Returning your order

We’re always happy to accept any return, we accept returns up to 30 days after receipt.

We offer a number of methods of returning an item to us but the vast majority of our returns are processed via Royal Mail Tracked Returns which is both cost effective and is of minimal hassle.

Please review our Refund Policy before making any return to us.

  • Tracked Return

    £3.95 per label deducted from refund balance

    You can head over to the Royal Mail website and generate your own Tracked Returns label to return your item(s) to us – no returns form required, you can print your returns label using your own printer or have it printed for you at your local Post Office branch or Royal Mail sorting office.

    Return an item 
  • Direct Return

    Return an item via your own means

    If you’d prefer to return an item to us directly or if your item is ineligible to be returned via Royal Mail, you can do this too.

    You’ll first need to complete our returns form so we can create a return case then send your return(s) to the address included on the form with your order ID.

    Complete the returns form 

RETURNS

Frequently Asked Questions

Are the Royal Mail Tracked Return labels free?

Sadly not, we’re not able to absorb the cost of returning an item to us especially as often we’re selling goods with discounts – for each return we’ll deduct £3.95 from your refund total.

For the vast majority of our customers this is a net saving as returning an item such as a pair of shoes to us often costs significantly more than this, but if you are returning something small such as a jersey then you might want to consider returning something directly as it might work out cheaper.

If you'd rather not forgo the £3.95 then we're still happy to accept returns sent to us directly with the returns form linked to from the top of this page.

How long do I have to return an item to you?

You have up to 30 days from the date of receipt to return your item to us, you don’t need to contact us beforehand.

Once you have created a label we create a returns case to expect your return, please ensure your item(s) arrive back with us within 10 days.

If an item is returned to us after this time period, we’ll often still process the return but you’ll be refunded via gift voucher.

Order arrived damaged or received the wrong item?

First off, we’re really sorry this has happened - if your item is eligible for Royal Mail Tracked Returns then just return the item to us.

You don’t need to contact us, we’ll see from our daily returns update that an item with an issue is coming back to us and often we’ll reach out for further information and to offer assistance.

Do I need a return form or to contact you?

If you’re using the Royal Mail Tracked Returns service then no, you don’t require a returns form as you complete one on the Royal Mail website – if you’re returning something to us via any other means then you’ll require a returns form.

If your purchase was ineligible for Royal Mail Tracked Returns either because of its size, weight, a restriction or your location then we’ll enclose one with your order.

What is your returns address?

For customers wanting to return items to us directly, you can address all returns to:

Online Returns (Direct)
Scotby Cycles
Church Street
Carlisle
CA2 5TL

Please rememver to also detail your order number, e.g. WEB12345, on the front of your package.

Can I return anything via Royal Mail Tracked Returns?

The Royal Mail terms of carriage for returns prohibit liquids, large batteries, aerosols nor will they handle anything in excess of either 30 kg or more than 60 cm in length.

How long does it take to process my refund?

Usually just a few days, we typically process returns on Tuesdays and Fridays but once a return has been processed refunds are instantaneous – although this can of course depend on the payment method and/or your bank.

If your return has been back with us for any period longer than a week then please reach out to us.

Can I exchange my order?

Sadly not, we’re not able to exchange any orders online or in store.

If you require an alternative item (size, colour etc) then please order this separately as and when you can should stock be available.

Can I return an order via your store?

Yes you can, just note that we cannot exchange your order should you be looking for an alternative size or colour.

You'll be refunded as per our policy but you'll have the opportunity to order an alternative size/colour if desired there and then (subject to availability).

Can you arrange to collect my return?

Sadly not, we no longer maintain a third-party collection contract so cannot collect any unwanted items.

If you order is eligible for the Royal Mail Tracked Returns service you can opt to have the Royal Mail collect your return (for a small fee) as they perform their rounds.

Any other questions?