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Delivery & returns

Everything you need to know about when your bike will arrive, and what to do if something goes wrong. If you want the nitty gritty, check our Terms and Conditions.

Delivery
  • When will my order arrive?
    Your beautiful bike will arrive within 3-5 working days of being ordered.


    As soon as your order drops into our inbox, our office angels wave their magic wands of administration and our dedicated mechanics get busy with the grease to make sure your bike is in tip-top riding condition just for you. When everything's been double and triple checked, we use a super careful shipping company who do their utmost to deliver the day after dispatch.

    But don't worry – we'll send you an email to let you know as soon as your bike has been sent on its merry way and when you can expect to be riding.

    Please note: We only deliver to the mainland UK. Sorry!
  • How will my bike be packaged? Is it fully assembled?
    The bike will arrive in a massive cardboard bike box. Because cardboards boxes aren't bike-shaped, however, there will be a couple of simple fixes and adjustments to make before it's ready to ride.

    This may sound intimidating, but don’t panic. Just open the box, remove the bike and follow these instructions:

    1. Turn the handlebars until they're dead straight and centred over the front fork. Tighten up the bolt with the tool we've included in the box.
    2. Thread the pedals back onto the crank arms. They screw in the opposite way to everyday screws, which means they'll only get tighter as you ride.
    3. Fit the saddle on the seat post and tighten up with the tools we've included, making sure it's at the right height and angle for your riding style.
    4. Pop the front wheel back into the front forks, tighten up with the tools included (even easier if it's got a quick release skewer).
    5. Make sure both front and rear brakes are working.
    6. You're ready to ride!If the bike has a front mudguard, we've had to remove that too (our courier is very particular!). It simply screws back onto the front forks, secured at the top by the bolt that also attaches the brakes to the bike.


    If you're not sure or you've got any questions at all about how to put your bike together, don't guess – get in touch! Finally, fold the box flat and keep it safe just in case you need to send the bike back to us.

    If you notice that the box is damaged when the bike is delivered to you, you must either refuse the delivery, or register the damage with the delivery person. If a bike is tragically damaged in transit and that damage isn't registered, we've got no way of making a claim with the delivery company to recoup costs. And that's rubbish.
  • Do I need to be at home when the bike is delivered?
    Yes – you will need to be at home to take delivery. Plan to work from home, download a box set or spend the day clearing out the garage because bikes are delivered between 9am and 6pm on working days. It'll be worth it, we promise!
  • How much does delivery cost?
    Who pays for delivery these days? Not you! All bikes, along with any accessories ordered at the same time, are delivered free to anywhere on the UK mainland.

    If you buy over £100 of accessories, even without a bike – that's free delivery for you too!

    Sadly, our accountant says we do have to charge for smaller deliveries of accessories. That'll cost you £10 per order.
  • Where do you deliver to?
    Anywhere in mainland UK. Sorry Orkadians!
  • Can I pick my bike up from the workshop?
    Course you can! You'll be given the option to collect at the workshop in the delivery options menu when placing your order.

    As a thank you for saving us the hassle of packing up your bike, we'll bung you £15 - cheers, mate!

    The only thing we ask is that you come and collect within one week of ordering – our workshop is teeny-tiny and we don't have enough space to store bikes for any longer. Look forward to meeting you!
Returns
  • What can I do if I'm unhappy with my bike?
    Oh no! First up, tell us about the problem on the phone (020 7733 8098) or in an email (info@thebikeproject.co.uk). Fingers crossed our bike agony aunts and uncles will be able to make you happy again.

    Otherwise, if you're still within our 14-day test ride no fuss, no fret returns period, then you can always pack the bike back up and return it to us. If you're outside that period, give us a call anyway and we'll see what we can do. A happy customer is our only kind.
  • How do I return my bike?
    If you're reading this before buying your bike: stop now and double check our bike size guide. Our number one rule for customers is to make sure you're buying a bike that will fit you. If you've got any doubts or queries about this or any aspect of buying a bike, give us a call or send us an email. Prevention is better than a cure!

    If you're reading this because you're unhappy and want to return your bike, then shucks! We're sorry you feel that way and doubly sorry if we screwed up.

    If it's still within 14 days of the delivery date then no problemo – you can return the bike for a full refund. For any orders made in December, we extend our returns period until January 15th just in case it was a Christmas present!

    Send us an email ASAP (info@thebikeproject.co.uk) announcing your intention to return the bike. Although we offer a full refund for the cost of the bike, we can't afford to cover the cost of the return. The organisation and cost of returning the bike safely to us is your responsibility.

    The best way to do this is to keep the box and re-pack in the same way it arrived. Please contact us if you need advice on how to pack the bike, but we advise you to:

    1. Remove the pedals.
    2. Turn the handlebars.
    3. Wrap the forks in cardboard to protect them from damage during shipping.
    4. Fill out the box with spare cardboard to make sure the bike won't rattle around in the box.
    5. Mark the box as 'Fragile' and attach our delivery address in a clearly visible location.

    If the bike was damaged on delivery, you must either refuse the delivery or register the damage with the delivery person. In this case, we can make a claim with the delivery company to recoup costs and you will, of course, receive a full refund.

    We will refund the cost of the bike within 7 working days of its arrival in our workshop. This gives us a chance to give it the once over and get the money back in your account.
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