Frequently asked questions

Save time by getting answers here, quickly.

  1. Ordering
  2. Delivery
  3. Contacting Us
  4. Finance
  5. Payment
  6. Refunds and Cancellations
  7. Prices
  8. About Cycling
  9. Using The Website

Ordering

I ordered my bike weeks ago, what's the delay?

Distribution centres for nearly all manufacturers are under-staffed due to Coronavirus. We are dispatching orders as soon as we can.

Can I track my order?

When your order is complete, you will receive an email confirming the transaction.

Once our staff have processed the order, we will contact you and confirm details before we arrange delivery.

Delivery

Why are deliveries delayed for so long?

Distribution centres and supply chains have been disrupted by staff shortages and restrictions imposed due to the Coronavirus pandemic. Manufacturers are also struggling to keep up with an increased demand for bikes.

In addition, delivery services are facing the same impacts but carry the added strain of higher demand for online ordering nationwide. All of these factors have slowed down our normally rapid delivery services.

When will my delivery be made?

Your order confirmation email provides the latest estimated date that your order will be delivered, but your bike can arrive at any time up to and including that date.  Although we will normally deliver within the estimated time shown, in a very small number of cases during very busy periods of high demand, delivery may take a little longer than stated.

If you have not received your order after the date quoted, please message us via our contact page, live chat or email.

At present, we ask that you only call if your message doesn't receive a prompt reply and your query is urgent.

The order has not been delivered?

First check the expected delivery time indicated in your Order Confirmation. If you have not received your order after the date quoted, please message us via our contact page, live chat or email.

We are asking customers to call only if you don't receive a prompt reply and your query is urgent.

Do you deliver to Europe, internationally or outside the UK?

In some circumstances, yes. Please call us, whenever you need us to deliver outside of the UK.

Shipping bikes overseas is usually very expensive. Insurance on international delivery is often prohibitive. Sometimes even manufacturers forbid it, because of their trading policies in other countries.

I need to be home for the delivery - who should I contact?

If you are unsure of any aspect of your delivery, we will help make arrangements where it is safe, secure and practical to do so.  It's easy to message us from any page on our website.  If you need to contact us urgently regarding a delivery please call us on 029 2052 9955* and we will be happy to help.

Contacting Us

How do I contact your shop?

It's easy to message us from any page on our site, or you can email us here.  If your query is urgent, please call our Customer Service team on 029 2052 9955*, and they will be happy to assist.  Our phone lines have been extremely busy during the lock-down recently, so please be patient when calling.

Who do I contact regarding an order?

Our Customer Service team handles order enquiries and they will be happy to assist. We are encouraging everyone to message us first, this is easy to do via our website. For the most urgent queries please call us on 029 2052 9955*.

I'm calling, why can't I get through?

Presently during the lock-down, we are getting literally hundreds of call every hour! We are doing our best to answer calls promptly and encouraging people to message us first.

If you are enquiring about an order, please quote your order details when you contact us.

How do I make a formal complaint?

You can use any of the above methods to initiate a complaint.  One of our team members will then contact you to resolve the issue as quickly as possible.

Finance

How do I buy on finance?

Choose your product & size in the normal way.  Then select the green 'Buy With Finance' button (for single-item orders), or select the blue 'Add to Basket' button to order multiple items on finance.

The finance terms and options for duration and interest rate (APR) may differ between products.  Once you have chosen a finance duration option, you'll be asked to provide some contact details.

Finally, you will need to complete the finance application from our partners V12 Retail Finance. Your application will be confirmed in due course and we will contact you to confirm the status of your application and your order.

Who are your finance partners?

Our finance partners are V12 Retail Finance. You can find more details by visiting our Finance page, here.

Payment

Can I pay with a Maestro card

Yes we accept Maestro card as well as many other payment methods. Payment can be made by MasterCard, Delta or Visa, by debit or credit card and also SagePay is available.

I have forgotten my SecureCode or Verified By Visa password

For full security, we participate in the SecureCode and Verified By Visa schemes - please note that those processes are NOT operated by us.  After you enter your credit or debit card details, your card issuer will ask for part of your SecureCode or Verified By Visa password.  If you have forgotten that password they provide a link which you can use to access their systems to enable you to proceed with the order.

If you continue to experience problems placing your order, please message us from any page on our website, or call our Customer Service team on 029  2052 9955*, and they will be happy to assist.

Refunds and Cancellations

How do I cancel my order?

Please call our Customer Service team on 029 2052 9955* immediately and have your order reference number available to enable us to assist you.  Any payment will be refunded unless you have already receive your order, in which case you will be refunded when we receive your order back and there is no damage.

It's easy to message us from any page of our website.  To cancel by messaging is online, simply follow the steps listed above and we will contact you to confirm.

I've cancelled an order but the payment is still showing in my credit/debit card account?

Once an order cancellation, the payment (less any fees) is automatically refunded to your card.   However, refunds may take up to five working days to appear on your account, dependent on the card operator’s own terms and conditions, which are beyond our control.

Prices

Can I pay on finance?

Yes, provided your finance application is approved, you can pay over a period of time for your bike. Successful finance applications will need to meet the criteria specified by our partners V12 Retail Finance. Click here to visit our Finance page, where you will find payment plans and options that may suit you.

About Cycling

How much does my height matter, when choosing a bike?

Ride comfort depends on your bike being the correct size for you.  Your bike should always be a size appropriate for your height.

Having the correct ride height also affects your balance, performance and importantly your safety.

Using The Website

Do I need to register?

No. You can visit and browse our entire site and order online, without having to sign-up.

Are my personal details secure?

We take member privacy seriously and treat all information in accordance with the applicable UK Data Protection legislation.  We do not store bank or card details.  All data traffic is protected using SSL certificates from GeoTrust.  Your information is handled and processed in accordance with General Data Protection Regulations (GDPR).  Full details are provided in our Privacy Policy that can be viewed here.

Need more answers?

You can reach us directly by email, product/contact enquiry, live chat and telephone.

* Please be patient when calling

It's easy to message us from any page on our website. We are getting literally hundreds of call every hour! We are doing our best to answer calls promptly and encouraging people to message us first.

 
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  1. Ordering
  2. Delivery
  3. Contacting Us
  4. Finance
  5. Payment
  6. Refunds and Cancellations
  7. Prices
  8. About Cycling
  9. Using The Website