FAQ
We know you love to ask questions about Conquer Gear. While we often have an answer for the more random questions via email (with the odd exception), here are a few that pop up so frequently that we got lazy and wrote them below!
Please do have a scan before emailing us. We may have already answered your query here.
1. WHAT WLL I RECEIVE IN MY ORDER?
We are a responsible supplier and take all steps to minimise the amount of extra waste in packaging and extras.
In this world of excess consumption and environmental pollution, we don't feel we should be plastic-wrapping all our items individually. We will send our items in biodegradable or recycled sleeves where possible. We will often repurpose boxes and bags to fit what you buy.
Packaged with your neatly folded item is a page that details more about the stories behind your clothing items and explains the design and ethics behind their creation.
Instructions for returning or exchanging your item can be found on the reverse of the packing slip, which details what was ordered.
PLEASE ADD A NOTE IF IT IS A GIFT; OTHERWISE, PRICING WILL BE INCLUDED ON THE PACKING SLIP.
*If we have an art postcard, we may add this to your order where available and possible. Hopefully, you'll add to your fridge/pinboard for people to ogle at when they come around.
We want to share these stand-alone art pieces, but we are considering the designs you have ordered, so we might be able to provide something relevant!
2. HOW MUCH DOES SHIPPING COST?
The shipping rates are set based on weight, size, and destination. In the UK, we don't currently charge shipping.
International customers should note that when things in your basket add up to £110+, we have a code, FREE SHIPPING, that will make it £0 cost anywhere in the world.
Add the code when you check out, as it's not an automatic discount.
PLEASE BE AWARE: Free shipping codes to overseas destinations mean they will be sent on an economy shipping service by Royal Mail.
This denotes that items are not trackable and often take longer to arrive. When ordering in a hurry, please consider whether you need things promptly. Paying for the shipping will ensure you receive your item as quickly as possible.
3. WILL THERE BE IMPORT TAXES?
Frustratingly, since Brexit and the UK leaving the EU zone, many more items are being taxed by countries in varying ways! These are local taxes collected on your government's behalf, which ultimately controls the goods coming from outside their economic area!
We cannot circumvent the laws on items entering your customs area!
4. DO YOU OFFER EXCHANGES AND RETURNS?
We will refund all UK web orders or exchange undamaged UK orders up to two months (60 days) after purchase.
Exchanges for items bought in person are strictly in person only, as this extra postage cost Is not something we build into our business model.
We are human and will make the odd exception, extending it to three months for Christmas presents and reasonable excuses. Get in touch and ask!
Please return your items in the same condition as you received them. If they come back looking used (e.g. screwed up in a ball), we will assume that they have been worn and won't be able to process a refund.
Exchanges are currently only supported in the UK on non-sale items.
We can exchange with UK orders if:
- You would like the same item in a different colour
- You would like the same thing in a different size
- Would you prefer another option with the same price
If your chosen item is out of stock, we will automatically refund you the cost of the item when we cannot fulfil the request.
REFUNDS are for the cost of stock only. We will not refund postage costs added at check out. The monies were used to post your items to you and cannot be redeemed.
5. HOW DO I RETURN OR EXCHANGE MY ITEM
Exchanges within the UK:
Post back the item you want to exchange or return using the address and instructions provided on the info sheet included with every web order.
( the cost of postage will have to be covered by you, and you are responsible for the item arriving)
Also, the choice of postal service is up to you, but please ensure you track the delivery and ensure that the insurance covers the cost of the item you are returning.
We are not responsible for goods customers return before arriving; we can not track down incorrectly packaged items.
We will cover the cost of the return postage back to you in the UK for an exchange of sizes or same-price alternatives, but this is strictly within the UK. It is processed once they arrive back to us in their sold state!
To avoid delays, remember to email us for exchanges and returns so we know what is being sent, and by whom, and add the order number within the package so we know it's from you.
(SALE ITEMS HAVE SEPARATE RATES AND RULES AS THEY ARE REDUCED TO CLEAR *see below)
Exchanges outside of the UK returned to us will be refunded. You must re-order your item in the corrected size and pay the associated shipping costs again to your destination.
It is up to you if you wish to wait for the refund to process on an item you'd like to re-order in a different size, but we cannot be responsible if your selection sells out while you wait.
Remember to email us for exchanges and returns to avoid delays. This way, we know what is being sent and by whom. Please add the order number to the package; we need to know it's from you!
There is no way to process returns or exchanges sent without any information inside.
6. IT'S OVER THE 60-DAY TIME FRAME. CAN I EXCHANGE OR RETURN MY ITEM?
We currently have a generous extension of up to three months to allow for a reasonable delay, such as Christmas presents, crazy life events, or time to get your item sent back from far, far away lands. But we reserve the right to take this on a case-by-case basis!
7. CAN I RETURN OR EXCHANGE A SALE ITEM?
You may return for a refund strictly up to 60 days after purchase.
We reserve the right to change the cost of items and sale discounts at any time. But the amount you paid will be refunded (minus shipping cost*) as there are usually minimal amounts of stock when they are out of production and on sale, so we can't make size exchanges.
*Your item's purchase value minus the shipping cost is what you will receive as a refund when returning a sale item.
We cannot currently cover the costs of exchanges, so you must make a separate order if you require a different size or colour item.
8. IS MY MAILING BAG ETHICAL?
Yes. All orders get sent in mailing bags that are 100% recyclable. *Depending on what you order and size.
If it is a biggie, it might come in a repurposed/recycled box to safely send the items and ensure safe travels. We like to give second lives to these boxes!
Our current paper mailbags are from low CO2 FSC-approved sources.
9. HOW SHOULD I WASH MY CLOTHES?
Hopefully, you have noticed a connection between responsible washing habits and the longevity of your clothing. All our T-shirts and Outerwear can be recommended to be washed on a 30° Celsius wash. Switching to a local supply of plant-based detergent is encouraged: Wastewater with detergent chemicals, bleaches, and microplastics are damaging our surrounding water supply and ecology needlessly. Also, this leads to quicker fading of the garment colour and designs that we have silkscreened lovingly.
Please wash items inside out with like-for-like colours for maximum protection.
If extra care is needed, each specialist item has tags that outline more specific instructions! (check for stonewash in your order)
Like responsible car owners, we should drive our garments carefully and only wash them when necessary. Have you ever tried hanging smelly but unsoiled clothes outside? The sun's UV rays are powerful and kill all smells & bacteria.
We lengthen an item's lifespan when doing this rather than washing.
When Washing our RECYCLED RANGE garments, consider using a Guppy Bag to avoid plastic particles from getting in the water waste:
<GUPPY BAGS VIDEO>
The energy from tumble drying is quickly destroying our clothes and bank balances while adding unnecessary carbon into the world that contributes to climate change.
The sun is a natural freshener that kills bacteria, and if you don't have time to wash appropriately (you probably aren't enjoying your hectic life), slow down and enjoy the calm once in a while!
10. WHEN SHOULD I EXPECT TO RECEIVE MY ORDER
We ramp up our program for the Christmas rush in November and December. We post twice a week in other seasons, usually on Wednesday, Friday/Saturday Mornings. But this is a rough guide as our schedules can change, and holidays and public holidays can cause delays.
The time it will travel depends on the destination, assuming there isn't a delay from outside influences or local factors.
A rough guide would be:
- UK orders: Two Working days to process & two days for second-class delivery. So, roughly five working days, depending on the time of your order!
- EU orders: Two Working days to process & Up to seven working days in transit to reach mainland Europe. So, it will take about ten or so days, depending on unforeseen circumstances.
- Rest of the World: Two Working days to process & 12 days + in transit to arrive.
- We have had items that took over 30 days to arrive in Australia or Brazil. Please be patient when ordering from outside the EU.
10. IF A PROBLEM OCCURS ON OUR END?
As always, check your emails (And Junk folder), as we may need to contact you with any delays or issues. We will try to rectify the problems ASAP, but we may require you to message us back to amend your order when there is an address issue, shortage or other enquiry that requires further info.
We recommend including your phone number for the quickest responses and help.
If we can't raise any response with you, we will automatically refund your order within 20 working days from when we messaged you without fulfilling the order.
11. CAN I COMBINE TWO OR MORE DISCOUNT CODES AT CHECKOUT?
We love a good bargain, but discount codes can not be combined! Only one discount at a time can be redeemed when shopping online, so check the best offer.
12. WHAT SIZE AM I?
We know online shopping can be tricky for fit and sizing.
Check the sizing chart we provide for each item, but failing that, if you have a question about a particular style, send your measurements to @ conquergear.com, and we'll try to help you find the right size!
13. WHAT IF ONE OR MORE OF MY ITEM(S) IS DAMAGED OR DEFECTIVE WHEN THEY ARRIVE?
If you have a damaged or defective item that turned up in the post, contact info @ conquergear.com with a photo of the damage and your order number.
Do not fret. We'll take care of you!
14. CAN I CANCEL OR CHANGE AN ORDER?
Yes, as long as we haven't posted your items.
If you have a shipping confirmation, it will be too late to cancel, and you'll have to post back your gear for a refund of the value of the items. Message us with your order number and request; we will do our best to help you!
15. WHAT PAYMENTS DO YOU TAKE?
Currently, Stripe and PayPal are used to make safe and encrypted payments. On Stripe, all major cards are accepted; the choice is yours.
You can also check out for PayPal as a guest without an account or with your pre-existing account.
We now also accept Apple Pay from enabled devices.
16. DO YOU OFFER DISCOUNT CODES?
As a business, we are trying not to cause waste. We prefer to have ongoing reasonable prices for high-quality and unique garment types.
That said, we often have the occasional limited stock offers; this allows us to clear out overstock and items that only have specific sizes left.
The best way to hear about this is to be on our Mailing list or Social Media profiles>
We don't plan to build mass price increases into our range so that we can discount them all the time.
We believe this is disingenuous and would much rather plough our capital and time into making even better items you'll cherish as they pay for excellent craftsmanship and enterprise.
Remember, fast fashion isn't a habit we support. It buys into a broken system that chronically undervalues the environment and human life.
This is a recipe for long-term issues and unforeseen tragic circumstances. What's more, it's happening with our support. Business practices have become normalised and encouraged by our shopping habits.
17. WILL YOU RE-STOCK AN ITEM I WANT OR USED TO MAKE PREVIOUSLY?
If an item is Limited Edition, we won't be re-stocking. We often discontinue colours or designs to make way for new ones.
The best way to avoid disappointment is to get the item while it is in stock.
There are many we will re-stock, but Fair Ware production clothing can mean longer lead times to get gear from factories that run correctly.
Some items sell out quicker than anticipated, but we leave enough time for clothing to be made without labour violations.
Also, we often have colours, shapes, and fabrics unavailable due to low-impact shipping methods, and production delays can lead to missing sizes or styles.
Send us a quick email regarding an item, and we can let you know if this is the case.
17. WHY IS YOUR CONTENT SO DARK OR MORBID?
We prefer to call it many other things and are quirky, but are you here for the same old standard stuff in the high street?
Or would you like to have content that makes you think?
We see that ethical clothing design often has a dull and narrow narrative. We like to find "alternative" beauty and revel in the absurd, humorous and sometimes the macabre. These subjects have as much to do with life as being optimistic and cheery.
We're not knocking positive ideas and optimism, but is a positive slogan going to improve your reality, or is it just image and projection?
18. CAN I REQUEST A NEW TYPE OF ITEM OR COLOUR?
Currently, we make items in bulk to be efficient in terms of time and cost. But we would like to do advance orders one day soon, so watch this space. Also, there is no harm in suggesting something you'd like to see. If it fits our mission, we'd be stupid not to listen to our customers.
19. WILL YOU PRINT MY IMAGE ON YOUR SHIRTS?
Sorry, no, we are not currently actively looking for illustrators. The minimum quantities for silk screening for other people start at 50+ minimum runs of the same design.
20. MY HOROSCOPE TOLD ME TO EAT A TEA BAG?
Sorry, I don't think that has much to do with us! ;-)
Any other question or piece of advice can be quickly received by messaging us and waiting for our wrongly spelt reply. We have a few dyslexic artists, and we do our best. We have some patience and will respond with some sense of help.
We are often on the go out of the office, using mobiles to be as quick as possible when replying. And sorry, we can only respond in English for now!