How can we help you?

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.

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.

If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.

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.

We make it easy for you to track your delivery no matter where it is. 

Once your order has been processed by us, you should receive an email informing you of your tracking reference.

Please use that tracking reference to keep tabs on the progress of your delivery.

Our international couriers deliver Monday to Friday.

Once you've placed your order we will send you an 'order confirmation' email, detailing what you bought, cost and delivery option.

We will also send you emails to keep you updated as your order progresses. This included letting you know when the order has been processed, shipped. The tracking information can also be found in your order history.

If a replacement has been ordered then you will only receive the 'Order Shipped' email containing the tracking details.

If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

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. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as:

• During busy periods - when a sudden high volume of products needs to be shipped.
• Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
• Bad weather – when it may be more difficult for products to be shipped around the country.

We will keep you informed by email on the progress of your order.

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.

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.

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. 

Click and Collect is available for most orders but not for all, and this can be for a number of reasons;

• the item ordered is a pre-order item
• one of the selected items is not eligible
• the size or volume of the item is too large

Please select another delivery option for your order.  

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.

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. 

Some of our offer codes require you to be logged in to your account online to receive the discount. Please make sure you've logged in using the email address which you received your offer.

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.

We accept most well known payment methods:

The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.

If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.

If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.

You can't buy gift cards using gift cards as a payment option.

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

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.

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.

Yes, Gift cards can be used online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.

You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.

Here are some further terms and conditions around our gift cards;

• Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards cannot be used to buy further gift cards.
• Gift cards cannot be used by customers outside of the United Kingdom.

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

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.

You may be looking at a promotion price that has since expired.

For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..

Additionally, please note that some products feature different pricing per size / colour / style etc.

Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.

We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.

eVoucher
If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:

If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.

Gift Card
If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.

Store Credit Note
If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.

To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've 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 ‘Check remaining balance’, you will then be able to see your balance.

If you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:

• The website crashing on a previous checkout attempt.
• If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.

Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Our customer service team are unable to speed this along.

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.

If you've identified a fault with an item you ordered:

For orders placed online - please contact our Customer Service team with full details of the item and fault and we will investigate this for you.

When contacting us, please also provide clear images showing the fault so we can better help you.

Please note: all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.

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.

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.

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. 

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.

We're sorry to hear there is a problem with your item.

Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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.

Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date. 

Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.

VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.

If you haven't received this email, please check your junk folder.

How do I view my previous invoices online?

If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders. 

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.

Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website.

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:

You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.

If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.

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.

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.

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.

No, we do not exchange items.

In the event you change your mind, you may be able to return an online item for a full refund. Please check our policies for further information.

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

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 :  [email protected]

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

The Companies Terms & Conditions apply.

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.

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.

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

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.

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.

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. You will be asked to create a password for your account.

If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.

You can manage your account and your password in the My Account section.

• You can manage your account and your password in the My Account section.
• You can update how you want us to contact you under ‘Contact preferences’
• You can update your payment details under ‘Manage cards’. 

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.

You can search for items in a few different ways, to then add them to your shopping cart.

There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.

As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.

When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.

Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.

The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.

We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.

When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.

We will only charge you once the order has dispatched.

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.

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.

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.

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.

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.

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.

Once you login to your account online, you'll be able to change some of your details including.

• First name
• Last name
• Telephone number
• Billing address
• Request shipping addresses
• Payment details

 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. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address. We will also not be able to change the address, or add/remove items.

If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.

The following definitions are used in these terms:

Welcome to our terms and conditions of sale and delivery.

These terms and conditions apply to customers located in the UK ("Customers") who access the Evans Cycles website ("Website"). Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

These are the terms and conditions of Wareshop2 Limited ("Evans Cycles"), which is the company that sells goods to Customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.

Wareshop2 Limited's registered address is Unit A, Brook Park East, Shirebrook, NG20 8RY. Registered in England & Wales. Company Number: 09870840 and VAT Number: GB 231 5087 33

You should print a copy of these terms and conditions for future reference.

The Website is operated by Evans Cycles Limited, whose registered address is Evans Cycles Limited, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. Registered in England & Wales. Company Number 03406347.

If you have any questions about the Website please contact customer services.

How to order

1. Select the goods you require from the Website and click 'Add to bag'

2. Choose the quantity of goods you wish to purchase from Evans Cycles (the default will be one (1) unit). Please note that a limit is set to ninety-nine (99) units per item. To order quantities greater than 99 units per item, please contact customer services who will be able to assist you with your order

3. Review your bag and make sure all specifications such as size (see our sizing chart) and colour fit your requirements, then click "Secure Checkout"

4. If you are a new user you can either check out as a guest, or, can enter an email address and create a username and password for an account. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address

5. Once you have set up an account or decided to check out as a guest, you will be directed to the shipping confirmation and delivery options page where you may enter voucher codes, select the type of delivery, and vary delivery and/or billing addresses.

6. You will then proceed to the secure payment page where you may select the payment type and complete your order. Your payment will be collected from you by Evans Cycles Limited. Following submission of your order you will be sent an automated order acknowledgement to the email address provided.

By placing an order through the Website, you warrant that you are legally capable of entering into binding contracts.

How the contract for the goods is formed between you and Evans Cycles

After placing your order, you will receive an automated order acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by Evans Cycles.

You will receive an email confirming that Evans Cycles has accepted your order when your order has been processed and is ready for delivery by Evans Cycles.

Once Evans Cycles accepts your order, a contract to purchase the goods from Evans Cycles takes effect between you and Evans Cycles.

The contract to sell goods to you only relates to those goods listed in the confirmation email.

You will not be charged before your order has been processed and is ready for delivery.

However, upon receipt of your order, Evans Cycles will create an authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order, but this will not be realised until your order has been picked and processed in Evans Cycles warehouse. In the event of us not being able to fulfil your order we will immediately 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.

 Our goods

A description of the main characteristics of goods can be found on the product pages of the Website.

Prices for goods on the Website appear on the product pages and include all applicable taxes.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

Price quotations are given on the assumption that no variation in the price will be made by the manufacturer/sole importer and that Government levies remain unaltered. In the event of such changes, the price of any orders placed before the variation will remain the same and no further increases will be passed to you.

Evans Cycles is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer.

 We reserve the right to cancel the contract between us if we, or our suppliers, have insufficient stock to deliver the goods you have ordered or if the delivery service provider does not deliver to your area.

All specifications are advised by the manufacturer, however these can be subject to change by the manufacturer at any time, without prior warning. 

 Ex display

Any goods displaying “ex display” on the image are heavily marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting/use. Faults are NOT of a serious or structural nature and are usually minor marks.

Data protection and privacy

Any personal information provided to us will be processed in accordance with our privacy policy.

Method of payment

You may pay by Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express (AMEX), Apple Pay, PayPal, SOFORT, P24, iDEAL, Giropay, Bancontact, Alipay and Gift Cards. Please ensure if you are using a credit card that you provide the cardholder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

If you are purchasing a bike as part of the Ride to Work/Cycle to Work scheme, this certificate can only be redeemed in full as a one-use redemption. We accept two types of cycle to work scheme certificates in our stores and online:
• Evans Cycles Ride-to-Work
• Cyclescheme
If your employer operates a cycle to work scheme with the following providers you can also get your new cycling equipment from Evans Cycles, and you’ll receive one of our Ride-to-Work certificates to enable you to collect your order:
• Bike2Work Scheme
• Connected Benefits

Gift cards

Gift Cards can be redeemed by UK and Irish customers only online at Evans Cycles and in branches of Evans Cycles Limited located in the United Kingdom only). Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months after purchase. Any balance remaining after expiration of the validity period will be cancelled.

Gift Cards cannot be used to buy further Gift Cards.

Gift Cards cannot be used to purchase goods for delivery outside of the UK.

Fraud Prevention

To help us prevent fraud, orders of £200 GB pounds or more may require a landline telephone number. Card fraud is illegal, and perpetrators will be prosecuted.

We reserve the right to cancel an order if we suspect that there is a risk of fraud.

UK Delivery

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

UK delivery charges will be confirmed to you, before your order is accepted.

If your order is particularly heavy, it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.

We will use our reasonable endeavours to deliver the goods or services within the times indicated. However, where delivery times and dates are given, they are for general guidance only and we will not be held liable for late delivery of goods caused by circumstances beyond our reasonable control.

UK Delivery options

Evans Cycles offers the following options for orders – Standard Delivery (usually £4.99) and Next Day Delivery (usually £7.99). Please see below for further information about UK delivery options.

Delivery times depend on the delivery service selected and the types of goods ordered. Evans Cycles always aims to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by Evans Cycles with you.

Evans Cycles will use third party couriers. Couriers will require a signature to ensure safe receipt of your goods.

If you are not available to collect and sign on the courier's first visit they may leave a contact number to arrange re-delivery. Evans Cycles ’couriers will deliver until 9pm in most areas!

The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt, they will return the goods to Evans Cycles and Evans Cycles Limited will issue a refund on their behalf. Evans Cycles reserves the right to re-charge the delivery cost for re-delivery.

Standard Delivery

If you select Evans Cycles standard delivery option, Evans Cycles aims to have all accepted orders placed before 6pm dispatched in three (3) to seven (7) working days, excluding Weekends and Public/Bank Holidays.

Delivery of Pre-Order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

Evans Cycles may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Free delivery offers

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot be used in conjunction with any other offer, promotion or discount code.

Returns and exchanges

Please cancel your online order within the cooling off period. You have 14 days to change your mind from the day after you receive your order.

Can I cancel any item that I order?

You can cancel any item ordered online in accordance with the terms in this section apart from:

• personalised or bespoke items;

• any items which deteriorate or expire rapidly;

• magazines;

• any items that are sealed for health protection or hygiene reasons if you have unsealed them including but not limited to) cosmetics, duvets, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear;

• any computer games where the seal on the wrapping has been broken; and

• any items that have been inseparably mixed after delivery.

You cannot cancel your contract in respect of pierced earrings, made-to-measure/order goods (e.g. furniture) or perishable goods (e.g. foods) unless they are faulty, damaged upon delivery or incorrect.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.

When do I have to cancel my order by?

Your cancellation period ends 28 days after the day on which the items are delivered to you (or someone you nominate to receive the items for you) or you collect your items from one of our stores (UK Mainland only). If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

How do I notify you that I want to cancel my order?

You can cancel by sending an email to [email protected] or by post to:

You can use the Returns Form, but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to Evans Cycles at the above email address or post it to Evans Cycles at the address above.

How do I send my items back?

You must return your items by post to the below address no later than 14 days after the day on which you informed Evans Cycles that you would like to cancel your order;

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Return postage is at your own cost and risk.

How much money will be refunded to me?

Evans Cycles Limited will refund you in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, Evans Cycles Limited will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. Evans Cycles will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be returned to you.

Evans Cycles Limited will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day Evans Cycles receives the items you are returning back from you.

In store purchases

Please return your purchases to either the store you purchased from or your local store.

Items that are incorrect or require exchange

Please clearly state on the Returns Form the reason for return and whether you require a refund or exchange. Evans Cycles is only able to exchange items for the same product.

Evans Cycles advises that you send items back via registered post. The return address is:

Items need to be in the original packaging where it forms part of the goods, for example, boxed garments and gift items. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon retur and sent to Evans Cycles at your own cost and risk.

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Evans Cycles may have a right of action against you for compensation. This applies to all items that are returned.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Evans Cycles has received back. If a refund or reimbursement is payable to you, Evans Cycles Limited will transfer the money using the same method originally used by you to pay for your purchase. Evans Cycles Limited cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of items using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), Evans Cycles will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Evans Cycles aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with Evans Cycles 's freepost address then due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:

1. Tier 1: within 30 days* of receiving the defective item, you can choose to receive either:

• a repair or replacement; or

• a full refund.

2. Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

3. Tier 3: if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

• keep the defective item and claim a price reduction (the amount of the price reduction will be determined by Evans Cycles depending on what is reasonable in the circumstances); or

• return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

* The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

If you think you have received a defective item, please return the items back to Evans Cycles including details where possible of:

• Your Order Number

• Product Code/Product Name

• Details of the fault

• Whether you would prefer a refund or a repair or replacement

Returns address

Evans Cycles advises that you send items back via registered post. The return address is:

Evans Cycles Limited will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Evans Cycles confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, Evans Cycles will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Evans Cycles will not refund any Next Day, Express or other premium component of delivery.

Any goods specified as and supplied to you as 'Competition Goods' are supplied for specialist use and are subject to extreme wear and stress whilst in use. The life expectancy and durability of such goods are greatly reduced and you should note that any claim for failure or wear shall be limited to that of the manufacturers' guarantees. You agree that such use shall be a relevant circumstance for the purposes of the Sale of Goods Act 1979 (as amended) and the Consumer Rights Act 2015. In addition, any parts connected to Competition Goods may be placed under stress and you should take advice from experts prior to purchase of such parts. You should also be aware that manufacturers may limit their guarantees when parts are installed for competition use.

If you have a query about returning goods, please contact customer services.

Warranty and limitation of our liability

If Evans Cycles fails to comply with these terms and conditions, Evans Cycles shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of Evans Cycles 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.

Evans Cycles will not be liable for losses that result from its failure to comply with these terms and conditions that fall into the following categories:

(a) loss of income or revenue;

(b) loss of business;

(c) loss of profits;

(d) loss of anticipated savings;

(e) loss of data; or

(f) waste of management or office time.

(g) other indirect loss, consequential loss, damages or expenses.

Nothing in these terms and conditions is intended to exclude or limit Evans Cycles 's liability for:

(a) death or personal injury caused by Evans Cycles 's negligence;

(b) fraud or fraudulent misrepresentation;

(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;

(d) defective products under the Consumer Protection Act 1987;

(e) any other matter for which it would be illegal for Evans Cycles to exclude or attempt to exclude its liability.

Whilst Evans Cycles adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Nothing in these terms and conditions is intended to affect your statutory rights.

All warranties and guarantees in respect of goods are provided entirely by the manufacturers/UK importers and are subject to terms contained therein. You are reminded to complete all warranty/guarantee cards/documents upon receipt of the goods where appropriate.

Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

Any advice given by our agents or servants during the order process is based entirely upon information provided by you. Where advice is given after visual inspection by our agents or servants, such advice shall amount to an opinion only and we shall not accept liability for any inaccuracies therein. Goods supplied are supplied only to correspond to the purpose for which goods of that kind are commonly supplied and not for any alternative uses to which they may be put. We shall accept no liability for any failure of Goods due to any such alternative use, amendment or modification.

You confirm that you shall comply with any and all rules relating to installation of the goods and fully accept that we shall not be liable for any loss which results from forced, misdirected, inappropriate or unqualified installation of any goods or not adequately maintained the goods. Furthermore, we shall accept no liability for death or personal injury, unless caused directly by our own negligence.

Any goods, or parts of them, that are modified or adapted by you or any third party shall no longer be warranted by the manufacturer nor shall we be liable for any failures resulting from any such modification or adaptation.

Events outside our control

Evans Cycles will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside Evans Cycles 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Evans Cycles 's reasonable control and includes (without limitation) the following:

(a) Strikes, lock-outs or other industrial action;

(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

(e) Impossibility of the use of public or private telecommunications networks; or

(f) The acts, decrees, legislation, regulations or restrictions of any government.

In the event of a Force Majeure Event, Evans Cycles 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and Evans Cycles will have an extension of time for performance for the duration of that period. Evans Cycles will use its reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which its obligations to you may be performed despite the Force Majeure Event.

Written communications

Applicable laws require that some of the information or communications Evans Cycles sends to you should be in writing. By accessing the Website, you accept that communication with Evans Cycles will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that Evans Cycles provides to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

Intellectual property rights

Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to Evans Cycles Limited, or a member of the group of companies to which Evans Cycles Limited belongs or are used with permission from the owner.

The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Complaints

Evans Cycles takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible.

For complaints relating to orders placed through the Website please email customer services. To assist Evans Cycles Limited in dealing with your complaint, please detail all aspects of the complaint, your order number and your contact details.
If you paid by credit card, you may have additional rights of redress.

Our right to vary these terms and conditions

Evans Cycles reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from Evans Cycles unless:

• any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or

• Evans Cycles notifies you of any changes to these terms and conditions before it accepts your order, in which case Evans Cycles has the right to assume that you have accepted the change to the terms and conditions unless you notify Evans Cycles to the contrary within seven (7) working days of receipt by you of the goods.

Safety warning

Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. Evans Cycles recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained. Nothing in this notice affects your statutory rights.

WEEE regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The Directive also means that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Goods are marked with the crossed out wheeled bin symbol to show that they were produced after 13 August 2005 and should be disposed of separately from normal household waste so that they can be recycled.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Evans Cycles is obliged under this Directive to offer its customers free take-back of their WEEE on a like-for-like basis when you buy from Evans Cycles a new Electrical or Electronic product.

For example, if a customer bought a new battery/stopwatch/pedometer from Evans Cycles, Evans Cycles would accept their old battery/stopwatch/pedometer and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to Evans Cycles within 28 days of purchasing their new item.

Governing law and jurisdiction

These terms and conditions shall be subject to English law.

The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions including orders for goods.

These terms are applicable from 26 March 2024

Welcome to our terms and conditions of sale and delivery

These terms and conditions apply to customers located outside the UK ("Customers") who access the Evans Cycles website ("Website"). Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

These are the terms and conditions of Wareshop2 Limited ("Evans Cycles"), which is the company that sells goods to Customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.

Wareshop2 Limited's registered address is Unit A, Brook Park East, Shirebrook, NG20 8RY. Registered in England & Wales. Company Number: 09870840 and VAT Number: GB 231 5087 33

You should print a copy of these terms and conditions for future reference.

The Website is operated by Evans Cycles Limited, whose registered address is Evans Cycles Limited, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY. . Registered in England & Wales. Company Number 03406347.

If you have any questions about the Website please contact customer services.

How to order

1. Select the goods you require from the Website and click 'Add to bag'

2. Choose the quantity of goods you wish to purchase from Evans Cycles (the default will be one (1) unit). Please note that a limit is set to ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact customer services who will be able to assist you with your order

3. Review your bag and make sure all specifications such as size (see our sizing chart) and colour fit your requirements, then click "Secure Checkout"

4. If you are a new user, you can either check out as a guest, or can enter an email address and create a username and password. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address

5. Once you have set up an account or decided to check out as a guest, you will be directed to the shipping confirmation and delivery options page where you may enter voucher codes, select the type of delivery, and vary delivery and/or billing addresses.

6. You will then proceed to the secure payment page where you may select the payment type and complete your order. Your payment will be collected from you by Evans Cycles Limited. Following submission of your order you will be sent an automated order acknowledgement to the email address provided.

By placing an order through the Website, you warrant that you are legally capable of entering into binding contracts.

How the contract for the goods is formed between you and Evans Cycles

After placing your order you will receive an automated order acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by Evans Cycles.

You will receive an email confirming that Evans Cycles has accepted your order when your order has been processed and is ready for delivery by Evans Cycles.

Once Evans Cycles accepts your order, a contract to purchase the goods from Evans Cycles takes effect between you and Evans Cycles.

The contract to sell goods to you only relates to those goods listed in the confirmation email.

You will not be charged before your order has been processed and is ready for delivery.

However, upon receipt of your order, Evans Cycles will create an authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order but this will not be realised until your order has been picked and processed in Evans Cycles warehouse. In the event of us not being able to fulfil your order we will immediately 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.

Our goods

A description of the main characteristics of goods can be found on the product pages of the Website.

Prices for goods on the Website appear on the product pages.

For customers based outside the UK but in the EU: the prices for goods on the Website include all applicable taxes.

For customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see Customs Charges and Import Duties for further details.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

Price quotations are given on the assumption that no variation in the price will be made by the manufacturer/sole importer and that Government levies remain unaltered. In the event of such changes, the price of any orders placed before the variation will remain the same and no further increases will be passed to you.

Evans Cycles is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer.

 We reserve the right to cancel the contract between us if we, or our suppliers, have insufficient stock to deliver the goods you have ordered or if the delivery service provider does not deliver to your area.

All specifications are advised by the manufacturer, however these can be subject to change by the manufacturer at any time, without prior warning.

Ex display

Any goods displaying “ex display” on the image are heavily marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks.

Data protection and privacy

Any personal information provided to us will be processed in accordance with our privacy policy.

Method of payment

You may pay by Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express (AMEX), Apple Pay, PayPal, SOFORT, P24, iDEAL, Giropay, Bancontact, Alipay and Gift Cards. Please ensure if you are using a credit card that you provide the card holder's name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

 If you are purchasing a bike as part of the Ride to Work/Cycle to Work scheme, then you can pay (in part or in full) using your cycle to work certificate. We accept three types of cycle to work scheme certificates in our stores and online:
• Evans Cycles Ride-to-Work
• Cyclescheme
• Cycle Plus (this certificate cannot be used online)

If your employer operates a cycle to work scheme with the following providers you can also get your new cycling equipment from Evans Cycles, and you’ll receive one of our Ride-to-Work certificates to enable you to collect your order:
• Bike2Work Scheme
• Connected Benefits
• On Your bike / C2W Support

Gift cards

Gift cards cannot be used to purchase goods for delivery outside of the UK.

Fraud Prevention

To help us prevent fraud, orders of £200 GB pounds or more (or the equivalent value in your local currency) may require a landline telephone number. Card fraud is illegal and perpetrators will be prosecuted.

 We reserve the right to cancel an order if we suspect that there is a risk of fraud.

Delivery

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.

We will use our reasonable endeavours to deliver the goods or services within the times indicated. However, where delivery times and dates are given, they are for general guidance only and we will not be held liable for late delivery of goods caused by circumstances beyond our reasonable control.

Delivery Options

View this table to find out how much delivery starts from for each country.

If you live overseas and do not want to incur the expense of overseas delivery you can also elect to collect your goods from Evans Cycles ' UK warehouse.

 All orders are shipped from the UK and, therefore, deliveries made to countries outside the UK may be subject to customs, legal, regulatory and certain practical restrictions. It is your responsibility to pay any additional taxes, fees or levies, import duty or other fees required by the local customs authority in order to release the goods to you. Please ensure that you enter the correct international delivery address and postcode. If the address is entered incorrectly or if customs duties or formal customs entry procedures are required, the delivery may be delayed. We are unable to offer you any assistance if either issue arises. Customs policies vary widely from country to country, therefore you are advised to check the local requirements in your country when placing an order.

If you fail or refuse to pay these charges, what happens to the goods is out of our control. In the event that the goods are returned without any charge to us we will refund the whole purchase price to you. In the event that the goods are returned to us but a delivery charge is levied on us, we will refund you the purchase price less the charge levied on us to return the goods. It is possible that the goods will not be returned to us, in which case no refund of the purchase price will be given to you. In any event, goods that are returned due to you refusing or failing to pay any of the charges outlined in this paragraph will not be entitled to a refund of the delivery charge.

You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Delivery of Pre-Order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date.

Table Tennis Tables

Presently we do not deliver table tennis tables to addresses outside the UK.

Split delivery

Evans Cycles may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this facility.

Free delivery offers

Free delivery offers, when available, only apply to orders for delivery to customers located in UK Mainland (and not Outer UK Mainland) and are not available to EU Customers or ROW Customers.

Returns and exchanges

Please cancel your online order within the cooling off period. You have 14 days to change your mind from the day after you receive your order.

Can I cancel any item that I order?

You can cancel any item ordered online in accordance with the terms in this section apart from:

• personalised or bespoke items;

• any items which deteriorate or expire rapidly;

• magazines;

• any items that are sealed for health protection or hygiene reasons if you have unsealed them including but not limited to) cosmetics, duvets, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear;

• any computer games where the seal on the wrapping has been broken; and

• any items that have been inseparably mixed after delivery.

You cannot cancel your contract in respect of pierced earrings, made-to-measure/order goods (e.g. furniture) or perishable goods (e.g. foods) unless they are faulty, damaged upon delivery or incorrect.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.

When do I have to cancel my order by?

Your cancellation period ends 28 days after the day on which the items are delivered to you (or someone you nominate to receive the items for you) or you collect your items from one of our stores (UK Mainland only). If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

How do I notify you that I want to cancel my order?

You can cancel by sending an email to [email protected] or by post to:

You can use the Returns Form, but you do not have to. To use the form, simply print it off, fill it in and, either scan and email it to Evans Cycles at the above email address or post it to Evans Cycles at the address above.

How do I send my items back?

You must return your items by post to Customer Returns, Unit B, Brook Park East, Shirebrook, UNITED KINGDOM, NG20 8RY.> no later than 14 days after the day on which you informed Evans Cycles that you would like to cancel your order. Any returns are at your own risk. For your protection, Evans Cycles recommends that you return your items via registered post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Return postage is at your own cost and risk.

How much money will be refunded to me?

SportsDirect.com Retail Ltd. will refund you in full for any items you return, but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, Evans Cycles Limited will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. Evans Cycles Limited will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be returned to you.

Evans Cycles Limited will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day Evans Cycles receives the items you are returning back from you.

In store purchases

Please return your purchases to either the store you purchased from or your local store. 

Items that are incorrect or require exchange

Please clearly state on the Returns Form the reason for return and whether you require a refund or exchange. Evans Cycles is only able to exchange items for the same product.

Evans Cycles advises that you send items back via registered post. The return address is:

Items need to be in the original packaging where it forms part of the goods, for example, boxed garments and gift items. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return and sent to Evans Cycles at your own cost and risk.

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Evans Cycles may have a right of action against you for compensation. This applies to all items that are returned.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Evans Cycles has received back. If a refund or reimbursement is payable to you, Evans Cycles Limited will transfer the money using the same method originally used by you to pay for your purchase. SportsDirect.com Retail Ltd. cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of items using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), Evans Cycles will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Evans Cycles aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that if you have been provided with Evans Cycles 's freepost address then due to the extra time it takes for freepost items to be delivered it may take up to 14 days to receive confirmation of your refund. Please note that at busy times of the year such as public holidays, these times may increase.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:

1. Tier 1: within 30 days* of receiving the defective item, you can choose to receive either:

• a repair or replacement; or

• a full refund.

2. Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

3. Tier 3: if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

• keep the defective item and claim a price reduction (the amount of the price reduction will be determined by Evans Cycles depending on what is reasonable in the circumstances); or

• return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

* The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

If you think you have received a defective item, please return the items back to Evans Cycles including details where possible of:

• Your Order Number

• Product Code/Product Name

• Details of the fault

• Whether you would prefer a refund or a repair or replacement

Returns address

Evans Cycles advises that you send items back via registered post. The return address is:

Evans Cycles Limited will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Evans Cycles confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, Evans Cycles will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Evans Cycles will not refund any Next Day, Express or other premium component of delivery.

Any goods specified as and supplied to you as 'Competition Goods' are supplied for specialist use and are subject to extreme wear and stress whilst in use. The life expectancy and durability of such goods are greatly reduced and you should note that any claim for failure or wear shall be limited to that of the manufacturers' guarantees. You agree that such use shall be a relevant circumstance for the purposes of the Sale of Goods Act 1979 (as amended) and the Consumer Rights Act 2015. In addition, any parts connected to Competition Goods may be placed under stress and you should take advice from experts prior to purchase of such parts. You should also be aware that manufacturers may limit their guarantees when parts are installed for competition use.

If you have a query about returning goods, please contact customer services.

Warranty and limitation of our liability

If Evans Cycles fails to comply with these terms and conditions, Evans Cycles shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of Evans Cycles 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.

Evans Cycles will not be liable for losses that result from its failure to comply with these terms and conditions that fall into the following categories:

(a) loss of income or revenue;

(b) loss of business;

(c) loss of profits;

(d) loss of anticipated savings;

(e) loss of data; or

(f) waste of management or office time.

(g) other indirect loss, consequential loss, damages or expenses.

Nothing in these terms and conditions is intended to exclude or limit Evans Cycles 's liability for:

(a) death or personal injury caused by Evans Cycles's negligence;

(b) fraud or fraudulent misrepresentation;

(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;

(d) defective products under the Consumer Protection Act 1987;

(e) any other matter for which it would be illegal for Evans Cycles to exclude or attempt to exclude its liability.

Whilst Evans Cycles adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Nothing in these terms and conditions is intended to affect your statutory rights.

All warranties and guarantees in respect of goods are provided entirely by the manufacturers/UK importers and are subject to terms contained therein. You are reminded to complete all warranty/guarantee cards/documents upon receipt of the goods where appropriate.

Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.

Any advice given by our agents or servants during the order process is based entirely upon information provided by you. Where advice is given after visual inspection by our agents or servants, such advice shall amount to an opinion only and we shall not accept liability for any inaccuracies therein. Goods supplied are supplied only to correspond to the purpose for which goods of that kind are commonly supplied and not for any alternative uses to which they may be put. We shall accept no liability for any failure of Goods due to any such alternative use, amendment or modification.

You confirm that you shall comply with any and all rules relating to installation of the goods and fully accept that we shall not be liable for any loss which results from forced, misdirected, inappropriate or unqualified installation of any goods or not adequately maintained the goods. Furthermore, we shall accept no liability for death or personal injury, unless caused directly by our own negligence.

Any goods, or parts of them, that are modified or adapted by you or any third party shall no longer be warranted by the manufacturer nor shall we be liable for any failures resulting from any such modification or adaptation.

Events outside our control

Evans Cycles will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside Evans Cycles 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Evans Cycles ' reasonable control and includes (without limitation) the following:

(a) Strikes, lock-outs or other industrial action;

(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;

(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

(e) Impossibility of the use of public or private telecommunications networks; or

(f) The acts, decrees, legislation, regulations or restrictions of any government.

In the event of a Force Majeure Event, Evans Cycles 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and Evans Cycles will have an extension of time for performance for the duration of that period. Evans Cycles will use its reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which its obligations to you may be performed despite the Force Majeure Event.

Written communications

Applicable laws require that some of the information or communications Evans Cycles sends to you should be in writing. By accessing the Website, you accept that communication with Evans Cycles will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that Evans Cycles provides to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

Intellectual property rights

Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to SportsDirect.com Retail Ltd., or are used with permission from the owner.

The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Complaints

Evans Cycles takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible.

For complaints relating to orders placed through the Website please email customer services. To assist Evans Cycles Limited in dealing with your complaint, please detail all aspects of the complaint, your order number and your contact details.
If you paid by credit card, you may have additional rights of redress.

Our right to vary these terms and conditions

Evans Cycles reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from Evans Cycles unless:

• any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or

• Evans Cycles notifies you of any changes to these terms and conditions before it accepts your order, in which case Evans Cycles has the right to assume that you have accepted the change to the terms and conditions unless you notify Evans Cycles to the contrary within seven (7) working days of receipt by you of the goods.

Safety warning

Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. Evans Cycles recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained. Nothing in this notice affects your statutory rights.

WEEE regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The Directive also means that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Goods are marked with the crossed out wheeled bin symbol to show that they were produced after 13 August 2005 and should be disposed of separately from normal household waste so that they can be recycled.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Evans Cycles is obliged under this Directive to offer its customers free take-back of their WEEE on a like-for-like basis when you buy from Evans Cycles a new Electrical or Electronic product.

For example, if a customer bought a new battery/stopwatch/pedometer from Evans Cycles, Evans Cycles would accept their old battery/stopwatch/pedometer and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to Evans Cycles within 28 days of purchasing their new item.

Governing law and jurisdiction

These terms and conditions shall be subject to English law.

The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions including orders for goods.

When you select a product on the Website that will be delivered to you directly by a Partner Brand (as shown in the table below), you will be notified of this ahead of your purchase.

1. When you purchase a Partner Program Product, the contract of sale is still between you and the Seller, and the Seller’s terms and conditions of sale will apply to this purchase, with the following differences: 
   1. The Brand will deliver Partner Program Product(s) direct to you from their warehouse.
   2. Partner Program Products are only available for standard delivery within the United Kingdom, Next Day Delivery or Click & Collect is not available. 
   3. Partner Program Product(s) will be sent separately from other items in your order.
   4. If you need to return a Partner Program Product, you must send this to the relevant returns address set out in the table above. Partner Program Products cannot be returned to stores. 
   5. Returns for Partner Program Products are eligible for refund only, no exchanges are available.
   6. Gift cards cannot be used as a method of payment for Partner Program Products.
   7. Promotions and discount codes do not apply to Partner Program Products.
2. In accordance with the Seller’s Privacy Policy, we will share details of your order with the Partner Brand to fulfil your order.
3. Please also note the following additional terms, which are specific to GAME Partner Program Products only:  
   1. You must be 12 or older.
   2. Certain GAME products are age restricted. Any product with a PEGI (Pan-European Games Information) rating will be clearly described as such on the product page for that item. For further information on age ratings, see the Video Standards Council Website, the PEGI website, or the Ask About Games Website. By placing order an order for the purchase of an age restricted products on this website, you confirm you are of the appropriate age to receive and view the specified certification of the title(s) so ordered. Any person ordering a product for a third party hereby certifies the intended recipient of the order is of the appropriate age to receive and view the specified certification of the title(s) so ordered. The Seller reserves the right not to supply any age-restricted product where it reasonably believed that you are below the relevant minimum age.
   3. We reserve the right in our absolute discretion to limit a specific product or products to one product per customer (which includes, but is not limited to, per postcode, per email and/or per payment method). Customers will be notified via the product display page or during check out, which product(s) these terms apply to. If we detect a breach or attempted breach of these terms, we may cancel the relevant order or orders for the limited item(s).
   4. You cannot redeem or earn GAME Reward or GAME Elite Reward points on Partner Program Products, and purchases of Partner Program Products will not appear in your GAME Reward account or your GAME Elite membership purchase history.

There are currently no product recalls in effect.

Flannels - Privacy Policy

Privacy Policy

Frasers Group consists of different brands and legal entities and the company responsible for the processing of your personal data is dependent on the purpose for which it is collected. For each processing purpose you will be informed of the responsible company

We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal data, including encrypting your data to applicable industry standards. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

So, you only need to look in one place to find out all you need to know about how the Group collects and processes your personal data this policy covers our Website (being any website operated by The Flannels Group Limited or a Group company), our App (being any app operated by The Flannels Group Limited or a Group company), our stores and any correspondence you have with the Group in relation to our retail offering.

Any changes we make to this policy will be reflected on this page and notified to you by email, where appropriate.

Who we are?

As set out in our terms and conditions, this Website and the App are operated by The Flannels Group Limited, or a Group company, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, United Kingdom, NG20 8RY.

The Flannels Group Limited are the data controller in respect of personal data collected when you browse this Website and the App and purchase our products. If you have any queries regarding our use of your personal data or this privacy policy, you can write to Data Protection: Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email to [email protected].

Information we may hold about you

When you register to use our Website or App, purchase a product, register to receive our emails, apply for a job,  register for our membership or loyalty services, enter a competition or promotion run by the Group or contact us, personal data you provide, such as your name, date of birth, contact details (including social media accounts), telephone number, transaction history, log in and payment information, and gender may be collected along with proof of identity (ID).

When you browse our Website or App, whether or not you are registered, purchase a product, register to receive our marketing email, receive and open or click our emails, or make a job application , we and our partner advertising networks, advertisers and advertising affiliates (Third Party Advertisers), will collect user information such as your location, language, assumed gender, IP address, when you visited our Website or App, how you arrived on our Website or App, where you visit after our Website or App, the pages you visited, how long you spend browsing individual pages on our Website or App, any products you have viewed, purchased, or put in your basket, and the browser (where applicable) and device you used to access our Website or App.

In our premises, including our stores, we may use CCTV and Facial Recognition Technology to monitor and record images for the purposes of security, the prevention and detection of crime and health and safety, and store the images centrally.    You can find further information on the Facial Recognition Technology we use and how your personal data is handled on www.facewatch.co.uk/privacy 

In circumstances where you contact us by telephone, calls may be recorded for quality, training and security purposes. Calls may also be monitored without your consent in the following circumstances: to provide evidence of a business transaction; to prevent or detect a crime; to ensure that the Group complies with regulatory procedures; to see that quality standards or targets are being met; and to secure the effective operation of the telecom system.

How we may use your personal data

We may use your personal data in the following ways:

• to fulfil your order - we require your identification, contact and payment information to enable the relevant Group company to enter into a contract with you and are unable to do so without this information (please note that your details may need to be passed to another company within the Group and/or a third party, such as one of our couriers or one of their customs clearance agents, in order for them to supply or deliver the product that you ordered and certain products will be processed and delivered direct from some of our supplier partners either as part of our drop ship model or market place offering ("Direct Supply"). We may retain your details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds, guarantees etc and to meet any legal obligations for the retention of transactional data).
• to tell you about similar products and services, or products and services that you ask us to send you information about, by email, post, mobile, telephone and/or through other digital means (depending on your stated preferences) including social media platforms;
• to provide you with services you request from us including, the sale and/or distribution of products made available to you through Direct Supply, including the administration of your membership or loyalty services;
• to register you on the Website or App (where this involves setting you up with an account, we will use your personal data to maintain and update your account (e.g. such as a change of address or change in your marketing preferences);
• to administer our Website and App;
• to analyse, and improve, the use of our Website, App and retail offering, including how you move around our Website, App or retail stores;
• to administer any competition run by the Group. Please refer to the specific terms and conditions for each competition;
• to measure and analyse our advertising;
• to make suggestions and recommendations to you, other users of our Website and App, and users of the services of our Third Party Advertisers about products or services that may interest you or them;
• to keep in touch with you regarding your marketing preferences;
• to keep our Website, App and network safe and secure;
• to process payments, and detect and prevent fraudulent transactions and/or any other criminal activity (we may pass your details to a third party to carry out these functions); and
• to assess and process your job application 
• we will receive your personal data from other companies/legal entities or provide it to other companies if we merge with or acquire another business to link the account you hold with us to the account you have with the other brand and to share information about your purchases.
• where necessary when merging with or acquiring another business or re-organising our business, in which case some of your information may be shared with a prospective buyer or otherwise but only so far as is strictly necessary for the purposes of such sale or administration. 
• to seek your feedback or undertake customer research to improve our products and services

We can only use your personal data if we have a proper reason for doing so, e.g.:

• to comply with our legal and regulatory obligations;
• for the performance of our contract with you or to take steps at your request before entering into a contract;
• for our legitimate interests or those of a third party; or
• where you have given consent.

A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests, such as to provide appropriate marketing and to maintain our services. 

How long we keep your information

We will not keep your personal data for any purpose(s) for longer than is necessary and we will only retain the relevant personal data that is necessary in relation to the purpose.

We will retain the personal data you provided on registering an account on our Website or App so long as that account remains in existence.

In the case of any contact you may have with our customer services department, we will retain those details for as long as is necessary to resolve your query and for a short period after the query is closed.

On making a purchase through our Website or App, we will retain certain limited personal data such as your name, email address and postal address until you ask us to update or delete those details for the purpose of reporting new and existing users to our affiliate advertisers. We retain transaction information for longer if you hold a Recognition Loyalty Programme Account or if required by law.  We will retain data regarding your website browsing history for a similar period.

If we are legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also retain some of your personal data for a limited period of time, even after you have closed your account.

We retain CCTV recordings centrally for up to 30 days, and for a longer period if they are relevant to an incident, complaint, investigation or legal proceedings. You can find information on the retention of any data collected via the Facial Recognition Technology we use on www.facewatch.co.uk/privacy 

We will retain information relating to any job application for as long as it takes to process your application and, if it is unsuccessful, for an additional period of around 6 months. If your application is successful, your information will be retained in accordance with our staff privacy policy.

We will retain your information for a short time beyond the specified retention period, to allow for information to be reviewed and any deletion to take place.

How we might share your personal data

We may share your personal data with other companies in the Group which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your personal data in connection with any merger, acquisition, insolvency situation or otherwise, in which case we will only disclose your information so far as is necessary.

We may also share your personal data with carefully selected third parties who assist us in providing you with products, advertisements and services. This will include the following types of third party:

• Our professional advisers, including, without limitation, our insurers;
• Our suppliers, business partners and sub-contractors;
• Our Third Party Advertisers;
• Our Direct Supply partners, who will provide certain products/services directly to you and will require your personal data to process and deliver your order (including warehousing, order packing, delivery, returns and general administration);
• Our Direct Supply middleware providers, who operate the platform through which the order you place on this Website is shared with the relevant Direct Supply partner; and,
• Search engine and web analytics providers.

We only allow our service providers to handle your personal data if we are satisfied they take appropriate measures to protect your personal data. We also impose contractual obligations on service providers relating to ensure they can only use your personal data to provide services to us and to you. In the event that we were to sell our business or assets, we may disclose your personal data to any prospective/actual purchaser and/or their advisers. We may also disclose your personal data where we are subject to a legal obligation to do so, in connection with the prevention or detection of crime, for the purpose of establishing, exercising or defending our legal rights, or where we consider that we receive a valid request for disclosure. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

You should be aware that if we are requested by law enforcement agencies such as the Police, or any other regulatory or government authority investigating suspected illegal activities we may disclose and exchange your personal data or any other information we obtain about you.

Our Website and App may, from time to time, contain links to and from the websites of third parties or utilise a piece of software or a service which requires your personal data to be shared with a third party. Please note that these third-party websites/providers have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Where we store your personal data

The personal data that we collect from you may be transferred to and stored outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers, third party providers, including, Direct Supply partners and middleware providers. Where we do so, the third country's data protection laws will have been approved as adequate by the European Commission, or other applicable safeguards are in place.

Your rights

Under the [UK]  GDPR, you have the following rights which, in most cases, you can exercise free of charge:

If you would like to exercise any of these rights, please write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email [email protected]. 

If we choose not to action your request, we will explain the reasons for our refusal.

To maintain the security of our customers' personal details, we may need to request proof of identity before we disclose personal data to you in response to any of the above requests.

How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

• Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from us.
• If you have an account, log in into your account, visit the ‘My Account’ area and change your preferences.
• In our apps, you can manage your preferences and opt out from one or all of the different push notifications by selecting or deselecting the relevant options in the ‘Settings’ section.
• Write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email [email protected]

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

How to complain

We hope that the Data Protection team can resolve any query or concern you may raise about our use of your personal data.

However, if you feel that your personal data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or any other competent supervisory   authority in the country of residence.

You can contact the ICO by calling 0303 123 1113 or go online to www.ico.org.uk/concerns (opens in a new window; please note we can't be responsible for the content of external websites)

Cookie Policy

This policy explains what cookies are, how we use them and how you can switch them off.

What are Cookies and other tracking technologies?

Cookies are small files which are stored on your internet browsing device (e.g computer, tablet or phone) when you visit one of our websites, use our app, receive and open or click into our emails or see one of our adverts elsewhere on the internet. Cookies don't store personal details such as your credit card details, your name or your date of birth. They play an important role in helping us to enhance the usability and performance of our websites and your experience using them. Some cookies are also essential to enable you to move around our website and use its features. Other tracking technologies, like web beacons, clear GIFs, page tags and web bugs, are used to understand how people are using our services and to target advertising.

As well as the cookies we use on our website, we use cookies and similar technologies in our emails. These help us to understand whether you’ve opened an email and how you’ve interacted with it. If you don't want to accept cookies in emails, you can set your browser to restrict or reject cookies, or you can close the email before downloading any images or clicking on any links.

When you first use our Website, we will ask you to consent to our use of cookies and give you information about them. If you continue to browse our website and don't take steps to change your preferences, you are consenting to our use of cookies.

What types of Cookies do we use?

Our Website uses session cookies and persistent cookies. Session cookies operate from the moment you enter the website until the moment you leave. Once you log off, session cookies are deleted. Persistent cookies will not be deleted after each session.

Strictly necessary cookies are essential to our website. If these are disabled, your experience on our website may be interrupted and you may not be able to use a shopping basket or make payment. Performance cookies collect anonymous data about visitors. We use the data to improve your future experience and identify issues that our users may be experiencing.

Functionality cookies customise the look and appearance of our Website. For example, a functionality cookie will remember your username and language preferences next time you visit.

Targeting or advertising cookies deliver advertisements which are tailored to your web activity. A targeting cookie tracks what you click on whilst on our website and may share details of what you click on with other organisations (such as advertisers). 

These cookies can also help us to measure the effectiveness of an advertising campaign.

Third party cookies may be used on our website by approved organisations to provide services on our website.

A list of all the cookies that we, our advertising network and technology partners use can be found in our cookie list details below.

How we use Cookies and other tracking technologies

We use a combination of our own cookies, third party cookies and other tracking technologies to enhance your browsing experience and to enable our website and app to function efficiently. We use cookies to:

• enable you to set up an account, place orders and make payments
• remember items you place into your shopping basket
• remember items you have been looking at so that you can quickly and easily go back to an item you looked at previously
• enhance and personalise your shopping experience

The default setting on your web browser is to prohibit cookies, but you may have changed this during the installation process. You can also choose which cookies the Group places on your computer when you access our website and can manage this in our preference centre. Further information on cookies, including instructions on how to amend your browser settings to turn off cookies, is available widely online. However, if you disable or delete certain cookies you may not be able to shop or access important parts of our website.

Cookie List: