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FAQ's

PAYMENT

 

We use PayPal to process all our payments, however you don't need a PayPal account to pay they accept all credit & debit cards and merely act as a payment processor for us.

 

if you have a PayPal account you can also use that.

 

We use them to give you peace of mind that our security levels are the highest possible and your payment data is not held by us.

 

SHIPPING COSTS

 

UK SHIPPING

All items over £9.99 are sent FREE.

Purchases totalling under £9.99 are charged an additional £1.99 shipping fee

 

Please allow 3 -5 working days for standard delivery 

Small Items sent by Royal Mail 48 though we may send valuable & bulky items by courier

 

 

UK NEXT DAY DELIVERY

UK next day delivery means that orders are processed as a priority and shipped by courier for the next working delivery day.

  • If your order is made before 3pm, it will be shipped for the next working day.
  • If your order is made after 3pm it will take 1-2 working days.

If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland, we'll use APC or Royal Mail if the items are heavy. Delivery times may be extended, depending on where exactly you live.

  • All parcels shipped by UK Next Day will have to be signed for at the place of delivery.
  • Next Day refers to the next working day, Bank Holidays will add an extra working day to the estimated delivery lead times. UK next day excludes Saturday, Sunday and Bank Holiday deliveries
  • The UK Next Day delivery option is not available on items not marked as next day delivery or back orders..

 

Germany & Ireland

Order Value 0- £49.99 Shipping Fee £6

Order Value £50+ Shipping FREE

 

European Countries excluding Germany & Ireland

 

Order Value 0 -£99.99 Shipping Fee £6

Order value £100+ Shipping FREE

 

Rest of World

 

Order Value 0 - £249.99 Shipping Fee £10

Order value £250+ Shipping FREE

Bulky items like wheels & bikes may incur a surcharge please contact us for a quote

 

ALL GOODS ARE OFFERED SUBJECT TO AVAILABILITY

Items listed on our website are purely an invitation to order.They do not constitute that the item is in stock.We do not and cannot guarantee that every item on our website is available at time of ordering.If an item is ordered and we do not have stock then we will try to contact you to see if you would like to wait while we obtain more stock,an alternative item or refund,provided a correct email address and telephone number is provided.We reserve the right to withdraw any item without notice. Postage prices are also subject to change.

 

All prices on this website are in UK Pounds Sterling and include VAT, except where indicated.

Prices are subject to change without notice.

All descriptions/pictures/sizes/weights...etc of items available to purchase on our website are given in good faith and are subject to change without notice due to manufacturers constantly upgrading/changing their products.

We aim to keep the website as accurate and up to date as humanly possible. However we will not be held responsible for any errors found herein.

Will I have to pay customs charges in my country?

If your delivery address is outside of the UK or EEC, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note customs policies vary widely from country to country. We recommend you contact your local customs office for further information. International shipments may be subject to cross-border inspections by customs authorities.

 

What is your returns policy?

We have a straight-forward 30 day returns policy, as outlined on our Returns page

In summary you can return any item within 30 days of receipt for a refund of that item or to exchange it for the same item in a different size or colour, as long as you meet the following conditions.
Unless damaged or defective, we accept the return of items only if they are unopened (except in cases where the item has to be tried for fit) and in their original condition. In the case of clothing or other items which have to be tried for fit, any returns must be in their original packaging and with any labels still attached.

 

Please allow 10 working days after  receipt of the goods for the credit to appear on your account.

 

Address for returns is : 

 

Returns 

Vanilla bikes

Unit A24

Big storage

White lund industrial estate

Morecambe

Lancashire

LA3 3PA

 

Please include your order no .

 

 

Warranty claims 

If you have a item that is still under warranty please phone for advice as we may be able to resolve the issue over the phone . I am afraid we can not refund postage costs . 

Some items will have to be returned to the supplier for inspection . It is at the suppliers discretion  to repair or replace the item . 

 

 

What happens if we get the wrong goods? 

If you have been sent the wrong items we will refund your postage for them to be returned to us  and the correct item will be posted on receipt of receiving the returned  item . Any components must be checked to ensure they are not damaged or that they are the correct size before installing as we cannot except returns on used goods unless it is a warranty claim . 

 

We do not refund postage on returned unwanted items.

 

Items are not classed as missing by Royal Mail for 14 days so we are unable to despatch replacement items until after this time.


Bike Build Time is currently 7 - 10 days and will be despatched to you by courier upon completion.

You will just need to turn around your handlebars, fit the saddle, seat post and pedals and the bike will be ready to ride

 

 Gift Cards

To redeem a gift card on your store, customers should:

  1. Visit your store and select the products they would like to purchase;

  2. Go to the Cart page once satisfied with their purchases, review their order and click the Checkoutbutton;

  3. Enter in their billing and shipping information and click Continue to next step;

  4. On the next page, input their gift card code in the text-editable box under Have a gift card? Enter it here:

  5. Click the Apply button. A label will appear above the text box with the masked code and its available balance.

     

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  6. Complete the checkout by taking one of the following actions:

    • If the balance available on the gift card is greater than or equal to the order total, the customer can simply click the Complete my purchase button.

    • If the balance availalbe on the gift card is less than the order total, the customer will be prompted to choose an additional payment method to cover the difference.

  7. The balance remaining on the gift card is displayed on the order confirmation page. 

Discount Codes
Should you forget to apply the discount code in your basket we will not add discounts retrospectively.
Items which have been purchased in part or full with a promotional voucher will not be accepted for refund or exchange.
Only one discount code can be used per puchase
Newletter sign up voucher 
Only one promotional voucher allowed per person or household  . Multiple sign ups will result in orders being cancelled . 
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