Returns & Delivery

DELIVERY

Click & collect is available for all items.

Bikes may take up to a further 2 days to build and inspect prior to dispatch or collection.

For click and collect order enquiries, please call us on 02380 226969

For home delivery order enquiries please email team@hubcycleworks.co.uk or call us on 02380226969 Mon-Sat 9am-5pm

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UK Delivery Options

Please find delivery information below:

* Delivery estimates above are once the order has been dispatched and does not include the time taken to prepare the order. This estimate is based on in-stock items; please see the basket for the latest information on specific products. We use different carriers and services depending on the item, typically Zedify, Royal Mail, DPD or DX couriers which you will see in the basket. We reserve the right to upgrade your delivery to a more enhanced service at no extra charge to you should we deem it appropriate. For example upgrading you from standard DX bike delivery to our personal delivery service.

Please note we only deliver to mainland UK:

We are unable to deliver to:
The Outer Hebrides
Northern Ireland
Isle of Man
Channel Islands

We also do not ship internationally.

FAQ's

What does “other warehouse” mean?

If an item is listed as in stock at “other warehouse”, this means that the location of the stock is currently in our warehouse or with our supplier. Although available to be ordered, there will be an additional lead time to receive into our shop before despatch to you.

The bike I want is showing as available to pre-order but the estimated dispatch date is several months from now. Why is this?

The bike is for pre-order so we don’t currently have it in stock. The estimated dispatch date is when we expect to have it ready to be collected by our courier after its arrival in our warehouse.

How reliable are the estimated dispatch dates?

Currently, not very reliable. The estimated dispatch dates are based on the most up-to-date information we have from our suppliers. On occasion, bikes may arrive earlier or later than these dates. If you place an order, we will contact you if there are any significant changes to the original date.

The product I want is out of stock. When will you be receiving more?

If an item is listed as out of stock on our website, the best way to find out when new stock might be coming in is to call us. We often have information about the latest on deliveries and stock, and might also have a similar bike which might suit you.

How will my bike be delivered & Will it be built?

All bikes are delivered fully assembled apart from the need to fit the pedals (if included in the bicycle specifications) and align the handlebars. Please pay close attention to the instructions included for fitting the pedals. Our bikes will come equipped with a Multi-Tool and Pedal Spanner (if needed, not all bikes use these). Thread in the pedals by hand first and then use a pedal spanner to tighten. Note not all bikes are supplied with pedals so you can choose which type suits your requirements and order appropriately. See individual product pages for specific bike spec. Please note that for our personal bike delivery service pedals are not included (unless included in the bicycle specifications) and must be purchased with the bike order, please check the product page for full details.

How can I change the delivery address on my order?

Please contact our support team either via email: team@hubcycleworks.co.uk or by phone (Monday – Saturday, 9am – 5pm) on 02380 226969 And we will see if this possible, however to avoid card fraud this may not be possible.

Which would be quicker: store collection or home delivery?

Store collection is almost always quicker.

What happens after I place my order?

You will receive an order confirmation via email which includes your order number. If your order is for home delivery, you will receive a dispatch note with tracking details when it leaves our warehouse. If it is for collection, the store will contact you when the order is ready to collect.

When will my order be delivered?

Please refer to your order confirmation for the estimated delivery window for your order.

How do I track my order?

When your order is ready to leave our warehouse, we will send you a dispatch note via email. This will include tracking details, unless your order is to be delivered by our personal driver. In this case, they will contact you the day before to make sure someone will be available to take the delivery.

I have received tracking information for Royal Mail but it doesn’t work.

Royal Mail tracking will only update when a delivery attempt has been made. If you have received a tracking number but there is no further information provided on the Royal Mail website, your order is in transit. We do not have any additional information about the status of your order but do contact us if you have not received your item within 5 working days of dispatch.

It’s after my estimated delivery window, my order hasn’t arrived and I haven’t received tracking details.

Please contact our support team either via email: team@hubcycleworks.co.uk or by phone on 02380226969.

RETURNS

Any item, except food, clothing worn close to the body or face masks can be returned to us for any reason within 90 days, provided that the item has not been used or fitted and is returned in its original packaging with a valid proof of purchase.

Online or in-store purchases can both be returned to any store free of charge or can be returned by post after completing the online returns form. If you are returning an item due to a fault, we will refund your postage.

If you wish to return your bike to us, please keep the box it arrived in and let us know using the returns form and we will arrange collection.

Customer Returns Form

If you wish to cancel, return or exchange an order please call us on 02380226969. Returns can be processed quicker if all required information is ready.

Terms & Conditions

Items must be returned in their original packaging and be unused. Refunds will be issued once the products have been received and inspected.

Click & Collect customers can buy with confidence knowing that they can review the item before deciding whether it is right for you before leaving the store. Should you decide it's not right for you, it can be conveniently exchanged or refunded straight away, or you still have up your legal period to return it if you are still unsure.

Please note:

1. If the items we have sent you are faulty, damaged or not as we described, we will cover the cost of collection and the delivery of the correct item.

2. If we have delivered the correct bike but upon inspection you decide the bike is not the one for you, we will charge you £39.99 for collection. If you do not have the original box, we will charge you an additional £25 to provide one.

Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase.

We are unable to offer a refund without a valid receipt.