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Frequently Asked Questions

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Website FAQ

What is Click & Collect?
How secure is the payment process?
Privacy of information.
How long does delivery take?
Do I have to be in to accept deliveries?
Do you part order dispatch?
Where do you deliver to?
Why don’t you deliver bikes?
How do I return a product?

Hire FAQ

Do you take group bookings?
Do you Deliver and Collect Hire Bikes?
Can we hire bikes by the hour or ½ day?
Can you take bikes on a train or tube?
Do you provide cycle maps when hiring Bikes?
Are the bikes Insured?

Workshop FAQ

Can I book a service on-line?
I am not sure what service I need can you help?
Can I change or cancel a booking on-line?
When can I drop my bike off to you?
When do I need to collect my bike after a service?
What is included in your bike service prices?

Website FAQ's

What is Collect & Collect?

Our customers have told us that they want the peace of mind of knowing that a product is in stock in one of our stores ready for them to collect. With this in mind our website shows our stock in each store which you can opt to collect the same day. You pay the product on-line and we will then have it ready for you to pick up when you like. You will receive an email to tell you that the product is ready to collect, so please do not make your way to the store until you receive this, just in case there is any problem.

How secure is the payment process?

You have complete peace of mind as we use Sagepay as our on-line processing provider. They have a totally secure payment process which is fully compliant with banking security standards. On Your Bike do not hold or see your card details at any point during the payment process.

Privacy of information.

We take your privacy seriously and we never share your details with anyone else. You also have the option of opting out of any emails we may send you regarding special offers or information we think you may find interesting.

How long does delivery take?

If the items are in stock they will be sent by free standard delivery which is 48hrs. If you prefer a faster delivery then we also offer a next day service and a Saturday delivery at an additional cost. If an item is not in stock it will usually take 2-3 days to be dispatched. If it will be any longer then we will contact you to see if you want to wait or cancel your order. Please see table below for our delivery price structure.

Delivery Options to Uk Mainland address (exc Highlands and Islands of Scotland). Price
Standard 48hr Delivery Free
Premium Next Day Delivery (for orders received before 2pm on day of dispatch) £4.99
Premium Saturday Delivery £19.99
Delivery to Highlands, Islands of Scotland, N Ireland, Isle of Man and Scilly)
48hr Delivery £11.99

Do I have to be in to accept deliveries?

We use signature services for our deliveries. This is for our customer's protection. Please make sure that someone is at the address you have specified for delivery, to sign for receipt of your order. You can select a different delivery address when placing your order, such as your workplace or a neighbour’s address.

Do you part order dispatch?

We don't charge delivery more than once! If your basket contains multiple items, some of which may not be in stock, we will dispatch the in-stock items immediately and then dispatch the other items as they come into stock. You will only be charged delivery once.

Where do you deliver to?

We deliver to any UK address. At this time we do not delivery outside of the UK.

Why don’t you deliver bikes?

Giving you the correct bike, size and fully preparing your bike for when you collect it is of paramount importance to us. We can only do this if we meet you face to face. Therefore we will not deliver bikes using couriers. By finalising your choice in-store you will also have the opportunity of test riding the bike before fully committing, and the bike will be fully assembled by one of our trained mechanics with any accessories fitted for you. You can of course select a bike on our website but you will need to collect in store so we can both be assured the bike is right for you. There are many potential pitfalls for a customer who buys a bike solely on-line and this can result in you being disappointed with your purchase, and leaving you to do some assembly too.

How do I return a product?

Goods can be returned for a prompt refund or exchange if they are received back at On Your Bike Returns Department, The Vaults, Montague Close, London Bridge SE1 9DA within 28 days: in new condition, with the original packaging, labelling and On Your Bike receipt. A refund request will be processed within 3 working days from receipt.

Alternatively you may take the item back to any one of our stores for a refund or exchange.

The 28 days start from the day of despatch, but as a minimum includes a period of 7 working days from the day after delivery to you as the permitted cancellation period. This would not apply for special orders taken on behalf of the customer.

We recommend that items being returned be sent via insured, traceable delivery for your protection. Please note: all return postage charges are to be met by customer, unless returning due to a fault. Please note all warranty returns must be clean and free from dirt and mud to comply with the current Health and Safety Regulations. We are legally unable to refund or exchange helmet returns so be careful when choosing. If the product is faulty however we will return it to the manufacturer for a warranty claim assessment. Note: DVDs, videos, books and software are non-exchangeable and non-returnable, unless incorrect or defective. If goods develop a problem they will be returned to the manufacturer for inspection to determine whether a warranty claim is valid. All of the above does not affect your statutory rights as a consumer.

Hire Bikes FAQ's

Do you take group bookings?

Yes. We consider a group to be more than 5 bikes for more than 2 days. Please contact us for more information.

Do you Deliver and Collect Hire Bikes?

Yes. This can be arranged for group bookings only and will incur an extra charge dependant on location and times. Please contact us for more information.

Can we hire bikes by the hour or ½ day?

The minimum hire period is 1 day (24hrs).

Can you take bikes on a train or tube?

Please see the following links for the latest advice on this..

http://content.tfl.gov.uk/bicycles-on-public-transport.pdf

http://www.nationalrail.co.uk/passenger_services/cyclists.html

Do you provide cycle maps when hiring Bikes?

Yes, Tfl produce a number of free maps showing cycle routes in London. We normally hold a good stock of these for you to use.

Are the bikes Insured?

The bikes are not insured and it is up to you to take good care of the bikes whilst on hire. Bikes come with a lock, and it is your responsibility to ensure the bike is locked and secured. Any damage or loss will be charged extra. Please see our terms and conditions of hire for latest rates.

Workshop Servicing FAQ's

Can I book a service on-line?

Yes you can by simply adding the service you require to the shopping basket. You will then be asked to complete additional information as part of the checkout process.

I am not sure what service I need can you help?

If you are in any doubt then please contact us to discuss your requirements. Alternatively you could book in for a Condition Report. When we see your bike will then advise on the best service for the condition of your bike. The cost of the condition report will be deducted from the cost of the upgraded service. However if you do this we may not be able to return the bike to you the same day as we will have only allowed time for completing the Condition Report.

Can I change or cancel a booking on-line?

Unfortunately not, please contact the relevant store to make changes or amend your booking. Please remember that we have a 24hr cancellation policy with on-line bookings. This means that you will lose you booking deposit if cancelled less than 24hrs before the service is due.

When can I drop my bike off to you?

Ideally we would like you to bring your bike in to us before 10.30 on the morning of the service. If you would like to drop your bike off to us the day before that is OK too.

When do I need to collect my bike after a service?

Due to our workshops being very busy, we do require you to collect your bike within 24hrs of notification of completion. Bikes not collected after this time will incur a £1.50 daily charge.

What is included in your bike service prices?

Our service prices are for labour only, any parts or oils that are required as part of the service are not included and are charged extra. We will always agree the cost with you before completing the work, unless you opt to set an authorisation limit on parts costs.

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