| Clothing, Parts & Accessories | Oversized Items* | Bikes | ||||
| Up to £50 | Over £50 | Up to £500 | Over £500 | Up to £500 | Over £500 | |
| Click & Collect | FREE | FREE | FREE | FREE | FREE | FREE |
| Standard | £4.99 | FREE | £15 |
FREE | £25 |
FREE |
*Oversized Items may include, but are not limited to: car racks, child seats, strollers, trailers, turbo trainers, workstands. Postage costs on such items will be communicated at checkout.
Standard deliveries are typically made using Royal Mail Tracked 48 or Parcelforce 48 services. Particularly heavy or valuable items may be sent with TNT/FedEx Next Day. While most items are delivered within the estimated timeframe, this is not a guarantee. If you require urgent or specific day delivery, please contact us to discuss.
Due to brand stipulations, some Trek bikes are currently being sent by Bike Services UK, a specialist white glove delivery service, and will arrive fully assembled. There is no additional charge for this, however delivery times may be slightly longer. An estimated delivery window will be communicated to you once your order has been processed, and Bike Services UK will contact you to arrange a suitable delivery date and time.
Delivery to Scottish Highlands, Isle of Man, Isle of Wight and Northern Ireland post codes may be subject to an additional delivery fee. Any additional fees will be charged during check-out, or communicated to you during the ordering process. Delivery to these areas may also take slightly longer to arrive once dispatched by us.
PLEASE NOTE: Cycle to Work orders do not qualify for free postage. Please see our Cycle to Work terms for more info.
Current estimated dispatch times for online orders of In Stock items are as follows, if placed before 2 pm:
Bikes: 3 - 5 working days
Clothing, parts & accessories: 1 - 2 working days
Items listed as In Supplier Warehouse may take longer - we will endeavour to inform you of an estimated dispatch date before ordering and when your order is processed by our mail order team.
Please note these are estimated times only and we cannot be held responsible for any loss as a result of delayed dispatch or delivery.
Click & Collect provides you with a free, convenient way to pick up your online order. Once you place an order online and select Click & Collect at checkout, your order will be processed as normal and you will be notified by email and SMS (if you have provided a mobile number at time of ordering) when your item is ready to collect.
We aim to process Click & Collect orders for in-stock items (not including bikes) on the same day if placed before 2 pm. However, please wait for your notification before coming to store to collect, or call us to double-check your order is ready on 01244 317893.
If you are unavailable to take delivery of your order then you can request that our courier leaves it in a safe place or with a neighbour. However, we regret that we can accept no responsibility for subsequent damage that may occur, once the order has been left at the delivery address.
If on the first attempt the courier fails to deliver the order then they will leave a card and it will be up to the recipient to make arrangements to receive the order from them. The courier will try to deliver the order once more free of charge, after this they may charge at their standard rate - this will be advised by the courier at the time of arranging any subsequent deliveries.
Unfortunately we are currently unable to deliver to anywhere outside of the UK.
You can download our Returns Form here.
If an order(s) is broken or spoiled when it is delivered then you should notify us as soon as possible or in any case within 30 days of delivery, otherwise the returns policy becomes invalid. You will have the option of returning the whole order or just the affected items. You can notify us by email at [email protected] or by post by writing to: The Bike Factory, 153-161 Boughton, Chester, CH3 5BH. All refunds under this returns policy will be paid within 14 days from the date of which you inform us that wish to return the item, provided that the order has been collected by the courier.
If you change you mind or the item(s) don't suit, please download and fill in the Returns Form and follow the instructions therein. You will be responsible for the cost of return postage in this case - we always recommend using a signed-for or tracked service and keeping a copy of your postage receipt. You are responsible for ensuring any returned items are well packaged and protected during transit. We will process a full refund (less any postage charges) on receipt of the item(s) as long as they arrive back with us in as-new condition (undamaged and complete with original packaging, tags, etc).
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
You can cancel an order at any time up to 14 days from the date of delivery as long as the items remain intact by contacting us via email on [email protected] or by post by writing to: The Bike Factory, 153-161 Boughton, Chester, CH3 5BH. You will have responsibility for looking after the items until we collect it. We will reimburse the price of the items within 14 days from the date of which you inform us that wish to cancel the order, provided that the order has been collected by the courier.
