Name: VeloVixen
Address: Unit 28, Wheatley Business Park,, Wheatley
Rating: 4.85

“disappointed with sizing ! why is it expected that anyone who cycles is build like a bean pole - straight up and down. I have hip curves and a large bust (40 EE) and find that it is near impossible to find ladies clothing that doesn't either ride up to the waist or pull far too tight across the bust. I ride on average well over 100 miles per week - year round, (45+ miles per ride 2-3 times per week). I am retired, so time rich but with a middle-aged body ;) and really struggle to find suitable cycling clothing especially for wet or winter wear.”

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Posted 2 years ago

“Fast delivery and I know sizing is out of their hands, but an XXL top shouldn't measure 38". Very disappointed to find I had to pay return postage so while I've previously been a customer, I won't be ordering from them in the future.”

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Posted 2 years ago

“Good range, nice website, however, I returned one of the items and this has never been acknowledged, nor have I received a refund...”

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Posted 2 years ago

Hello, Maria - thanks for your review. We aim to refund returns within 10 working days, and having put through the refund today, I believe that's still the case. If you're ever concerned, you should call or email us - we are a small company and will always do our best to resolve particular issues when they're brought to our attention. We have been beset with issues over the last couple of weeks, including bereavements, bank holidays, postal strikes and annual leave, so it has taken a little longer than we'd normally aim for. However, like most online retailers we don't acknowledge returns until we process them - which has now happened. With best wishes, Phil (CEO)

Posted 2 years ago

“Shorts much too tight, really horrible thick band of elastic on the waist - I had to cut this out, if I had not had to wear them the next day I would have sent them back.”

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Posted 2 years ago

Hi, Alice - sorry to hear the shorts didn't work for you. As you'll be aware, cycling shorts are a very personal thing, but It sounds as though these shorts were a size too small for you - another time, do feel free to send them back using our free returns service. With best wishes, VeloVixen

Posted 2 years ago

“Dear Velo Vixen, You need to sort out your women’s sizing and get in line with the clothing industry in the UK. 1. Your sizing chart needs to equate to UK women’s sizes rather than body measurements 2. The clothing needs to be labelled with UK sizes rather than S - XXL. Personally, I am dismayed and put off when as a size 14 (average size) I find that your XXL shorts are too small. Are you trying to encourage women cyclists to buy from you? Or are you trying to put them off?!”

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Posted 2 years ago

Hi, Christine - thanks for your message. We take your point that sizing is a tricky one - arguably our biggest challenge. We do our level best to give easily understandable guides to all the different brands that we sell, and - not wishing to dismiss your point in any way - are often congratulated on their clarity. We note that you have only bought products from Castelli and Pearl Izumi so far, both of which are global cycling behemoths. Whilst we do frequently discuss sizing from a female perspective with our brand reps, as you can imagine a small family business in the UK makes only limited impact in adjusting the sizing scales for multinationals like these. This is why we endeavour to make each product's sizing chart easily visible, to allow each customer to interpret constructively for themselves. It's also worth mentioning that the cycle clothing norm remains different to the sizing scales for the broader clothing industry in the UK. We have spent 10 years devoting ourselves to encouraging women to cycle, and to making women's cycling kit accessible and positive. Indeed our livelihood depends on it, so we can only apologise that the net result has proved so dismaying for you. We will continue to do our very best. With best wishes, Phil (CEO)

Posted 2 years ago

“I am still waiting for my jacket to be exchanged for a larger size.”

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Posted 3 years ago

Hi, Celia - thanks for your review. Just to confirm the email we sent with apologies on Nov 26th, we don't have in stock any jackets in the size you requested, so processed a refund the same day that we received your package back. It may be worth double-checking your spam box and bank account to ensure that it all happened correctly. Do let us know if there were any issues. With best wishes, The Vixens

Posted 3 years ago

“I won’t be shopping with you again as most companies offer free returns. I had to return an item that wasn’t suitable which pulled my order just back to below minimum spend for free returns. In this competitive market, I will opt for a company that supports free returns such as Wiggle.”

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Posted 3 years ago

Hi, Claire - thanks for your review and sorry to hear you won't be coming back to us. Just to clarify, we do indeed offer free UK returns. However, if the items returned make the value of what you keep drop below our £50 minimum for free postage, then we need to charge that fee. Otherwise, as I'm sure you'll understand, everyone would order enough to get free postage and then send back the extras. As a small company we're not always able to offer precisely what huge companies turning over hundreds of millions can, but we quite understand your rationale in supporting them instead, so wish you well. With best wishes, Phil (CEO)

Posted 3 years ago

“Sadly sizing was rather in the small side, and when following up with questions I did not get a response - so sadly need to give a ‘poor’ star rating - since you asked!”

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Posted 3 years ago

Hi, Jude - so sorry you never got a response from us. We've just had a hunt and found that your email had ended up in a spam inbox. Many apologies, we will have a word with our system! As for the sizing, Stolen Goat is cut deliberately snug extra comfort and no flapping on the bike, so a size up might give you more space next time. Unfortunately they're not available right now, but may well come back in due course. With best wishes, Phil (CEO)

Posted 3 years ago

“Sizes too small, not true to size. I enquired about a return and was informed returns are only acceptable if the item has both the label and original plastic bags....I do not have any of the plastic bags hence not possible to return? This is not how other sports sellers operate (original label/tag attached suffices). First and last time I am buying from this store. Would not recommend.”

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Posted 3 years ago

Hello Analia, I am so sorry that you did not like the fit of the products you ordered from us. I have looked into this for you to try to figure out what the problem might be. I can see that my colleague has already explained that the jerseys you ordered from us are jerseys that are designed to be super race fit. These are, therefore, jerseys that will feel very tight against your body if you've bought your usual dress size because they are meant to feel like a second skin. I can completely understand how frustrating it would be if you were not expecting such a second-skin feel and were hoping for something less tight. With regards to returning your items: we do ask that customers return items with all original packaging and labels. This is because we are trying our best to be more sustainable and reduce the plastic waste of re-bagging returns. Nonetheless, we absolutely understand that sometimes it is not possible to return the packaging of an item - for example, if it has been given as a gift - and, therefore, as long as you have all the original labels, it is possible for us to process a return without the packaging. If you ever have any questions about the fit of kit, please feel free to email us at contact@velovixen.com and we can provide advice about what kind of sizes and styles might be right for you. Kind regards, Eleanor Operations and Customer Relations at VeloVixen

Posted 3 years ago

“Lost out as no reimbursement of postage fees. Will be the first and last time I buy from VeloVixen”

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Posted 3 years ago

“Unfortunately they arrived very late. Also the link to track the delivery was never working, so I never knew whether my children had anything to give me for Christmas. Wiggle delivered a similar pair next day from ordering just in case. However you were the only UK outlet selling in this colour so I am grateful to have them now.”

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Posted 4 years ago

“I had to send a jacket back because it was the wrong size. I asked for it to be exchanged for a different style of jacket and a refund for the cost difference. Velo vixen couldn't do the exchange directly and said they could only refund for the jacket. I don't know why they couldn't just exchange it. Worse though the refund was done as a voucher which I wasn't pleased with as the alternate jacket was cheaper than the one I got a refund on. All in all I'm not that impressed.”

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Posted 4 years ago

Hi, Peter - thanks for your review. Just to clarify, we're not aware of comparable firms that will exchange a product for a totally different model - almost invariably if it's not a change of size within the same product it will be a case of placing a different order, otherwise the processes become disproportionately complex at both ends. The reason we issued vouchers instead of a refund was that you'd mentioned that you wanted to choose other products rather than have your money refunded. We can arrange that if you'd prefer? If you drop a quick line to contact@velovixen.com we can certainly arrange to refund you the difference now that you've replaced the original jacket. Apologies for any misunderstandings in the meantime. With best wishes, Phil

Posted 4 years ago

“The delivery was not as promised and took far to long. The quality received, was below expectations and not as described online. Not satisfied and will not order again.”

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Posted 4 years ago

“Really difficult to write a positive review as I’m so disappointed with the product. Delivery was fine and as expected. That’s all I can say. Sorry”

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Posted 4 years ago

“One product was damaged One was too big Rest fitted ok Would help if delivery info was given”

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Posted 4 years ago

“Hi VeloVixen, I really like the stylish products you sell, however one of the items I returned (costing over £100) has not been credited back to my account. I wrote to you 2 weeks ago and I haven't had anything other than an automated response from you. I do appreciate you are busy, but given the amount of money at stake I would really appreciate an update and my money back. Totally understand that you probably don't want to publish this review, and that's fine with me. Just please communicate!! Thanks Donna”

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Posted 4 years ago

“Two cycling female jerseys were ordered in medium size for a birthday. One medium and one small were received. Small does not fit. Will be returned to be exchanged for correct size.”

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Posted 4 years ago

“I was sent a small pair of gloves despite asking for a medium. I have sent an email enquiry and had no answer, I have also phoned and left a message ... no answer. I have subsequently posted the gloves back and hope someone will respond to my query when they have the product in front of them.”

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Posted 4 years ago

“website should notify customers that item aren’t in stock instead of taking the order and money. As the customer, I shouldn’t have had to chase you. Also when I found out you couldn’t get hold of the item and it was refunded it was still on your website! You had my money for over 3 weeks. ”

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Posted 4 years ago

Hi, Karen - sorry about that. Not our intention to sit on your money or offer things that aren't in stock but, as you'll understand, with unprecedented sales and only 1-2 of us handling the whole thing a few things slipped through the net. Glad you've now be refunded. Best regards, Phil (CEO)

Posted 4 years ago

“Product took weeks to arrive. No updates received in that time or dispatch dates. Doubt I will order from you again”

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Posted 4 years ago

Hi, Kate - very sorry to hear you weren't happy with your order and that we won't be hearing from you again. We entirely take your points. In our defence, your order came at the height of the Covid pandemic and was dispatched in 7 working days. It arrived with you two days later. Our suppliers, from whom we had to order one of your products, were struggling to keep pace with unprecedented order levels coupled to skeleton staff levels, hence the longer wait than we'd normally expect. As to communications, whilst we would have loved to have kept everyone posted on their orders, unless there was a particular issues we simply couldn't with only two of us working at most. Thanks for your order nonetheless and best of luck. Best wishes, Phil (CEO)

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Live Chat, Telephone

VeloVixen Reviews