Where is my order?

What should I do if my order hasn't been delivered yet? 

1. Check the estimated delivery date - You can find your estimated delivery window in your Order Despatched email – please allow until the end of the day on this date for your order to reach you. You should expect your order to arrive in the number of working days suggested, after you receive the despatch notification.

 2. Track the order online - If you selected a tracked service when you placed your order, you'll be able to track the progress of your delivery through the postal/courier system. Any tracking information will have been sent to you in your despatch confirmation email. If you did not select a tracked service, your order is not trackable. 

3. Contact us - If your estimated delivery date has passed and you have not received your order, please get in touch with our Customer Services Team who can help you further. 

We won't be able to provide you with additional information until this date has passed.

Promo & Discount Codes

Discount codes should be applied in the 'Discount' box shown in the 'Order Summary' on the first page of the Checkout.

If you have an issue applying a valid code please contact us. 

Discount codes do not apply to already discounted items. 

Discount Codes cannot be used to discount the purchase price of a AJBXNG Shop Gift Card. 

How do I Buy a Gift Card?

Gift Cards can be purchased online and are electronic. You can buy a gift card here and are available in £5, £10, £25, £50 and £100 denominations.

The Gift Card will be issued via email to the purchaser who can then forward the details to the intended recipient.

It is not possible to 'top up' an existing Gift Card.

Gift Cards are valid for 12 months from date of purchase. 

How do I Redeem a Gift Card?

To redeem your Gift Card, you will need the unique code which can be obtained from the original email sent when the Gift Card was issued, or via your Account (if the Gift Card has been linked).

When placing a new order, the Gift Card code can be entered into the 'Gift Card or Discount Code' box which can be found in the 'Order Summary' on the first page of the Checkout. Please enter the code and select the 'Apply' button. 

Multiple gift cards may be redeemed against a single order. 

If the full Gift Card value is not redeemed when placing an order, then the unspent balance will remain assigned to the Gift Card to be used in the future. 

The balance of a Gift Card can be checked via your Account, or by selecting the link in the original Gift Card email or by Contacting Us 

It is not possible to use a Gift Card to pay for the purchase of another Gift Card.

How do we refund you?

We refund to your original method of payment.

Credit/debit card - If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. It may take up to 5 working days depending on your bank.

PayPal – we'll process a refund to your PayPal account.

You will be notified once your return is processed and your refund is complete.

I have received a faulty item

We are sorry if you have received a faulty item. Please contact us within 7 days of receiving your order, quoting your order number along with details of the problem. If you can provide us with images of the problem that will speed things up.

If we can confirm that there was a fault present when we originally dispatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.

Wrong item received

We want to sort out any issues with incorrect items straight away, so if one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.

I am missing an item

We are sorry if something is missing from your order. 

Before you contact our Customer Services Team, we recommend checking the following: 

Where you have ordered more than one item it is possible that an item is out of stock and we have shipped your order separately. Please check your emails (including your junk/spam) in case we have already contacted you about this

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If you still need to contact our Customer Services Team please ensure you provide us with the order number and details of what is missing and we will get things resolved for you as soon as possible.

UK ORDERS

 FREE tracked delivery over £100.00

• £4.50 - Standard (Untracked) - Delivered within 3-5 business days
• £6.95 - Express (Tracked) - Delivered within 1-2 business days*

*Express delivery is NOT guaranteed to the following postcodes and areas – most of the Scottish Highlands, any remote areas, including nearly all AB, IV, KW, LA, PA, PH, BT, CA18 - CA27, HS1 - HS9, IM, TR21 - TR25, ZE postcodes.

INTERNATIONAL ORDERS

FREE European tracked delivery over £100.00

• £12.95 - European (Tracked) - Delivered within 3-10 business days
• £19.95 - European (Tracked Heavy) - Delivered within 3-10 business days
• £29.95 - European (Courier) - Delivered within 3-5 business days

FREE ROW TRACKED DELIVERY OVER £100.00

• £14.95 - Rest of World (Tracked) - Delivered within 5-10 business days
• £24.95 - Rest of World (Tracked Heavy) - Delivered within 5-10 business days
• £39.95 - Rest of World (Courier) - Delivered within 3-5 business days

All stated delivery times are from the day of dispatch, not from the day of order.

Some overseas deliveries may take up to 28 days to arrive due to customs clearance and tariff procedures in the destination country; sadly, this is beyond our control.

Parcels sent to certain countries (including but not limited to Mexico, Colombia, Brazil, Chile, Israel, and South Africa) might often take more than 12 weeks to arrive. Unfortunately, we have no control over how quickly these parcels pass through customs.

CUSTOMS AND INTERNATIONAL IMPORT CHARGES

VAT is due on all commercial items imported into the EU beginning July 1, 2021, regardless of value. We are a member of the IOSS, which means that for orders under €150, we collect and pay the VAT to the applicable local tax authorities, eliminating the need for you to pay it at the time of delivery.

Some overseas deliveries may take up to 28 days to arrive due to customs clearance and tariff processes in the relevant country; unfortunately, this is beyond our control.

Shipments delivered outside the UK to any other shipping destination may attract additional customs clearance charges, which you, the client, must pay. We have no control over these charges and cannot reimburse any expenses incurred, regardless of the circumstances. For the most up-to-date customs costs, please contact your local customs officials.

Some big or bulky orders may need to be shipped via DHL, incurring additional postage fees. We will advise you of any additional shipping costs before to shipment.

OTHER SHIPPING INFORMATION

All orders are shipped using our preferred courier, and we reserve the right to change carriers at any time, but the level of service will always remain the same. Standard orders are normally dispatched via Royal Mail, while express orders are sent via DPD or a priority Royal Mail service. All overseas orders will be shipped using Royal Mail, DPD, or DHL Express.


We always endeavour to ship orders as quickly as possible, but there may be delays over busy trading periods. All orders placed after midday Monday-Friday will be shipped on the next business day, we do not dispatch orders on the weekend. Please note, all first orders that are going to a separate delivery address, may take longer to process. We advise that all first orders should go to your billing or business address. Please note, if you have placed an order which includes an item which is on pre-order, the full order will be dispatched when all items become available.

If you are away from your address when delivery is attempted our courier will put a card through your door allowing you to re-book a delivery or allow you to pick up the order from the depot or sorting office. The courier has the right to attempt a delivery to a nearby neighbour, rather than redelivering the next day. Enduro World Series Store reserves the right to charge the full shipping fee applicable to resend if the item is returned to us because the customer could not take delivery for any reason.

Some orders may incur an additional shipping fee if they need to be sent with a courier. Should this be the case, you will be advised of this prior to the order being dispatched.

PRODUCT DELIVERY ERRORS

All delivery errors must be reported within 1 day of the date of delivery. All orders go through a rigorous process before leaving our warehouse via multiple barcode scanning checks.

If you are a UK customer and you have not received your order within 10 days of dispatch date, then you must notify us within these 10 days. If you notify us after these 10 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it is lost or stolen.

If you have received your parcel in a poor or damaged condition or have items missing, please try to keep all outer packaging so that we can collect this and send to our couriers for investigation. Any damaged boxes must be signed for as ‘damaged’ at delivery. Where possible sign with the word ‘damaged + your name’ in the signature box. You may be asked to send us photos of the damaged packaging and / or product, this is because photographic evidence helps us ensure the issue is dealt with quickly and efficiently and can sometimes suffice instead of collecting the product / packaging itself.

If you change your mind about an item, or have received an incorrect item, we offer a very simple no quibble returns policy.

You may return unwanted goods up to 28 days after delivery.

Exceptions are swimwear and customised items which cannot be returned unless faulty or any personalisation is incorrect based on the original details submitted at time of ordering.

All items must be returned to us in a perfect condition (unless faulty or damaged in transit) and will be inspected once we have received the return as we would love to sell the product again.

All items must have intact packaging, including relevant swing tags, labelling, branding and any accompanying marketing material specific to the item.

The item must not be visibly worn, damaged, marked in anyway with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem the item unsaleable.

If your return was purchased as part of a bundle, the complete bundle must be returned to us. We cannot return or exchange only part of a bundle product.

Occasionally we may offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.

HOW TO RETURN YOUR ORDER

Please wrap items securely and label clearly with your order number on the outside of the packaging. Please post to our distribution office:

AJBXNG RETURNS
Safari House,

Grange Lane,

Accrington,

England,

BB5 2BT

The customer is responsible for returning the item to us, please make sure you take adequate steps to ensure the security of the contents during transit back. We cannot be held responsible for exchange or refund if reasonable steps are not taken.

UK REFUNDS

When you return an item you have an option of a refund or an exchange. Refunds will be credited to the original payment method only (for example credit card or PayPal account) and this can take up to 5 working days depending on your bank.

Exchanges are not offered, please return the item(s) back to us for a refund, and place a new order.

INTERNATIONAL RETURNS

All international customers are responsible for the costs in sending items back to us.

Please note, it is important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay. If this is not marked properly the parcel will be returned to you to be resent correctly.

Refunds will be credited to the original payment method only (for example credit card or PayPal account) and this can take up to 5 working days depending on your bank.

We do not offer exchanges to international customers; if you wish to change an item you will need to return the item(s) back to us for a refund and place a new order.

FAULTY PRODUCTS

If you believe an item to be faulty you may be entitled to a replacement or full refund providing that:

• You contact us within 7 days of receiving your order
• If requested, an image is sent of the fault or the item is returned to us (initially at your cost) within 30 days of receiving your request to return the faulty item.
• Return postage costs will be reimbursed to the equivalent Royal Mail 2nd class charges, however orders over £100 we would also recommend a tracked service.

If we can confirm that there was a fault present when we originally despatched the item you will be entitled to whichever we see fit - either a replacement or full refund, including postage charges via your original payment method.

CANCELLING ORDERS

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order. We need written confirmation of cancellation from you, so please contact us quoting your order number as soon as possible. If your order has already been despatched you will need to return all the items in the order and will need to pay postage costs.

Where is the size guide?

The size guide is located on all relevant product pages.

Download size guide for hoodies and Tee's here.

Is the clothing for Men and Female?

The clothing is unisex.

If you have any questions, please contact our support team.

The product says sold out, can I pre-order?

Unfortunately, there is no sign up page for preorder, as we are continuously will be doing new releases and ordering more stock due to the demand.

Please keep an eye out on AJBXNG instagram and website for updates.

Why have I received a refund of my order?

If your order has been undelivered or unfortunately if your order contained any out of stock items, your order will be automatically cancelled and fully refunded.

To access members area, please click here.

My card is being declined, who do I contact?

Please make sure to double-check all your card information, including zip/post code of your billing address, is correct. In addition, double-check that the card you are trying to use has not expired.

In most cases, if all the information you are providing is correct but your card is still being declined, this would be due to your bank rejecting the payment.

This might be because they do not recognise our domain and/or are not sure whether you are the person trying to complete this transaction.

If you find yourself in this situation we would recommend trying to use another card (or PayPal), or ringing your bank to tell them that you are making this transaction before you try again.

My payment has gone through, but not received my confirmation email?

Please check your junk/spam folder and please try to type in “AJBXNG” in your search bar in your inbox, this should bring up your emails. There could be a delay in receiving your confirmation email, please wait up to 24 hours.

If you have done the above steps, please contact the support team with your order number, full name, email address used to purchase the products, if you paid using paypal please send us your paypal invoice ID number so we can search for your order.

There is a duplicate payment, what shall I do?

Get in touch with us if you have paid twice for the same order and we can refund it for you. If you buy 2 separate items there are no refunds.

What shall I do if I am facing issues accessing your website?

Please refresh the website or try using a different internet browser. However, check your bank statement in case your order has gone through, to avoid duplicate orders.

If you need further assistance, please contact our support team, with the screenshot of error you are facing and which device you are using to access the website.

The checkout page does not load on my desktop site?

Please delete your cookies on your PC, once you have cleared your cookies please try to reopen the website. Next step, is to use a different internet browser or device, we do suggest to have the latest version of your operating system.

If you have done the above steps, still having problems, contact our support team, if you can send us much details, such a screenshot of the error browsers, which browser you are using, if you done the steps above to resolve it.

Delayed order confirmation email?

Please check your junk/spam folder and please try to type in “AJBXNG” in your search bar in your inbox, this should bring up your emails. There could be a delay in receiving your confirmation email, please wait up to 24 hours.

If you have done the above steps, please contact the support team with your order number, full name, email address used to purchase the products, if you paid using paypal please send us your paypal invoice ID number so we can search for your order.