What if a parcel does not arrive?
A parcel is not considered lost until 15 working days have passed. After that period, customers can request a replacement or refund. Courier information helps verify the delay.
Are faulty items refunded differently?
Faulty or incorrect items qualify for delivery-charge reimbursement. Special Delivery upgrades are excluded. Non-faulty returns receive item-only refunds.
What is the local delivery service?
Stores deliver bikes within a 30-mile radius. Bikes arrive fully assembled and ready to ride. Staff can answer setup questions during delivery.
When can customers expect a refund?
Refunds appear once the warehouse receives and inspects the item. The same payment method is used for the refund. Cheque purchases require a short waiting period before cash refunds.
What are the main delivery guidelines?
Orders before 2pm are dispatched the same day if available at the warehouse. Delivery timelines depend on the dispatch date shown at checkout. Some regions may have surcharges or extended delivery times.
What information should be included in a return parcel?
A cover note marked REFUND or EXCHANGE should be placed inside the parcel. This helps staff process the request correctly. Proper packaging prevents damage during transit.
How does the Click & Collect option work?
Customers choose Click & Collect during checkout and enter a postcode. A nearby store is chosen, and the order is completed. Collection happens once the store confirms item readiness.
What items cannot be returned?
Food and underwear cannot be returned for hygiene reasons. All other goods may be returned if unused. Packaging and tags must remain intact.
Who can assist with delivery or collection questions?
The support team is reachable through the listed phone number. Staff answer questions about delivery areas, store availability and order status. Assistance is available during the published hours.
How long do customers have to return an item?
Returns are accepted for 60 days from the purchase date. The item must remain in showroom condition and include original packaging. A receipt or delivery note is required.