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E-commerce FAQ

GENERAL

I WANT TO BUY THIS PRODUCT, WHAT SHOULD I DO?

Simply choose what quantity and options you want (if available), then click ‘Add to cart’. Click on ‘View Cart’ or ‘Checkout’ to start the checkout process. You will be asked to enter your billing and shipping addresses. You will then be able to view your order summary, pay and place your order.

 

THE PRODUCT I WANT IS OUT OF STOCK, WHAT SHOULD I DO?

You can contact our team to enquire when it will be in stock again. Send us an email with your details and name of the product you’re interested in.

Please note that not all of our products are available to be sent out straight away. Therefore some items will have a lead time displayed at the end of the description.

 

HOW CAN I CALCULATE THE SHIPPING PRICE?

If you would like to find out the cost of shipping a product, you can calculate the accurate cost by going through the checkout process and entering your postcode.

 

CAN YOU DELIVER OUTSIDE THE UK AND IRELAND?

Yes, we deliver items of all sizes internationally. Please contact us for a quote.

 

CAN I PAY BY DEBIT/CREDIT CARDS?

Yes, you can pay with any debit/credit cards via our checkout portal.

 

CAN I PAY BY BACS TRANSFER?

Unfortunately BACS transfers are not available on our e-commerce. You can contact us by phone on 0208 699 1338 if you wish to make a BACS payment.

 

CAN THE DELIVERY ADDRESS BE DIFFERENT FROM THE BILLING ADDRESS?

Yes. On the Checkout page, you can enter both addresses. If the shipping address is identical to the billing address, you can tick the box ‘Same as billing address?’ so your details will be entered automatically.

 

I NEED A VAT INVOICE, WHERE CAN I FIND IT?

Once you have placed your order, you should receive an automatic invoice by email from our e-commerce.

You can find our company details and VAT registration number under ‘Registration’ on our Contact page.

DELIVERY

HOW WE SHIP

We make sure all goods are sent in excellent condition. We wrap and pack the items so they are protected during transport. We include in the package a delivery note summing up your order as well as instructions on how to install the product (if available).

We charge shipping rates based on the size, weight and number of items. We use royal Mail for small goods, APC Overnight (Courier Company) for bigger ones, and KETRA Plc when orders require shipping via pallets.

 

WHEN WE SHIP

We cannot always guarantee that we will send out orders on the day they are received (weekend orders will be processed the following Monday). For this reason, we aim to have your order delivered to you within 2-3 working days but please allow for longer than this. We will send you a confirmation email when your order has been dispatched.

 

INTERNATIONAL DELIVERY

Please contact us for a quote if you would like an item to be delivered outside of the United Kingdom. Our pricing depends on the size and weight of the package.

Please remember that your order may be subject to customs fees and duties when it arrives. Please contact your local customs office to find out more about duties that may be owed on your order, as Cyclehoop Ltd has no control over these fees.
It is a legal requirement for us to disclose the value of packages and we are not able to mark orders as ‘Gifts’ to avoid customs fees. If your order is refused delivery and returned to us we will not refund your shipping costs but can arrange redelivery.

RETURN

GENERAL CONDITIONS

We endeavour to send all items to you in excellent condition and via recorded delivery.
If any item is lost or damaged please inform us within 24 hours.

If you wish to return your item for refund or exchange please contact us within 14 days from reception.

 

HOW TO RETURN AN ITEM

Items must be returned in perfect condition. Once your return is received, and provided the item is in saleable condition, we will send you a confirmation email of receipt of your return and process your refund through Paypal. The money will then be transferred to your Paypal account or debit/credit card.

Please note that unfortunately we do not refund shipping costs.

You, the customer, are responsible for return shipping and the cost that this incurs. We recommend that you obtain proof of postage or send the item with recorded delivery as Cyclehoop Ltd will not be held responsible for missing packages.

 

WHERE TO RETURN AN ITEM

Please send any items back to:

Cyclehoop Ltd
Unit 1, Burnham Way, Kangley Bridge Industrial Estate,
London, SE26 5AG, United Kingdom