Sleuth

Last Updated: 01/04/2020 11:42

Is your retail store open?
Sadly, we have closed our retail store until further notice. We hope to be back up and running as soon as it is safe for both our staff and customers to do so.

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 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 closed we’re continuing so ship orders every weekday - however, whilst we have resumed our Click and Collect options the store is only staffed on weekdays.

Bike Delivery
Our workshop with its reduced staffing is at capacity at the moment as we deal with servicing and packaging of bikes, this has resulted in us needing an extra working day to safely prepare orders. We've also been exceptionally busy these past week which has resulted in us running a short on our custom bike boxes - when these run out we'll be using regular manufacturer boxes rather than the large ones described on some product pages.

Are your delivery times affected?
So far, we’ve not seen any impact on delivery estimates from our two primary couriers - however given the quickly changing circumstances involved it is possible for localised delays as delivery depots respond to issues as they arise.

You can find out about any such delays on either the Royal Mail or DPD website.

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 is also very busy at the moment too, please allow a working day for tickets to be updated as and when staffing allows.

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 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 having the stock they sell, we only sell products we actually have in stock 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.

*For orders containing bikes, the cut off is 12:00 as these take a little longer to prepare for shipping than regular orders do.

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

• Economy
  Royal Mail Tracked 48
  Delivery typically within three working days
  FREE on orders over £30 otherwise £1.95
  Fully tracked and may require a signature
• Before 1pm
  Royal Mail Special Delivery
  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
• Next Day
  DPD Next Working 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
• Saturday
  DPD Saturday
  £8.95 per order
  Available until 14:00 on Friday
  One hour timed slot on day of delivery
  MAINLAND UK ONLY

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.

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.