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:







POSTAGE

We offer free UK delivery on all orders over £30. We used to do free postage on everything, but royal mail prices have gone crazy, it's cost over £3.70 to post a water bottle! On European orders we no longer offer free postage, sorry about this, similar reason.

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. The islands and highlands are a good example of this. Sometimes its costs no more than regular post, sometimes its very expensive.

VAT on postage: Postage charges for postage only, no charge for packaging, therefore no VAT is charged on postage costs..

24hr UPS / Parcel Force is a weekday service. if you require a Saturday delivery, please call us.
 
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.
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.
The address for returning goods is: 5 queens road, Swanage, BH19 2EQ (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.
SHIPPING POLICY
We aim to despatch every order asap, usually within 48 hours, often quicker. We use Royal Mail 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

 

Workshop Collection Policy (inc assembly of new bikes)
Please note:

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.

Alternative customer service from Surly.... http://surlybikes.com/blog/post/surly_customer_service
Charlie The Bikemonger:
Tel: 01929 475 833 (closed Wednesday, Sundays, and Bank Holidays)
bikemonger@yahoo.co.uk
The Bikemonger Limited - Registered in England No: 06614703
Vat No: 943411147
Registered Office: 1 Victoria ave, Ind Estate, Swanage, BH19 1AU (please note we do not accept visitors at this address)
5 Queens Road, Swanage, BH19 2EQ. (Please note that we open at odd hours at this address, so please call before visiting)
"Bikemonger" is a registered trademark