Delivery Information

All of our bicycles will be shipped — free of charge — on a 24 hour service with DX as standard. We also have a range of flexible delivery options available so your bicycle delivery can be as quick and convenient as possible.

Next day delivery: Free

Next day pre-noon: £9.99

Next day pre-9.30am: £39.99

Saturday: £39.99

Delivery is free to most areas of the UK but some off-shore locations and areas of Scotland and the Highlands may incur a surcharge of £39.99. Please check the shipping cost before checking out, these areas may also have an extended lead time.

If you are unable to accept delivery of your bicycle on the day specified then please let us know as soon as possible so that we can arrange delivery for a different day, or request for the item to be left in a safe place.

Please note: you will be provided with an estimated delivery date at checkout, however this is only an estimate and you will receive a confirmation email the afternoon that the bicycle is shipped.

We know when you order online, you're eager to receive your parcel as soon as possible. That's why we'll despatch your items the same working day, providing you order before 2pm. There are a few exceptions to this: for example, products (including bikes) which require assembly, and products which are located in our stores or other warehouses will not be shipped on the same day.

We'll make sure this is clear to you when you add your items to the basket, and you will be able to see an accurate delivery estimate in the checkout. If you're unsure, you can always get in touch by calling 0330 555 0080 or emailing enquiries@rutlandcycling.com.

To offer you the most competitive prices we unfortunately have to charge a surcharge for orders leaving the UK Mainland or in remote areas. These charges are passed from our courier, and [where applicable] will be confirmed in the checkout process after you have entered your address details, but before completing payment.

Firstly, please check to see if you have received an email from us, telling you your order has been sent. If you haven't received any emails confirming your order, then email us or give us a call on 0330 555 0080 and one of our customer service team will be able to help.

In the unlikely event that you've not had your item(s) delivered in the timeframe that was provided, please get in touch by calling 0330 555 0080 or emailing enquiries@rutlandcycling.com. Make sure you've got your order reference number to hand (you'll find this in your order confirmation email).

If your items are damaged in transit, please contact us as soon as you have received them. If the packaging is visibly damaged then please do not sign for the goods. We can't be held responsible for damaged caused by the courier after a package has been signed for. If you do not have the opportunity to inspect the delivery. You must inform us via email of any such problems within 7 working days.

Please note: if you have instructed the courier to leave your package on your doorstep or in another insecure place, we cannot claim for missing items or damage to your package. We therefore strongly recommend that you ask the courier to leave your package with a trusted neighbour, or collect it from a local delivery depot.

Within the United Kingdom, off-shore and remote locations will incur a delivery charge of £44.99 for bicycles and bulky items.

Thanks to an industry-leading Predict service, we are able to provide our customers with a one hour delivery window. DPD Local will notify you by SMS and email so you won't have to wait around all day wondering what time your delivery will be with you. You'll even be able to watch the progress of your delivery on a real-time map, all the way down to a final 15 minute time slot.

Furthermore, if you find yourself quite busy on the day of delivery DPD Local will provide you rescheduling options both the night before and on the day, meaning you'll be able to reschedule or change your delivery by; selecting an alternative delivery date, opting to delivery to a nominated neighbour, leaving the parcel in a safe place, collecting your parcel from your local DPD Local depot or upgrade to delivery before 12.

We offer a guaranteed Saturday Delivery service, for all orders. To choose this, select "Saturday delivery" from our courier options in the shopping cart or later on in checkout. Saturday delivery will be on the closest Saturday from day of despatch.

When placing your order you will be able to choose CollectPlus as a delivery option on the Delivery Options page before you get to the Payment page of checkout.

Ordering

Unfortunately some items can't be sent to a CollectPlus collection point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method.

CollectPlus has over 5,500 stores throughout the UK and Northern Ireland. These could be your local Co-Op McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.

During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest collection point. Alternatively the CollectPlus website offers a postcode or location search. Opening times will be displayed as you make your selection.

Collection

Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from CollectPlus via email and or SMS once your parcel is available for collection. This will include your unique collection code. Your item(s) will normally arrive at the collection point within 2 working days of your order being processed. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given.

Please take your CollectPlus collection code and proof of ID with you when you go to the collection point to collect your parcel.

• Driving licence
• Utility bill
• Mobile phone bill
• Wage slip
• Bank statement
• Cheque guarantee/credit/debit card
• Bank/building society book
• Passport
• Cheque book

If you have lost the collection code sent to you by CollectPlus via email or SMS then please contact us to arrange for a new collection code to be issued, as you cannot collect your parcel without it.

Your parcel will be held at by CollectPlus at their collection point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection point if you haven't already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

If any issues arise

If you haven't received an email or SMS from CollectPlus with your collection code and the parcel's estimated date of arrival has passed, then please contact us as our Customer Service team will be able to help you.

It is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.

If some items are in stock and some are not, then your in-stock items will be processed as usual for collection at your nominated CollectPlus collection point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.

If your parcel isn't available at your Collect+ point when you go in to collect it, please contact us and we will look into it.

Collect+ provides a tracking service which allows you to see where you parcel is. Collect+ will also provide SMS updates if a mobile number has been provided.

Returns

If you wish to cancel your order but it has already been processed, then please do not collect the parcel from the CollectPlus collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

If, when you pick up your parcel, you decide that you don't want all or part of the order, or an incorrect item has been sent, please follow our normal returns process