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? 

    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

    • Reflective jacket
    • Insulated backpack

    Scooters

    • Reflective jacket
    • Small thermal bag
    • Insulated backpack

    Cars

    • Small thermal bag
    • Insulated backpack

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

  • 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 4 working days, check your tracking number. However, due to the COVID-19 outbreak shipments can be delayed.

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?

    In order to submit a replacement request for a core kit item, you need to follow at least one of this condition: 

    • at least 180 days have passed since the date you received that same item, you delivered at least 500 orders and you have delivered at least one order during the 3 weeks preceding the replacement request;
      or
    • 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, there is one of this condition we invite you to fill this form.

    If an item in your Kit is damaged or the size is wrong, you can fill out this form by attaching a photo showing the item you want to replace, your Rider ID, the date of the request and your name.

    If you want to check how long has passed since the last you received an item, click on the "Order History" section of the Rider Kit Store.

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

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

    If an item in your Kitis damaged or the size is wrong, you can fill out this form by attaching a photo showing the item you want to replace, your Rider ID, the date of the request and your name.

    Moreover, you can submit a replacement request for a core kit item, when at least one of this condition exists: 

    • at least 180 days have passed since the date you received that same item, you delivered at least 500 orders and you have delivered at least one order during the 3 weeks preceding the replacement request;
      or
    • 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, there is one of this condition we invite you to fill this form.

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

    If we accept your replacement request, you'll receive an e-mail with a tracking code. If we don't accept your request you'll receive an e-mail with the reason why we won't replace the item. Please we invite not to fill the replacement form with the same request twice.

  • If my item will be replaced, when will I receive the new one?

    Orders are shipped within 4 working days. You can check when your DHL tracking number.

  • 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.