Contact us
Delivery Options

Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.

Please refer to the checkout for the most up to date information on delivery options.

Delivery OptionOrder BeforeDelivery TimesCost (£GBP)
Standard Delivery
23:593 to 7 Days4.99
Store Delivery* (Smaller Items)
23:593 to 7 Days4.99
Store Delivery* (Larger Items)
23:593 to 7 Days19.99
Express Delivery - 48 Hours21:0048 Hours7.99
Next Day Delivery by Evri21:00Next Day9.99
Oversized Delivery23:593 to 14 Days19.99
Next Day Bulk Delivery
14:00Next Day39.99

Bank and Public Holidays are not included. 

Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.

Spend £100 (excluding delivery) and receive a £5 voucher to spend in-store when you choose Store Delivery.
*Terms Apply

Still need to contact us
Rest of the World Delivery Costs

Below is a list of countries that we currently deliver to, both european and the rest of the world, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.

Delivery will take between 3 - 21 Days, Public and Bank Holidays are excluded.

Please note: We may not be able to ship some items outside of the UK due to restrictions, please refer back to the product page and press deliveries to see what options are available. If the product lists international as an option you should be able to the below countries.

Europe

CountryCost from (GBP)CountryCost from (GBP)
Albania11.66Andorra9.99
Austria8.33Belarus11.66
Belgium5.83Bosnia and Herzegovina11.66
Bulgaria9.99Canary Islands21.66
Croatia9.99Cyprus10.83
Czech Republic9.99Denmark8.33
Estonia9.99Finland8.33
France5.83Germany5.83
Gibraltar8.33Greece9.99
Guernsey5.83Hungary9.99
Ireland5.83Italy8.33
Jersey5.83Latvia9.99
Liechtenstein8.33Lithuania9.99
Luxembourg5.83Malta10.83
Moldova11.66Monaco10.83
Montenegro11.66Montserrat21.66
Netherlands5.83Norway8.33
Poland9.99Portugal8.33
Romania9.99Serbia11.66
Slovakia9.99Slovenia9.99
Spain8.33Sweden8.33
Switzerland8.33Turkey11.66

Rest of the World

CountryCost from (GBP)CountryCost from (GBP)
Algeria21.66American Somoa21.66
Antigua & Barbuda21.66Argentina21.66
Armenia21.66Aruba21.66
Australia13.00Azerbaijan21.66
Bahrain17.49Bangladesh21.66
Barbados21.66Benin21.66
Bermuda
21.66Bhutan21.66
Bolivia21.66Botswana21.66
Brazil21.66Brunei17.49
Burkina Faso21.66Cambodia21.66
Cameroon21.66Canada14.99
Cape Verde21.66Cayman Islands21.66
Chad21.66Chile21.66
China21.66Colombia21.66
Congo (Democratic)21.66Congo (Republic)21.66
Costa Rica21.66Djibouti21.66
Dominica21.66Dominican Republic21.66
Ecudaor21.66Egypt21.66
El Salvador21.66
Equatorial Guinea21.66
Ethiopia21.66Falkland Islands21.99
Fiji21.66French Guina21.66
Gabon21.66Georgia21.66
Ghana21.66Greenland11.66
Grenada21.66Guadaloupe21.66
Guatemala21.66Guinea21.66
Guinea-Bissau21.66Guyana21.66
Haiti21.66Honduras21.66
Hong Kong
15.83Iceland11.66
India15.83Indonesia15.83
Israel21.66Jamaica21.66
Japan15.83Jordan17.49
Kazahkstan21.66Kenya21.66
Kiribati21.66Korea (South)
15.83
Kuwait17.49Kyrgyzstan21.66
Lebanon21.66Lesotho21.66
Madagascar21.66Malawi21.66
Malaysia15.83Maldives21.66
Marshall Islands21.66Martinique21.66
Mauritania21.66Maurtius21.66
Mayotte21.66Mexico14.99
Micronesia (FSO)21.66Mongolia21.66
Morocco21.66Mozambique21.66
Myanmar Burma21.66Nauru21.66
Nepal21.66New Zealand12.55
Nicaragua21.66Niger21.66
Nigeria21.66North Macedonia21.66
Oman17.49Pakistan21.66
Palau21.66Panama21.66
Papua New Guinea21.66Paraguay21.66
Peru
21.66Philippines15.83
Puerto Rico21.66Qatar
17.49
Reunion17.49Saint Kitts & Nevis21.66
Rwanda21.66Saint Vincent21.66
Saint Lucia21.66Sao Tome & Principe21.66
Samoa21.66Senegal21.66
Saudi Arabia17.49Singapore15.83
Solomon Islands21.66South Africa17.49
Sri Lanka21.66Suriname21.66
Taiwan15.83Tajikistan21.66
Tanzania
21.66Thailand15.83
The Bahamas21.66The Gambia21.66
Togo21.66Tonga21.66
Trinidad & Tobago
21.66Tunisia21.66
Tuvalu21.66Uganda21.66
United Arab Emirates15.83United States8.33
Uruguay21.66Uzbekistan21.66
Vanuatu21.66Venezuela21.66
Vietnam15.83Zambia21.66
Zimbabwe21.66

Still need to contact us
Click & Collect

You can have your order delivered to one of our participating stores/branches within the UK.

Click and Collect orders take between 3 - 7 days to be delivered to store, you'll see your estimated delivery date on the emails we send to you. Once your order has arrived at your chosen store, we'll let you know your order is ready for collection by sending you a 'Collection ready' email.

You will need to take this email along with your order number and a valid ID to store with you as it contains your unique delivery code which is required for collecting your bike or parcel. (You will need all 3 to collect your order)

Acceptable forms of ID are:

  • Cheque Guarantee / Credit / Debit Card
  • Bank / Building Society Book
  • Valid Passport
  • Cheque Book
  • Drivers Licence
  • Utility Bill

For under 18s:

  • National Insurance Card
  • Medical Card
  • Savings Book

We will send you three reminders via email to collect your parcel. However, if your parcels is not collected within 10 days it will be returned to the warehouse, a refund will be processed to your original payment method within 14 days of your parcel being received by the warehouse.

Please note: that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

Your parcel can only be collected within your chosen stores opening hours.

Unfortunately, we are unable to return orders bought online in store, including Click & Collect orders.

Click and Collect Cost

Delivery to store costs £4.99 

You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.

Currently, we do not offer Next Day delivery on Click and Collect orders. 

Still need to contact us
Where is my order?

1 - Check your estimated delivery date

You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).

Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods.

2 – My order is shipped, but I haven’t had it yet

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:

  • In your emails we send to you confirming your order is shipped.
  • In your order history, in My Account by clicking Track Your Order

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
Tracking delivery

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:

  • In your emails we send to you confirming your order is shipped.
  • In your order history, in My Account by clicking Track Your Order

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.

Still need to contact us
Custom charges and import duties

If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel.

These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.

We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.

Still need to contact us
Why has my order or item been returned to sender?

Our delivery partners will attempt to deliver your order three times. 

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us. 

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it. 

If you require the items, we would ask you to place a new order.

Still need to contact us
Email

We might take a day or two to answer your email.

Send email
My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you. 

Still need to contact us
Recommended
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
Click & Collect Voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.

You'll be given your voucher by our store staff when you collect your parcel.

The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

Still need to contact us
How do I apply a discount code?

If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’.

If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:

Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.

Please note: terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Payment Issues

If you are getting error messages when making a payment using a card, please check the following:

  • The address registered on your card matches the billing address in My Account/on your order
  • You are entering the card details correctly e.g the expiry date and security code from the back of your card
  • Has your bank declined the payment, you will need to contact your card provider as they will have more information. 
  • Try using a different card or payment method.

Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:

  • The error message you are seeing
  • A description of the problem
  • What payment method you are trying to use
  • What the products are you’re trying to purchase
  • What internet browser you are using or if you are using our app
  • Any other details that could be useful

Please note: If you are experiencing problems whilst using PayPal to make a payment, you will need to contact them directly.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Why is my bank showing two charges for my order?

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. 

An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. 

The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. 

If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Still need to contact us
Can I cancel or make changes to my order?

I need to cancel my order

Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible. 

Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you. 

If your order has been shipped or starting going through our automated fulfilment process we will not be able to cancel your order. Please see our returns policy for details on how to return your order once received.

I need to change the address 

We cannot change your delivery address after you’ve placed your order. 

If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services. 

If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again. 

I need to change my order

We will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.

Also, once an order has been submitted we cannot make any changes, this includes:

  • Adding or removing items
  • Changing colours or sizes
  • Changing the delivery options
  • Applying promotional discounts
Still need to contact us
Apply Gift Card, eVoucher or Credit Note

Store Credit Note

Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?

You can add up to 10 codes, if you wish to apply more eVouchers/credit notes to the same order please follow the above steps again for each code.

Pre-Paid Mastercard/3rd Party Contactless Gift Card

If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.

 

Please note: We are unable to add promotion codes or discounts once your order has been placed.

Still need to contact us
I've received the wrong item

If the item you received differs to what you ordered or expected-

For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code so we can better help you.

Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
I'm missing an item from my order

We’re sorry there’s items missing in your order.

Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing. 

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not  have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

Still need to contact us
Email

We might take a day or two to answer your email.

Send email
Why have you cancelled my order or item?

You're order may have been cancelled due to one of the following reasons:

  • The items are out stock when it comes to packing your order
  • The items are not available for shipping out of the UK
  • The billing address doesn't match the details your payment provider has on records.

You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared. 

Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item come backs in to stock after the sale has ended.

Still need to contact us
My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. 

The time might depend on your banks processes. 

Still need to contact us
I haven’t received my gift card

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

Still need to contact us
My item has developed a fault

If your item has developed a manufacturing fault within a year of purchase, please contact our Customer Service team and provide images of both the item and the fault. If you have a faulty bike you will be asked to provide the following photos:

    Whole bike

    Bike area with Fault / Damage

    Box showing any damage 

    Box showing the shipping labels

During cases where the fault is difficult to demonstrate on a photo we may need you to send a short video demonstrating the fault.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
How do I find my size?

Sizes vary with different brands and styles.

We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.

Still need to contact us
Size Guide
Still need to contact us
Product Information

Most of our product information can be found on our website, when viewing the product page. 

This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Services team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

Please note: Customer Service will not be able to give you advice on which products you should buy.

Still need to contact us
Recommended
Webchat

Our Webchat is here to assist you.

Start chat
Extended Christmas Returns Policy

We’ve extended our usual returns timeframe to give customers peace of mind when shopping during the festive period. 

For items ordered online - We are happy to offer a refund for items purchased online from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025. 

For items purchased in store - We are happy to offer a credit note for items purchased in store from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025. 

Please retain the receipt as proof of purchase. 

Refunds and credit notes will only be offered in accordance with your statutory rights (which remain unaffected). For all other terms associated with returns, please refer to our returns policy.

Still need to contact us
I need to return my order or item bought online

To return items ordered from Chain Reaction; all items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.

  1. Securely repack your items, and include a completed returns form inside your parcel. You can find the returns form attached to this article.
  2. On the outside of your parcel, address your return to the correct returns address.
    • Items that were shipped from a Brand Partner: Check I need to return my order or item bought from a brand partner for the returns address & instructions - This information should've also been included inside your parcel.
    • Items that were shipped from our warehouse: Address your parcel to-
      Chain Reaction Cycles
      Unit B ,
      Brook Park East,
      Shirebrook.
      NG20 8RY
  3. Send your parcel back using your preferred carrier or postal service - please note, postage will be payable. We do not offer a free returns service for unwanted items.
  4. For peace of mind, we encourage you to keep a receipt as proof of your return.

All items are inspected upon return, if we don't find a manufacturing fault and is simply due to wear and tear, we will return the item to you. Please allow 14 days from the date of return for this to be credited back to your original payment method.

If your item is faulty, please contact our Customer Service team and provide images of both the item and the fault. If you have a faulty bike you will be asked to provide the following photos:

  • Whole bike
  • Bike area with Fault / Damage
  • Box showing any damage 
  • Box showing the shipping labels

During cases where the fault is difficult to demonstrate on a photo we may need you to send a short video demonstrating the fault.

Please note: Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.

Please press here to download your returns form.

Still need to contact us
Can I return more than one order in the same parcel?

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

Still need to contact us
Purchases Pre-25th March 2024

As you may be aware, Wiggle Limited and Chain Reaction Cycles Limited (“the Companies”) went into administration and certain limited assets were purchased by the Frasers Group.

Frasers Group bought elements of stock and brand names, but did not buy into any contracts or other liabilities and therefore we are unfortunately not legally responsible for any previous orders, return or warranty issues.

You will need to contact the Administrators to look into this further as we have no legal obligation to replenish any orders placed with the previous owners. 

The Administrators’ contact details are :  wigglecrcreturns@frpadvisory.com

The Administrators act as agents of the Companies and without personal liability.

The Companies Terms & Conditions apply.

Still need to contact us
How will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

Still need to contact us
When will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes. Please allow up to 14 days for your items to be inspected and any refunds to be issued. You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. 

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.

Still need to contact us
I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

Still need to contact us
I need to return my order or item bought from a Brand Partner

Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this: 

Please see additional information below and details on how to return those items.

Returns policy overview

  • Returns will be eligible for refund only, no exchanges are available for these items
  • Items must not be used, worn or washed
  • Items must be in original packaging and all tags attached
  • Personalised items will not be accepted unless text is incorrect, or the item is faulty
  • Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  • Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned.

Please note: postage will be payable. We do not offer a free returns service for unwanted items.

BRAND PARTNERRETURNS INSTRUCTION
4Down DistributionPlease return items to the following address:
4Down Distribution Ltd,
Unit 6 Northridge Business Park,
Haywood Way,
Hastings,
East Sussex,
TN35 4PP
CannondalePlease return items to the following address:
Cannondale UK - Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM
BH12 4NU
Chicken CyclekitPlease reach out to our Customer Services team to make a return, or to raise any warranty queries.
Any returns must include the returns form.
Cube / Oneway BikesPlease return items to the following address:
CUBE Store,
Dobbies Garden Centre,
Bath Road,
Gloucester,
GL10 3DP
EnduraPlease return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SF
Eskuta LimitedPlease return items to the following address:
Unit 5,
Bermuda Innovation Centre,
St. Davids Way,
Nuneaton,
CV10 7SD
Exposure Lights

Please return items to the following address:
Ultimate Sports Engineering,
Unit 4,
Bury Mill Farm,
Pulborough,
RH20 1NN

Extra UKPlease return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XF
I-RidePlease return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4EL
J and R SportsPlease return items to the following address:
SDMP Customer Service,
C/O J & R Sports Limited,
Unit 4 Vesty Business Park,
Vesty Road,
Aintree,
Merseyside,
L30 1NY
Momentum HyperPlease return items to the following address:
RideMinded UK,
Alexandra House,
36a Church Street,
Chelmsford,
Essex,
CM2 7HY
Oxford Products LtdPlease return items to the following address:
Priority Return,
Oxford Products Ltd,
De Havilland Way,
Witney,
OX29 0YG
Pacific CyclePlease return items to the following address:
Pacific Cycle UK – Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM,
BH12 4NU
Pure ElectricA Pure Electric pre-paid collection must be arranged in order to return any purchase to the Partner Brand.

Please reach out the our Customer Services team stating your reason for return and a date you are available for the collection to be made.

Please note items are to be returned in their original packaging, in a resalable condition, and securely packaged.

RaleighA Raleigh Return Number must be obtained before any return is sent back to the Partner Brand.

To obtain your Raleigh Return Number please reach out to our Customer Services team.

SilverfishFor warranty claims please click here
Please return items to the following address:
Silverfish UK LTD,
Units 3a-3c Woodacre Court,
Saltash Parkway Industrial Estate,
Burraton Road,
Saltash,
Cornwall,
PL12 6LY
Upgrade BikesPlease use the provided returns label to make any returns, and ensure that the goods are returned in a re-saleable condition.
Please return items to the following address:
Upgrade Bikes, AB Star Road,
Partridge Green,
West Sussex,
RH13 8RA
VeloBrands
Please return items to the following address:
VeloBrands Ltd,
Copplestone Mills,
Copplestone,
Devon,
EX17 5NF
WeeRide UKPlease return items to the following address:
WeeRide Returns,
Silver X Group,
Unit 2 & 3 Hamilton Road,
Sutton in Ashfield,
NG17 5LD
ZyroFisherPlease return items to the following address:
ZyroFisher,
Roundhouse Road,
Faverdale Industrial Estate,
Darlington,
DL3 0UR
Still need to contact us
How do I register for an account?

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please click here.

Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.

Still need to contact us
How do I create or change my email address?

For our customers’ security we don’t allow change of email address. 

If you need to use an alternative email address, we’d ask you to create a new account.

Still need to contact us
Unsubscribe/Delete Account

Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.

If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.

If you want to delete your online account, please contact us with your details our team will help you further.

Still need to contact us
Recommended
Email

We might take a day or two to answer your email.

Send email
Add to safe sender list

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop-down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

Still need to contact us
I’m having problems signing in. What can I do?

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up. 

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.

If you don't have an account you can set one up here. This means you have all your order history and details in one place. 

If you're still having problems signing in to your account, please contact us and we'll be happy to help.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
I'm experiencing issues using the website

We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help: 

  • Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
  • Clear your cache and cookies
  • Deactivate any plugins
  • Check your HTTPS settings
  • Clear your temporary files
  • Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet. 

Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.

If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
I'm experiencing issues with the App

We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.

If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.

If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
How can I change my details and marketing preferences?

You can see and manage most of your details when you login.

Just head over to My Account to manage your account and password, 

Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.

The Manage Cards section allows you to update payment details.

Still need to contact us