Help and FAQ
Q1 Do you deliver outside mainland UK?
Q2 How much do you charge for delivery?
Q3 When will you debit my account?
Q4 How do I cancel my order?
Q5 How do I return an order?
Q6 What are the methods of payment?
Q7 How can I get in contact?
Q8 What sort of guarantee do you offer?
Q9 What happens if I don't like the product I have ordered?
Q10 How will my goods be delivered?
Q11 Do you offer any type of credit services?
Q12 Can you deliver to my work or alternate address?
Q1 Do you deliver outside mainland UK? Top
We only ship inside the UK. Fees vary depending on your location, weight and size, you will have various options when you get to the shiping method part of the checkout.
Q2 How much do you charge for delivery? Top
Delivery costs for the UK are as follows:
Free delivery to mainland UK
Delivery is charged per order, not per item, so you will not be charged extra for an order containing more than one product.
Certain heavy or bulky items will carry an extra charge. This will be clearly shown in your shopping cart. If in doubt, add the item to your cart to display the shipping cost. You can easily remove it before completing your order.
For shipping outside the UK please check your basket and add your address to see the aplicable rates.
Q3 When will you debit my account? Top
Your account will be debited on the day we despatch your goods, unless your order value is over £100, in which case we typically take a 25% deposit straight away and then take the outstanding balance on the day that we despatch your goods.
A deposit is also taken to reserve an item when paying by instalments through one of our finance packages. This is agreed with the customer when setting up the finance package.
Q4 How do I cancel my order? Top
You can email or call one of our sales team who will cancel your order immediately. You will be sent an order cancellation confirmation email.
Q5 How do I return an order? Top
You will need to post the item back to us. Please note that if it is a mistake on the part of AW Cycles the extra cost of postage will be refunded to you. If you are exchanging the product for a different size or you simply do not require the item then we cannot refund the extra postage costs incurred. If the item requires a courier, please contact one of our sales team who will agree a price and arrange a collection by courier to ship the goods back to AW Cycles.
Q6 What are the methods of payment? Top
We will accept most credit and debit cards, either securely online, over the phone. Pay Pal is also accepted, please make sure you use a confirmed address. If you wish to pay by cheque or another method, please contact us first and we can advise you further.
Q7 How can I get in contact? Top
Alternatively you can call us on: 0118 946 30 50
Our sales team are in the office Monday - Friday 9am-6pm. If calling on a weekend you can leave a phone message.
Our team will respond to your messages and emails on Monday morning.
Q8 What sort of guarantee do you offer? Top
All goods carry a standard 12 month warranty and most bikes have the frame guaranteed for a longer period. This varies depending on the brand you purchase and can range between 2 years and 10 years. In general, a bike will normally have a 5 year guarantee on its frame and a 12 month guarantee on its components. However, as this is set by the manufacturer and not by AW Cycles you are advised to contact us or the manufacturer directly for confirmation if you have any concerns.
Q9 What happens if I don't like the product I have ordered? Top
If you're not entirely happy with a product that you have ordered you can return it in its original packaging for a refund. You will find a returns form included in your order, usualy on the back of the invoice.Please note that items must be unused and in a saleable condition. Please note that you will be required to pay the costs of delivery back to us.
Q10 How will my goods be delivered? Top
We use two forms of delivery. For large items such as bikes we use a courier service and the package will need to be signed for. For smaller parcels we use Royal Mail registered or special delivery or Parcelforce, depending on the value, weight and urgency of the item.
When we despatch your bike we will email you a tracking reference so that the parcel can be tracked at www.dpd.com. If it is a parcel that has been sent by Royal Mail and it does not arrive, we keep records of all tracking numbers which can be provided if you contact us a member of our sales team.
Q11 Do you offer any type of credit services? Top
We offer interest free options up to 18 months depending on the value of the goods, and interest bearing finance up to 36 months, which also depends on the value of the goods. The interest free option is not available for sale items. A deposit is required to reserve items when paying by instalments, the amount of which will be agreed with you at the time we make the finance arrangements. For further information go to our finance pages.
Q12 Can you deliver to my work or alternate address? Top
Although an alternative address can usually be catered for we reserve the right to restrict delivery to the cardholders statement address only.