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Delivery...
We always try and give you same-day dispatch on all orders for in-stock items that we receive before 3pm Monday-Friday.
However, sometimes things will take a little longer:
- Custom wheel/bike builds, these can take a week or more. We have to source all the parts for you and then lovingly build your new bikes. Our wheel builder typically turns wheels around within a few days.
- Frames and complete bikes. We do keep stock here, but can’t possibly cover every option. Take the Surly Long Haul Trucker, a great touring bike... 10 frames sizes, 2 colours, disc or canti brakes, 26” or 700c wheels, frame or complete bike... that is well over 100 variations. But this does allow us to offer you the full range of the cool bikes we sell.
- You may have items on your order that are currently not in stock. If this is the case we will contact you and let you know the situation. When this happens we normally despatch within a few days.
POSTAGE
We offer free UK delivery on all orders. On European orders we nolonger offer free postage, sorry about this.
Occasionally the system can miscalculate postage. If you are overcharged we can refund you for any additional postage charges. If you are significantly undercharged, we reserve the right to cancel the sale. In this situation we would contact you and request the postage due.
VAT on postage: Postage charges for postage only, no charge for packaging, therefore no VAT is charged on postage costs..
Occasionally the system can miscalculate postage. If you are overcharged we can refund you for any additional postage charges. If you are significantly undercharged, we reserve the right to cancel the sale. In this situation we would contact you and request the postage due.
VAT on postage: Postage charges for postage only, no charge for packaging, therefore no VAT is charged on postage costs..
LOST IN POST:
Although everything leaves us within 48 hours, generally less than 24 hours, not all postal systems are as efficient. In Europe (EU) we cannot replace or refund for lost items until 15 UK working days has passed. Outside of Europe its 20 UK working days. These are the terms set by the Royal Mail, not by us. There is nothing we can do until these timings have passed. After 15/20 working days we can issue a refund. If you want a replacement we will need to send it via a “signed for” delivery service. This will cost you an additional £5 for outside the UK. No extra charge in the UK.
Before you contact us, please check with your housemates etc, this solves the problem in most cases "My girlfriend tidied it away".
ALL LOST ITEMS MUST BE REPORTED TO US WITHIN 60 DAYS OF THE SALE. This allows us a short period of time to claim from the courier/Royal Mail. Beyond this we are unable to claim for the loss.
Before you contact us, please check with your housemates etc, this solves the problem in most cases "My girlfriend tidied it away".
ALL LOST ITEMS MUST BE REPORTED TO US WITHIN 60 DAYS OF THE SALE. This allows us a short period of time to claim from the courier/Royal Mail. Beyond this we are unable to claim for the loss.
RETURNS POLICY
We understand that buying mail-order can be filled with uncertainty. So thats why we have a "No-Hassle" 30 day satisfaction guarantee. If you find that you are not completely satisfied with your purchase, .
You are entitled to a full refund of the original purchase price of the returned items minus shipping charges.
If we have made an error, or goods are faulty then we will cover all the shipping costs and refund you the postage incurred.
- You must contact us before you make a return, as we need to approve a return first.
- Goods must be returned within 30 days of receipt.
- Goods must be in original packaging.
- Goods must not be fitted or used.
- We are not responsible for damage or loss in the return post.
- When we custom build wheels or a bike for you, it is built specifically for you, and to your exact specification. This means that we are not obliged to accept back custom built items for a refund or exchange.
- Do not contact the manufacturer or importer directly, we will look after you, and that is our job, not theirs.
The address for returning goods is: 137b High Street, Swanage, BH19 2NB (Please note that we open at odd hours at this address, so please call before visiting)
CANCELLATION POLICY
Should you wish to cancel your order, simply email us using the subject title "CANCEL ORDER". We will then cancel the order and issue a refund. Or call on 01929 475 833.
Special orders: when we source components especially for you (such as pre-orders, odd sizes, custom builds), and you wish to cancel. We are unable to cancel/return deposits once we have committed to the products.
Special orders: when we source components especially for you (such as pre-orders, odd sizes, custom builds), and you wish to cancel. We are unable to cancel/return deposits once we have committed to the products.
SHIPPING POLICY
We aim to despatch every order asap, usually within 48 hours, often quicker. We use Royal Mail First Class for most orders. This only includes insurance up £39. Large and valuable items are sent via Parcel Force with a suitable level of insurance. Should items get lost in the postal system, we will claim for the delivery company, and refund you. This typically takes 15 working days (a Royal Mail policy). We are happy to ship overseas. Shipping cost include postage and packaging and we try to make these as fair and accurate as possible. However if you beleive that we have made an error, please email us and we will refund the difference.
PRIVACY DATA POLICY
We will retain your personal details (name, address, orders, email etc). We do not retain financial information such as debit card, credit card or bank details. We do not share your information with any other organisations. Should any personal details be incorrect please email us and we will correct them if you wish.
Calls may be recorded
CONDUCT POLICY
We will always be polite, honest and treat you as an adult (unless you are actually a child). And we expect you to behave in the same way. However if you let your standards drop and threaten, swear or intimidate etc, we will refuse to entertain you as customer. Life is too short to tolerate that sort of nonsense. Let’s be excellent to each other.
Charlie The Bikemonger:
Tel: 01929 475 833 (closed Wednesday, Sundays, and Bank Holidays)
The Bikemonger Limited - Registered in England No: 06614703
Vat No: 943411147
Registered Office: Herston Cross House, 230 High Street, Swanage, Dorset. BH19 2PQ (please note we do not accept visitors at this address)
137b High Street, Swanage, BH19 2NB. (Please note that we open at odd hours at this address, so please call before visiting)
"Bikemonger" is a registered trademark
