Everything you need to know about when your bike will arrive, and what to do if something goes wrong. If you want the nitty gritty, check our Terms and Conditions.
Delivery
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When will my order arrive?
Due to COVID-19 challenges and the additional demand for bikes and accessories, our delivery times are longer than usual, so it may take up to 14 days for you to receive your order – but rest assured we are working as hard as we can right now to get your order to you.
We'll send you an email as soon as your bike has been sent on its merry way - your order should then be with you within 1-2 working days.
Please note: We only deliver to the mainland UK. Sorry!
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How will my bike be packaged? Is it fully assembled?
For deliveries outside of London, your bike will arrive in a massive cardboard bike box. Because cardboard boxes aren't bike-shaped, however, there will be a couple of simple fixes and adjustments to make before it's ready to ride.
This may sound intimidating, but don’t panic. To help we've made some videos for you to follow along at home. Get the whole series plus instructions on our dedicated page: How to assemble your bike.
If you're not sure or you've got any questions at all about how to put your bike together, don't guess – get in touch! Finally, fold the box flat and keep it safe just in case you need to send the bike back to us.
If you notice that the box is damaged when the bike is delivered to you, you must either refuse the delivery, or register the damage with the delivery person. If a bike is tragically damaged in transit and that damage isn't registered, we've got no way of making a claim with the delivery company to recoup costs. And that's rubbish. -
Do I need to be at home when the bike is delivered?
Yes – you will need to be at home to take delivery. Plan to work from home, download a box set or spend the day clearing out the garage. It'll be worth it, we promise! -
How much does delivery cost?
Delivery to the UK Mainland is totally free for all orders over £20, what a winner! For any orders under £20, there is a small charge of £3 per order. -
Where do you deliver to?
We deliver to anywhere in Mainland UK. That includes England, Wales, anywhere in Mainland Scotland, as well as Portishead, Ullapool and Ormskirk.
That sadly does NOT include any of the British Isles - not the Isle of Wight, not the Isle of Man, not the Isle of Skerry. Sorry, but bike delivery gets mega expensive with the couriers as soon as they have to get on a ferry. Gutted. -
Can I pick my bike up from the shop?
Our shop is currently closed, however you can pick up your order from our workshop in Deptford! Just select Click & Collect when placing your order online and we will contact you once your order is ready to arrange an appointment. Collections are strictly by appointment only. Due to COVID-19 challenges and the additional demand for bikes and accessories at the moment, it may take up to 14 days for us to prepare your order.
The address for collections is: The Bike Project Shop, 170 Camberwell Road, SE5 0EE
Returns
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What can I do if I'm unhappy with my bike?
Oh no! First up, tell us about the problem on the phone (020 7733 8098) or in an email (info@thebikeproject.co.uk). Fingers crossed our bike agony aunts and uncles will be able to make you happy again.
Otherwise, if you're still within our 14-day test ride no fuss, no fret returns period, then you can always pack the bike back up and return it to us.
Please note: If there is a fault with your bike, then you have up to 30 days to notify us of the problem. -
How do I return my bike?
If you're reading this before buying your bike: stop now and double check our bike size guide. Our number one rule for customers is to make sure you're buying a bike that will fit you. If you've got any doubts or queries about this or any aspect of buying a bike, give us a call or send us an email. Prevention is better than a cure!
If you're reading this because you're unhappy and want to return your bike, then shucks! We're sorry you feel that way and doubly sorry if we screwed up.
If it's still within 14 days of the delivery date then no problemo – you can return the bike for a full refund. For any orders made in December, we extend our returns period until January 15th just in case it was a Christmas present!
Please note: If there is a fault with your bike, then you have up to 30 days to notify us of the problem.
Send us an email ASAP (info@thebikeproject.co.uk) announcing your intention to return the bike. Although we offer a full refund for the cost of the bike, we can't afford to cover the cost of the return. The organisation and cost of returning the bike safely to us is your responsibility.
The best way to do this is to keep the box and re-pack in the same way it arrived. Please contact us if you need advice on how to pack the bike, but we advise you to:
- Remove the pedals.
- Turn the handlebars.
- Wrap the forks in cardboard to protect them from damage during shipping.
- Fill out the box with spare cardboard to make sure the bike won't rattle around in the box.
- 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 of its arrival in our workshop. This gives us a chance to give it the once over and get the money back in your account. -
I'm not happy with my accessories - what can I do?
Don't fret - if you're unhappy with any accessories you've bought from us, for any reason at all, you have up to 14 days after purchase to return them, provided it has not been used or fitted, and is returned in its original packaging with a valid proof of purchase. Simply post the items back to our shop at the following address: The Bike Project Shop,