FREQUENTLY ASKED QUESTIONS

Find the answers to our most commonly asked questions below. If you cant find the answer you are looking for or would prefer to speak to someone over the phone please head to our Contact Us page to find out how.

ORDER FAQS

How Can I Pay?

You can pay online using all major debit and credit cards, or PayPal. If you are visiting us in store you can use all of the above plus cash and gift vouchers.

Can I pay with a gift voucher online?

We are currently unable to accept gift vouchers online but please call a member of our sales team or email darkroadperrformance@outlook.com who will be happy to assist you in placing an order using your gift voucher over the phone.

How do I amend or cancel an order?

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can on either 07985319479 or darkroadperformance@outlook.com. We will try our best to make any changes but we will be unable to do so if the order is already being processed in the warehouse and/or dispatched.

Unfortunately, goods that have already been dispatched cannot be amended or redirected to an alternative delivery address.

I haven't received an email order confirmation?

How quickly you receive our email confirmation can depend on your email provider and whether the email has been incorrectly marked as junk. Please add darkroadperformance@outlook.com to your safe senders list to ensure safe receipt. If you still do not receive a confirmation after this then please contact customer service on 07985319479 or darkroadperformance@outlook.com.

DELIVERY FAQS

For information relating to our delivery prices, estimated delivery times and international carrier information please visit our delivery page where you will be able to find more information.

Why can't I purchase liquids & pressurised goods?

This message appears when our automated systems cannot find a carrier option to fulfil the delivery on your order. It maybe that we can employ other specialist services to get the items to you to discuss please call a member of our sales team or email darkroadperformance@outlook.com. Alternatively remove these items from your basket and check out as normal.

I've paid for express delivery why has my order not arrived?

All delivery times, including Express delivery, are from the point of dispatch and not from the point of order. When selecting express delivery if one or more of your items are not in stock, a message will have appeared in blue on the basket page highlighting this and that it would cause a delay in your order. For further information please contact us.

My tracking number does not work, why?

Tracking numbers rely on the delivery agents updating their systems so please allow one working day for the tracking number to be updated. If after this period the tracking number is still not working please contact us.

Will I have to pay customs charges in my country?

If your delivery address is outside of the UK or EEC, you may have to pay import duties and taxes, which are levied once the shipment reaches your country. All international shipments may be subject to cross-border inspections by customs authorities while customs policies vary widely from country to country. You must meet any additional charges for customs clearance and we recommend that you contact your local customs office for further information.

RETURNS FAQS

How can I return an item?

If for any reason you need to return an item you will need to contact our customer service department to obtain a returns authorisation number. This can be done by ringing 07985319479 (Mon – Sat 10am – 6pm GMT) or by emailing darkroadperformance@outlook.com. Once you have the returns authorisation number you will need to download and fill in the returns form to send back with your item.

Why do I need a Returns Authorisation Number and form to return my goods?

We require you to obtain a returns number and then fill out the returns form so the team will be able to quickly locate your account and process your return as soon as possible for you.

Where should I return the goods to?

Please return any items in the original packaging (unless faulty) with your returns form included to the following address: Dark Road Performance 846 Green Lanes Winchmore Hill London N21 2RT

How long will a refund take?

Once we have processed the refund it will usually take 3-5 working days for the funds to show in your account. This may vary depending on your bank.

PROMOTIONS FAQS

My promotion code isn't working?

First please check the dates of the promotion code to ensure that it is valid. If it is within the dates and it's still not working, please call a member of our sales team or email darkroadperformance@outlook.com and we'll look to resolve this for you.

AnswerYes it is.

AnswerYou can pay online using all major debit and credit cards, or PayPal. If you are visiting us in store you can use all of the above plus cash and gift vouchers. Can I pay with a gift voucher online? We are currently unable to accept gift vouchers online but please call a member of our sales team or email darkroadperrformance@outlook.com who will be happy to assist you in placing an order using your gift voucher over the phone.

Answer

To save your time and reach our support quickly, please follow below steps:

1/ Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members

2/ Capture screenshot or video for the issue you get.

3/ Specify which template and version you are using.

4/ Describe clearly how to reproduce the issue.

5/ Send all information (staff account, screenshot, video, template name and version, description of the issues, link) to support@halothemes.com

Answer

Yes, we will assist you to install the template if needed

Answer

Yes, we do. Please send your customisation requests to support@halothemes.com, we will give you our quote. Thank you.

Answer

Yes. You can turn on/off the animation in the Setting page.

Answer

Yes. You can turn on/off almost any blocks on the page (featured products, slideshow, banners, related products, recent products,...).

Answer

Yes, we have a setting for you to switch between these two options: Display on Hover and Display on Click.

Answer

The theme package includes theme source, Photoshop design files, sample data and manual guide.

Answer

That is not a problem. You just need to modify the width/height ratio in theme settings.

Unable to find satisfactory answers ? Contact Support
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