Frequently Asked Questions (FAQ)
- 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. Broadribb Cycles 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 UK
- 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
- What are your delivery charges?
- For parts and accessories we offer free delivery on orders over £50.00, and orders under £50.00 have a £5.00 delivery charge. A flat rate delivery charge of £12.00 is applied for orders with heavy/bulky items such as bikes etc. 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. We also operate a free 'Click and Collect' service from our high street stores in Banbury and Bicester. More information relating to this can be found on the 'Click and Collect' page of our website.
- 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.
- 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 or Bicester.
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
- 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.
- 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 01869 321 274.
- 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 01869 321 274 or use the enquiries form on the 'Contact Us' page and we will get back to you as quickly as possible.
- 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 or Bicester 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.
- 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 01869 321 274 or contact the stores directly. More information relating to this can be found on the 'our stores' page of our website.
- 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
- 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 or Bicester. More information relating to this can be found on the 'click and collect' page of our website.
- What is your returns policy?
- More information relating to this can be found on the 'returns and refunds' page of our website.
- 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 01869 321 274.
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:
- Contact us on 01869 321 274 to discuss the issue.
- 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.
- Wait for a response from us.
- 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.
- 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.
- 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:
- https://www.facebook.com/BroadribbCycles
- https://www.facebook.com/broadribbcyclesbanbury
- https://www.facebook.com/broadribbcycles.bicester
- https://twitter.com/BroadribbCycles
- @broadribbsbmx
- 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 Broadribb Cycles news by email'.
- 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.
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?
- Yes. Full details on our Privacy Policy page.
- Are there any jobs vacancies at 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.
- 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.
