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When will my order be dispatched?
They aim to process and dispatch orders within 24 hours; however, this can take a little longer during busy periods.
Bikes can take up to 5 working days to be prepared for dispatch, as they are built and inspected by our specialist mechanics to ensure they arrive in perfect condition.
You can check your order status and see all relevant information via your online account or by entering your order number and email address.
How do I track my order?
All of their orders are shipped on tracked delivery services.
Once your order has been shipped, you will receive a confirmation email with courier tracking details.
Please allow time for your parcel to be scanned into the courier’s network before tracking activates. Once scanned, you will be able to keep an eye on the movement of your order and check for delivery updates.
Deliveries can take place from Monday – Sunday, between 08:00 - 20:00, depending on your chosen delivery service.
They recommend providing your contact number during checkout so that you can keep up to date with your delivery and benefit from the inflight options that their couriers offer.
Can I amend the delivery address on my order?
Once an order has been processed the delivery address cannot be changed and they are unable to redirect parcels to an alternative address.
Please ensure someone will be in to sign for your parcel. If nobody is available, the courier will leave a card or send an email notification with details on how to rearrange delivery or collect your parcel from a local store, if applicable.
Why has my refund not shown up in my bank account?
If they've let you know that we've refunded you, don't worry it's on its way! If you've paid by PayPal your funds will have been refunded to your PayPal account.
Refunds to credit cards can take up to ten banking days to appear in your account.
Refunds by bank transfer can only be completed once they've received the necessary banking information (swift code IBAN etc),.
How will my bike arrive?
It very much depends on what you have purchased and where you are in the world. Watch this for more information.
All bikes are given a PDI with the exception of balance bikes and BMX bikes which will arrive unassembled and will require assembly. Instructions will be contained within these to illustrate how to do this.
The majority of bikes being delivered to the UK and Europe will arrive in a roll out box. This means it is all set up to go and the only work needed by you will be to adjust the bars, fit the pedals, which will be in the box and adjust the saddle.