Rider Kit

Rider Kit Store

Deliveroo gives you the core kit for free. You can order it from the Rider Kit Store, where you can also buy other additional items.

The core kit does not include the helmet and the mobile phone support, but you can need them for your safety: in this case you can add them without additional cost.

Shipping is always free.

  • High visibility garment
  • Insulated backpack

Your Kit

  • How can I order my core Kit? 

    It's very easy. Have a look here.

  • My account on the Rider Kit Store has been suspended.

    Contact us through the “Help” section.

  • How can I create my account on the Rider Kit Store?

    Ordering the Rider Kit is the last step in registering as a new rider. Check your inbox and click on the mail “Deliveroo – Richiedi il kit gratuito”.

  • What kit Deliveroo offers?

    Deliveroo gives you the core kit for free. Here’s what you can get for free, once you’ve joined Deliveroo:

    Bicycles

    • High visibility garment
    • Insulated backpack

    Scooters

    • High visibility garment
    • Big thermal bag
    • Insulated backpack

    Cars

    • High visibility garment
    • Big thermal bag
    • Small thermal bag

    To make your deliveries safely, you can order the helmet (only for bicycles) and the mobile phone support without additional costs.

  • How can I check the exact date I received a Rider Kit item?

    Click in the "Order History "section of the Rider Kit Store.

  • I’m having trouble paying for a Kit item.

    We suggest you try with Paypal if you are having problems paying by your credit / debit card.

Your kit delivery

  • Where can I find my shipping details?

    Check the tracking number you’ve received within the confirmation mail.

  • I filled in the wrong address to order my Kit, how can I change it?

    You can change the address through the DHL tracking number or write to DHL customer service. 

  • When will I receive the kit?

    You’ll receive your kit within 5-6 working days, always check your tracking number.

Return & Replacements

  • How can I return my kit?

    You can only return the items you bought on the Rider Kit Store. Once you have received the item, you have 14 days to return it. Fill this form and send the item to this address:

    Team Deliveroo Riders

    Deliveroo Italy s.r.l.

    Via Carlo Bo, 11

    20143 Milano

    Remember to specify your name, surname and Rider ID. Shipping costs are charged to you.

    We’ll process your refund by the same method you used to pay within a few days after your item is at our office.

  • What do you mean by replacements?

    1) Replacement means the free exchange of one or more items from the Core Kit - the type of Kit corresponding to the type of vehicle selected in your Deliveroo Rider App. The items that can be replaced are the backpack, the large or small thermal bags, the jacket, and the helmet. In order to submit a replacement request for a core kit item, you need to follow this condition: 

    • you have completed at least 1500 deliveries since the date of the last replacement request for that same item, in accordance with the article number 14 of the Rider CCNL.

    If this condition is present, we invite you to fill this form

    If you want to check how many deliveries you have made, access the "Earnings" section of your app or check your payslip.
    In addition, to check how long has passed since the last time you received an item, click on the "Order History" section of the Rider Kit Store.

    2)You can also replace some items of your Kit if it’s damaged (backpack, large or small thermal bags and helmet).

    We invite you to fill out this form by attaching a photo showing the defect of the item you want to replace, your name, your rider ID and the current date.
    It will not be necessary to return the item to be replaced.

    3) Finally, if your Deliveroo jacket from the rider Core Kit is the wrong size, you can request a replacement within 5 days after receiving the item. In this case, we ask you to fill out this form and to send  the wrong size jacket you want to replace to the address:

    For the attention of Team Deliveroo Riders

    Deliveroo Italy s.r.l.

    Via Carlo Bo, 11

    20143 Milan

    We’ll process a new order after receiving your request and jacket.

  • How can I request the replacement of a damaged item?

    It is possible to replace some items of your Kit (large or small thermal bag, backpack and helmet) in case it’s damaged .

    To make the replacement it is not necessary to return the item to be replaced, but we ask you to fill in this form attaching a photo in which the damage or defect of the item is clearly visible, your name, your Rider ID and the current date.

  • I placed an order for an item and the size is wrong, how can I replace it?

    If your Deliveroo jacket is the wrong size, you can request a replacement by filling out this form within 5 days of receiving the item.

    In this case we ask you to fill out this form and to send the wrong size jacket you want to replace to the address:
    For the attention of Team Deliveroo Riders

    Deliveroo Italy s.r.l.

    Via Carlo Bo, 11

    20143 Milan

    Remember to specify your name, surname and Rider ID and the date.
    Shipping costs are charged to you.

    We’ll process a new order after receiving your request and jacket. 

  • How can I replace an item from my core kit?

    You can submit a replacement request for some items from the Core Kit (the backpack, the large or small thermal bags, the jacket, and the helmet). In order to submit a replacement request for a core kit item, you need to follow this condition: 

    • you have completed at least 1500 deliveries since the date of the last replacement request for that same item, in accordance with the article number 14 of the Rider CCNL.

    If this condition is present, we invite you to fill this form

    If you want to check how many deliveries you have made, access the "Earnings" section of your app or check your payslip.
    In addition, to check how long has passed since the last time you received an item, click on the "Order History" section of the Rider Kit Store.

  • I’ve filled out the form to replace my kit but I haven’t received an answer yet.

    We do our best to process Kit replacement requests as quickly as possible and this may take at least 14 days, however due to high demand you may have to wait a few more days.

    If successful, you will receive a communication with the tracking code related to the shipment of your item.

    Please do not send other forms with identical replacement requests (e.g., two identical backpack replacement forms) as it would result in their cancellation.

  • How can I replace an item that is not included in my core kit?

    You have 14 days to return an item you bought from the Rider Kit Store. Just fill in this form and send the item to this address: 

    Team Deliveroo Riders

    Deliveroo Italy s.r.l. 

    Via Carlo Bo, 11

    20143 Milano

    Please specify your name, surname, Rider ID.  Shipping costs are charged to you.

    We’ll process your refund by the same method you used to pay within a few days after your item is at our office. Please note that we can only replace core kit items.

     

  • I lost / someone stole an item from my kit, what can I do?

    We can’t replace an item that is theft or loss. You can buy a new item from the Rider Kit Store. 

  • How can I find out when I received a Rider Kit item?

    You can check it from the "Order history" section from the Rider Kit Store.

  • How can I check how many deliveries I have done?

    In order to check how many deliveries you have made, access the "Earnings" section of your app or check your payslip.

  • How can I check the status of my replacement request?

    Due to the high number of requests, shipments may experience some delays, but don't worry in case of a positive outcome you will receive a communication with the tracking code related to the shipment of your item.