xl, with limited options outside of this.   We want to make garments that fit everyone within the roller derby community, and now we're proud to offer our scrimmage range in sizing 2xs-6xl, in curve and straight fits and in regular and cropped lengths. Our fabric is also velcro resistant, lightweight, stretchy and sweat wicking, and because we sublimate your logo, name and numbers into the fabric (rather than printing on top) the whole garments stays sweat wicking.  We're also working towards our range becoming gender free, an issue that's important to us (please bear with us, we're working on this and learning about the best way to name our products to be gender free whilst still being meaningful for all our customers to understand). 

You can order your own scrimmage tops from our wide selection of designs here, including an option to order with your team logo on too just here.  Full colour logos are welcome!  If you'd like to design your own team scrimmage wear, then get in touch with us, and then we'll set up a private team scrimmage store that your skaters can order from - there's no minimum order, so skaters can order whenever they like, without your team having to coordinate an order.  

MORE QUESTIONS

If you've got a question that we've not answered here, then get in touch and we'll be happy to help.  You can send a message via our contact form here, email us at info@rollerderbycity or call us on 01752 267 405  outside of the UK on +44 1752 267 405.