FAQs

What delivery options do you offer?

Within the UK we offer Royal Mail 48 Tracked and Signed  For Delivery and at an extra charge a 24 Tracked and Signed Service for orders received before midday (12 noon) UK time on the business day prior to required delivery. Please see our Delivery Policy for more details.

How quickly do you dispatch your items?

Once payment is received, we dispatch same day Monday to Friday for orders received before midday (12 noon) UK time or latest within 24 hours of receipt.

Are items dispatched on weekends and public holidays?

No. We can only dispatch on business days, namely when the Royal Mail service is in operation.

At what time might my order be delivered?

Within the UK, your order may be delivered to your chosen delivery address by Royal Mail at anytime between 7am and 9pm and a signature will be required upon receipt. If you are not available to take delivery of your parcel, Royal Mail will leave a calling card explaining how and where you can collect it.

To which destinations do you dispatch?

We dispatch to any destination worldwide; please check the delivery charge applicable to your country before buying.

What should I do if my item has not arrived?

The vast majority of items dispatched arrive at their intended destination within a reasonable time frame. If however your item has not arrived within a reasonable time period based on your location, please follow the below guidance:

For UK based customers:

Please allow someadditional working days for the delivery to be made as Royal Mail does not commit to a specified delivery time unless you opt for the Next Day Guaranteed Service at additional cost (they target 3 business days but it can take longer).

If the item is still not received within a reasonable time period, please contact us to obtain a tracking number for your shipment and track the item online via the Royal Mail website. Please also contact your local Royal Mail depot office.

In the rare instances where items cannot be immediately located by Royal Mail, they will only allow the investigation procedure to commence once 15 working days have passed since the dispatch date. We will initiate an investigation on your behalf with Royal Mail immediately following their 15 day imposed limit should such a situation arise. The Royal Mail investigation may take some time to resolve.

If following the above steps, the package is not received, please contact us again so that we can help resolve the matter.

For international customers:

If your parcel has not arrived within a reasonable time frame, please contact us for the item tracking number.

If you live in Europe, the best way to track your parcel is to check the GLS website (www.gls-group.eu)or their local office for updates on your delivery as they will very likely be holding your parcel or know where it is.

For all other countries, please contact your country’s national postal service provider. You can also track the parcel on the UK’s Royal Mail website (www.royalmail.com) using your item tracking number.

In rare cases, parcels can also be held by the Customs services of your country.

If your parcel does not then arrive within a reasonable timeframe please contact us and we will help to investigate further. Such delays, whilst rare, can on occasion take time to resolve and are beyond our control.

What happens if customs import duty is applied to my order?

We do not take responsibility for any customs duties or taxes that might be applied to the goods upon entry to foreign countries.

Is VAT applied to the sales price of goods sold outside the EU?

VAT is not included in our prices for customers outside EU.

Do you operate a Returns Policy?

Yes, a copy of which is below for your convenience.

We aim to offer our customers 100% satisfaction guaranteed. If for any reason you are not happy with your purchase, please let us know via email. You can return your item in its original unworn condition and packaging within 14 days of receipt and we will arrange for a refund or a replacement.

Please note that in the interests of hygiene, items such as underwear, swimwear bottoms, socks and other personal items or those marked with a '+' next to the product name cannot be returned, unless they have remained in their original wrapping or are faulty.

In all cases, any such items must be returned at the buyer’s expense (unless you have received an incorrect or faulty item) in their original condition, which includes tags and any packaging. For example, trainers are to be returned along with the original box, tags, any spare laces, paper wrapping etc. All goods will be inspected upon return before a refund or exchange is issued.

The goods are the buyer’s responsibility until they arrive at our returns address (see below). Please therefore ensure you package your returned item suitably in order to prevent / minimise damage to the item(s) or boxe(s). TreadFresh is not responsible for any items that are returned to us in error.

We strongly recommend using a postal service that insures you for the value of the goods you are returning or obtain proof of posting and choose signed for delivery as we cannot be held responsible for returned goods that fail to arrive at our returns address.

Our returns address is:

TreadFresh
Unit 8
Invicta Way
Manston Park
Ramsgate
Kent CT12 5FD
United Kingdom

(Please note this address is strictly for returns, all goods are dispatched from our warehouse at a separate nearby location)

How long do I have to return my item?

You can return your item in its original unworn condition and packaging within 14 days of receipt and we will arrange for a refund or a replacement. Please see our Returns Policy for more detail.

Are there any items that cannot be returned?

In the interests of hygiene, items such as underwear, swimwear bottoms, socks and other personal items, unless they have remained in their original wrapping or are faulty.

Who covers the cost of returning items?

In all cases, any such items must be returned at the buyer’s expense (unless you have received an incorrect or faulty item) in their original condition, which includes tags and any packaging. For example, trainers are to be returned along with the original box, tags, any spare laces, paper wrapping etc. All goods will be inspected upon return before a refund or exchange is issued. Please see our Returns Policy for more detail.

How should I package and send my returned item(s)?

The goods are the buyer’s responsibility until they arrive at our returns address (see below). Please therefore ensure you package your returned item suitably in order to prevent / minimise damage to the item(s) or box(es). TreadFresh is not responsible for any items that are returned to us in error.

We strongly recommend using a postal service that insures you for the value of the goods you are returning or obtain proof of posting and choose signed for delivery as we cannot be held responsible for returned goods that fail to arrive at our returns address.

What is your returns address?

Our returns address is:

TreadFresh
Unit 8
Invicta Way
Manston Park
Ramsgate
Kent CT12 5FD
United Kingdom

(Please note this address is strictly for returns, all goods are dispatched from our warehouse at a separate nearby location)

Who is TreadFresh?

TreadFresh is a London based company specialising in sports footwear and fashion. We are committed to delivering the most desirable and recent models from the best brands at exceptional prices. All our products are 100% authentic, brand new and in the original boxes and packaging. Providing excellent customer service to our clients is at the center of our business. Our feedback speaks for itself, so you can buy with confidence!

How do I know your products are genuine?

All our products are 100% authentic, brand new and in the original boxes and packaging. We do not and will never supply fake items or factory ‘seconds’ or ‘thirds’. Providing our customers with high quality 100% genuine products is at the center of our business philosophy alongside our focus on delivering excellent customer service. All of our goods are sourced from a select number of long established and highly reputable UK and EU based suppliers, carefully vetted by us. Please do take the time to review our long list of excellent customer feedbacks on our ebay store.

How can I pay for my item?

We accept the following payment methods:

  • Paypal (quickest and safest)
  • Credit or Debit Card

 

Can I cancel my order?

Yes. If you have purchased an item in error or have changed your mind regarding your purchase, please let us know immediately via email or telephone quoting your order number or detailed order description including email address. We will then proceed with cancelling your order

How do you use or treat any personal details I supply?

We operate and adhere to a strict privacy policy which is separately detailed within this site.

How do I make a complaint?

Offering our customers an excellent buying experience is central to our business strategy. If however you are not completely satisfied with the service you have received please email us or telephone us and detail the nature of your complaint. We will then endeavor to respond to you as soon as we can.