Frequently Asked Questions
Getting Skates To Fit
What size skates should I order?
Skate sizing isn't the same as trainer sizing, and it isn't the same across skate brands either. So treat the size on the box as a starting point.
The most reliable thing you can do is measure your foot. Stand on a piece of paper in your skating socks, mark the back of your heel and the tip of your longest toe, then measure the distance in centimetres. Send that to us in an email along with the model you're looking at and we'll tell you the best size to go for in any given model.
I've got my skates. How should they fit?
Follow these steps:
- Lace all the way to the top.
- Secure all straps and buckles.
- Your toes should touch the front lightly. Your heels shouldn't lift when you move.
- When you bend into a squat, your toes should pull back slightly.
- Walk around on carpet or a smooth indoor floor to feel the fit before hitting harder surfaces.
- It's normal to have some pressure points. These often ease after a few sessions.
- Skates take 10-20 hours of skating to fully bed in. Once they have, you'll have an extra 5-10mm of room inside the boot, which is roughly half a size.
If you're still unsure after that, give us a call and have your skates with you. There are a few more tests we can run through over the phone.
I purchased the wrong size, can I swap for the next size up/down?
If you are in the UK, we offer a free size swap. If you are an international customer, you can return for a refund only (and re-purchase the replacement size as normal via our website).
How Can I Pay?
What credit and debit cards do you accept?
Any major debit or credit card, including American Express.
Can I use Klarna?
We offer a pay-in-3 option through Superpayments that works just like Klarna's 3-month 0% interest plan. Just select Pay-in-3 at checkout.
Can I pay over the phone?
We don't have a card machine in the office, but we're happy to take payments over the phone if you're okay with us processing the payment through the website as usual, using your details.
There may be a few extra steps on your side, such as confirming the purchase via your banking or authenticator app. We don't have access to those of course, so we won't be able to help if your bank requires this.
Is your website safe to use?
We use Shopify as our platform, and they're about as safe as it gets: Level 1 PCI DSS compliant.
Straight from Shopify themselves: "This compliance extends to all online stores powered by Shopify. We are very serious about securely hosting your online store and have invested significant time and money to certify our solution is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work really hard to ensure our shopping cart software and ecommerce hosting is secure."
Making Changes To An Order
Can I cancel my order?
We can cancel an order if it hasn't been scanned by the courier yet. Once the parcel leaves our warehouse, we can't recall it. If that happens, you'll need to wait for delivery and then return the order for a refund.
Can I add or change the items in my order?
We can only make changes to orders for a short window after they're placed. Once we've processed the shipping label, we can't edit your order.
Can I change the shipping address?
We can only edit the address of an order if the shipping label hasn't been processed. If the label has been processed and the parcel collected by the courier, you'll need to cancel and reorder.
We can't change the delivery country at any point.
Delivery
What couriers do you use?
In the UK we use DPD and Royal Mail. All international orders are sent with FedEx and FedEx Express.
When will I receive tracking?
Tracking is sent to the registered email and/or mobile number when we create the shipping label. There can be a delay between you receiving the tracking and it starting to update. Tracking updates happen each time the courier scans the parcel, and the first scan is usually between 2pm and 4pm GMT on day of dispatch.
Do I have to pay customs and duties on delivery?
No. Depending on which country you order from, all fees and tariffs are either built into the product price or shown to you at checkout. You'll never be asked to pay anything when your item arrives.
—Fees built into product price
USA
Middle-East
Brazil
—Fees shown at checkout
EU
Mexico
Japan
Singapore
Paying these fees speeds up the delivery process and often works out cheaper than being charged at import.
Will I get everything in one box?
If you've ordered multiple items along with a pair of skates, we pack the smaller items into the skate box. This sometimes means we need to break the seal. If you'd like a sealed box, please email us with your order number as soon as you've placed it and we can sort that for you.
When You Have Not Received Your Order
My order still has not arrived, what do i do?
You've probably already looked, but it's worth double-checking your parcel's tracking info, which is linked in the dispatch email we sent. If you haven't received your dispatch email from us, it might be in your spam folder. And if it's not there, email us at hello@locoskates.com.
My tracking say's delivered but I still have not received it
The first thing to do is check any 'safe places'. Previously selected safe places might still be saved in your delivery preferences. Next, check with your neighbours in case your parcel was left with them while you were out, you couldn't hear the doorbell, or the courier accidentally went to the wrong house. If your parcel still hasn't turned up, drop us a message at hello@locoskates.com and we'll help you straight away.
Returns & Exchanges
Can I return my order for a refund?
Yes. Please use our returns portal here
Can I use "size swap" to exchange for something different?
If you'd like to buy something different from what you ordered, you'll need to select return for refund or return for store credit and make a new purchase.
Can I process and exchange if I am an international customer?
Size swaps and exchanges aren't available for international customers. Please select return for refund or return for store credit, then re-purchase the item in the new size required.
I want to swap sizes but it is unavailable. What do I do?
The best thing to do is to call or email us and ask about future availability. In many cases we can add the size back in stock so that it's available for you to select and order in, ready to make the swap when your return arrives. In some cases we may not be getting that model back into stock, and we can suggest something else or similar. Or, you can return for store credit and receive an additional 8% to purchase something else.
Bulk Orders, Events & Sponsorship
I'm starting a roller disco, can you help with skates?
We are primarily a B2C but we've been able to help lots of organisations, schools and discos with bulk purchases. Please send an email to hello@locoskates.com and we'll try to help as best as possible!
Can our skate school get a discount code?
We typically aren't able to offer discounts for guards and attendees at skate schools. That said, we'd be happy to discuss your specific situation, please email us with any details about what you're looking for.
Can you sponsor our event?
We focus our sponsorship on inline skating-specific events, as that's where our expertise and passion lie. If you have an event that aligns with our mission, we'd love to hear about it! Please email hello@locoskates.com with the details. We can't commit to every opportunity, but we'll absolutely explore how we might be able to support you.