FAQ

Brexit Information: 

The UK left the EU on January 1^st 2021 which means we will no longer be shipping to the EU via A7 UK. But don’t worry EU customers have their own dedicated store at A7Europe.com. If you are shopping from the UK or outside of the EU you can still shop at A7 UK.

Resale Policy: 

We allow resale of our products ONLY by authorised distributors through the designated websites below. Any reseller or distributor of our products (including collaborations) has to have our written/contractual consent prior to any resale or distribution of A7 products. In the event any reseller or customer violates the Resale Policy, A7 reserves the right to pursue legal action against the reseller. For collabs and custom requests please head to a7.co and fill in the "Custom Gear" form. Someone will then be in contact with you about your enquiry 

Headquarters: A7 USA

Our authorised distributors are: 

• A7 UK
• A7 Europe 
• A7 Canada
• A7 Oceania
• A7 Taiwan
• A7 Japan
• A7 Singapore 

Brand Protection:

We are committed to providing our customers with the highest quality product. From time to time we are made aware that imitations of our products may be produced and sold. We own several patents and trademarks and take the issue of counterfeiting very seriously and do our best to legally address each infringement.

Shipping:

• All orders are typically shipped within 3 business days of payment unless there is a complication with your order, in which case you will be notified.
• The shipping cost is based on dimensions and/or weight of the items purchased.
• We offer pre-sale/ pre-order collections, where the shipping date is determined individually and is listed in the product title or description. 
• Please allow for 10 business days for processing time during/after holidays, sales or special events.
• We do not guarantee arrival of shipments in time for any holidays, competitions, birthdays, etc. However, we do always try our best to accommodate requests and can advise the best shipping options if your order is time sensitive. Please email hello@a7uk.com for more information or specific requests. 

Domestic Shipping Options (within the UK):

• Royal Mail Tracked 24 and Tracked 48
• Fedex Next Day (Excludes Saturday Delivery)
• DHL Express Next Day (Excludes Saturday Delivery)
• Any orders placed before 11am will be processed the same day Monday to Friday. We do not process orders over the weekend.

International Shipping (outside UK):

• We offer shipping to most Non-EU countries. If you are based in a Non-EU country and do not have a shipping option at checkout please reach out to hello@a7uk.com. All EU countries please visit A7Europe.com.  If you are purchasing outside of Europe please review our regional distribution stores at A7.co or via our distributor tab on our website as we have several regional distributors: A7 UK, A7 Europe, A7 Canada, A7 Oceania, A7 Japan, A7 Singapore
• We offer international shipping options:
• Royal Mail International 
• FEDEX Connect, Priority and Cross Border
• DHL Economy and Express
• Deutsche Post
• Please not your shipping options may vary dependant on the destination country
• International delivery times vary defendant on destination country and the service chosen. International tracking is provided.
• Customs, duty and VAT charges may apply depending on the destination country.
• Deliveries may be delayed due to Customs clearance that does not adhere to any time frame, and can prolong delivery.
• It is not uncommon for Customs agencies to take beyond 30 days to process some shipments, especially during high volume seasons like holidays. Neither A7 UK or the shipping carrier have control over the length of time it takes to clear Customs.
• No refunds or returns will be accepted for Customs fees paid or refusal of the package by not accepting Customs fees.
• International orders will not be refunded for prolonged shipping as a result of Customs processing or delivery issues. The delivery and customs processing time varies and is unavoidable.
• International shipments are only able to file a lost package claim 120 days after shipment.

Return/Exchange Policy:

• We do not offer exchanges at this time. If you wish to make an exchange inside the UK please send an email to returns@a7uk.com to receive a returns reference code. You can then generate a return label via the A7 UK Royal Mail Returns Portal. Please then place a new order for the desired item via the website. This will ensure faster delivery of the desired item.  
• We can not offer returns for any orders delivered outside of the UK.
• We offer returns for refund or store credit.
• We must be notified via email to returns@a7uk.com or hello@a7uk.com before the returns process can begin. For UK orders, we will provide you with a returns reference that must be submitted in the A7 UK Royal Mail Returns Portal. We do not accept returns without notification.
• Returns are only granted within 14 days from the order date. This allows for ample time to inspect the products before use. For orders placed from November 1 - December 31, you have 60 days to process a return.
• We DO NOT offer returns for collabs, discontinued items, clearance items or purchases made using coupon codes offering a higher than a 20% off discount.
• We DO NOT offer returns or exchanges for men's briefs. hats or socks for hygienic reasons.
• The shipping cost for the returned item will be deducted from the refund or store credit. Within the UK this is £2.99 for refunds and no charge for credit notes. 
• The returned items must be unworn. Returned items must have the original packaging (tag and bag). The item must NOT be washed or dried and NOT have any smell, animal hair, chalk or deodorant stains on it in order to be refunded. No refunds will be granted for returns that do not meet this policy.
• Products may be tried on for sizing, but not used for a workout.
• If returning a belt, the leather and the buckle must not have any blemishes, scratches or impressions on it.
• If returning a lever belt, please make sure to secure the lever with bubble wrap to avoid any damage during transit.
• If the product does not meet the return criteria, we reserve the right to reject the return.
• If the product is returned in an unacceptable condition, we will not be able to ship the item back to you and reserve the right to discard the item.
• Your return request will be automatically cancelled if we do not receive shipping confirmation for the returned item within 30 days of the notification email you sent to returns@a7uk.com.
• Be sure to carefully select the right size by following our size charts provided BEFORE you checkout. The general rule is to compare our size charts to the measurements of well-fitting clothing you already own and choosing the closest size, up or down, depending on your fit preference. If you have sizing questions please feel free to reach out to hello@a7uk.com.

If you received...

(a) Defective Item

In the event an item(s) is defective upon receipt or has a manufacturing defect, a refund or exchange will be granted upon inspection of item(s). Prior notification of the defect must be sent via email to hello@a7uk.com. We will not be able to issue refunds on defective items without prior notification.

(b) Wrong Item

In the event that you received a wrong item(s), we will send you a replacement. Once we have received the item(s) or proof of the wrong item we will ship out the correct item(s) within 3-5 business days; dependent on current stock. Prior notification of this issue must be sent via email to hello@a7uk.com. We will not be able to issue refunds without prior notification.

(c) Missing item(s)

In the event that you are missing items in your order, once we are notified we will ship out the missing items within 3-5 business days; dependent on current stock. Please notify us of this issue via email to hello@a7uk.com.

Care Instructions:

Care instructions for t-shirts, tanks, hoodies, joggers and shorts:

• Machine wash cold with like colours
• Do not bleach
• Tumble dry low
• Do not iron

A7 CONE Knee sleeve care instructions:

• Machine wash on delicate cycle
• Use mild detergent - NO bleach
• Wash with like colours
• Hang dry - do NOT use the dryer
• Make sure the sleeves are fully dry before using them again

Contact:

Please email our Customer Service Team at hello@a7uk.com if you have any questions or concerns.