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Free Shipping over £100

Free Shipping over £100

FAQ

ORDERING

  • We accept all major Credit / Debit Cards.

  • Hardware (bolts and screws, if needed) is included with each hold order. Wood volumes, overstock holds, and one-off holds do not include hardware. If you are looking for the Bolt Sizing Guide, you can find it here

  • Once you have placed your order, it is immediately sent to processing, and cannot be cancelled or edited. Only in the instance an item becomes unavailable (and cannot be backordered) will your order be cancelled and fully refunded. Holds and wood volumes orders also cannot be cancelled as they are custom orders and manufactured on a made-to-order basis.

SHIPPING

  • Free standard shipping is automatically applied to carts with a subtotal over £100.

  • Please review the items in your cart to verify volumes and holds are not included in the free shipping minimum, and make sure you have the correct shipping service selected. If you feel there is an error, please email us here.

  • Please allow processing time for your order. Shipping times depend on the shipping method chosen and courier availability. 

  • We ship orders through Royal Mail, TNT or other appropriate carriers. Shipping costs are calculated by our service partners based on weight, dimension, fragility, and distance.

  • In the event your package is lost, we suggest the following: First, check with Royal Mail order the courier using the tracking number provided. Sometimes packages can still be recovered. If you are still unable to locate your package our team is here to help! Please reach out to us.

RETURNS + EXCHANGES

*So iLL monitors return/exchange activity and reserves the right to limit returns or exchanges in all instances. All returns and exchanges are subject to validation and approval at So iLL's discretion.

  • We accept returns and exchanges within 30 days of delivery or in-store purchase of item.

  • Non-final sale shoes, apparel, bags, sunglasses, and beanies are eligible for return or one free exchange. Final sale items, one-offs, masks, bandanas, boxer briefs, cutlery, nail clippers, holds/hangboards/wooden training products, crash pads, chalk products and third-party items are not eligible for return or exchange. 

  • Products must be returned in brand new, re-sellable condition. Items must be in the original packaging with all tags intact. Once the item(s) are received in our warehouse, please allow up to 10 business days for processing.
    For exchanges, you will be issued an order for the new item(s) with an email confirmation.
    For returns, each item is subject to a $9 restocking fee. Refunds will be applied to the original method of payment used during checkout.
    Please contact us if you have any additional questions.

  • We offer one free exchange per order. 

  • Free exchanges are limited to one per order. Additional exchanges can be made, however, the customer is responsible for the cost of return shipping.