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Frequently Asked Questions (FAQ) and Terms & Conditions

Most Popular Questions

Ordering

How do I place an order?

Browse our online store, find a product you want to buy and click the 'Add to basket' button. On products with size options ensure you click 'add to basket' for the correct size - these will be displayed underneath the product photo.

You can continue to shop for other products and add more to your basket, or if that's enough, click the shopping trolley icon at the top of the page.

You will now see a summary of what you have ordered - check that everything is correct and click the 'Checkout' button. This takes you to a second summary page where you can select to 'Click and Collect' from one of our stores, select a UK delivery zone dependent on where you are in the UK, or choose your non-UK delivery country. (If you are unsure which to select please press the 'Delivery locations explained button' for guidance.) Press the 'Checkout' button.

The next step is to complete your billing and delivery details. Fill in all of the requested details, add any special comments or instructions into the box at the bottom, accept the terms and conditions, and then press 'Place Order'.

Now you need to fill in your payment details - simply press the 'Click here to pay' button in the white Sage Pay box. On the next page check that your details are correct and press the 'Next' button. A new page will appear that offers our payment options - we accept your debit/credit cards and Paypal. Select whichever method of payment you prefer and follow through the instructions.

Once you have completed payment you will be directed back to our website where you will see a transaction code and order number. Your order has been made and you will receive a confirmation email.

How do I remove a product from my basket or change the quantity?

Click the shopping trolley 'icon' button at the top of the page and your basket summary will appear. The quantity can be adjusted with these buttons:

  • Increase quantity by one
  • Decrease quantity by one
  • Delete item

Quantities can also be adjusted on the 'Shopping Basket' page before you complete your billing and delivery details and checkout.

How do I amend or cancel my order?

Once your order has been submitted you are unable to amend or cancel it on the website, but you can contact our customer services team who will be happy to help you. The best way to contact us is to call on 01926 435350 or to use the enquiry form on our 'Contact Us' page. Please make sure that you have your order number to hand so we can help you as quickly and easily as possible.

Contact us

I have placed an order but didn't complete the payment, how do I pay?

We know that this can happen when you shop online so we have made it easy to sort out. As soon as you click the 'Place order' button we send you a confirmation email, even before you have got to the payment stage of our website. In this email you will find a link that leads back to our website and your order.

At the top of the page you will see a row of links, click on 'My Orders' You then need to select the order you want to pay for and click 'View Order' This brings you back to the payment page where you can continue through the checkout by clicking the 'Pay Now' button.

The product I have ordered is out of stock, what are my options?

In the rare event that we are unable to supply you with the product you ordered, we will contact you by phone or by email. Our customer services team will firstly inform you of the date the product is next available and give you the option to put the product on backorder. The second option will be to select an alternative product; our team is knowledgeable and will be able to suggest some popular and suitable products. The final option is of course to cancel your order.

Payments

What type of payments do you accept?

We accept payment with credit cards, debit cards and PayPal. All of our payments are processed through a secure checkout company called SagePay. Discount Cycles Direct will never see your bank or credit card details when you pay online. Our SagePay merchant name is 'Broadribb Ltd' and this is what will appear on your transaction history.

I have placed an order but didn't complete the payment, how do I pay?

We know that this can happen when you shop online so we've made it easy to sort out. As soon as you click the 'Place order' button we send you a confirmation email, even before you have got to the payment stage of our website. In this email you will find a link that leads back to our website and your order.

At the top of the page you will see a row of links, click on 'My Orders' You then need to select the order you want to pay for and click 'View Order' This brings you back to the payment page where you can continue through the checkout by clicking the 'Pay Now' button.

Do your prices include tax?

VAT at the current rate applies to all orders dispatched for delivery within the EU. International orders may be subject to import duties and/or local taxes which are the responsibility of the buyer.

Delivery

When will my order be dispatched?

If the product is in stock we aim to send it out within 24 hours. We try our hardest to keep most products in stock so that they can be sent out straight away. If the product that you have ordered is out of stock we will order it from the supplier and ship it as soon as it arrives. If the product is not due in stock within 3 days of placing your order you will be contacted by email to advise you of this delay.

How long will it take for my order to arrive?

All purchases are dispatched by post or courier and will normally be delivered to you within 48 hours of dispatch. When your order is dispatched we will advise by email. The delivery services that we use are:

  • Smaller orders: Royal Mail 1st Class Recorded
  • Bikes & heavy/bulk items: Parcel Force 48 hour

Parcel Force 48 hour delivery is Monday to Friday service and you will receive a tracking number so that you can check up on the status from home.

I am an international customer, how long will it take for my order to arrive?

We treat our international orders exactly the same as our UK ones, but due to booking an international delivery they are collected by our courier company a day later. The service we use depends on where you are based and on the size of the product, but generally we expect international orders to be delivered 5-7 working days. More information relating to this can be found on the 'delivery' page of this website.

Delivery

What are your delivery charges?

We offer free delivery on orders over £35.00, and orders under £35.00 have a £3.50 delivery charge. This is applicable to most UK mainland addresses, however some exclusions apply dependent on your location. More information relating to this can be found on the 'delivery' page of this website.

Delivery

We also operate a free 'Click and Collect' service from our high street stores in Banbury, Bicester and Leamington Spa. More information relating to this can be found on the 'Click and Collect' page of our website.

Click and Collect

Will my bike arrive fully built and ready to ride?

Bicycles sold through our website are sent semi-assembled in manufacturers packaging, and need to be built when they arrive. This helps to keep our prices low and ensures that the products arrive safely and in first class condition.

You can find more information on what work is required to assemble the bike on the 'bike builds' page of this website.

Bike Builds

I want to buy a bike from you fully built, is this possible?

It is possible to collect a bike fully assembled from our stores in Banbury, Bicester or Leamington Spa.

We are not able to send built bikes in the post.

You can do this by using the 'Click and Collect' service on the website or going into the store directly and deal with the in store teams. If you want to buy one of the bikes listed on our website fully built and ready to ride, a build charges applies dependent on whether it is discounted or not:

  • Any full price bike - No build charge
  • Discounted bike under £1000.00 - £30.00 build charge
  • Discounted bike over £1000.00 - £50.00 build charge

If by adding the build charge onto the price of the bike it is taken above the full price, we simply charge the full price. Bikes collected fully assembled from our stores include:

  • Assembly by our experienced mechanics
  • 6 week safety checkover
  • 20% off any future labour charges, including servicing
  • Free safety checks for 5 years between January and March.

Advice

I don't know what size bike I need, can you help me choose?

The adult bike sections on our website have a 'Rider Height' filter to help you find the right bike in the right size. Select your height, click 'Go' and we will hide all of the bikes that won't fit you.

We have been selling bikes in our stores since 1919, so we use a combination of our experience and the bike companies' advice. Whilst we make every effort to ensure that this information is correct, it is only advice and we cannot be held responsible for the cost of returning a bike if the size recommended for your height turns out to be incorrect. It's important to remember that everyone is different and we strongly recommend trying a bike for size where possible.

If you are still unsure about what size bike before and would like more personalised advice, please call our sales team on 01926 435350.

I need advice on which bike to choose on your website, can you help?

All of our customer services team are keen cyclists and offer advice to our customers all day, every day so will be more than happy to help.

We like to make sure you are given the correct information and most helpful advice, so if we don't know the answer to a question then we can contact our colleagues in our high street stores, the sales reps, suppliers or even the manufacturers. Either call us on 01926 435350 or use the enquiries form on the 'Contact Us' page and we will get back to you as quickly as possible.

Contact us

Do I need to maintain by bike?

Yes, it's important to regularly check and maintain your bike so that it continues to work properly. We recommend checking over your bike before every ride in the first 6 weeks of ownership, and regularly afterwards. Bikes are made up of moving parts and the bolts holding it together can vibrate loose from cycling, your brake/gear cables can stretch and your tyres will gradually lose pressure over time.

Regularly maintaining your bike will not only ensure it works when you need it, but will also prolongs the life of your bike. If you are local to our stores in Banbury, Bicester or Leamington Spa you are welcome to bring it in for a service, where you can take advantage of a specially discounted price for buying it through us. If you live a bit further afield we recommend taking it into a local independent bike shop that will be able to give you the attention to detail you need.

Our Stores

Do you keep the same products on your website in stock in your stores?

We try our hardest to keep the best sellers and best deals in all of our stores but we are restricted by space so this isn't always possible. If you want to check availability of a product at our stores, please either call us on 01926 435350 or contact the stores directly. More information relating to this can be found on the 'our stores' page of our website.

Our stores

Are the products in your stores the same prices as on your website?

All clothing, parts and accessories are available at exactly the same prices as on our website, simply let a member of staff know that it's priced differently on our website and they will adjust the price at the till. You can also take advantage of our online pricing by using the 'Click and Collect' option on the website.

Bikes are available at the same prices in store if they are collected boxed, semi assembled in manufacturers packaging - this is exactly the same condition as they are sent out in. If you want to buy one of the bikes listed on our website fully built and ready to ride, a build charge may apply dependent on whether it is discounted or not:

  • Any full price bike - No build charge
  • Discounted bike under £1000.00 - £30.00 build charge
  • Discounted bike over £1000.00 - £50.00 build charge

If by adding the build charge onto the price of the bike it is taken above the full price, we simply charge the full price.

More information relating to this can be found on the 'bike builds' page of our website.

Bike Builds

Can I buy online and collect from your stores?

We have launched a new 'Click and Collect' service, allowing you to buy from our online store and collect from stores in Banbury, Bicester or Leamington Spa. More information relating to this can be found on the 'click and collect' page of our website.

Click and Collect

I want to buy a bike from you fully built, is this possible?

It is possible to collect a bike fully assembled from our stores in Banbury, Bicester or Leamington Spa. We are not able to send built bikes in the post.

You can do this by using the 'Click and Collect' service on the website or going into the store directly and deal with the in store teams. If you want to buy one of the bikes listed on our website fully built and ready to ride, a build charges applies dependent on whether it is discounted or not:

  • Any full price bike - No build charge
  • Discounted bike under £1000.00 - £30.00 build charge
  • Discounted bike over £1000.00 - £50.00 build charge

If by adding the build charge onto the price of the bike it is taken above the full price, we simply charge the full price. Bikes collected fully assembled from our stores include:

  • Assembly by our experienced mechanics
  • 6 week safety checkover
  • 20% off any future labour charges, including servicing
  • Free safety checks for 5 years between January and March.

Returns & Warranty

What is your returns policy?

More information relating to this can be found on the 'returns and refunds' page of our website.

Returns and Refunds

Am I still covered by warranty if I buy from you online?

Warranty for products is exactly the same as if you have bought it from one of our stores. The length of warranty cover offered differs from product to product, but generally it is for 1 year against manufacturers defects. If you would like to check the warranty period of a product before buying it please call us on 01926 435350.

We must stress that warranty only covers manufacturing defects and the product will not be covered if the problem has arisen from:

  • Crashing or abuse
  • Wear and tear
  • Lack of maintenance
  • Incorrect assembly

How do I make a warranty claim?

The procedure to follow for warranty returns is:

  1. Contact us on 01926 435350 to discuss the issue.
  2. Email us a copy of your proof of purchase and good quality photos of the problem. We also require overview photos of the product so that we can check its condition. You can find our email address on the 'Contact Us' page here.
  3. Wait for a response from us.

Contact us

We will forward all of this information to the UK supplier of the product. They have dedicated warranty departments who let us know if the claim is successful. If a claim is successful the supplier will send a replacement or if the product is no longer available, a suitable alternative.

In some cases they require the product to be returned to them for closer inspection. In this instance you need to send the product back to us (or in some cases straight to the supplier). We will advise you of this by phone or email.

We are unable to cover the postage costs for warranty claims. We recommend using 'Royal Mail Recorded' as it's a reliable and well-priced service.

Cycle To Work Scheme & Finance

Do you sell bikes through the Cycle To Work scheme?

If your company is part of a cycle to work scheme you could be eligible to save either 32% or 42% on bikes, parts and accessories. We are signed up to various cycle to work schemes, including Cyclescheme, CyclePlus, Bikes for the NHS and Bike2Work Scheme. Please note, we do not accept Halfords cycle to work scheme vouchers.

More information relating to this can be found on the 'Cycle To Work' page of our website.

Cycle To Work Scheme

Can I buy a bike or other products from you on finance?

We offer finance on any bikes, parts, accessories and clothing through V12 Retail Finance. More information relating to this can be found on the 'finance' page of this website.

Finance

Mailing List & Social Media

Can I follow you on social media?

We have a few different social media accounts, some are updated more than others but we try to keep them relevant and spam free - nobody wants to see the same information repeated again and again! You can find us on the following:

Facebook:

Twitter:

Instagram:

  • @broadribbsbmx

Please note, this is our BMX specific Instagram page and is aimed at our BMX customer base.

Do you have a mailing list?

We occasionally send out emails containing our latest/best deals if you have opted to receive them. If you would like to be added onto our mailing list, you can do this by registering on the 'My Account' page of our website and selecting the option 'I would like to receive Discount Cycles Direct news by email'.

Other

Do you price match other stores?

We don't have a 'no questions asked' price policy and we take each price match request on a case-by-case basis. If you have seen a product that we sell cheaper elsewhere and would like to see if we can match it, please contact us using the enquiry form on the 'Contact Us' page.

Contact us

For us to consider a price match, the exact same product must be in stock in the requested size/colour and verifiable on our competitor's website. We also need you to provide us with:

  • Full product name, year and size/colour where applicable
  • The link to the product on our competitors website

I have seen a product on your website that I think might be priced too cheap and is a mistake, will my order be completed?

We try our hardest to offer the lowest prices we can, but if a price seems too good to be true it probably is. An example of this would be a £1000.00 bike advertised for £100.00.

Whilst we try our hardest not to, we can make simple mistakes relating to the price of the products. While we make every effort to ensure the prices displayed on the website are correct, they are not guaranteed to be accurate. Prices quoted on the website were correct at time of publishing, however are subject to change. In circumstances where prices differ to those displayed, one of our sales staff will inform you before dispatching the order. You will have the option of continuing with the order or cancelling it.

I have seen a product on your website and the specification is different to what I have seen advertised your competitors website, will this be supplied?

Unless it is specifically stated that we have upgraded or changed a part of the bike, or any other product, it's likely that we have made a mistake when listing the product An example of this would be a current range bike with a much better level of gear componentry or suspension fork in the product specification.

Whilst we have taken all reasonable care to ensure that the information contained within these pages is accurate and current, we do not accept any liability for errors, omissions or changes to product specifications. We reserve the right to add, amend or delete information from this site at any time. You are advised to contact us for verification should you wish to rely on any information.

Do you have a privacy policy?

Discount Cycles Direct, does not disclose buyers' information to third parties. When you order from us or make an enquiry, we will require your name, address, e-mail address, phone number and other similar information to enable us to process your request, notify you of acceptance of orders and deliver the goods ordered.

We may, unless you tell us not to, pass this information to our couriers or other agents in case they need to contact you to arrange the processing or delivery of your order.

As part of our efforts to ensure that you are aware of the latest developments and offers, we would like to use this information to advise you of new products, special offers or changes to our site. If you would like to receive this information, please indicate your preference when placing your order. You may unsubscribe at any time - just click the “unsubscribe” link at the foot of any email newsletter that you receive from us.

Data collected by this site is used to:

  1. Take and fulfil customer orders
  2. Administer and enhance the site and service
  3. Only disclose information to third-parties for goods delivery purposes

We are committed to protecting your privacy and we comply with the Data Protection laws applicable to business in the UK. We do not disclose our customer's personal information to third parties. We do not send unsolicited e-mail's to our customers or potential customers. We only use the information we collect about you to process orders and to provide a more personalised shopping experience. We continually monitor web statistics including site usage and search engine patterns to help us develop the design and layout of our web site. This in no way affects our customer's privacy.

Does your website use cookies?

Session Cookies

This web site sets "Session" cookies, essential for the operation of the web site which are used to 'remember' user specific information only during the time that a user is using the web site. These cookies are deleted when the session expires - a short time after you completely close all browser windows. No personally identifiable information is stored once the browser has closed and the session has expired.

Google

Google Analytics and other Google Products uses cookies to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site and to help serve relevant on-line advertisements. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.

For more information on the use of Google cookies visit www.google.com/policies.

AddThis

We allow visitors to our website to bookmark and share content via a number of bookmarking and social media sites like Facebook, LinkedIn and Twitter through a service called AddThis. Visitors can choose to use this service and, when this is used, AddThis sets cookies in the visitors' web browser.

For more details visit the AddThis support page at www.addthis.com/privacy.

Are there any jobs vacancies at Discount Cycles Direct Broadribb Cycles?

We're always looking for good staff for either the online team, or at our high street stores. More information relating to this can be found on the 'careers' page of our website.

Careers

Can you recycle my old electrical item as part of WEEE?

Yes, if you're buying a new electrical item from us we will recycle your old one for free on a like for like basis.


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