Delivery & returns

Here's our delivery and returns policy.  Read our FAQS or get in touch if there is anything else you need to know.

 

How much does delivery cost?
Bike delivery to UK mainland is free and any accessories that are ordered together with a bike are delivered 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).

How long before I get my bike?
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 will it be packaged?

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.

Will I need to be in when it arrives?

You will need to be available to accept the bike when it arrives.

Can I return it?

We are so confident that you will like the bike that you have 14 days to test ride it. If you like it – great! If once you have ridden it, you feel it’s not for you, you can return it to us.  We are unable to accept returned helmets (by law).

You will need to notify us by email within 14 days of the delivery date that you wish to return the bike. 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 or obtain another and pack the bike 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.  Please contact us if you need advice on how to pack the bike, but we advise you to: 

  1. Remove the pedals
  2. Turn the handlebars
  3. Wrap the forks in cardboard to protect them from damage whilst shipping 
  4. Pack out the box appropriately with spare cardboard/packaging to ensure bike will not move around in the box
  5. Mark the box as 'Fragile' and attach our delivery address in a clearly visible location.

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

If you are unhappy simply email us info@thebikeproject.co.uk or call us on 020 7733 8098 and we'll be happy to handle your query.

Can I return my helmet?

Unfortunately not, helmets can not be returned (it's a legal thing). Do call us though if you are unhappy with your helmet and we will do our best to fix things for you.