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Here we’ve listed some useful info in the form of frequently asked questions. Remember if you can’t find everything you need in here (or in our terms and conditions or privacy policy) then please let us know by sending an email to support@bikegoo.co.uk or call 01892 668800.

How much does delivery cost?

If your order is under £10 and you want it delivering to an address in the UK, the postage fee is £1.99. If you spend between £10 and £19.99 the postage fee is £0.99. If you spend £20 or over the postage is completely free. We send all items by Royal Mail 1st Class post or 48 hour courier services. Postage to Europe is £4.99 for any order value using Royal Mail Airmail or Royal Mail International Tracked and Signed for services.

How do I get in touch with Bikegoo?

The best way to get hold of us is via phone or email.

Email: support@bikegoo.co.uk
Phone: 01892 668800

We’re available between 9am and 5pm Monday, Tuesday, Thursday and Friday and 9.00am-1.00pm on Saturday. Please note that we are closed on Wednesday and Sunday and no phone support is available on these days (although we do have an answerphone and if you would like to leave a message we'll pick it up the following day). We check emails at various times throughout the day, every day. If would like to send a letter to us our postal address is listed below.

Customer Enquiries
Bikegoo Ltd
Unit 1 Lexden Lodge Industrial Estate
Crowborough Hill
East Sussex

What do the stock messages like "Item In Stock" and "Usually Available In 2-3 days" actually mean?

"In stock" means the item is sitting on a shelf in our warehouse and can be picked, packed and despatched straight away. "Available in 2-3 days" means we don't have the item here, it is in stock at our suppliers and we can normally get hold of it within 2-3 days. As soon as you place an order for one of these items we will place an order for it with our suppliers and it will normally arrive with us in 2-3 days. If it is likely to take any longer than this we will contact you ASAP. Once we receive your item(s) we will send it out to you the same day as it arrives. 

How long will my order take to arrive?

All orders are sent out using Royal Mail First Class post or by 48 hour courier services. In nearly all cases if you place your order by 2.00pm your ordered items will be sent out to you the same day. We send out orders every week day including Wednesday (when the workshop is closed). If you place your order over the weekend it will be despatched on Monday. Normally, you will receive your items 1-2 days after they have been sent but if Royal Mail are delayed for any reason it may take a few days longer. If there are any problems with sending your item(s) or if there may be any delays with us fulfilling your order, we will contact you as quickly as possible. European orders will normally take 3-7 days to arrive with customers. Again if there are any delays caused by Royal Mail or the postal services in your country this may add a few days on to the delivery date.

Bike frames: Please note that orders for Yeti bike frames normally take 2 - 3 days to process so please allow additional time for delivery of these items.

How can I trust you to provide a good service?

We've been doing this for several years now and we've got pretty good at it. But don't take our word for it, its probably best if we show you a few comments from our existing customers...

" ...thank you! Great service, delivered quickly, great communication. All the best. (I will be shopping again soon @ bikegoo)" - Shaun

" Everything arrived safe and sound. Just wanted to particularly commend you guys on your care to packaging to make sure nothing gets damaged – really shows you guys care about the customer! Thanks for your help." - Arvind

"...Been after one of these for years,very very happy,cheers" - David

"...Fantastic product! at a great price & Quick Delivery!..." - Chris

We're a small but focussed company which means the service you receive from us will be second to none. We take great care with every single item we send out. We're really proud of our reputation and feel that gives us a significant edge over many other online companies out there.

Can I collect my items from your workshop?

Please get contact us if you wish to do this. We are happy for you to collect your online orders from our workshop but this must be arranged prior to your order being placed.

I don't live in the UK, can I still buy stuff from Bikegoo?

We can send some of our items to customers throughout the world but there will be a higher postage cost. At present we offer European postage for £4.99. If you live outside Europe please contact us and we'll get back to you with shipping options and costs.

I’m worried about internet security. Can you reassure me that my personal and credit card details will be secure?

We use some of the best internet security to stop unruly people getting your details. For more details please view our privacy policy.

Do you take orders over the phone?

Yes we do. If you want to place an order over the phone please call 01892 668800 with details of your order and please remember to have your credit card or debit card handy so we can start to process your order whilst you are still on the phone.

What payment methods do you accept?

We accept… Visa Visa Debit Visa Electron Mastercard Maestro We do not presently accept: American Express, Diners Club International or JCB cards. We do not accept cheque payments.

I just received my order but I don’t want it anymore / it’s the wrong size / it’s the wrong colour. What can I do?

You can return your item provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us (i.e. packaging unopened). Once you've informed us that you wish to return goods, you have 28 calendar days to do so, at your own expense. Once the item is received at bikegoo, we'll issue a full refund for the product to your original payment method.

I just received my order and its faulty/broken. What should I do?

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. If any items have been damaged in transit, we ask that you report it to us within 7 working days. If the items have been delivered via a courier and are visibly damaged on receipt, it's best to sign the delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

I placed my order a while ago and I haven’t received it. What should I do?

Get in touch with us. We’ll try and track down exactly what has happened to it and sort out a resolution to the problem as quickly as possible.

I know what I want but don’t know what size or which type is right for my bike. I’m confused! Can you help?

YES! We’ve got loads of experience of working with bikes and we have a Cytech qualified mechanic here who can offer the best possible assistance with bike maintenance queries. So send us an email or give us a ring and we’d be happy to help find the solution to your questions.