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Customer Service

Shipping & Delivery
Most orders over £20, within the UK qualify for free delivery (excludes cardboard bike boxes), any orders under £20 will incure a small delivery, packaging and handling charge. Orders placed for delivery outside of the UK will not usually qualify for free delivery, a subsidised charge will be applied in these cases.
Privacy & Security
We are committed to respecting your privacy. In general, you can visit us without revealing any information about yourself. We do collect information regarding visitors to our Web site. Some information is required in order to process orders, for example. We analyze this data for trends and statistics to help us provide you with a better service.
 
To process your order, we require your name, billing address, phone number, email address and credit card information. We use this information to process your order and, if any questions should arise, to contact you about your order. If we need to contact you, we will contact you via email first. If unsuccessful (or time is critical), we will try to contact you by phone.
Any information provided by you will be used for 
our purposes only. However, we may need to provide your name and delivery address to third parties that are involved in the processing of your order uses for delivering specific services to you (for example, the financial institution that issued your credit card or the courier that delivers your order).
Your information will not be shared with individual or other companies (such as direct mail organizations or other third parties) unless required by law.
There are times when we may request information from you, such as your, name, address and e-mail address. When additional information is requested, we will try to let you know at the time of collection how we intend to use the personal information you provide, such as respond to your inquiry, accept an order, conduct a survey or allow you to access specific information such as account information, etc. We do our best to maintain the accuracy of any personal information you do supply to us.
 

Cookies are small bits of text used by a browser to store information on your computer’s hard drive. Each cookie can only be read by the web server that originally issued it. Cookies cannot profile your system or collect information from your hard drive. Most On-Line retailers use cookies. We use Cookies to let us know you are a prior customer and thus you will not need to re-enter certain information every time you shop at the site. We do not use cookies to store credit card numbers, address information or any other personal information.

 
Returns & Replacements

As long as the item is not fitted or used and is in a resalable condition we are happy to receive it back for a refund or exchange:

  • Parts, Accessories and Clothing can be returned within 30 days of purchase instore or online.
  • Bikes + Frames can be returned within 14 days if ordered online and within 30 days for faulty/damaged goods.
  • Goods must be in original undamaged packaging and packed to prevent damage during transit.
  • Goods must not have been fitted or used.
  • We recommend using a recorded postal service.
  • We are not responsible for the cost of returning items unless we sent you the wrong item or the item was damaged or faulty. In which case we will refund reasonable postal costs, excluding special delivery or premium postal services.

NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the product first.

Ordering
We do our best to ensure availability of all advertised products and endeavour to despatch all parts within the quoted time. If there is a delay we will inform you of this via email or phone and the product will be despatched as soon as it is available. If you have ordered multiple items they may arrive separately.We have no liability to you for any delay in the delivery of products ordered. Selecting a next day service does not guarantee the item will be delivered next day only that a next day service is used. If a next day service is required we advise calling to ensure we can ship the item the same day. We will do our best to get all orders sent out as quickly as possible. You have the right to cancel delayed orders at any time.Occasionally we find ourselves having to withdraw an item because it has become obsolete or has been discontinued. If you have placed an order for an item that has been made obsolete we will inform you as soon as possible and offer you an alternative if one is available.
Payment, Pricing & Promotions
Payment over the Internet can be made via PayPal or credit card using Visa, Visa Electron, Mastercard, Switch/Maestro or Solo cards, PayPal. Card charges will appear on your statement as "Cyclomonste". A PayPal account is not required to make a credit card payment, after clicking the PayPal option there is a link to pay without having a PayPal account.
Due to the nature of the clearing system your payment will be taken at the point of processing. If a problem in supply should occur, your payment method will be refunded as swiftly as possible.  The refund may take a couple of days to show as cleared funds on your account, depending on payment provider.
We reserve the right to amend or cancel an order in the event of incorrectly displayed prices or incorrect discount codes.
If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your order reaches your country. These and any additional charges for customs clearance are your responsibility.
Deposits placed on any items are none refundable.
Special orders items (i.e not instock at time of order and ordered in specifically for a customer) that are cancelled after order will incure a 15% restocking fee or loss of deposit.
Viewing Orders
Orders can be viewed in the acounts tab, in My Account
Updating Account Information
You can help us update and maintain the accuracy of any personal information you supply by using the account profile pages or notifying us of any changes to your address, title, phone number or e-mail address.