Help & Frequently Asked Questions

CLICK HERE for any Christmas Order Issues

Call us, Help? / How to Order / Security of Online Payments / Credit Cards Accepted / Other Order Options

Postage / Delivery Times / International Orders / Ireland / Returns Policy / Low Prices / Information Collected

How to contact us - Want to speak to someone in person? Need help or advice before ordering? Still learning to Heely?
Please call us and chat - 07776 444200 or on our Skates.co.uk Landline 01794 830005, we'll be happy to help. We can also take orders over the phone if you wish. You can call us both daytime and evenings every day of the week. You can also call on our other line 07929 862640 if the other lines are busy.

If for any reason no one is available to answer PLEASE leave a message and we'll do our best to get back to you.

Alternatively email us via sales@flywalk.co.uk

For all correspondance please send letters etc. to:

FlyWalk Ltd
PO Box 291,
Romsey,
Hampshire,
SO51 7AQ

Are payments that are made through the FlyWalk website secure? Will you simply take my money? What about the details that I give, what's done with them?
All good and very important questions. Firstly, it's not in our interest to take your money and not deliver. We realise that making payments online can be a new thing for many people and even those people who use the internet regularly to buy products are concerned about internet security.

In Order to Maximise Security we've setup 3 initiatives:
1. We've setup and signed up to an internet service helping to protect you the consumer - http://www.safebuy.org.uk/

This means as a company we have to ensure we maintain sales standards both in what we provide in terms of the quality of our products/services as well as providing the necessary security checks to stop/reduce the level of fraud.

2. We make payments secure by making sure that Protx use a technology called Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available), this makes it extremely hard for anyone to get hold of the information you give us when ordering.

You can tell if you are on a secure page in 2 ways. Firstly, the Website Address Bar will start with "https://" AND NOT "http://". Secondly there should be a small icon located in the bottom right of your browser window which will show the page is located on a secure server.

The only details we hold are your order details needed for delivery of our products, all payment details are held securely by the payment supplier (Protx) and are only kept for the duration of time that the details are needed.

3. We have implemented a new service called "3D Secure". This is effectively an online pin service that adds an extra security layer to online payments, this means that no one other than the actual card holder or someone who knows the online pin code can put payment through. You can select at present whether or not you wish to sign up for this service.

We accept all these credit cards for online payments: Visa, Delta, Electron, Mastercard, Eurocard, Solo, Switch, Maestro.

How much is Postage to UK addresses? What if I live outside the UK?
To any UK addresses the standard rate £3.95 for all orders under £100. If your order is over £100 delivery is free. If you order is for small items and under £50 we'll only charge you £1.95 postage.

Why not get together with a couple of friends, order some shoes together and save money on shipping?

Ireland & International Orders Click Here for Delivery Times/Costs

Alternatively contact us by e-mail sales@FlyWalk.co.uk or phone (07776 444200) for exact delivery costs.

I want to buy in bulk, can I get a discount?
Well if you're ordering over £300 worth or more than 5 shoes then the answer is probably yes. Please call us on 07776 444200 to discuss or e-mail us sales@FlyWalk.co.uk

How long does it take to deliver my order?
UK Orders (except UK Offshore- Click Here):
FlyWalk send all Heelys Shoes orders via next working day delivery, as long as the order is placed before 2pm, if you wish to order after this time call us and we'll do our best to get it out for next day still.

Please also note delivery is also subject to stock levels. Orders placed after 2pm will be sent the following working day via courier. You are able to see on the specific item page whether we can offer next working day delivery (stock levels permitting) for the particular product.

If delivery times are important to you please call us (07776 444200) to make sure we can get the items to you in time.

Small items and accessories such as laces, replacement wheels and insoles will be sent via Royal Mail 1st Class Post and take 2-3 working days delivery if placed on their own without Heelys shoes.

FlyWalk are not responsible for delivery times if the item has already been dispatched by ourselves and the carrier is having problems delivering to your address. However we will do the best we can to help should problems between City-Link (our courier UK company)/Parceline (Ireland & European Order) not be sorted between yourselves and them.

Delivery is subject to the goods being in stock and payment having been processed.

Delivery times are based on a standard working day (Mon-Fri). All orders will require a signature, so please make sure someone is at your delivery address to sign for your package.

NOTE: Orders placed on a friday (before 3pm) will usually not reach a customer until the following Monday unless the Saturday AM UK Delivery Option is selected. Orders placed after 3pm on a Friday will not reach customer usually until the following Tuesday.

Ireland & International Orders Click Here for Delivery Times/Costs

Northern Ireland & UK Offshore - takes 2-3 Days delivery time and goes via signed for Courier Service.

Nearly all UK customers receive their shoes within 1-7 working days of the original order date. International Delivery times to Ireland & Europe are approximately 1-14 days.

Delivery times are dependant upon whether we have the item in immediate stock and also which delivery method we use.

Do you deliver to Ireland?
Yes we do. Although primarily a UK retailer, we can rapidly ship (1-4 Days) to Ireland and internationally. For details of delivery options see our international page.

Call us on 0044 7776 444 200 for help and advice.

All prices are in UK Pounds however if wish to work out how much the costs of the shoes in Euros, try our currency converter.

What is your Exchanges or Returns Policy? What if the shoe I ordered was the wrong size?
We provide a 30 day exchange or return policy. For exchanges we send out the replacements to you FREE of charge if in mainland UK.

Christmas & Birthdays: We offer a special 10-day extended returns & exchange policy from when orders are given as Birthday/Christmas presents, in addition to our standard 30 days return & exchange. This will apply on all orders, whereby a customer states "for Christmas/Birthday" in our "special intructions" box, when ordering and states the relevant date.

Christmas Returns/Exchanges
The last day for receiving and accepting christmas returns is Monday 14th January, this applys to all orders placed before the 14th December. Items MUST be returned in new and resaleable condition, with nothing stuck to the boxes, especially no tape. If not then either a refund will not be accepted or a charge will be made for the damage incurred.

We reserve the right to refuse all returns received after the 14th January unless specific permission before Christmas was granted. If a customer chooses to return the item, ignoring this advice it is also likely they will be charged for the postage costs of sending the items back to them.

In order for returns/exchanges to be accepted the shoes need to show no signs of having been worn, are in an "as new" condition and in the original undamaged packaging. We don't have a problem people trying the shoes on to see if they fit, but they cannot be worn.

If you need to exchange your original order please email Exchanges@FlyWalk.co.uk
If you need to return your original order please email Returns@FlyWalk.co.uk
If there's been a problem with your original order please email Sales@FlyWalk.co.uk

If you are unable to get email access call us if required.

For exchanges we send out the replacements to you FREE of charge if in anywhere mainland UK, however you will need to cover the cost of sending the shoes back to us. For international orders, due to the costs involved in delivery, customers are responsible for exchange/returns postage both ways.

If you URGENTLY need an exchange, we recommend you place a new order through the website and send the other pair back as a return, but make sure you're within the 30 days of purchase.

For returns, should a UK customer have benefited from our free postage over £100 offer and then decide to return one of those items, the order will then be considered under £100 and charged £3.95 for postage.

All purchasers are responsible for the costs of return postage, unless a product was received damaged or not what they ordered. E&OE. Please do not put sticky tape or labels directly on the Heelys Box or you'll be charged for the resulting damage.

Please be aware if you try and return your order after the 30 days period this will be not be accepted and they will be sent back out to you, unless exceptional circumstances apply.

We reserve the right to cancel and refund an order in situations where FlyWalk Ltd deems necessary. FlyWalk will not tolerate rude or abusive speech or email content. We endevour to help our customers to the best of our abilities. Our aim is to serve and meet our customers requirements as best we can.

Low Prices
At FlyWalk.co.uk we strive to provide the best prices on Heelys at the highest possible quality anywhere in the UK, therefore we're constantly checking our prices with competitors to make sure you get the best service at the best price available.

If you want to purchase from us but have seen an item in stock and cheaper elsewhere then give us a call on 07776 444200 to see if we can price match, or simply order online and put a note in the special instructions box and we'll review the price before dispatching.

What do you do with the information you collect from me when ordering?
We will use the information just to send out your order. We will not pass your information onto 3rd parties or send spam e-mail. At no point do we keep any credit card information.

We may send out newsletters occasionally or e-mail to let you know about our latest products and services, however if you do not wish to receive these you can unsubscribe easily.