Questions about sizing and orders

When your measurement is within 0.5 cm of the line between two rows of the maker's size table, the product shows both sizes. The larger is marked "room to layer": choose it if you wear a liner, a cap or a warm layer underneath, or like a little more room. The smaller is marked "close fit": choose it if you wear the item on its own and prefer a snug feel. Both come from the maker's own table; neither is a promise of how the item will feel on you.

No. Each product is sized by one measurement, such as your hand for gloves or your head for helmets, so add only the ones for what you are shopping for. A product sized by a measurement you have not added shows a message such as "Add your hand measurement" instead of a size. The Fits me filter keeps those products in the list and marks them, so nothing is hidden only because a measurement is missing.

As a guest, your measurements are kept in a cookie on this browser that holds only the numbers, with no name or e-mail address, and that the page's scripts cannot read. When you are signed in, they are kept in your account. If you sign in with measurements in the cookie and your account has none yet, they are copied into the account and the cookie is cleared. Nothing is kept in your browser's local storage. "Forget my measurements" in the fit finder deletes them, from the cookie and from your account.

Use a piece of string or a narrow band of paper. Wrap it round the place the fit finder describes, mark where it meets with a pen, then lay it flat along a ruler and read the length in centimetres. For your foot, stand on a sheet of paper with your heel against a wall, mark the tip of your longest toe and measure from the wall edge to the mark. Measure twice, and if the readings differ, measure again.

There is no single size scale for gloves, helmets, socks or most other accessories. Each maker draws up its own table, so one maker's medium can be another maker's large, and shoe-size bands on socks vary too. The fit finder never converts between makers. It reads each maker's own table and shows the row your measurement falls in, which is why the same measurement can give different sizes on different products.

Your measurement is below the smallest row or above the largest row of that maker's size table, so the maker does not list a size for you in that product. The Fits me filter leaves these products out. Try another maker in the same category; their table may cover your measurement. If you think a measurement is wrong, measure again and update it in the fit finder.

The product is sized by a measurement you have not entered yet, and the message names it: hand, head, foot length, calf, upper arm, chest or waist. Add that measurement in the fit finder and the product shows the size to order from its maker's table.

The product has no size table, so there is only one size to order, for example a light or a bottle, or a band with an adjustable fastening. One-size products are kept by the Fits me filter. Where an item adjusts to fit, the product page says how.

We deliver to the United Kingdom, Germany and France. The shipping rate and the usual delivery time for each country are on the Shipping and returns page, and checkout shows the rate for your address before you pay. We e-mail you a tracking link when your order ships. An order with more than one item may arrive in more than one parcel, each with its own tracking link. For deliveries to the United Kingdom, import VAT or duties may be collected on arrival where they are not included in the checkout total.

Yes. You can return unused items within 30 days of delivery, and you do not need to give a reason. Try things on indoors with clean hands and keep the labels on until you are sure. Contact us with your order number first and we send you the return address. Send items back unused, with everything that came with them. You pay the return postage, unless the item arrived faulty, damaged or wrong. We refund to your original payment method once we have received the return.

Sorry about that. Contact us with your order number and a photo of the problem, and keep the packaging. We replace the item or refund it, and we pay the return postage. This does not limit your legal rights. The full terms are in the refund policy.

Prices are set in euros and include VAT. You can switch the shop to pounds or US dollars to see an estimate, converted at the European Central Bank's daily rate. Payment is taken in euros, whichever currency you browse in, and checkout shows the exact amount in euros before you pay. If your card is in another currency, your bank or card provider converts it and may charge a fee, so the amount on your statement can differ slightly from our estimate.

Yes. Enter it at checkout and the discount shows before you pay. One code per order.

At the end of checkout you go to the secure payment page of our payment provider and pay by card there, so your card details never reach us. Your order is marked paid only when the payment provider confirms the payment to us, and we e-mail you when it does.

No. You can use the fit finder and check out as a guest. An account keeps your past orders in one place, keeps your measurements across devices and makes checkout faster.

Open "Track an order", enter your order number (it starts with PL-) and the e-mail address you used at checkout. If they match an order, we e-mail you a link that opens it. The link works once, for 24 hours.

Only if you sign in. As a guest, your measurements are kept in a cookie on the browser you entered them on, so another phone or computer will not have them. Signed in, they are kept in your account and show on every device where you sign in.

Choose "Forgot password?" on the sign-in page and enter your e-mail address. If there is an account with that address, we e-mail you a link to set a new password. If the link has expired, ask for a new one from the same page.