⬅ BACK TO CUSTOMER CARE HUB

Step 1.

👉 Download your returns form here:

⬇ CUSTOMER RETURNS FORM ⬇

Complete Your Returns Form to help us process your return as quickly as possible, please include a completed returns form inside your parcel. Including the form helps us identify your order quickly and ensures a much smoother returns process.

No printer? No problem.

You can include a note inside your parcel with the following details: Your name, Order number / Invoice number if you have it, Contact details, Item(s) being returned, Reason for return.

The more information you include, the faster we can process your return.

Step 2.

If you can please send us an email to service@ghostbikes.com to let us know you will need to return your item and the reason why, so we can anticipate your return and prepare in advance.

Step 3.

Return Your Parcel!

Returning a parcel

When an item is Faulty 

If your item is faulty, you may qualify for a pre-paid label, please contact our customer service team before you return your item for the best way to proceed.

Free Returns (Orders Over £25)

Returns are free of charge when:

1. Your order value exceeds £25, and
2.You use our Royal Mail returns service and if your items weight / dimensions meet the service terms and conditions.
3. Returning an item with the UK

When you don't qualify for a free returns service 

If you do not qualify for a free return you can simply send the item back to us via your preferred method, however we do recommend you use a traceable service so that you can track your items.

If your order value was under £25 and you use our Royal Mail returns service, a £3.99 returns fee will be deducted from your refund.

Exchanges

We no longer offer direct exchanges. Due to the fast-moving nature of our stock, we’re unable to guarantee that the item you want in a different size or colour will still be available by the time your return is received and processed.

To keep things simple and avoid delays, we recommend returning your original item for a refund and placing a new order for the item you require. This ensures you secure the correct size or colour straight away and allows us to process your return as quickly and efficiently as possible.

Free Returns via Royal Mail

Using the Royal Mail Returns Service - Please use the following link to access this service

Royal Mail Click Here To View

If you choose to use our Royal Mail returns service:

1. Please ensure your parcel is packaged securely
2. Include the returns form or a note with key order information as specified in step 1
3.You must obtain and keep your proof of postage / tracking receipt

This service is provided for your convenience, however the parcel remains your responsibility until it is received by us. We strongly recommend keeping your tracking details safe until your return has been processed.

Using Your Own Courier

You are welcome to return your item using your own courier if preferred.

Please note:
1. We recommend using a tracked service

2. We cannot be held responsible for items lost in transit without proof of delivery
3. Return costs for alternative services will not be covered unless the item is faulty or incorrect
4. If your parcel exceeds Royal Mail size or weight limits, you will need to use your own courier. In these cases, we are unable to cover return costs.

Our Returns address GHOST WORLDWIDE LTD c/o Experience Logistics Ltd
Building 1 (leave with reception)
Swan Mill
4 Higher Swan Lane
BOLTON
BL3 3AQ

Faulty or Incorrect Items
If your item is faulty, damaged or not as described:
1. Please contact our customer service team before returning your item
2. Where possible, include photos so we can assess the issue quickly

We will advise you on the best return method and ensure you are not out of pocket.

Our Returns Policy

30 Day Returns & Exchange For New Purchased 

In additional to your statutory rights (please visit our cancellations page), we provide our customers an extended period of 30 Days from the date of purchase to return their item for a full refund or an exchange. During this time you have a duty of care towards the product. We would appreciate if all labels & tags are kept intact and original packaging is returned in an unused condition.

Returning A Faulty Product 

If you have a faulty item to return, we recommend you contact our customer service team first and email images of the fault before you send the item back. In our experience we have found we can resolve a lot of issues without the need to have the item back first - this means less less costs to both us and our customer and in most cases a much faster resolution.
We aim to turnaround any warranty / guarantee claims very quickly however, In some cases some of our manufacturers like to see the item which may cause some delay. If this is the case we will keep you informed.

Free Gift Returns 

If your original purchase includes a free gift or gift voucher, you must return the free items back when you are returning the original item. If a free voucher was supplied and already redeemed this will be deducted from your refund.

Use a tracked / signed for service to return your item 

We recommend that you use a tracked for or signed for service when returning your goods back to us, or take advantage of our Royal Mail (free if you qualify or just £3.99) as this provides you with a proof of return. We can not be held accountable for goods that have been lost in transit regardless of service used as the free service is offered as a gesture of good will.

Devalue Charge of Helmets & Goods When Reasonable Care Not Taken 

Whilst the majority of our customers return their goods back to us in a brand new, unused condition with all tags & original packaging intact, In recent times we have noticed an increase of customers returning used / damaged items back to us within our generous 30 day returns & exchange policy. It is with regret we will now enforce a devalue charge depending on the condition of the item that has been returned back to us. Please remember whilst the item is in your possession you have a duty of care towards it.

It is extremely important that if a helmet is purchased that the visor stickers and tags are not removed, if there is any damage to the helmet you will only be part refunded.

The devalue price will depend on the helmet or goods purchased and the damage/condition it is returned in.