FREQUENTLY ASKED QUESTIONS

 

CUSTOM MADE LEATHERS SERVICE

 

Q: Can I get leathers (be-spoke) made to measure?

A: Yes we offer a full customisation size and design service that is second to none, and built on reputation. We have supplied regional race teams, charity sponsorship racing and individual customers with custom made leathers with logo branding as par individual requirement

 

Q: Can I supply my own logos and branding for my custom built leathers?

A: Yes we can supply you with embroidered badges, plastic badges, and partial and full suit printing services for your leathers

 

Q: Do you have a custom leathers design and artwork supply service?

A: Yes we can design a set of leathers for you based on your unique requirements and send you images for approval prior to order. There is a £50 service charge for designing and supplying the art work which is deductable against your order placement.

 

PRE-SALE GENERAL QUESTIONS

Q: Can I collect or try on size at your retail shop/outlet?

A: We are an wholly internet based company therefore currently do not operate via a retail outlet which allows us to keep our prices competatively low. We do however have an accessible office located in Leytonstone, East London, which is 50m away from the Leytonstone Central Line Tube Station (which has a Public Car Park) and you are welcome to visit us on an appointment basis. At our office you can try on our suit or jacket samples for size and quality, and even place an order, get general sizing and leathers advise. If you wish to register your interest in visiting our office then please contact us via phone or email

 

Q: Can you advise on correct sizing as I'm still unsure?

A: Yes we provide both email and telephone customer support (and your welcome to visit our London office on appointment basis), so contact us or give us a call and request a callback by calling 020 3770 3206 (or from abroad +44 20 3770 3206)

 

Q: What is the difference between Standard Cowhide, Premium Cowhide and Kangaroo leather options?

A: Standard leather used is the thin under-layer skin of Cowhide and is suitable for light motorcycle wear and ideal for use as a style and fashion accessory at a relatively low cost.

Premium leather is top layer 1.3mm Cowhide skin, is analine treated therefore has a softer texture, thicker grain and is also drum dyed to allow better robustness against everyday wear and tear. We recommend the premium Cowhide leather option for robust quality everyday and track day usage for the best available protection in this price range

Kangaroo leather is top of the range, elite grade, and supplied only with our custom be-spoke service upon request and costs nearly double compared to Premium Cowhide. The premium cost is due to the very high abrasion resistance properties of Kangaroo skin, softness and the ultra light weight, making kangaroo leathers the go to choice for professional racers

 

Q: Why is there a surcharge for 2XL+ sizes?

A: The surcharge is a manufacturing on cost due to additional leather material used on product and added average shipping weight of the extra material used for 2XL+ sizing

 

Q: Do your two piece leather suits have a full connecting zip?

A: Yes, as long as jacket and trouser chosen are ordered together and ideally of the same size or no more than one size difference apart, then it will get both full connection length zip. For example you can match a (L) jacket to an (M, L or XL) trouser or visa versa to get a full zip. However if you chose an (XL) Trouser with a (M) jacket, it will only get an 8" rear connecting zip. (note: some designs do not allow for mixed jacket and trouser sizes. This will be identifiable from the product description or you can contact us for further information

 

Q: Are the leathers safe for track day use?

A: The premium Cowhide leather option is perfect for track day use. Premium leathers also come with CE approved padded armour instead of standard padded inserts. The standard leather option is not recommended for track/race use.

 

Q: Can the leathers be supplied with CE approved armour?

A: Yes if you chose the premium leather option then your leathers will come supplied with CE approved padding

 

Q: Are you a official licenced manufacturer of all the motorcycle gear on website?

A: Yes, all our leathers are made in a official on-house capacity and we are not affiliated nor offer promotion of any company other than RTX Leathers Ltd. This allows us to offer you direct from nanufacturer prices

Furthermore, upon customer request, all our leathers are available 'without' the RTX Leathers branding applied, however this will render the apparel non-returnable. You as the customer is expected to be fully aware of this at time of purchase if you have requested any alterations to the design

 

PAYMENT DETAILS

Q: What payment methods do you accept?

A: We accept secure 3D payment by Credit, debit card and PayPal online and over the phone by calling 020 3770 3206 (please leave a message if call un-attended)

 

Q: Do you offer P&P discounts for multiple purchases?

A: Postage & packing is charged by weight and volume so discounts are not possible however email us if you would like to discuss bulk/wholesale order discount options we may have available

 

Q: How do I know my order has been processed?

A: We will send you an 'order processed' notification within 48 hours of payment received which indicates your order is ready on our system waiting to be processed. Check your spam/junk folder if you do not find the email land in you inbox

 

DELIVERY

Q: When will my order get delivered?

A: If you have ordered gloves, this usually takes 2-3 days, for all other purchases, i.e. suits, jackets and trousers, delivery is on average 2-3 weeks (~10 working days) from date of payment. This may be more for international orders (outside mainland UK). Please note that most of our jackets, trouser and suits are supplied to order so during peak seasons (i.e. Spring, Summer & Christmas) delivery times may be extended

 

Q: Why does it take 2-3 weeks for delivery of your e-shop items (apart from gloves)?

A: We are a UK direct supply to order company and in order to keep prices low we often process and dispatch orders to be sent directly from our international factory base

 

Q: Are you a UK drop-shipper?

A: No, we have our own manufacturing facilities however as this is abroad hence the reason for 2-3 week dispatch timeframe given on most of our products

 

Q: How do I know when my order has been dispatched?

A: Once your order has been dispatched from our end we will send you a dispatch notification which includes an online tracking number. Our main international courier is DHL however this may vary country to country

 

Q: What if I have not received my delivery after 15 working days?

A: First check status of delivery using your tracking details. It may be the courier may have attempted delivery and has either had trouble finding your address or has not found anyone available to accept delivery as it must be signed for. They will contact you on the daytime contact number you provided upon order, failing that, contact us confirming your address and send us your best reachable daytime telephone number. We will pass this on to the courier service who will attempt contact with you directly to rearrange delivery

Please bear in mind this process may take a few days, and that we do not retain information on local courier collection depots

 

Q: Can I collect from depot as I'm not available during the day at home?

A: Unfortunately we are unable to personally contact local courier depots due to logistics however if you do need to arrange collection, please make this request directly to courier when they telephone contact you after the first delivery attempts have been made or from the missed delivery calling card

 

AFTER SALES

Q: If my size does not fit, can I get an exchange or refund?

A: We have a 30 day exchange or returns policy. If the item is unused and in brand new condition with labels and packaging, then please request a RMA (returned materials authorisation) for a return or exchange

Please note that for refunds a small P&P and re-stock charge may be deducted on a case by case basis, for exchange only basic postage costs apply (and size and/or additional service surcharges if applicable)

There may be a small additional re-stock fee for refunds if additional services have been provided at time of order (not applicable for exchanges). This will be stated on the RMA

Custom made orders are non refundable and not exchangable however we can arrange a discounted replacement dealt on a case by case basis

 

Q: I have recieved the wrong size (its too tight or too loose), what do I do?

A: If you believe you have provided the correct measurements at time of order but the size received is incorrect, then you will need to verify that the size is incorrect and its a manufacturing/dispatch fault before any furher action can be taken. Please email us for a form to fill and guidance notes on how to check your leathers for correct sizing 

 

Q: When will I receive my replacement / exchange?

A: The process and timeframe for receiving your replacement/exchange will be detailed in your RMA

 

Q: I have a problem with my product after usage, what do I do?

A: Please contact us to discuss your concerns as we are always available to help. Customer satisfaction is our top priority and your feedback is essential for us to continuously improve our service

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