Shipping your shop purchase
If you buy something from our shop, we offer a flat rate shipping of £9 for larger items, £3 for smaller items, to anywhere in Mainland UK. Check the shipping dispatch time on each product. We ship many items within 1 working day, some can take a few days extra. We aim to delivery within 3 to 5 working days, but delivery is often made within a day or two.
What if we’re building your eBike?
We work with APC to collect and deliver your bike to just about anywhere in the UK for £49 each direction, including the box and packaging. We are unable to offer a discount if you already have a box. However, please feel free to use your own box providing the length does not exceed 1.6m and the sum of the width and height does not exceed 1.2m
How do I get my bike ready for collection?
These FAQs will help you get your bike ready for shipping to us if we are doing the build for you.
What time on the scheduled day will my parcels be collected?
We use APC for our collections and deliveries. They will notify you on the morning of collection of your 2 hour time slot. This means the person at the collection address needs to stay at the collection address within these hours.
What if I can’t stay in all day?
You will receive a message from APC with details of the delivery time-slot, allowing you to amend with them if necessary. However, we can either uplift from the persons work address or goods can be left in a safe place. If you choose to leave the goods safe, a note for the driver must be left directing them to the parcel and giving authorisation for the driver to uplift. Please be aware that customers do this at their own risk.
I have missed the driver when they came for a collection, what do I do?
Please fill out the missed collection form to arrange a new collection date. A maximum of two further attempts will be made over and above the initial attempt. If after three attempts uplift is unsuccessful, the collection will be put on hold until the person making the booking can give a 100% guarantee that there will be someone at the address for uplift before we will arrange to return.
How long does delivery take?
Delivery is normally next working day, excluding Scottish Highlands and Islands and Northern Ireland, Isle of Man. That means if goods are collected day one they are delivered day two. i.e. goods collected on a Tuesday will normally be delivered on a Wednesday. Friday collections are normally delivered on a Monday.
Is this guaranteed?
We currently deliver 98.7% next working day and strive to give the best possible service. Due to logistical problems, occasionally a parcel may miss a connecting trunk and there are certain factors out with our control such as acts of god, severe weather conditions, traffic delays etc.
Do you offer a money back guarantee?
If your parcel is delayed and not delivered the next working day, we will endeavour to deliver as soon as physically possible. Therefore we will still provide the service and therefore no refund will be given.
I have missed a delivery, what do I do now?
We will attempt a delivery the next working day. A card will be left by one of our drivers on both attempts, please read the instructions on the card, and call the number supplied to rearrange a convenient day for redelivery. If we do not receive a response to the card within 3 days the parcel will be returned to our holding warehouse and redelivery costs will be incurred.
Can I change delivery address free of charge?
You can change delivery address free of charge prior to the parcel being collected. However if the parcel has already been collected, the parcel will then need to be redirected through the system and this will incur additional costs as this amounts to another delivery.
Can the driver call me when he is close by for either collection or delivery?
Unfortunately our drivers use hand held digital scanners where their information is sent digitally, they do not have a company phone which they can call out on. Therefore this service is not available.
Are my deliveries insured?
Please relate to our terms and conditions for liability cover queries.
How do I register a liability claim?
Any liability cover claim must be submitted in writing or by email, within three days of receiving the parcel, out with this time the claim will be null and void.
How do I package the bike?
All bikes should be fully packaged to avoid damage to goods in transit. All bikes must be boxed and suitably dismantled to fit in the box. For further information please refer to our packaging requirements. The customer remains responsible for ensuring packaging and labelling is adequate for transportation.
The driver will use their own discretion as to whether the parcel is adequately packaged and is at liberty to refuse collection should they feel it is not packaged sufficiently and could be damaged in transit.
What happens if my parcel is larger than the restricted dimensions?
At any stage of the delivery parcels are subject to volumetric checks. If your package is deemed oversized or overweight, you will be charged accordingly. Your parcel will be put on hold until this payment is made.
How long will a liability claim take?
A liability cover claim will normally take eight to twelve working weeks, from the time the claim is lodged to the time funds are paid outd