FAQ

Frequently asked questions

Product Questions

How are your garments decorated?


All of our garments are decorated here in our workshop in Whitstable using hand screen printing, embroidery or heat transfer techniques. Our t-shirts and sweatshirts are always hand screen printed using waterbased inks but we sometimes use embroidery to add small details and subtle touches. The heat transfer process is only ever used used to apply our brand labels, for example on the inside of the neck.




Where are your base garments sourced from?


All of our blank, base garments are sourced from suppliers within the UK that we have had long standing working relationships with. Using these reputable UK suppliers guarantees that the base garments have reliable, ethical manufacturing origins that adhere to the Fair Wear Foundation and Fair Labour Association rules. These bodies ensure good working conditions and situations for garment workers.




What are your garments made from?


Our garments are made from either 100% high quality cotton, or cotton/polyester blends when marl fabric is chosen. The garment material composition is always noted within the description of any product on this website. All of our garments adhere to the Fair Wear Foundation and Fair Labour Association rules. These bodies ensure good working conditions and situations for garment workers and ensure the quality of any materials used.




How do I choose which garment size is going to be best for me


There is a size guide that can be accessed from any of our product pages. This guide offers actual garment measurements as well as suggesting what size of chest circumference each size would suit. The best method of finding the correct size of garment for you is to take the measurements shown on our size guides and compare them to your favourite garment that you already own. This way you should be able to find the size that you will be most comfortable in.





Ordering & Delivery

What delivery options do you offer?


We offer a total of three different delivery options for UK based orders plus a European delivery option and a Rest of the World delivery option for orders placed from outside of the UK. The three UK delivery options are our Free Standard Service (2-5 day delivery), our Next Day Service (priority picking and next day delivery) and our Express Next Day Service (priority picking and guaranteed before 1pm next day delivery)




How long do your delivery services take to arrive?


Our "Standard" UK delivery service takes between a maximum of 2-5 business days to arrive after the order has been placed. However, often this service delivers orders on a next day basis, although this isn’t guaranteed. Deliveries for this service will generally be made on a week day but occasionally can be made on a Saturday morning Our "Next Day" UK delivery service receives priority picking and is sent out for next business day delivery. This is particularly useful if you are in a bit of a hurry for an order and need your item jumped to the front of the queue from a picking perspective before being sent out via a first class, next day delivery service. Deliveries for this service will generally be made on a week day but occasionally can be made on a Saturday morning Our "Express Next Day" UK delivery service receives not only priority picking but is also sent out on a guaranteed before 1pm next business day delivery schedule. Guaranteed Saturday delivery is also offered within this service. The delivery timescale for our "International" delivery service depends on where in the world you are ordering from. Typically European based orders will take between 3-5 business days to be delivered. Orders from the rest of the World outside of the UK and Europe typically take between 5-7 business days for delivery. All orders received before 12 midday (on working days, not weekends) are shipped out on the same day with orders received after this time being shipped on the next working day. If you need an order urgently we suggest choosing one of our next day delivery services.




How much do your different delivery services cost?


Our "Standard" UK delivery service is free of charge for all orders. Our "Next Day" UK delivery service is charged at £5.00. Our "Express Next Day" service is charged at £10 and is guaranteed to get your order to you next day before 1pm. Our "International" delivery services are priced according to where you are ordering from in the World. The shipping cost for this option is automatically calculated by our website’s shopping system and will adjust the shipping total at the checkout stage of ordering.




Do you have a order cut off time for same day dispatch?


All orders placed before 12 midday on a week day will be sent out on the same day. Orders placed after this time will be sent out on the next working day. Any order placed over the weekend will be dispatched on the following Monday.




I am in a hurry to get an order. Do you offer an express delivery service?


Yes, we offer a UK "Next Day" delivery service that should get your order to you by 5pm on the next working day or a guaranteed, UK "Express Next Day" delivery service that will get your order to you by 1pm on the next working day or on a Saturday. In both cases your order would need to be placed with us by 12 midday to be received on the next working day and are strictly UK only services. International next day delivery services are unfortunately not currently available.




I am non UK based. Will you deliver to me?


Yes, of course! When you are placing an order from outside of the UK our website shopping system will detect where you are shopping from and automatically adjust the shipping costs accordingly. Typically European based orders will take between 3-5 business days to be delivered. Orders from the rest of the World outside of the UK and Europe typically take between 5-7 business days for delivery.




Is the item that I would like to order in stock?


If the size option for the design that you would like to order is available to select from the drop down menu then this item is in stock. Our stock system constantly updates so be assured that the stock levels are accurate when you are shopping on our website. If a size of any particular garment isn’t available to select from the selection field then this size is out of stock.




I would like to place an order. How can I do this?


Once you have browsed our website shop and decided on which item(s) you would like then ordering is simple. On each of our product pages there is a drop down box within the item details where you can select the size of the item that you require. Simply select your garment size and hit the "Add to Basket" button. Once you have added the item to your shopping basket you can then choose whether to go to the checkout to make your purchase or to continue shopping, potentially adding more items to your basket.




How do you accept order payments on your website?


Our shopping cart is managed within our own, secure website and payments can be made either by all major credit/debit cards or via PayPal.




Am I secure when I order from your website?


Yes, of course! When placing an order and making a payment on our website you do so via our Secure Server Software (SSL) that encrypts all of your details before sending them through to us so that we can process your order. All payments are taken in line with our Privacy Policy. Details on our Privacy Policy can be found here>




I am unsure of what size to order. Can you advise?


Of course. On each of our products page there is a our size guide specific to the product that you are viewing. Within this size table/diagram we offer actual garment measurements as well as a suggestion for what size would suit different size chest measurements. From the sizing tables we provide actual garment measurement that are taken when the garments are lying on a flat surface. One good method of finding the best size for you is to take these same measurements from your favourite garment and match them up to the sizes of our garments. This way you will get as close as possible with regards to fit when ordering a new garment from us.





Returns

I have received my order from you but it isn't quite right for me. Do you accept returns?


We of course accept returns if an item isn't quite to your liking for whatever reason. As long as the garment is unworn, in the original condition, with all original packaging and is returned to us within 30 days of the order date along with our "Returns Form" then we will refund at your request. For full information on our returns procedure and to download the return form please see the following page of this website: Delivery & Returns




I would like to return an item. How can I do this?


Just simply pack the garment back up in its original packaging and send back to us at our workshop. We advise that a recorded delivery service complete with proof of purchase is used in case of rare return delivery problems. Ensure that the returns form is downloaded, completed and included within the return parcel and that you send back the item within 30 days from your original order date. Full returns details as well as the returns form download can be found here




I would like an exchange/refund for my returned order. Is this possible?


We only offer refunds on returned garments. If you require a different garment then we have found the most efficient way for you to do this is to return the unwanted item to us for a refund and then place another, separate order for the garment that you would like instead. We have found this method, especially during very busy periods, to be the most efficient and helps avoid items going out of stock while your returned garment is in transit back to us.




I have worn my garment. Can I return it for a refund?


Unfortunately no. We will only accept garments back that are in an original, unworn condition, with all of the original labels attached, devoid of heavy scents (such as perfumes or storng cooking smells) and deodorant marks and are folded neatly. We would need to make the returned garment available for re-sale so worn items can't be accepted back on the grounds of hygene regulations.




How long will a refund take?


Once we have received the item back we will inspect it. If the return is deemed acceptable for return we will process a refund within 3 working days of us receiving the item back. Once processed refunds can take up to 3 working days to appear back in the customers bank account.




Who pays for return postage/shipping?


All returns are at the customers expense.




Who takes responsibility for return postage/shipping?


Return shipping is the sole responsibility of the customer until the returned item is received back on the premises of The Solitary Cyclist. Return shipping includes the time that the item is in transit with The Solitary Cyclist taking responsibility only once the item is delivered at The Solitary Cyclists premises.




What return shipping services are recommended?


We recommend that a recorded, tracked and signed for delivery service is used when making a return. This ensures that the sender is covered by the delivery company if there are any rare errors within the process of return shipping.





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© 2018 by The Solitary Cyclist. Proudly created by Seth Kay Design

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