Deliveroo provides all new Riders with free core Kit through the Rider Kit Store, where you can also purchase additional items.
The core Kit does not include high visibility jacket, 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 for the first core Kit is always free.
Ordering your first Kit is simple. Check out the interactive simulation we have prepared for you: click here.
Once you have signed the contract, you will receive an email titled “Last step before heading the road”. Click the link inside, and you will be taken directly to the Rider Hub.
To proceed, you must select "Your Rider Kit" and:
1. Register on the Rider Kit Store by creating your profile and choosing a password.
2. Select the size of the Kit associated with your vehicle and add it to your cart. Please remember that the core Kit items are free, and you can add additional items to deliver safely.
3. Accept the "Terms and Conditions" in the cart and proceed to checkout by filling in the required information.
4. Choose the shipping method and click “Vai al metodo di pagamento”. Shipping is free.
5. You will receive a confirmation email for your order. Once your order is shipped, you will receive an email from DHL with a tracking number, which you can use to monitor the delivery status.
If you cannot find the email, you can place the order directly from the Rider Hub by clicking on “Your Rider Kit”.
To check when you received an item, go to the Rider Kit Store, under the "Account" section, and click on "Controlla lo storico dei tuoi ordini".
Contact the Rider Support Team through the "Help" section.
Deliveroo provides all new Riders with a free core Kit, depending on the vehicle used:
Bicycles
Scooters
Cars
To make your deliveries safely, you can order the helmet (only for bicycles), the high visibility jacket and the mobile phone support without additional costs.
We suggest you try with Paypal if you are having problems paying by your credit / debit card.
You can track the status of your order using the DHL tracking number that you will receive within an email as soon as your order is shipped
You can change the address through the DHL tracking number or write to DHL customer service.
You will receive your Kit within 5-6 working days, always check your DHL tracking number.
You can check the delivery date using the DHL tracking number that you will receive when your order is shipped.
A return applies to items you have purchased on the Rider Kit Store. Once you receive the item, you have 14 days to make a return.
You must complete the return form and send the item to the following address:
For the attention of Team Deliveroo Riders
Deliveroo Italy s.r.l.
Via Carlo Bo, 11
20143 Milan
Make sure to include your name, surname, and Rider ID.
Shipping costs are charged to you.
We will process the refund for the returned item within a few days of receiving the item.
Replacement means the free exchange of certain items in your core Kit, which is the Kit linked to the vehicle on your Deliveroo Rider app profile during the application process.
The items that can be replaced are:
There are different ways to request a replacement for your core Kit:
As Art 14 of the CCNL Rider, after completing at least 1500 deliveries since receiving the item (large or small thermal bag, backpack, high-visibility vest, jacket, or helmet), you can request a replacement.
You can check the number of deliveries you have completed by going to the “Earnings” section in your Deliveroo Rider app or checking your payment documents.
If eligible, fill in this form.
To make the replacement, there is no need to return the old item.
It is possible to replace some items of your Kit in case it’s damaged (high visibility gilet, large or small thermal bag, backpack and helmet) .
To make the replacement it is not necessary to return the item to be substituted, but we ask you to fill in this form attaching a photo in which the following are clearly visible:
Make sure all elements are visible; otherwise, your replacement request will not be processed.
If an item (jacket, Sweatshirt, or t-shirt) in the core Kit is the wrong size, you can request a replacement within 5 days of receiving it, by filling in this form and to send the wrong size item 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
Include your name, surname, and Rider ID.
The shipping costs are the responsibility of the sender.
Replacements are only possible for items from the core Kit ordered during your application process.
However, you can return purchased items within 14 days of receiving them.
To get a refund, complete the return form and send the items you want to return to:
For the attention of Team Deliveroo Riders
Deliveroo Italy s.r.l.
Via Carlo Bo, 11
20143 Milan
Include your name, surname, and Rider ID.
Shipping costs are charged to you.
We will process your refund by the same method you used to pay within a few days after your item is at our office.
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.
Pleasedo not send multiple forms with identical requests (e.g., two identical backpack replacement forms), as it would result in their cancellation.
In the case of theft or loss of one or more items, requesting a replacement is not possible under any circumstances.
You can buy a new item from the Rider Kit Store.
In order to check how many deliveries you have made, you can access the "Earnings" section of your Deliveroo Rider app or check your payslip.
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.