Frequently Asked Questions
What payment methods do you accept?
Currently we accept all major credit and debit cards plus PayPal, we can also process payments via Apple Pay when using an Apple Device and Google Pay if using either Android or Google Chrome.
Do you accept Cycle to Work schemes?
We do accept cycle to work scheme vouchers from a wide range of providers, we actually have a page dedicated to this which can be found here.
Do you have everything in stock?
Yes, unlike many of our competitors we only sell stock we have on hand in our store or stockrooms and we perform regular stock takes to ensure our stock levels are as accurate as they can be.
Our bike stocks however are not live, the stock is managed by our retail store and then regularly synced to the website - as its a manual process its only done once a day, if you have any concerns about this before making a purchase please just get in touch and ask about our stock holding for bikes.
How do I spend customer reward points online?
If you still have points from our old website you can contact us with your account details and we’ll create you a gift card to use on our website.
If you have earned points from purchases in our retail store however you can only use those against purchases in store and only for goods available exclusively in our retail store.
For further information please see our Customer Rewards page.
Do you offer interest free finance?
We don’t offer any finance options online however do offer finance in store, as it’s retail finance we can only offer this to customers in store and, if successful, taking the goods away with them.
Can I place an order over the phone?
Yes, however the order must be for less than £200 and can only be delivered to the billing address.
Because phone orders are vunseravke to card fraud we do perform further checks with your issuing bank to ensure the details we have been given are accurate, as this will take time phone orders are exempt from our shipping cut off schedule.
What couriers to you use?
Currently we use the Royal Mail and DPD Local.
Can I collect my order from your store?
Yes, as you begin the checkout process you will be offered the option to either collect your order or have it delivered. We have a section explaining this further on our Delivery Policy page.
How much is delivery?
Our delivery prices are available on our Delivery Policy page or on the delivery and returns tab available from any product page.
What days do you ship on?
Our online offices are open only on weekdays so we only ship on weekdays, orders placed before 2pm on weekdays are shipped that same day so orders placed after 2pm will ship the following working day.
What days to you deliver on?
Our couriers deliver Monday-Saturday, however, Saturday delivery with DPD is a premium service.
Is my delivery guaranteed?
We only offer one guaranteed delivery service, Royal Mail Special Delivery - all our other services are estimated delivery targets for which there are no guarantees.
We appreciate that if you have paid extra for these services and they don’t deliver on time then its frustrating, however, we’re unable to refund your shipping costs as we’re unable to pursue the matter.
However, if you paid for Royal Mail Special Delivery and your order didn't arrive before 1pm* then please reply to your dispatch notification and let us know.
Do you deliver overseas?
At time of writing we do, however, with Brexit this might be suspended whilst we work out how small businesses such as ourselves continue to ship goods to the EU. This shouldn’t affect our services to the U.S., Canada, Australia and Japan.
Please see our Shipping Policy for pricing, availability and updates.
Do you offer free returns?
Unfortunately we cannot offer free returns so any return postage costs will have to be covered by the customer, we’re a small business selling goods often at discounted prices leaving not enough margin to afford the prices the Royal Mail wanted us to pay for Tracked Returns.
How can I get a returns form?
We’ll enclose one with your order but you can also download a new copy from our Returns Policy page should you need another copy.
How long do I have for making a return?
Typically we allow four weeks (28 days) to return unwanted goods to us.
Can I exchange my order?
Unfortunately not, we hope to resolve this in the future but unfortunately it's a technical issue around how exchanges have to be performed. However, if you’re relatively local to our retail store here in Carlisle you can come into the store and exchange your online order the exchange wouldn’t need shipping.