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FAQ's

PAYMENT

 We offer 2 payment options

Choose the checkout button and our payment gateway will process your payment.

Choose the PayPal button and use your PayPal account to pay for your order.

 

SHIPPING COSTS

UK SHIPPING

FREE DELIVERY ON ALL ORDERS OVER £15

All items over £15 are sent  FREE.

Purchases totalling under £15 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 APC for uk deliveries and DHL , TNT for overseas. We suggest that someone is available to sign or you get delivered to a works address as the couriers depot may not be local . WE ARE UNABLE TO LEAVE ORDER SAFE WITHOUT EMAIL PERMISSIONS.

 

We are unable to ship to PO box numbers. 

 

Overseas Deliveries 

It is a legal requirement that we declare the full value of the goods on all international packages, your order may be subject to import duties and taxes once your shipment reaches your country. 

We are unable to send food items outside the UK

Bulky items like wheels & bikes, turbo trainers, groupsets may incur a surcharge please contact us for a quote

 

Germany & Ireland

Order Value 0- £49.99 Shipping Fee £6

Order Value £50+ Shipping FREE

Bulky items like wheels & bikes, turbo trainers, groupsets may incur a surcharge please contact us for a quote

European Countries excluding Germany & Ireland

 Order Value 0 -£99.99 Shipping Fee £6

Order value £100+ Shipping  FREE

Bulky items like wheels & bikes, turbo trainers, groupsets may incur a surcharge please contact us for a quote

 

Rest of World

 Order Value 0 - £249.99 Shipping Fee £10

Order value £250+ Shipping  FREE

Bulky items like wheels & bikes, turbo trainers, groupsets 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.

Imagery and product descriptions 

We aim to keep all images and product information  up to date . We do have to rely on the manufacturers and suppliers to provide the correct information to vanilla bikes .Occasionally products do change without notification to ourselves . 

 

Pre-order items 

We do have products that are available to purchase on a pre-order . Theses dates are provided off the supplier and can sometimes 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 purchase 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 a saleable 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.  We are  entitled to refuse any return item or refund a lesser value  if a item is not returned back in a new condition .

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

9-11 New Street
Carnforth
Lancashire
LA5 9BU

 

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 or email . 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 . Goods must be returned in a clean condition or they my be rejected.

What happens if we get the wrong goods? 

If you have been sent the wrong items we will email you a postage label 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.

 

I haven't received my order ?

Please email us within 30 days of dispatch date so that it can be investigated . Sorry but we cannot offer any replacements or refund unless notified within the 30 days .   

We are unable to send a replacement order  if a incorrect shipping address has been supplied .

Items are not classed as missing by Royal Mail for 15 days so we are unable to despatch replacement items until after this time.


Bike Build Time is currently 7 - 10 days and will be dispatched 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

Hand built wheels 4-7 days  

 

 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.

     

    #

     

  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 purchase.
  • So use the code that gives you the biggest saving
  • Not to be used with any cashback or affiliate sites.
 
Newletter sign up voucher 
Only one promotional voucher allowed per person or household  . Multiple sign ups will result in orders being cancelled. 
You cannot combine a newsletter sign up code with another discount code. use the code that gives you the biggest saving
If you have previously ordered off us the voucher will not be issued. it only applies to first time customers, signing up for the newsletter.
£5 off first order

when you spend £50 or more by signing up to our newsletter: