Frequently Asked Questions
- Will my bike arrived fully assembled?
- How much do you charge to deliver my bike?
- Why do you charge for delivery to my address in Scotland?
- I have changed my mind, can I return my bike or accessories for a full refund?
- Can I specify a time and date for my bike to be delivered?
- Help, I've missed the courier and he left a card!
- My bike or accessory has arrived damaged or faulty, what do I do?
- I received an email saying my bike would be delivered today and it hasn't turned up.
- I live overseas, how much will the postage be?
Q1. Will my bike arrived fully assembled?
A. We build your bike first to set up the gears and brakes and to check it over, but in order to fit it in a box that our courrier can take we need to take the front wheel off, the handlebars, and the pedals. We provide instructions on how to re-assemble these parts, but it is reasonably simple.
Q2. How much do you charge to deliver my bike?
A. We offer free delivery to most mainland UK addresses for bikes orders over £200. To see the free delivery zones click here.
Q3. Why do you charge for delivery to my address in Scotland?
A. Unfortunately our courier charges us extra to deliver to the remoter parts of Scotland. We have to pass this extra cost on. Click here to see if your post code will incur a charge.
Q4. I have changed my mind, can I return my bike or accessories for a full refund?
A. You can return your bike or accessories unused and in the original packaging for a full refund within 28 days of receipt. Please contact us to obtain a Returns authorisation. We cannot refund the cost of the postage, and if your order was a free delivery, the postage cost will be deducted from the total refund.
Q5. Can I specify a time and date for my bike to be delivered?
A. When you have your bike delivered free of charge, we can deliver it on a weekday of your choice, but we cannot specify a time. It will be delivered sometime between 8 a.m and 6p.m depending on where your address is in relation to the courier drivers schedule for that day.
You can request a Saturday delivery or a delivery at specific time for an extra cost- please contact us to arrange this.
Q6. Help, I've missed the courier and he left a card!
A. Don't panic, he will attempt to re-deliver it tomorrow or the next working day. If you have literally just missed him, you can phone your local depot and they might be able to contact the driver and send him back. You can get your local depot number here. You get 2 delivery attempts before you have to pick the bike up from your local depot. You can also phone us and request a redelivery if you miss the two attempts, but this will cost an extra £10.
Q7. My bike or accessory has arrived damaged or faulty, what do I do?
A. Please contact us immediately, and we will put it right for you. If possible take photos of the damage and email them to us. We will arrange for a damaged or faulty bike to be collected and repaired or a new one to be delivered.
Please do not involve a 3rd party for a repair without obtaining authorisation from us first, otherwise we will not be able to refund your expenses.
Q8. I received an email saying my bike would be delivered today and it hasn't turned up.
A. The courier is affected by traffic, roadworks, accidents etc, sometimes the driver just physically cannot get round all of his deliveries in one day. He will get to you eventually, but you can phone your local depot for an update on his progress. Unfortunately we cannot be responsible for delays with the courier.
Q9. I live overseas, how much will the postage be?
A. Simple, just add the item to your basket to see the postage charge. (Please don't email us)
