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Delivery & Collection
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Delivery Methods
Delivery MethodsDelivery Options
Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.
Please refer to the checkout for the most up to date information on delivery options.
Delivery Option Order Before Delivery Times Cost (£GBP) Standard Delivery 23:59 3 to 7 Days 4.99 Store Delivery* (Smaller Items) 23:59 3 to 7 Days 4.99 Store Delivery* (Larger Items) 23:59 3 to 7 Days 19.99 Express Delivery - 48 Hours 21:00 48 Hours 7.99 Next Day Delivery by Evri 21:00 Next Day 9.99 Special Delivery 23:59 5 to 7 Days 19.99 Oversized Delivery 23:59 3 to 14 Days 19.99 Next Day Bulk Delivery 14:00 Next Day 39.99 Bank and Public Holidays are not included.
Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.
Spend £100 (excluding delivery) and receive a £5 voucher to spend in-store when you choose Store Delivery.
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Still need to contact usRest of the World Delivery CostsBelow is a list of countries that we currently deliver to, both european and the rest of the world, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.
Delivery will take between 3 - 21 Days, Public and Bank Holidays are excluded.
Please note: We may not be able to ship some items outside of the UK due to restrictions, please refer back to the product page and press deliveries to see what options are available. If the product lists international as an option you should be able to the below countries.
Europe
Country Cost from (GBP) Country Cost from (GBP) Albania 11.66 Andorra 9.99 Austria 8.33 Belarus 11.66 Belgium 5.83 Bosnia and Herzegovina 11.66 Bulgaria 9.99 Canary Islands 21.66 Croatia 9.99 Cyprus 10.83 Czech Republic 9.99 Denmark 8.33 Estonia 9.99 Finland 8.33 France 5.83 Germany 5.83 Gibraltar 8.33 Greece 9.99 Guernsey 5.83 Hungary 9.99 Ireland 5.83 Italy 8.33 Jersey 5.83 Latvia 9.99 Liechtenstein 8.33 Lithuania 9.99 Luxembourg 5.83 Malta 10.83 Moldova 11.66 Monaco 10.83 Montenegro 11.66 Montserrat 21.66 Netherlands 5.83 Norway 8.33 Poland 9.99 Portugal 8.33 Romania 9.99 Serbia 11.66 Slovakia 9.99 Slovenia 9.99 Spain 8.33 Sweden 8.33 Switzerland 8.33 Turkey 11.66 Rest of the World
Country Cost from (GBP) Country Cost from (GBP) Algeria 21.66 American Somoa 21.66 Antigua & Barbuda 21.66 Argentina 21.66 Armenia 21.66 Aruba 21.66 Australia 13.00 Azerbaijan 21.66 Bahrain 17.49 Bangladesh 21.66 Barbados 21.66 Benin 21.66 Bermuda 21.66 Bhutan 21.66 Bolivia 21.66 Botswana 21.66 Brazil 21.66 Brunei 17.49 Burkina Faso 21.66 Cambodia 21.66 Cameroon 21.66 Canada 14.99 Cape Verde 21.66 Cayman Islands 21.66 Chad 21.66 Chile 21.66 China 21.66 Colombia 21.66 Congo (Democratic) 21.66 Congo (Republic) 21.66 Costa Rica 21.66 Djibouti 21.66 Dominica 21.66 Dominican Republic 21.66 Ecudaor 21.66 Egypt 21.66 El Salvador 21.66 Equatorial Guinea 21.66 Ethiopia 21.66 Falkland Islands 21.99 Fiji 21.66 French Guina 21.66 Gabon 21.66 Georgia 21.66 Ghana 21.66 Greenland 11.66 Grenada 21.66 Guadaloupe 21.66 Guatemala 21.66 Guinea 21.66 Guinea-Bissau 21.66 Guyana 21.66 Haiti 21.66 Honduras 21.66 Hong Kong 15.83 Iceland 11.66 India 15.83 Indonesia 15.83 Israel 21.66 Jamaica 21.66 Japan 15.83 Jordan 17.49 Kazahkstan 21.66 Kenya 21.66 Kiribati 21.66 Korea (South) 15.83 Kuwait 17.49 Kyrgyzstan 21.66 Lebanon 21.66 Lesotho 21.66 Madagascar 21.66 Malawi 21.66 Malaysia 15.83 Maldives 21.66 Marshall Islands 21.66 Martinique 21.66 Mauritania 21.66 Maurtius 21.66 Mayotte 21.66 Mexico 14.99 Micronesia (FSO) 21.66 Mongolia 21.66 Morocco 21.66 Mozambique 21.66 Myanmar Burma 21.66 Nauru 21.66 Nepal 21.66 New Zealand 12.55 Nicaragua 21.66 Niger 21.66 Nigeria 21.66 North Macedonia 21.66 Oman 17.49 Pakistan 21.66 Palau 21.66 Panama 21.66 Papua New Guinea 21.66 Paraguay 21.66 Peru 21.66 Philippines 15.83 Puerto Rico 21.66 Qatar 17.49 Reunion 17.49 Saint Kitts & Nevis 21.66 Rwanda 21.66 Saint Vincent 21.66 Saint Lucia 21.66 Sao Tome & Principe 21.66 Samoa 21.66 Senegal 21.66 Saudi Arabia 17.49 Singapore 15.83 Solomon Islands 21.66 South Africa 17.49 Sri Lanka 21.66 Suriname 21.66 Taiwan 15.83 Tajikistan 21.66 Tanzania 21.66 Thailand 15.83 The Bahamas 21.66 The Gambia 21.66 Togo 21.66 Tonga 21.66 Trinidad & Tobago 21.66 Tunisia 21.66 Tuvalu 21.66 Uganda 21.66 United Arab Emirates 15.83 United States 8.33 Uruguay 21.66 Uzbekistan 21.66 Vanuatu 21.66 Venezuela 21.66 Vietnam 15.83 Zambia 21.66 Zimbabwe 21.66 SDid you find it helpful? Yes No
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Still need to contact usClick & CollectYou can have your order delivered to one of our participating stores/branches within the UK.
Click and Collect orders take between 3 - 7 days to be delivered to store, you'll see your estimated delivery date on the emails we send to you. Once your order has arrived at your chosen store, we'll let you know your order is ready for collection by sending you a 'Collection ready' email.
You will need to take this email along with your order number and a valid ID to store with you as it contains your unique delivery code which is required for collecting your bike or parcel. (You will need all 3 to collect your order)
Acceptable forms of ID are:
- Cheque Guarantee / Credit / Debit Card
- Bank / Building Society Book
- Valid Passport
- Cheque Book
- Drivers Licence
- Utility Bill
For under 18s:
- National Insurance Card
- Medical Card
- Savings Book
We will send you three reminders via email to collect your parcel. However, if your parcels is not collected within 10 days it will be returned to the warehouse, a refund will be processed to your original payment method within 14 days of your parcel being received by the warehouse.
Please note: that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.
Your parcel can only be collected within your chosen stores opening hours.
Unfortunately, we are unable to return orders bought online in store, including Click & Collect orders.
Click and Collect Cost
Delivery to store costs £4.99
You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.
Currently, we do not offer Next Day delivery on Click and Collect orders.
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Delivery FAQs
Delivery FAQsWhere is my order?
1 - Check your estimated delivery date
You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).
Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods.
2 – My order is shipped, but I haven’t had it yet
You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:
- In your emails we send to you confirming your order is shipped.
- In your order history, in My Account by clicking Track Your Order
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.
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Still need to contact usTracking deliveryYou’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:
- In your emails we send to you confirming your order is shipped.
- In your order history, in My Account by clicking Track Your Order
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.
If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.
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Still need to contact usWhy is my order late?We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as:
- During busy periods - when a sudden high volume of products needs to be shipped.
- Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
- Bad weather – when it may be more difficult for products to be shipped around the country.
We will keep you informed by email on the progress of your order.
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Still need to contact usCan I track my delivery overseas?We make it easy for you to track your delivery no matter where it is.
Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.
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Still need to contact usOrder confirmationOnce you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.
We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.
If you aren't receiving emails from us, please check your junk folder and add us to your safe list.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.
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Still need to contact usCustom charges and import dutiesIf you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel.
These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
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Still need to contact usWhy has my order or item been returned to sender?Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.
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Still need to contact usMy parcel shows as delivered, but I've not received itSorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.
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Still need to contact usClick & Collect ExceptionsClick and Collect is available for most orders but not for all, and this can be for a number of reasons;
- the item ordered is a pre-order item
- one of the selected items is not eligible
- the size or volume of the item is too large
Please select another delivery option for your order.
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Still need to contact usClick & Collect VoucherAs a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.
You'll be given your voucher by our store staff when you collect your parcel.
The Click & Collect voucher has an expiry date of 2 years and can only be used in store.
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Still need to contact usWhat will happen if I am not in when the parcel is delivered?For most deliveries the carrier will give you advanced notice by sending you email or text messages, keeping you updated as your parcel makes it's way to you. This also includes sending you an estimated delivery timeslot in many cases so you can arrange for someone to be home.
When delivering any of our standard items, if you're not in the courier will usually attempt to leave the parcel with a neighbour or in a secure location and they'll let you know (by email or leaving a card through your post box).
If there is nowhere safe to leave your parcel, they'll let you know they've attempted delivery & will try again, usually on the next day.
If your order is for heavy or large items (think large furniture or appliances) the courier will send you a message in advance to schedule the delivery.
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Delivery Methods
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Orders & Payments
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Placing Orders
Placing OrdersHow do I apply a discount code?
If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’.
If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:
Any other codes need to be added in the payment section.
Some of our offer codes require you to be logged in to your account online to receive the discount. Please make sure you've logged in using the email address which you received your offer.
Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.
Please note:
Terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.
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Still need to contact usWhat payment options are accepted?We accept most well known payment methods:
- Alipay
- American Express (AMEX)
- Apple Pay
- Bancontact
- Gift Cards
- Giropay
- iDEAL
- Maestro
- Mastercard
- P24
- PayPal
- SOFORT
- VISA
- VISA Debit
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.
You can't buy gift cards using gift cards as a payment option.
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Still need to contact usWhat is payment authentication?Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
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Still need to contact usPayment IssuesIf you are getting error messages when making a payment using a card, please check the following:
- The address registered on your card matches the billing address in My Account/on your order
- You are entering the card details correctly e.g the expiry date and security code from the back of your card
- Has your bank declined the payment, you will need to contact your card provider as they will have more information.
- Try using a different card or payment method.
Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:
- The error message you are seeing
- A description of the problem
- What payment method you are trying to use
- What the products are you’re trying to purchase
- What internet browser you are using or if you are using our app
- Any other details that could be useful
Please note: If you are experiencing problems whilst using PayPal to make a payment, you will need to contact them directly.
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Still need to contact usWhy is my bank showing two charges for my order?We only take payment for an item after it has been processed.
However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order.
The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days.
In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation.
If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
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Still need to contact usCan I use my gift card online?Yes, Gift cards can be used online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.
Here are some further terms and conditions around our gift cards;
- Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
- Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
- Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
- Gift cards cannot be used to buy further gift cards.
- Gift cards cannot be used by customers outside of the United Kingdom.
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Still need to contact usCan I cancel or make changes to my order?I need to cancel my order
Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you.
If your order has been shipped or starting going through our automated fulfilment process we will not be able to cancel your order. Please see our returns policy for details on how to return your order once received.
I need to change the address
We cannot change your delivery address after you’ve placed your order.
If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services.
If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again.
I need to change my order
We will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.
Also, once an order has been submitted we cannot make any changes, this includes:
- Adding or removing items
- Changing colours or sizes
- Changing the delivery options
- Applying promotional discounts
- Updating the email address on the order
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Still need to contact usApply Gift Card, eVoucher or Credit NoteStore Credit Note
Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?
You can add up to 10 codes, if you wish to apply more eVouchers/credit notes to the same order please follow the above steps again for each code.
Pre-Paid Mastercard/3rd Party Contactless Gift Card
If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.
Please note: We are unable to add promotion codes or discounts once your order has been placed.
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Still need to contact usWhere do I find my voucher code and pin?eVoucher
If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.FDid you find it helpful? Yes No
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Still need to contact usWhy is the item price different to what I was expecting?You may be looking at a promotion price that has since expired.
For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..
Additionally, please note that some products feature different pricing per size / colour / style etc.
Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.
We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.
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Still need to contact usDo you offer Student or Blue Light discounts?We don't directly offer these services, but sometimes they are available via third party companies such as Unidays or Blue Light. We would recommend you search for us directly on those platforms for further clarity and support as these codes are managed externally, and their terms and conditions can be found on the respective discount provider’s website.
For any issues related to third-party discount codes, we recommend reaching out directly to the discount provider for further support. To ensure you have the most accurate information, we also suggest searching for our offers directly on these platforms.
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Completed Orders
Completed OrdersI've received the wrong item
If the item you received differs to what you ordered or expected:
For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.
When contacting us, please also provide a clear image showing the tags and product code so we can better help you.
Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.
For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.
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Still need to contact usMy item is faultyIf you've identified a fault with an item you ordered:
For orders placed online - please contact our Customer Service team with full details of the item and fault and we will investigate this for you.
When contacting us, please also provide clear images showing the fault so we can better help you.
Please note, all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.
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Still need to contact usI'm missing an item from my orderWe’re sorry there’s items missing in your order.
Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
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Still need to contact usWhy have you cancelled my order or item?You're order may have been cancelled due to one of the following reasons:
- The items are out stock when it comes to packing your order
- The items are not available for shipping out of the UK
- The billing address doesn't match the details your payment provider has on records.
You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared.
Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item come backs in to stock after the sale has ended.
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Still need to contact usMy order has been cancelled, but it appears that I have still been chargedIf your order has been cancelled, you will be refunded to your original method of payment within 2-5 days.
The time might depend on your banks processes.
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Still need to contact usI haven’t received my gift cardPlease check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
If you still can’t find it, please contact us and we will be happy to help.
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Still need to contact usMy item is incomplete or missing partsWe're sorry to hear there is a problem with your item.
Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
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Still need to contact usMy item has developed a faultIf your item has developed a manufacturing fault within a year of purchase, please contact our Customer Service team and provide images of both the item and the fault. If you have a faulty bike you will be asked to provide the following photos:
• Whole bike
• Bike area with Fault / Damage
• Box showing any damage
• Box showing the shipping labels
During cases where the fault is difficult to demonstrate on a photo we may need you to send a short video demonstrating the fault.
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Still need to contact usWhen will I receive my Pre-order item?Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date.
Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.
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Still need to contact usHow can I get a VAT receipt?VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.
If you haven't received this email, please check your junk folder.
How do I view my previous invoices online?
If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders.
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Product Info
Product InfoHow do I find my size?
Sizes vary with different brands and styles.
We have a size guide below that will show you clothing and footwear sizes to help you make an informed decision about your purchase.
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Still need to contact usItem out of stock?Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website.
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Still need to contact usIs there a limit to how many products I can buy?If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:
You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.
If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.
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Still need to contact usSize GuideSDid you find it helpful? Yes No
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Still need to contact usProduct InformationMost of our product information can be found on our website, when viewing the product page.
This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.
If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Services team so we can help you further.
When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.
Please note: Customer Service will not be able to give you advice on which products you should buy.
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Placing Orders
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Returns & Refunds
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Returns
ReturnsPurchases Pre-25th March 2024
As you may be aware, Wiggle Limited and Chain Reaction Cycles Limited (“the Companies”) went into administration and certain limited assets were purchased by the Frasers Group.
Frasers Group bought elements of stock and brand names, but did not buy into any contracts or other liabilities and therefore we are unfortunately not legally responsible for any previous orders, return or warranty issues.
You will need to contact the Administrators to look into this further as we have no legal obligation to replenish any orders placed with the previous owners.
The Administrators’ contact details are : [email protected]
The Administrators act as agents of the Companies and without personal liability.
The Companies Terms & Conditions apply.
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Still need to contact usI need to return my order or item bought onlineTo return items ordered from Evans Cycles; all items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.
If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.
- Securely repack your items, and include a completed returns form inside your parcel. You can find the returns form attached to this article.
- On the outside of your parcel, address your return to the correct returns address.
- Items that were shipped from a Brand Partner: Check Returns - Bought from a brand partner for the returns address & instructions - This information should've also been included inside your parcel.
- Items that were shipped from our warehouse: Address your parcel to-
Evans Cycles
Unit B ,
Brook Park East,
Shirebrook.
NG20 8RY
- Send your parcel back using your preferred carrier or postal service - please note, postage will be payable. We do not offer a free returns service for unwanted items.
- For peace of mind, we encourage you to keep a receipt as proof of your return.
All items are inspected upon return, if we don't find a manufacturing fault and is simply due to wear and tear, we will return the item to you. Please allow 14 days from the date of return for this to be credited back to your original payment method.
If your item is faulty, please contact our Customer Service team and provide images of both the item and the fault. If you have a faulty bike you will be asked to provide the following photos:
- Whole bike
- Bike area with Fault / Damage
- Box showing any damage
- Box showing the shipping labels
During cases where the fault is difficult to demonstrate on a photo we may need you to send a short video demonstrating the fault.
Please note: Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.
Please press here to download your returns form.
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Still need to contact usCan I exchange an order?No, we do not exchange items.
In the event you change your mind, you may be able to return an online item for a full refund. Please check our policies for further information.
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Still need to contact usCan I return more than one order in the same parcel?Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
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Refunds
RefundsHow will I receive a refund?
We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card or eVoucher, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.
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Still need to contact usWhen will I receive a refund?We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes.
Please allow up to 14 days for your items to be inspected and any refunds to be issued. You'll usually be able track the progress of your return, if you have tracking details from the carrier.
You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.SDid you find it helpful? Yes No
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Still need to contact usI can't see a refund on my bank statementPlease allow 7 days for the refund to appear in your bank account.
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Brand Partner Returns
Brand Partner ReturnsRETURNS - BOUGHT FROM A BRAND PARTNER
Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this:
Please see additional information below and details on how to return those items.
Returns policy overview
- Returns will be eligible for refund only, no exchanges are available for these items
- Items must not be used, worn or washed
- Items must be in original packaging and all tags attached
- Personalised items will not be accepted unless text is incorrect, or the item is faulty
- Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
- Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned.
Please note: postage will be payable. We do not offer a free returns service for unwanted items.
BRAND PARTNER RETURNS INSTRUCTION 4Down Distribution Please return items to the following address:
4Down Distribution Ltd,
Unit 6 Northridge Business Park,
Haywood Way,
Hastings,
East Sussex,
TN35 4PPCannondale Please return items to the following address:
Cannondale UK - Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM
BH12 4NUChicken Cyclekit Please reach out to our Customer Services team to make a return, or to raise any warranty queries.
Any returns must include the returns form.Endura Please return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SFEskuta Limited Please return items to the following address:
Unit 5,
Bermuda Innovation Centre,
St. Davids Way,
Nuneaton,
CV10 7SDExposure Lights Please return items to the following address:
Ultimate Sports Engineering,
Unit 4,
Bury Mill Farm,
Pulborough,
RH20 1NNExtra UK Please return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XFI-Ride Please return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4ELJ and R Sports Please return items to the following address:
SDMP Customer Service,
C/O J & R Sports Limited,
Unit 4 Vesty Business Park,
Vesty Road,
Aintree,
Merseyside,
L30 1NYMomentum Hyper Please return items to the following address:
RideMinded UK,
Alexandra House,
36a Church Street,
Chelmsford,
Essex,
CM2 7HYOxford Products Ltd Please return items to the following address:
Priority Return,
Oxford Products Ltd,
De Havilland Way,
Witney,
OX29 0YGPacific Cycle Please return items to the following address:
Pacific Cycle UK – Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM,
BH12 4NUPure Electric A Pure Electric pre-paid collection must be arranged in order to return any purchase to the Partner Brand. Please reach out the our Customer Services team stating your reason for return and a date you are available for the collection to be made.
Please note items are to be returned in their original packaging, in a resalable condition, and securely packaged.
Raleigh A Raleigh Return Number must be obtained before any return is sent back to the Partner Brand. To obtain your Raleigh Return Number please reach out to our Customer Services team.
Silverfish For warranty claims please click here
Please return items to the following address:
Silverfish UK LTD,
Units 3a-3c Woodacre Court,
Saltash Parkway Industrial Estate,
Burraton Road,
Saltash,
Cornwall,
PL12 6LYUnited Wheels Please reach out to our Customer Services team to make a return, or to raise any warranty queries.
Any returns must include the returns form.Upgrade Bikes Please use the provided returns label to make any returns, and ensure that the goods are returned in a re-saleable condition.
Please return items to the following address:
Upgrade Bikes, AB Star Road,
Partridge Green,
West Sussex,
RH13 8RAVeloBrands Please return items to the following address:
VeloBrands Ltd,
Copplestone Mills,
Copplestone,
Devon,
EX17 5NFWeeRide UK Please return items to the following address:
WeeRide Returns,
Silver X Group,
Unit 2 & 3 Hamilton Road,
Sutton in Ashfield,
NG17 5LDZyroFisher Please return items to the following address:
ZyroFisher,
Roundhouse Road,
Faverdale Industrial Estate,
Darlington,
DL3 0URSDid you find it helpful? Yes No
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Returns
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My Account
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Getting Started
Getting StartedHow do I register for an account?
Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
To register with your active, valid email address, please click here.
Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
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Still need to contact usHow do I create or change my password?Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
To register with your active, valid email address, please click here. You will be asked to create a password for your account.
If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.
You can manage your account and your password in the My Account section.
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Still need to contact usHow do I change details such as my payment/contact preferences?- You can manage your account and your password in the My Account section.
- You can update how you want us to contact you under ‘Contact preferences’
- You can update your payment details under ‘Manage cards’.
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Still need to contact usHow do I create or change my email address?For our customers’ security we don’t allow change of email address.
If you need to use an alternative email address, we’d ask you to create a new account.
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Still need to contact usHow do I buy online?You can search for items in a few different ways, to then add them to your shopping cart.
There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
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Still need to contact usHow do I pre-order an item?Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.
The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.
We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.
When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.
We will only charge you once the order has dispatched.
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Still need to contact usUnsubscribe/Delete AccountHaving an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.
If you want to delete your online account, please contact us with your details our team will help you further.
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Technical Issues
Technical IssuesAdd to safe sender list
Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender listMicrosoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop-down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts listYahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts listGoogle Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.SDid you find it helpful? Yes No
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Still need to contact usI’m having problems signing in. What can I do?If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.
If you don't have an account you can set one up here. This means you have all your order history and details in one place.
If you're still having problems signing in to your account, please contact us and we'll be happy to help.
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Still need to contact usI'm experiencing issues using the websiteWe're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
- Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
- Clear your cache and cookies
- Deactivate any plugins
- Check your HTTPS settings
- Clear your temporary files
- Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
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Still need to contact usI'm experiencing issues with the AppWe're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.
If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.
If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
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Getting Started