FAQ

If you can add the product to the cart on the product page, it means that our product is in stock. If the product is out of stock, the "add to cart" button will say "out of stock" instead.

We always work as fast as we can to offer new items on our webshop. You can always follow our product releases by signing up for our newsletter or follow us on our Instagram.

Finding the right size can be difficult as the fit can vary from brand to brand. First, see if you can find a size guide under the specific product you are looking at. Alternatively, you can write to us via our size form here.

Since most of our items are "pro-owned" and come from the professional cycling teams, we are most often limited in our sizes. We are always working to get a wider range with more sizes with selected items we call "PRO'S CHOICE".

Updated on February 25th, 2021.

We have received our HMRC registration to trade in the UK.

Currently, our UK customers are asking us: Can I order to the UK after Brexit?

The short answer is yes.

We have received our EORI and VAT numbers from HMRC to obtain free trade to the UK.

Our UK VAT number (SPRN) is GB369929918.
Our EORI number is GB369929918000.

Since we are registered, we are obligated to ship our packages to the UK delivered as DDP (Delivered Duty Paid). Therefore you must be aware of the following:

How our VAT and customs duties work in the UK

No matter your total order amount, our tax obligated goods will be sold with British VAT (20 %) in the checkout. The customs clearance of the order is also done by us in cooperation with our couriers.

Therefore, you will not be charged any VAT or customs duties after you've placed the order with us.

However, if you experience any issues with your order, please contact us at support@proowned.com and we will assist you.

If you are charged any extra VAT or customs duties when the goods enter the UK we will refund the amount, when you forward the documentation.

We ship to 75 countries worldwide including all Europe, United States, Japan, Singapore, Canada and Australia. See our full country list here.

The delivery time depends on your choice of shipping method and destination country. We offer shipping options with both FedEx and UPS. Read more about your estimated delivery time here.

We pack and send all orders every weekday until 13:00. You will receive an email as soon as your order is shipped with your selected courier, which usually picks up your package between 14:00 and 15:00 on weekdays.

Time zone: Copenhagen (CEST)

If you have entered a correct e-mail address, you will receive an order confirmation immediately after your purchase. As soon as we have made your order ready, you will receive a new email with tracking information. Remember to check your spam folder.

Our courier will subsequently contact you about when you can expect to have your package delivered to your chosen destination.

If you have entered a correct e-mail address, you will receive an order confirmation immediately after your purchase. In this email you are able to download your invoice.

Remember to check your spam folder.

Please contact us if you haven't received your order confirmation or can't find your invoice

All returns take place through our return portal, so we can easily maintain an overview. You can go to our return portal here.

As soon as you have created your return request via our return portal, it will take up to 1-3 working days before your return request is approved. When your return is approved, you will receive an email where you can see our return address or download your return label. As soon as we have received your return package, it will take another 1-3 business days before we have processed your return and sent either your money back or a credit note. Depending on your payment method, there will be between 1-3 business days waiting time before you can see the money in your account. If you have chosen a voucher, you will receive this immediately via e-mail.

You can therefore expect that the total return process usually lasts between 5-12 working days.

We are of course very sorry if you have received a wrong item.

What happens next?

All you have to do is create a return so we can get the exchange for the right item as fast as possible. You can create your return here.

The exhange costs are, of course, on our bill.

We are of course very sorry if you have a missing item in your order. This is a mistake in our packing process, and can happen sometimes in busy periods.

What happens next?

First, we will check our stock level to find the missing product and afterwards we will send you the missing item without any extra costs.

We are of course very sorry if you have received a defective item.

What happens next?

All you have to do is send us an email at support@proowned.com with a description of the issue with documentation.

Afterwards, we will send you different solution options and create an RMA.

If there should be any return/exhange costs, you will not be charged for these.