FAQ

FAQ

Brexit Information: 

We currently ship from one of two stores depending on stock levels. One of our distribution centres is in the UK. If we ship from this location, you will never have to pay any customs or additional charges. If you ever receive a customs request, please DO NOT pay this, and send it onto hello@a7europe.com. We will ensure your parcel is delivered timely and with no additional costs.

Resale Policy: 

We allow resale of our products ONLY by authorised distributors through the designated websites below. Any reseller or distributor of our products (including collaborations) has to have our written/contractual consent prior to any resale or distribution of A7 products. In the event any reseller or customer violates the Resale Policy, A7 reserves the right to pursue legal action against the reseller. For collabs and custom requests please head to A7.co and fill out their "Custom Gear" form. Once this is filled in somebody will be in touch about your enquiry. 

Headquarters: A7 USA

Our authorised distributors are: 

Brand Protection:

We are committed to providing our customers with the highest quality product. From time to time we are made aware that imitations of our products may be produced and sold. We own several patents and trademarks and take the issue of counterfeiting very seriously and do our best to legally address each infringement.

A7 Europe:

A7 Europe has been created to serve customers in the EU and ensure that they are given the best range of products all year round. If you have shopped at A7 UK in the past and live within the EU please use A7 Europe to avoid any potential customs and duties. 

Shipping:

  • All orders are typically shipped within 3 business days of payment unless there is a complication with your order, in which case you will be notified.
  • The shipping cost is based on dimensions and/or weight of the items purchased.
  • We offer pre-sale/ pre-order collections, where the shipping date is determined individually and is listed in the product title or description. 
  • Please allow for 10 business days for processing time during/after holidays, sales or special events.
  • We do not guarantee arrival of shipments in time for any holidays, competitions birthdays, etc. However, we do always try our best to accommodate requests and can advise the best shipping options if your order is time sensitive. Please email hello@a7europe.com for more information or specific requests. 

    Shipping Information

    • We offer shipping to all countries within the EU. If you are based in Europe and outside the EU we recommend purchasing from A7UK. Any further questions please reach out to hello@a7europe.com. If you are purchasing outside of Europe please review our regional distribution stores at www.a7.co. We have several exclusive distributors A7 EUROPE, A7 UK, A7 Canada, A7 Oceania, A7Taiwan, A7 Japan, A7 Singapore
    • We offer the following shipping options:
      • FEDEX Connect Plus, Priority and Cross Border (FedEx Connect)
      • DHL Economy and Express
      • Deutsche Post
      • Please note your shipping options may vary dependent on the destination country as well as weight and size of the parcel.
      • Delivery times will vary dependent on destination country and the service chosen. Tracking will always be provided.
      • If your address is outside of our couriers standard delivery area there may be an additional charge. 

    Shipments Outside the EU

    • Customs, duty and VAT charges may apply depending on the destination country. THERE WILL BE NO CUSTOMS, DUTY OR VAT WITHIN THE EU WHEN PURCHASING FROM A7 EUROPE
    • Deliveries may be delayed due to Customs clearance that does not adhere to any time frame, and can prolong delivery.
    • It is not uncommon for Customs agencies to take beyond 30 days to process some shipments, especially during high volume seasons like holidays. Neither A7 Europe or the shipping carrier have control over the length of time it takes to clear Customs.
    • No refunds or returns will be accepted for Customs fees paid or refusal of the package by not accepting Customs fees.
    • International orders will not be refunded for prolonged shipping as a result of Customs processing or delivery issues. The delivery and customs processing time varies and is unavoidable.
    • International shipments are only able to file a lost package claim 120 days after shipment.

     RETURN/EXCHANGE POLICY:

    Click here to submit your returns request via our returns portal. 

    PLEASE READ THE BELOW INFORMATION BEFORE SUBMITTING A RETURN. FAILURE TO DO SO MAY RESULT IN A DELAY TO YOUR RETURN BEING PROCESSED

    • We offer returns for refund or store credit.
    • For returns you will need your order number (beginning with A7EU), postcode and email address. Please ensure all this information is provided, otherwise there may be a delay to your return being processed of up to 14 working days. 
    • Where a credit note is requested, we will email this to the email address that is associated to the original order once the parcel has been inspected and processed.
    • Via the portal you can either choose to purchase a returns label or use the self post option. 

    For those who purchase a returns label – You will receive a label and a returns form, along with a selection of drop off locations. The label goes ON the parcel.  The returns form goes IN the parcel. 

    For those who have selected self-post - You will receive a returns address and a returns form. The returns address goes ON the parcel, and you can then purchase a shipping label at your local post office. The returns form goes IN the parcel.  

    • We DO NOT offer returns or exchanges for men's briefs or hats for hygienic reasons. Socks MUST NOT have the hygiene seal broken and if you are returning socks, proof of this needs to be sent to hello@a7europe.com before the return is processed. Without this, there may be a delay in your return being processed of up to 12 weeks. 
    • We DO NOT offer returns for collabs, discontinued items, clearance items or purchases made using coupon codes offering a higher than a 15% off discount.
    • Returns are only granted within 14 days from your order being received. This allows for ample time to inspect the products before use. For orders placed from November 1 - December 31, you have 60 days from receiving your parcel to process a return.
    • We can not offer returns for any orders delivered outside of the EU.
    • The returned items must be unworn. Returned items must have the original packaging (tag and bag). The item must NOT be washed or dried and NOT have any smell, animal hair, chalk or deodorant stains on it in order to be refunded. No refunds will be granted for returns that do not meet this policy.
    • Products may be tried on for sizing, but not used for a workout.
    • If returning a belt, the leather and the buckle must not have any blemishes, scratches or impressions on it.
    • If returning a lever belt, please make sure to secure the lever with bubble wrap to avoid any damage during transit.
    • If the product does not meet the return criteria, we reserve the right to reject the return.
    • If the product is returned in an unacceptable condition, we will not be able to ship the item back to you and reserve the right to discard the item.
    • Be sure to carefully select the right size by following our size charts provided BEFORE you checkout. The general rule is to compare our size charts to the measurements of well-fitting clothing you already own and choosing the closest size, up or down, depending on your fit preference. If you have sizing questions please feel free to reach out to hello@a7europe.com.

    IF YOU RECEIVED...

    (a) Defective Item - In the event an item(s) is defective upon receipt or has a manufacturing defect, a refund or exchange will be granted upon inspection of item(s). Prior notification of the defect must be sent via email to hello@a7europe.com. We will not be able to issue refunds on defective items without prior notification.

    (b) Wrong Item - In the event that you received a wrong item(s), we will send you a replacement. Once we have received the item(s) or proof of the wrong item we will ship out the correct item(s) within 3-5 business days; dependent on current stock. Prior notification of this issue must be sent via email to hello@a7europe.com.. We will not be able to issue refunds without prior notification.

    (c) Missing item(s) - In the event that you are missing items in your order. Once we receive this message we will try our hardest to locate the missing item and send this out to you within 3-5 working days. However this may take up to 14 working days if couriers have to open an investigation on the order. 

    CARE INSTRUCTIONS

    Tops & Outerwear:

    • Machine wash cold with like colours
    • Use mild detergent
    • Do not use fabric softener
    • Do not bleach
    • Tumble dry low
    • Do not iron

    BOTTOMS & SOCKS:

    • Machine wash warm with like colours
    • Do not bleach
    • Tumble dry medium heat
    • Do not iron

    SINGLETS:

    • Machine wash warm/ cold
    • Line dry
    • Do not bleach
    • Do not iron

    KNEE SLEEVES:

    • Hand wash with warm water and mild detergent (no harsh chemicals, strong scents or detergents)
    • Do not bleach
    • Air dry - do NOT use the dryer
    • Do not iron
    • Let air dry after use - do NOT use the dryer
    • Make sure the sleeves are fully dry before using them again

    HATS:

    • Hand wash with warm water and mild detergent
    • Do not bleach
    • Wash with like colours
    • Air dry - do NOT use the dryer
    • Do not iron

    U BAG

    • Spot clean with warm water, gentle soap and a washcloth
    • Let it air dry
    • Do not run your bag through the washer or the dryer
    • Do not overexpose your bag to light and heat

    BELT

    If you wear your leather belt a lot, it will likely get a little grungy, so it is important to take good care of it.

    We recommend treating the leather with Bick 4 Leather Conditioner or Natural Beeswax. Conditioning the leather will reinvigorate the leather with necessary natural oils, refresh its appearance and make it look smooth and hydrated. It may also help hide minor scratches and wear-and-tear as the belt is broken in. You can clean the buckle with a mild cleaner or a damp cloth. Make sure to remove the lever buckle from the belt prior to cleaning it.

    Contact: Please email our Customer Service Team at hello@a7europe.com if you have any questions or concerns.