Sleuth

Last Updated: Monday, June 22nd 16:35

Delivery Status

• Royal Mail
  Updated: 22/062020
  If your order is in anyway time sensitive please use our Next Working Day services if available to your region. We're seeing a small number of our Tracked 48 consignments being delayed by a day or two, unless your package was sent via Special Delivery please allow additional time for your delivery. We've been advised that we cannot enquire into delays for Tracked 48 packages for ten working days so please allow two weeks for delivery before contacting us.
• DPD
  Updated: 22/062020
  No widespread delays, DPD continue to be very busy so please allow additional time for deliveries although DPD will notify you of your delivery estimate.
• Bikes
  Updated: 22/062020
  Once bikes are shipped we're not seeing any delays, however, please allow a working day for us to process and prepare bikes for departure.
• International
  Updated: 22/06/2020
  International deliveries appear to be back to normal but as with all our other services, do allow for additional time for delivery.
• Parcelforce
  Updated: 22/062020
  Parcelforce has suspended all large express 24hr and 48hr services indefinitely, this means we won't be able to deliver any bikes to remote locations such as the Scottish Highlands or Northern Ireland. 
• Collections
  Updated: 22/062020
  Our store collection option remains available for local customers, just be aware the store is only occupied on weekdays between 9-5. We'll send you a notification when your order is ready to collect, please do not come down to the store before then.

Frequently Asked Questions

Is your retail store open?
Our retail store is now open but by appointment only, if you would like to visit please call us on 01228 546931 and book an appointment prior to arriving.

Can I bring a bike to the store for repairs?
Yes, but please contact us before doing so and do not do so if you are unwell in any way or form. Our workshop is busy the moment and sourcing spares and replacements, in particular for warranties, is taking a little longer than usual from many of our suppliers so all bikes must be booked into our system and left with us.

Can I place an order?
Absolutely, whilst our retail store is partially we’re continuing so ship orders every weekday - however, whilst we have resumed our Click & Collect options the store is only staffed on weekdays so please bare this in mind if you are wanting to collect an order from us.

Are your delivery times affected?
See the table above for details which we'll try to keep updated.

Can I still return unwanted items?
Yes, our usual terms and conditions still apply however if you are struggling to return an item because you are self-isolating then please get in touch to let us know so we can note an exception for your order.

Is receiving packages safe?
A prudent question to ask, but yes, receiving packages is safe so long as hand washing protocols are observed after receiving the package. Public Health England has advised that from previous experience with other types of coronaviruses tha these types of viruses don’t survive long on objects, such as delivery packages.

Similarly, our couriers are enacting minimal contact protocols for signatures so you won't have to physically sign for deliveries.

How can I contact you?
Right now, the best way to get in touch with us is via email - either by emailing support@scotbycycles.co.uk or by filling out the contact form below, with reduced staffing levels during this period our phone system is DND mode but is taking answerphone messages, if you really need to call us please do so and leave a message - someone will call you back as soon as possible.

Our support email continues to be very busy, we're prioritizing tickets for existing customers and those with work orders - please allow a few working days to hear back from us.

Most of all #KeepSafe everyone and we’ll see you all on the other side.

FREE Delivery

Our shipping is FREE on orders over £30* for clothing and accessories with delivery within three working days, alternatively you can upgrade your delivery to DPD Next Day or Royal Mail Special Delivery from just £2.95 for next working day delivery.

All our deliveries are fully tracked and tracking information will be emailed or messaged to you when your order has left our store.

Stock Availability

Unlike many of our competitors who depend on suppliers being able to supply products on demand, we only sell products we have in stock so we're able to ship orders placed as late as 14:00 on weekdays that same day for delivery the following working day when using our DPD services.

Click & Collect

If you are local to our area (Carlisle), you can collect your order from our store at your convenience. Collection is free of charge and you'll be able to collect your order from our store usually within 2hrs on weekdays.

Note that orders for collection need to be paid for in advance and photographic ID is required for collection.

Delivery Pricing

• Royal Mail Tracked 48
  Delivery typically within three working days
  FREE on orders over £30 otherwise £2.95
  Fully tracked and may require a signature
• Royal Mail Local Collect
  Delivery typically within three working days to your local Post Office® branch for collection at your earliest convenience
  FREE on orders over £30 otherwise £2.95
  Fully tracked with email notifications
• Special Delivery 1pm
  Guaranteed Delivery by 1pm Mon-Fri
  Order before 14:00 for same day shipping (Mon-Fri)
  Available on orders up to approximately 2kg
  Regional restrictions apply
  £9.95 per order
• DPD Next Day
  Delivery next working day
  Order before 14:00 for same day shipping (Mon-Fri)
  One hour timed slot on day of delivery
  from £2.95 per order
  MAINLAND UK ONLY
• DPD Saturday
  Saturday delivery
  £8.95 per order
  Available until 14:00 on Friday
  One hour timed slot on day of delivery
  MAINLAND UK ONLY
• Bike Delivery
  DPD Next Day Freight
  FREE on orders over £500 otherwise £29.95
  One hour timed slot on day of delivery
  MAINLAND UK ONLY

Delivery Restrictions

For security purposes, we regrettably can no longer ship to forwarding centres, PO Boxes and locker boxes.

We reserve the right to revert your delivery address to your billing address should they be further than 8 km from each other without prior notice. For some items such as bikes, some of the 'in-flight' options such as those detailed below could be disabled to ensure goods can only be delivered to an verified billing address.

DPD Deliveries

Our DPD services include 'in-flight' options such as;

• Specify a safe place at the delivery address for your package to left
• Nominate a preferred neighbour to receive the package
• Change the delivery address (local only)
• Change the date of delivery
• Upgrade your delivery

Please see our Shipping Policy for further details.

Royal Mail Local Collect®

Not sure you're going to be in? with Royal Mail Local Collect® your order will be delivered directly to your local Post Office® branch or Royal Mail Customer Service Point to collect at your convenience. You'll receive an SMS/email notification when your parcel is ready to collect.

Available on orders delivered throughout the UK and is FREE on any order over £30.

Easy Returns

If an item doesn't fit, or isn't quite what you expected then simply fill out the enclosed returns form and return your unwanted items to us within 28 days for a full refund, we'll accept orders returned to us after this period with refunds made via gift vouchers for use against future orders. Unfortunately, we're unable to cover the costs of returning items to us.

For further information please see our Refund Policy for further details.

Bike Delivery

Unfortunately we're only able to ship bikes to MAINLAND UK addresses, if you live in the Highlands or on an offshore Isle please get in touch prior to purchasing - see details at the bottom of this section.

We aim to have all the bikes we stock pre-built and available for immediate purchase online and for in-store collection, once you have ordered a bike from us one of our fully trained Cytech mechanics will package your bike* into one of our custom made bike boxes. These extra-large boxes allow us to ship most bikes almost fully assembled but before we do so our mechanics will carry out a PDI (pre-delivery inspection) on the bike to ensure that before it's prepared for shipping everything is set up correctly, e.g. brakes, gear indexing etc.

Upon receiving your bike, you will simply need to take your new bike out of the box, turn and tighten the handlebars and fit one of the pedal (if your bike comes with pedals). In some instances, such as for road bikes, you may also need to attach the handlebars as they're too wide to simply be rotated so they'll be secured to the side of the frame with zip ties.

If you live outside of MAINLAND UK or in any of the postcodes listed below we can most likely still ship a bike to you but please get in touch as the surcharges we're billed by the courier vary from location to location.

Postcodes: AB, FK, HS, IV, KA, KW, PA, PH, ZE, IM, BT and GU, JE.