FAQs

What can I expect from your secondhand bikes?  

Our bikes will function as good as they did when they were new. Although the frame is secondhand, we replace any worn parts with brand new components. All our bikes are serviced by our experienced, highly trained mechanics.  

Aesthetically, there may be some cosmetic wear so if this is a concern for you make sure you have good look at the photos before you buy.  

How do I know which size bike I need?

Before you buy a bike, please check out our bike size guide

When will my order arrive? 

A bike will arrive within 3-5 working days of being ordered. It takes us 2-3 days to prepare the bike for you and the shipping company generally deliver the day after it is dispatched. On occasion it is necessary to send things on a 48 hour service. We will send you an email to let you know once your bike has been dispatched.

How much does delivery cost? 

Bike delivery to UK mainland is free and any accessories that are ordered together with a bike are free. Orders of accessories that are ordered separately from a bike will incur a £10 delivery charge per order (unless the order is over £100).  

Where do you deliver to? 

Anywhere in the UK.  

Can I pick my bike up from the workshop? 

Yes of course – you will be given the option to collect at the workshop in the delivery options menu when placing your order. 

Can I test ride it before I buy it? 

Absolutely. Just make an appointment to come try it at our workshop by emailing info@thebikeproject.co.uk

Will my bike be safe to ride? 

Our mechanics are all highly qualified and extremely experienced. They service every bike that we sell and ensure that it is safe to ride.  

How will my bike be packaged? Is it fully assembled? 

The bike will arrive in a bike box fully serviced and almost fully assembled.

Due to the constraints of packing bikes, you will need to fit and adjust certain bits though! This may sound intimidating but don’t worry, just open the box, undo the zip ties and remove the bike. Turn the bars, put the pedals, saddle, and front wheel back on and it'll be ready to ride! Please fold the box flat and keep it safe just in case you need to send the bike back to us.

Please note that if the bike has a front mudguard we have to remove this to ship it as our courier have very strict box size restrictions. If you need any guidance reassembling your bike please call us or consult with a local bike shop rather than guessing.

If you notice that the box is damaged when the bike is delivered to you, you must either refuse the delivery, or ensure that you register the damage with the delivery person: if a bike happens to be damaged en route and this is not done, we have no way of making a claim with the delivery company to recoup costs.

Do I need to be home when it arrives? 

Yes – you will need to be at home to receive the bike.  Bikes are delivered between 9am-6pm on working days.  

What can I do if I am unhappy with my bike?  

We always like to hear from you so feel free to drop us an email on info@thebikeproject.co.uk or give us a call on 02077338098 

How do I return my bike? 

Before you buy a bike, please check out our bike size guide.

You will need to notify us by email within 14 days of the delivery date that you wish to return it. The exception to this is if you make an order in December, you have until January 15th to return it in case it's a Christmas present. We offer a full refund but you will be responsible for organising and paying for returning it safely. 

You will also need to keep the box and pack it securely. The bike must be returned in the same condition you received it in. Failing this, we may deduct the cost of repairs from the refund.  

We will refund the cost of the bike within 7 working days.   

Where did my bike come from? 

All our bikes are donated to us and come from a variety of sources including the police, local councils and individual donations.  

Do all your profits go to charity? 

Every single penny raised pays for refugees in the UK to enjoy the benefits of cycling. A bike changes a refugee’s life by providing a free, sustainable means to access essential resources and services such as education, healthcare and psychological support. For more information check out our website.

I've got a bike, do you want it? 

Yes please! We rely on donations of bikes from generous individuals who no longer need them. We take any bike of any size and in any condition. See our website for how to get it to us. 

How else can I help the bike project? 

You can volunteer, donate your bike, or sponsor a bike. If you can think of any other ways you would like to be involved, please get in touch [insert link to contact us page]. We are always open to new ideas!  

How do I return my bike? 

You will need to notify us by email within 14 days of the delivery date that you wish to return it.  We offer a full refund but you will be responsible for organising and paying for returning it safely. 

You will also need to keep the box and pack it securely. The bike must be returned in the same condition you received it in. Failing this, we may deduct the cost of repairs from the refund.  

We will refund the cost of the bike within 7 days of us receiving the bike.