Support : Evans Cycles

Delivery & Collection

Delivery Methods

Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.

Please refer to the checkout for the most up to date information on delivery options.

Delivery Option	Order Before	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 Days	4.99
Store Delivery* (Smaller Items)	23:59	3 to 7 Days	4.99
Store Delivery* (Larger Items)	23:59	3 to 7 Days	19.99
Express Delivery - 48 Hours	21:00	48 Hours	7.99
Next Day Delivery by Evri	21:00	Next Day	9.99
Oversized Delivery	23:59	3 to 14 Days	19.99
Next Day Bulk Delivery	14:00	Next Day	39.99

Bank and Public Holidays are not included.

Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.

Spend £100 (excluding delivery) and receive a £5 voucher to spend in-store when you choose Store Delivery.
*Terms Apply

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Rest of the World Delivery Costs

Below is a list of countries that we currently deliver to, both european and the rest of the world, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.

Delivery will take between 3 - 21 Days, Public and Bank Holidays are excluded.

Please note: We may not be able to ship some items outside of the UK due to restrictions, please refer back to the product page and press deliveries to see what options are available. If the product lists international as an option you should be able to the below countries.

Europe

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

Rest of the World

Country	Cost from (GBP)	Country	Cost from (GBP)
Algeria	21.66	American Somoa	21.66
Antigua & Barbuda	21.66	Argentina	21.66
Armenia	21.66	Aruba	21.66
Australia	13.00	Azerbaijan	21.66
Bahrain	17.49	Bangladesh	21.66
Barbados	21.66	Benin	21.66
Bermuda	21.66	Bhutan	21.66
Bolivia	21.66	Botswana	21.66
Brazil	21.66	Brunei	17.49
Burkina Faso	21.66	Cambodia	21.66
Cameroon	21.66	Canada	14.99
Cape Verde	21.66	Cayman Islands	21.66
Chad	21.66	Chile	21.66
China	21.66	Colombia	21.66
Congo (Democratic)	21.66	Congo (Republic)	21.66
Costa Rica	21.66	Djibouti	21.66
Dominica	21.66	Dominican Republic	21.66
Ecudaor	21.66	Egypt	21.66
El Salvador	21.66	Equatorial Guinea	21.66
Ethiopia	21.66	Falkland Islands	21.99
Fiji	21.66	French Guina	21.66
Gabon	21.66	Georgia	21.66
Ghana	21.66	Greenland	11.66
Grenada	21.66	Guadaloupe	21.66
Guatemala	21.66	Guinea	21.66
Guinea-Bissau	21.66	Guyana	21.66
Haiti	21.66	Honduras	21.66
Hong Kong	15.83	Iceland	11.66
India	15.83	Indonesia	15.83
Israel	21.66	Jamaica	21.66
Japan	15.83	Jordan	17.49
Kazahkstan	21.66	Kenya	21.66
Kiribati	21.66	Korea (South)	15.83
Kuwait	17.49	Kyrgyzstan	21.66
Lebanon	21.66	Lesotho	21.66
Madagascar	21.66	Malawi	21.66
Malaysia	15.83	Maldives	21.66
Marshall Islands	21.66	Martinique	21.66
Mauritania	21.66	Maurtius	21.66
Mayotte	21.66	Mexico	14.99
Micronesia (FSO)	21.66	Mongolia	21.66
Morocco	21.66	Mozambique	21.66
Myanmar Burma	21.66	Nauru	21.66
Nepal	21.66	New Zealand	12.55
Nicaragua	21.66	Niger	21.66
Nigeria	21.66	North Macedonia	21.66
Oman	17.49	Pakistan	21.66
Palau	21.66	Panama	21.66
Papua New Guinea	21.66	Paraguay	21.66
Peru	21.66	Philippines	15.83
Puerto Rico	21.66	Qatar	17.49
Reunion	17.49	Saint Kitts & Nevis	21.66
Rwanda	21.66	Saint Vincent	21.66
Saint Lucia	21.66	Sao Tome & Principe	21.66
Samoa	21.66	Senegal	21.66
Saudi Arabia	17.49	Singapore	15.83
Solomon Islands	21.66	South Africa	17.49
Sri Lanka	21.66	Suriname	21.66
Taiwan	15.83	Tajikistan	21.66
Tanzania	21.66	Thailand	15.83
The Bahamas	21.66	The Gambia	21.66
Togo	21.66	Tonga	21.66
Trinidad & Tobago	21.66	Tunisia	21.66
Tuvalu	21.66	Uganda	21.66
United Arab Emirates	15.83	United States	8.33
Uruguay	21.66	Uzbekistan	21.66
Vanuatu	21.66	Venezuela	21.66
Vietnam	15.83	Zambia	21.66
Zimbabwe	21.66

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Click and Collect

You can have your order delivered to one of our participating stores/branches within the UK.

Click and Collect orders take between 3 - 7 days to be delivered to store, you'll see your estimated delivery date on the emails we send to you. Once your order has arrived at your chosen store, we'll let you know your order is ready for collection by sending you a 'Collection ready' email.

You will need to take this email along with your order number and a valid ID to store with you as it contains your unique delivery code which is required for collecting your bike or parcel. (You will need all 3 to collect your order)

Acceptable forms of ID are:

Cheque Guarantee / Credit / Debit Card
Bank / Building Society Book
Valid Passport
Cheque Book
Drivers Licence
Utility Bill

For under 18s:

National Insurance Card
Medical Card
Savings Book

We will send you three reminders via email to collect your parcel. However, if your parcels is not collected within 10 days it will be returned to the warehouse, a refund will be processed to your original payment method within 14 days of your parcel being received by the warehouse.

Please note: that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

Your parcel can only be collected within your chosen stores opening hours.

Unfortunately, we are unable to return orders bought online in store, including Click & Collect orders.

Click and Collect Cost

Parts, Clothing and Accessories: £4.99
Bikes and oversized items: £19.99

If you order both a bike and accessories in the same order the £19.99 cost will apply.

You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.

Currently, we do not offer Next Day delivery on Click and Collect orders.

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Delivery FAQs
Delivery FAQs
Where is my order?
1 - Check your estimated delivery date
You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).
Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods.
2 – My order is shipped, but I haven’t had it yet
You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:
- In your emails we send to you confirming your order is shipped.
- In your order history, in My Account by clicking Track Your Order
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

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Tracking delivery
You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:
- In your emails we send to you confirming your order is shipped.
- In your order history, in My Account by clicking Track Your Order
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.

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Why is my order late?
We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as:
- During busy periods - when a sudden high volume of products needs to be shipped.
- Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
- Bad weather – when it may be more difficult for products to be shipped around the country.
We will keep you informed by email on the progress of your order.

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Can I track my delivery overseas?

We make it easy for you to track your delivery no matter where it is. Once your order has been processed by us, you should receive an email informing you of your tracking reference.
Please use that tracking reference to keep tabs on the progress of your delivery.
Our international couriers deliver Monday to Friday.

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Order confirmation

Once you've placed your order we will send you an 'order confirmation' email, detailing what you bought, cost and delivery option.
We will also send you emails to keep you updated as your order progresses. This included letting you know when the order has been processed, shipped. The tracking information can also be found in your order history.
If a replacement has been ordered then you will only receive the 'Order Shipped' email containing the tracking details.
If you aren't receiving emails from us, please check your junk folder and add us to your safe list.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

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Customs charges and import duties

If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.

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Why has my order been returned to sender?

Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Service as we'll be happy to help you.

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Click & Collect Exceptions
Click and Collect is available for most orders but not for all, and this can be for a number of reasons;
the item ordered is a pre-order item
one of the selected items is not eligible
the size or volume of the item is too large
Please select another delivery option for your order.
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Click & Collect voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.
You'll be given your voucher by our store staff when you collect your parcel.
The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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Orders & Product Help
- Placing Orders
  Placing Orders
  How do I apply a discount code?
  
  If you are using a promotional code that is currently on our website this can be added in your ‘bag’. All you need to do is enter the promo code in the field under the ‘total’ order amount and then select ‘Apply’.
  If your order meets the requirement for the code the discount will be applied to your order and will show in the ‘order summary’:
  Any other codes need to be added in the payment section. Once you’ve selected your delivery option, you will be presented with all the payment options available for your order. Select ‘Apply Promo Code’ enter the code provided to you and then select ‘Apply'.
  Please note: terms and conditions apply to all our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.
  
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  What payment options are accepted?
  We accept most well known payment methods:
  Alipay
  American Express (AMEX)
  Apple Pay
  Bancontact
  Gift Cards
  Giropay
  iDEAL
  Maestro
  Mastercard
  P24
  PayPal
  SOFORT
  VISA
  VISA Debit
  The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
  There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
  If you're using a gift card or eVoucher and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
  If you're using a gift card or eVoucher and you don't spend the whole amount, the remaining balance will be stored on that gift card or eVoucher.
  You can't buy gift cards or eVouchers using gift cards or eVouchers as a payment option.
  You can still pay using a gift card or eVoucher when using a promotional code.
  
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  What is payment authentication?
  
  Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
  Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
  How do I activate my card?
  You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
  Who do I contact for further information?
  If you require more information around the payment authentication process, please contact your card issuer directly.
  If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
  If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
  We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
  Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
  
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  Payment issues
  If you are getting error messages when making a payment using a card, please check the following:
  The address registered on your card matches the billing address in My Account/on your order
  You are entering the card details correctly e.g the expiry date and security code from the back of your card
  Has your bank declined the payment, you will need to contact your card provider as they will have more information.
  Try using a different card or payment method.
  Once you've checked all of the above and you are still experiencing problems, please contact us and include as much detail as you can around the error:
  The error message you are seeing
  A description of the problem
  What payment method you are trying to use
  What the products are you’re trying to purchase
  What internet browser you are using or if you are using our app
  Any other details that could be useful
  Please note: If you are experiencing problems whilst using PayPal or Frasers Plus to make a payment, you will need to contact them directly.
  
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  Why is my bank showing two charges for my order?
  
  We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-5 working days.
  In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
  
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  Can I use my gift card online and in store?
  Yes, Gift cards and eVouchers can be used in UK branches of our Flannels stores as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
  You can use the full or part balance of your gift card. Any remaining value will be stored on the gift cards or eVouchers. You can also use your gift card or eVoucher as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our gift cards;
  Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Gift cards and eVouchers cannot be used to buy further gift cards.
  Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
  
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  Can I use my credit note online and in store?
  Yes, credit notes can be used in UK branches of our Evans Cycles stores as well as online.
  You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our credit notes;
  Gift cards and eVouchers may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Gift cards and eVouchers should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Gift cards and eVouchers cannot be used to buy further gift cards.
  Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
  
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  Can I cancel or make changes to my order?
  I need to cancel my order
  Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
  Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service within 30 minutes of placing your order so that we can check this further for you.
  If your order has been shipped or starting going through our automated fulfilment process we will not be able to cancel your order. Please see our returns policy for details on how to return your order once received.
  I need to change the address
  We cannot change your delivery address after you’ve placed your order.
  If you are not going to be home to accept the delivery, please note that some of our delivery partners will deliver to your neighbours or leave your parcel in a designated safe location around your property. You can use the ‘Click to track order’ button on your ‘Order shipped’ email to see if the delivery partner offers these services.
  If this is not an option please contact Customer Service and we will let our delivery partner know to return your order back to our warehouse for a full refund (This can take up to 14 days). If you still want your order you will need to place the order again.
  I need to change my order
  We cannot make changes to to your order once it has been submitted this includes:
  Adding or removing items
  Changing colours or sizes
  Changing delivery options
  Updating the email address on the order
  Applying promotional discounts
  
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  Apply Gift Card, eVoucher or Credit Note
  
  Store Credit Note
  Once you’ve added your items to the basket and selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Redeem Gift Voucher’. If you are unsure where you can find your eVoucher code and pin, please check our FAQ - Where do I find my voucher code and pin?
  You can add up to 10 codes, if you wish to apply more eVouchers/credit notes to the same order please follow the above steps again for each code.
  Pre-Paid Mastercard/3rd Party Contactless Gift Card
  If you are using a Contactless Gift Card from a 3rd party retailer, please select ‘Credit/Debit Card’ and enter the details from your Contactless Gift Card like you would with a bank/credit card.
  
  Please note: We are unable to add promotion codes or discounts once your order has been placed.
  
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  Where do I find my voucher code and pin?
  
  eVoucher
  If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:
  If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.
  Gift Card
  If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.
  Store Credit Note
  If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.
  
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  Why is the item price different to what I was expecting?
  
  You may be looking at a promotion price that has since expired.
  For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..
  Additionally, please note that some products feature different pricing per size / colour / style etc.
  Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.
  We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.
  
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  How do I check the balance on my Gift Card or eVoucher?
  
  To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've selected your delivery option you will be taken to the payment section. You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Check remaining balance’, you will then be able to see your balance.
  
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  I'm experiencing problems with my gift card or eVoucher
  If you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
  The website crashing on a previous checkout attempt.
  If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.
  Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Our customer service team are unable to speed this along.
  
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- Completed Orders
  Completed Orders
  I've received the wrong item
  
  If the item you received differs to what you ordered or expected-
  For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.
  When contacting us, please also provide a clear image showing the tags and product code so we can better help you.
  Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.
  For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.
  
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  My item is faulty
  
  If you've identified a fault with an item you ordered:
  For orders placed online - please contact our Customer Service team with full details of the item and fault and we will investigate this for you.
  When contacting us, please also provide clear images showing the fault so we can better help you.
  Please note, all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.
  For orders bought in stores - please visit the store with the product and proof of purchase so they can try to help you.
  
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  I'm missing an item from my order
  
  We’re sorry there’s items missing in your order.
  Before contacting our customer service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
  If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
  If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
  
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  Why have you cancelled my order or item?
  You're order may have been cancelled due to one of the following reasons:
  The items are out stock when it comes to packing your order
  The items are not available for shipping out of the UK
  The billing address doesn't match the details your payment provider has on records.
  You will receive an 'Order cancelled' email to confirm which items have been cancelled and the pending payment amount will be released to your original payment methods. Please allow 2-5 working days for this to be cleared.
  Please note: If your item included in a sale and then cancelled because the item was out of stock, we will not be able to honour this price if the item come backs in to stock after the sale has ended.
  
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  My order has been cancelled, but it appears that I have still been charged
  
  If your order has been cancelled, you will be refunded to your original method of payment within 2-5 days.
  The time might depend on your banks processes.
  
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  I haven’t received my gift card
  
  Please check your or the recipient’s junk folder if you haven’t received your eVoucher.
  If you still can’t find it, please contact us and we will be happy to help.
  
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  My item is incomplete or missing parts
  
  We're sorry to hear there is a problem with your item.
  Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
  
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  My item has developed a fault
  
  If your item has developed a manufacturing fault within a year of purchase, please contact our Customer Service team and provide images of both the item and the fault. If you have a faulty bike you will be asked to provide the following photos:
  •   Whole bike
  •   Bike area with Fault / Damage
  •   Box showing any damage
  •   Box showing the shipping labels
  During cases where the fault is difficult to demonstrate on a photo we may need you to send a short video demonstrating the fault.
  
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  How can I get a VAT receipt?
  
  VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.
  If you haven't received this email, please check your junk folder.
  How do I view my previous invoices online?
  If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete history' to view these orders.
  
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  When will I receive my Pre-order item?
  
  Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date.
  Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.
  
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- Product Info
  Product Info
  
  How do I find my size?
  
  Sizes vary with different brands and styles.
  We have a size guide that will show you clothing and footwear sizes to help you make an informed decision about your purchase.
  
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  Item out of stock?
  
  Our online Customer Service team don’t know when items will be back in stock. Please keep checking online, once stock becomes available or we have any new items they will be added to our website.
  Our stores also sell a wide range of stock. You can use our store locator to call in or contact the store directly and they will advise you if the item is available for store purchase.
  
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  Is there a limit to how many products I can buy?
  
  If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:
  You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.
  If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.
  Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.
  
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  Size Guide
  
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  Product Information
  
  Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.
  If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.
  When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.
  Please note: Customer Service will not be able to give you advice on which products you should buy.
  
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  Product recommendations
  
  If you are needing some help understanding the different types of products or looking to accessories your bike please check out our Buying Guides.
  
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- Bike help
  Bike help
  
  Assembling your bike
  
  If you've received delivery of your new bike and looking for some help on assembling it, please check the below videos for support:
  Introduction
  Setting up your bike
  You can also find a couple of helpful documents attached covering how to assemble your bike.
  
  pdf
  Home Deliver...
  (7.41 MB)
  pdf
  Bike Buyers ...
  (15.6 MB)
  
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  Unboxing your new bike
  
  If you've just received or are about to receive, the delivery your new bike. The following video may help you-
  
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  Setting the saddle height of your new bike
  
  Please check out this video for help with adjusting saddle height on your bike-
  
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  Fitting pedals on your new bike
  
  Please check out the following video for support with fitting pedals onto your bike-
  
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  Fitting the handlebars on your new bike
  
  If you're needing help fitting your bikes handlebars, the following video should help-
  
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  Fitting the front wheel on your new bike
  
  Please check out this video for support on assembling the front wheel of your bike-
  
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  Inflating the tyres of your new bike
  
  If you're needing a bit of help understanding how to inflate the tyres of your bike, please check this video-
  
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Stores & Services
- Store Information
  Store Information
  
  Can I have my order delivered to my local store?
  
  Yes. You can select Click & Collect when placing your order via our website.
  The store will inform you once the order has arrived and is ready for collection.
  If your order contains a bike, the store will ensure the bike is built up and ready to ride from the store.
  
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  Store Finder
  
  View our store finder to find all our stores in your area.
  
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  I'd like to leave feedback about one of your stores
  
  If you want to let us know about a recent visit to one of our stores please get in touch.
  When contacting please include the location, date and time of your visit so we can help you.
  
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- Store Servicing
  Store Servicing
  
  How do I book a service in my local store?
  
  To book your bike in for a service at your local Evans Cycles store simply follow this link: Book a Service. We have a comprehensive range of parts in stock and many jobs can be done while you wait.
  
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  How much will my service cost?
  
  Click here to find details of our bike service options as well as our wider workshop services.
  
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  What is the FREE 30 DAY HEALTH CHECK?
  
  The first few weeks on a new bike is known as a 'bedding in' period. This is when all the new components settle into your riding style. During this time, it's not uncommon for them to need a little adjustment to help keep everything running smoothly.
  We offer all our bike customers a FREE bike health-check from one of our instore experts, in the first 30 days after purchase. Simply drop into your local store and speak to one of the team.
  …and that’s not all! Any accessories you buy instore on the day of your health check - we’ll happily fit for you free of charge (excludes mudguards and racks).
  
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  How do I book a FREE 30 DAY HEALTH CHECK?
  
  No booking needed! Simply bring your bike into your local store, in the first 30 days of your purchase, and speak to a member of the team.
  Remember to bring your proof of purchase. Any accessories you buy in-store that day will be fitted free of charge!*
  *Excludes mudguards and racks.
  
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  I’ve had my bike for over 30 days now, can I still book a new bike health check?
  
  The first few weeks on a bike is a ‘bedding in’ period. This is to allow for things to settle and ensure that the bike functions correctly. We offer a free health check up to 30 days post-purchase to help make any adjustments required to keep things running well. If the bike has been used for a longer period (more than 30 days), please visit your local Evans Cycles store to discuss this further or book in a bike service here.
  
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  Do I need to book my bike in for the Free 30 day health check?
  
  No booking required. If you have recently bought a new bike from us (up to 30 days), simply drop in to your local store with your bike and proof of purchase and one of the team will be happy to assist.
  
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Ride To Work
- Understanding Ride to Work
  Understanding Ride to Work
  
  Where can I learn more about Ride-to-Work?
  
  If you'd like to know more about how the Ride to Work scheme works, or are looking for details on how you can sign up, please head here.
  
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- Help for Employees
  Help for Employees
  
  Where is my Ride-to-Work voucher?
  
  If you're trying to understand the current status of your Ride-to-Work voucher, please contact your employer in the first instance.
  Once your application is approved and your employer has paid, we will email the voucher to you directly from rtow@em.evanscycles.com. As this email is automated, please check any junk or spam filters.
  Please note – The above email address is for customer notifications only and cannot be used to contact the customer service team. You can find options on how to contact the Customer Service team by selecting ‘contact us’ on this help centre and then picking the topic you need help with.
  
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  How can I get an update on my application?
  
  Once you have applied for Ride-to-Work, your employer must review & approve before you will receive a voucher.
  Your employer works to their own timeframe for this so please contact your HR team for confirmation of your application progress.
  
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  If I return my Ride-to-Work order, what happens with the refund?
  
  If you return a bike ordered with a Ride-to-Work voucher, be aware that Evans are unable to provide a cash refund.
  As your employer advanced your salary, they need to contact us to administer the cancellation of your voucher.
  Once completed, your pay will be corrected with any deductions already made, refunded via your next payslip.
  
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  I need to return my bike, what happens with my voucher?
  
  If your new bike needs to be exchanged for the same model, the bike can be returned.
  Your voucher will then need to be 're-issued' to you via email, so you can order a replacement. Please allow 7 working days from the date your return has been received back to receive a re-issued voucher.
  If your new bike needs to be exchanged for a different model, please be aware that if the new bike is a different price, you will need to return the original bike and cancel your voucher via your HR.
  Once cancelled, you can then apply for a new voucher to order the replacement with. This is because the government guidelines require the agreements signed, to exactly match the value of the bike you are going to be riding.
  
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  I need to cancel my Ride-to-Work order
  
  If you have placed an order but change your mind before receiving or using the bike, Evans may be able to cancel the order.
  A cash refund can't be provided as your employer administers your pay, not Evans. In this case, please ask your scheme administrator where you work to contact the Ride-to-Work team to request a voucher cancellation.
  Once completed, your pay will be corrected with deductions cancelled.
  
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  I need to change my name (Ride-to-Work)
  
  If your Ride-to-Work voucher arrives with a typo, please contact your HR team who can arrange for the voucher to be cancelled for you. This is because the government guidelines require the agreements signed to exactly match your correct personal data.
  Once cancelled, you can re-apply for a new voucher where you will be able to enter your details again.
  
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  My Ride-to-Work voucher is expired
  
  When you receive a voucher, for security reasons, you are provided 3 months to redeem it for goods.
  If you wish to redeem a voucher after this point, you will need to contact us to request for your voucher to be re-issued.
  
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  I need to change the Ride-to-Work voucher amount
  
  If by the time your Ride-to-Work voucher arrives, you change your mind and wish to redeem it for something of greater value than your application, you will need to contact your HR to ask for your voucher to be cancelled.
  Once cancelled, you can then apply for a new voucher for the correct value needed. This is because the government guidelines require the agreements signed, to exactly match the value of the goods you are redeeming for.
  
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  Who is responsible for maintaining the bike?
  
  It is your responsibility to maintain the bike but we do offer a free bike check after 6 weeks. We recommend you check with your local store for workshop availability.
  If your bike has been ridden for 6 months or longer, it is likely to need a more thorough service. In this case we recommended to book a 'Ride Ready' service with your local store.
  
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  How does Early Ownership work?
  
  When the voucher has been full repaid, your pay will return to normal and you are able to continue using the bike and/or accessories, with zero additional costs.
  If you wish to sell the bike before the end of your hire period, you are able to pay a fee to take legal ownership. The amount you will pay can be provided by Evans and is calculated on the age of the bike.
  
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  If I don’t redeem my certificate can I cancel and get a refund?
  
  The Hire Agreement is covered by the Consumer Credit Act and such agreements cannot be cancelled after the 14 day cooling off period. When you sign the hire agreement, you are agreeing to make a salary sacrifice in exchange for hiring cycling equipment. It is important therefore that you use your Certificate to select the cycling equipment as part of the agreement with your employer.
  You need to exchange the certificate for your selected equipment within 3 months from date of issue. Once your certificate has expired it cannot be re-issued or refunded.
  
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  Can I extend the duration of my Ride-to-Work agreement?
  
  The maximum amount you can apply for, and the duration of how long it can be repaid over, is set by your employer.
  Please reach out to your HR team if you require an extension of these.
  
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  What happens if I change my mind?
  
  After signing the hire agreement, you have a 14 day cooling off period if you change your mind.
  After that, if you have not used your voucher, your HR team can request a voucher cancellation from Evans the hire agreement with your employer cannot be cancelled.
  
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  What happens if I leave my employer?
  
  If you leave your employer before you have completed the salary sacrifice term, any balance remaining must be repaid from your final net salary, i.e. without tax/National Insurance savings.
  To take ownership of the bike a transfer of ownership process will also apply within the HMRC Fair Market Valuation guidelines. Your employer will be able to advise which transfer option would apply to you.
  
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  Complaints about the Evans Cycles Ride to Work Scheme
  
  We always strive to provide an excellent experience but appreciate that sometimes things can go wrong.
  If you have a complaint regarding any aspect of your participation in the Ride-to-Work Scheme operated by Evans Cycles on behalf of your employer, then please contact customer services.
  How long will it take?
  We take all complaints seriously and we will do everything we can to resolve them quickly.
  We’ll keep you updated and in most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.
  What if I'm unhappy about the outcome?
  If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer the complaint to the Financial Ombudsman Service (FOS).
  FOS is a free, independent service that looks into disputes between financial businesses and their customers. If you do refer to the FOS you should do so within 6 months of receiving our final response.
  FOS Contact details
  Telephone: 0800 023 4567
  Email: complaint.info@financial-ombudsman.org.uk
  Website: https://www.financial-ombudsman.org.uk/
  or you can write to:
  The Financial Ombudsman Service
  Exchange Tower,
  Harbour Exchange Square
  London, E14 9GE
  
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  I can't continue my application due to an error
  
  When applying for Ride-to-Work, if you exit the process before completion the application will pause, you will not be able to start a new one.
  You should be emailed a link to go back in to resume your application, however if you keep receiving an error, please ask your HR team to login to their portal to 'cancel' your original application.
  This will allow you to apply again from the beginning. A helpful guide for how to navigate this portal can be found here.
  
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  I want to discuss my experience at a store
  
  If you have a store experience you were unhappy with, the best solution is always to discuss your experience with the Store's manager.
  Please contact the store directly to request this.
  
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- Help for Employers
  Help for Employers
  
  What happens if an employee leaves before their salary sacrifice is completed?
  
  If an employee leaves before completing their salary sacrifice term, any balance remaining should be repaid from the employee’s final net salary, i.e. without the tax/National Insurance savings.
  This reflects the early termination clause contained within the Ride-to-Work hire agreement.
  
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  What are the rules regarding maternity leave?
  
  If an employee goes on maternity leave during the salary sacrifice period and their salary falls below National Minimum Wage the employer has the option to initiate a repayment holiday or to continue with payments.
  Employers would need to supply the employee with an amendment to the Salary Sacrifice agreement for signature.
  The Office of Fair Trading rules state that if the hire agreement term runs over 18 months the employee has a right to cancel the contract and therefore employers need to keep this in mind when extending the term of the salary sacrifice.
  
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  My company's address has changed, how can I update it?
  
  If you need to change your company's address or any other company details, the employers HR team can do this via their Ride-to-Work online portal.
  If they are unsure how to do this, please refer to this guide for how to navigate this portal.
  
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  Who is responsible for maintaining the bike?
  
  It is the employee’s responsibility to maintain the bike but we do offer a free bike check after 6 weeks. The employee should check their local store for workshop availability
  If the bike has been ridden for 6 months or longer, it is likely to need a more thorough service. In this case we recommended to book a 'Ride Ready' service with the local store.
  
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  I'm seeing an error on the Ride-to-Work portal
  
  If you are experiencing a portal error, please quit your browser and reopen the portal from a new page to try again.
  If the error persists please contact us with a screenshot of the error. It will also be helpful, if you could let us know what steps you took to hep us understand and recreate the error.
  
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Financial Services

Frasers Plus

What is Frasers Plus?

Frasers Plus is a credit product which enables you to split the cost of your order into monthly instalments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer service team.

How to make a complaint about your Frasers Plus account?

Complaint type

Who should I contact?

My complaint is about:

The Frasers Plus Account or App,
Frasers Plus payment,
Frasers Plus terms and conditions,
Frasers Plus communications.
Frasers Plus marketing,
The actions of one of our colleagues in conversation about Frasers Plus.

Frasers Group Financial Services – via:

the Frasers Plus App Chat,
Contact us form

What happens after I make a complaint?

We take all complaints seriously and we will do everything we can to resolve them quickly.
We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial Ombudsman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email.

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Studio Pay
Studio Pay

What is Studio Pay?

Studio Pay is a credit account used by many at Studio.co.uk and other Frasers Group brands which allows you to spread the cost of an order.
We have now added Studio Pay as a payment option during checkout when buying from us online. This means if you already have a Studio Pay account, you'll be able to use it here as a payment method when prompted during checkout. You'll just need to login with your existing Studio login details. Please note - if you need support with logging into Studio Pay, you will need to contact the Customer Service team at Studio - help.studio.co.uk
If you don't have a Studio Pay account and want to learn more about what it is and how to apply, you can find more information here - studio.co.uk/studio-pay

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V12 Finance

What is V12 Finance?

V12 Finance provide fixed-sum credit products which enables you to split the cost of your order into monthly instalments.

You'll now see V12 Finance as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select V12 to apply for an account during checkout.

Complaints about your V12 Finance

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your V12 Finance product, we recommend you firstly contact V12.

Evans Cycles Limited act as a credit broker of the Frasers Plus and V12 Finance credit products and not a lender. We are an appointed representative of Consumer Credit Compliance Limited who are authorised and regulated by the Financial Conduct Authority FRN 631736. The permissions of Consumer Credit Compliance Limited as a Principal firm allow Evans Cycles Limited to undertake credit broking activities. Evans Cycles Limited can be viewed on the FCA Register here, our FRN is 845262.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer services team here.

How to make a complaint about your V12 Finance?

Complaint type

Who should I contact?

My complaint is about:
- The V12 Finance product
- V12 payment
- V12 terms and conditions
- V12 communications

V12 Finance – via
- Your V12 Self-Service Account
- Telephone on 029 2046 8900
- Email complaints@v12finance.com
- By Post - V12 Retail Finance, 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ

My complaint is about:

- V12 marketing
- The actions of one of our colleagues in conversation about V12

Evans Cycles Limited - via:
- Webchat
- Email

What happens after I make a complaint?

We take all complaints seriously and we will do everything we can to resolve them quickly.
We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint with the Financial Ombudsman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email.

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My Account
- Getting Started
  Getting Started
  How do I register for an account?
  
  Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
  When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
  To register with your active, valid email address, please click here.
  Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
  
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  How do I create or change my password
  
  Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
  When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
  To register with your active, valid email address, please click here. You will be asked to create a password for your account.
  If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.
  You can manage your account and your password in the My Account section.
  
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  How can I change details and marketing preferences?
  You can see and manage most of your details when you login.
  Head over to My Account to manage your account and password,
  Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
  The Manage Cards section allows you to update payment details.
  
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  How do I create or change my email address?
  
  For our customers’ security we don’t allow change of email address.
  If you need to use an alternative email address, we’d ask you to create a new account.
  
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  How do I buy online?
  
  You can search for items in a few different ways, to then add them to your shopping cart.
  There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
  As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
  When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
  
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  How do I pre-order an item?
  
  Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.
  The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.
  We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.
  When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.
  We will only charge you once the order has dispatched.
  
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  Unsubscribe/Delete Account
  
  Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
  If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.
  If you want to delete your online account, please contact us with your details our team will help you further.
  
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- Technical Issues
  Technical Issues
  Add to safe sender list
  
  Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
  Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
  To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
  Hotmail
  1. Open your inbox
  2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
  3. Select "Safe and Blocked senders" then click "Safe Senders"
  4. Copy and paste our email address into the box provided and click "add to list"
  5. Our email address has been successfully added to your safe sender list
  Microsoft Office Outlook 2003
  1. Open your inbox
  2. On the toolbar click "Actions"
  3. Select "Junk E-mail" from the drop-down menu
  4. Select "Add sender to safe senders list"
  5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
  6. The email address has now been entered into your Outlook contacts list
  Yahoo!
  1. Open your inbox.
  2. Navigate to an email from us and click the "Add" button next to our email address
  3. If not there already, copy and paste our email address into the email field and click "Save"
  4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
  5. The email address has now been entered into your Yahoo! address book.
  Microsoft Office Outlook 2007
  1. Open your inbox
  2. Open the “Tools” menu and click "Options"
  3. On the “Preferences” tab under “Email” click “Junk Email”
  4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
  5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
  6. The email address has now been added to your contacts list.
  AOL Mail
  1. Open your inbox
  2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
  3. Click “Add contact” to confirm
  4. The email address has now been added to your Contacts list
  Google Mail
  1. Open your inbox
  2. Navigate to an email from us
  3. Click on the "More options" link next to the date
  4. Click on "Add sender to Contacts list" in the options list
  5. The email address has now been entered into your Gmail contacts list.
  
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  I’m having problems signing in. What can I do?
  
  If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
  If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.
  If you don't have an account you can set one up here. This means you have all your order history and details in one place.
  If you're still having problems signing in to your account, please contact us and we'll be happy to help.
  
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  I'm experiencing issues using the website
  We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
  Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
  Clear your cache and cookies
  Deactivate any plugins
  Check your HTTPS settings
  Clear your temporary files
  Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
  Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
  If you've tried all the above and are still struggling, please get in touch with our Customer Service team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
  
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  I'm experiencing issues with the App
  
  We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.
  If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.
  If the problem persists, please get in touch with our Customers Service team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
  
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  How can I change my details and marketing preferences?
  
  You can see and manage most of your details when you login.
  Just head over to My Account to manage your account and password,
  Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
  The Manage Cards section allows you to update payment details.
  
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  How do I change my details?
  Once you login to your account online, you'll be able to change some of your details including.
  First name
  Last name
  Telephone number
  Billing address
  Request shipping addresses
  Payment details
  If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address. We will also not be able to change the address, or add/remove items.
  
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What do you need help with?

Delivery Options

Delivery options are presented at the checkout stage, not all delivery options may be available depending on your chosen product or region.

Please refer to the checkout for the most up to date information on delivery options.

Delivery Option	Order Before	Delivery Times	Cost (£GBP)
Standard Delivery	23:59	3 to 7 Days	4.99
Store Delivery* (Smaller Items)	23:59	3 to 7 Days	4.99
Store Delivery* (Larger Items)	23:59	3 to 7 Days	19.99
Express Delivery - 48 Hours	21:00	48 Hours	7.99
Next Day Delivery by Evri	21:00	Next Day	9.99
Oversized Delivery	23:59	3 to 14 Days	19.99
Next Day Bulk Delivery	14:00	Next Day	39.99

Bank and Public Holidays are not included.

Please note: Once you have submitted your order we will not be able to make any changes, this includes the delivery option and combining delivery charges for multiple orders.

Spend £100 (excluding delivery) and receive a £5 voucher to spend in-store when you choose Store Delivery.
*Terms Apply

Still need to contact us

BRAND PARTNER	RETURNS INSTRUCTION
4Down Distribution	Please return items to the following address: 4Down Distribution Ltd, Unit 6 Northridge Business Park, Haywood Way, Hastings, East Sussex, TN35 4PP
Cannondale	Please return items to the following address: Cannondale UK - Returns, Vantage Way, Poole, Dorset, UNITED KINGDOM BH12 4NU
Chicken Cyclekit	Please reach out to our Customer Service team to make a return, or to raise any warranty queries. Any returns must include the returns form.
Cube / Anyway Bikes	Please return items to the following address: CUBE Store, Dobbies Garden Centre, Bath Road, Gloucester, GL10 3DP
Endura	Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF
Eskuta Limited	Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD
Exposure Lights	Please return items to the following address: Ultimate Sports Engineering, Unit 4, Bury Mill Farm, Pulborough, RH20 1NN
Extra UK	Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
I-Ride	Please return items to the following address: Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL
J and R Sports	Please return items to the following address: SDMP Customer Service, C/O J & R Sports Limited, Unit 4 Vesty Business Park, Vesty Road, Aintree, Merseyside, L30 1NY
Momentum Hyper	Please return items to the following address: RideMinded UK, Alexandra House, 36a Church Street, Chelmsford, Essex, CM2 7HY
Oxford Products Ltd	Please return items to the following address: Priority Return, Oxford Products Ltd, De Havilland Way, Witney, OX29 0YG
Pacific Cycle	Please return items to the following address: Pacific Cycle UK – Returns, Vantage Way, Poole, Dorset, UNITED KINGDOM, BH12 4NU
Pure Electric	A Pure Electric pre-paid collection must be arranged in order to return any purchase to the Partner Brand. Please reach out the our Customer Service team stating your reason for return and a date you are available for the collection to be made. Please note items are to be returned in their original packaging, in a resalable condition, and securely packaged.
Raleigh	A Raleigh Return Number must be obtained before any return is sent back to the Partner Brand. To obtain your Raleigh Return Number please reach out to our Customer Service team.
Second Chance Ltd	Please return items to the following address: Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT
Silverfish	For warranty claims please click here Please return items to the following address: Silverfish UK LTD, Units 3a-3c Woodacre Court, Saltash Parkway Industrial Estate, Burraton Road, Saltash, Cornwall, PL12 6LY
Upgrade Bikes	Please use the provided returns label to make any returns, and ensure that the goods are returned in a re-saleable condition. Please return items to the following address: Upgrade Bikes, AB Star Road, Partridge Green, West Sussex, RH13 8RA
VeloBrands	Please return items to the following address: VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF
WeeRide UK	Please returns items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD
ZyroFisher	Please return items to the following address: ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR

Customer, you	You, the customer accessing and/or using the Website.
Website	www.evanscycles.com
Seller, us, we	Purchases paid for using a debit/credit card are sold to You by Wareshop2 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 09870840 Registered Location: England VAT Number: GB 231 5087 33). Purchases paid for using a credit product provided by Frasers Group Financial Serviced Limited, such as Studio Pay and Frasers Plus, are sold to You by Wareshop3 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 12299567 Registered Location: England VAT Number: 125688644).
Website Operator	Evans Cycles Limited, whose registered address is Evans Cycles Limited, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY Registered in England & Wales. Company Number 11577650
Customer Service	Contact Us

BRAND PARTNER	RETURNS INSTRUCTION
4Down Distribution	Please return items to the following address: 4Down Distribution Ltd, Unit 6 Northridge Business Park, Haywood Way, Hastings, East Sussex, TN35 4PP
Cannondale	Please return items to the following address: Cannondale UK - Returns, Vantage Way, Poole, Dorset, UNITED KINGDOM BH12 4NU
Chicken Cyclekit	Please reach out to our Customer Service team to make a return, or to raise any warranty queries. Any returns must include the returns form.
CUBE / Anyway Bikes	Please return items to the following address: CUBE Store, Dobbies Garden Centre, Bath Road, Gloucester, GL10 3DP
Endura	Please return items to the following address: Endura Ltd, 3 Starlaw Park, Livingston, EH4 8SF
Eskuta Limited	Please return items to the following address: Unit 5, Bermuda Innovation Centre, St. Davids Way, Nuneaton, CV10 7SD
Exposure Lights	Please return items to the following address: Ultimate Sports Engineering, Unit 4, Bury Mill Farm, Pulborough, RH20 1NN
Extra UK	Please return items to the following address: Extra UK, Domino House, Morris Close, Park Farm Ind Est, Wellingborough, NN8 6XF
I-Ride	Please return items to the following address: Swallow Enterprise Park, Diamond Drive, Lower Dicker, East Sussex, BN27 4EL
J and R Sports	Please return items to the following address: SDMP Customer Service, C/O J & R Sports Limited, Unit 4 Vesty Business Park, Vesty Road, Aintree, Merseyside, L30 1NY
Momentum Hyper	Please return items to the following address: RideMinded UK, Alexandra House, 36a Church Street, Chelmsford, Essex, CM2 7HY
Oxford Products Ltd	Please return items to the following address: Priority Return, Oxford Products Ltd, De Havilland Way, Witney, OX29 0YG
Pacific Cycle	Please return items to the following address: Pacific Cycle UK – Returns, Vantage Way, Poole, Dorset, UNITED KINGDOM, BH12 4NU
Pure Electric	A Pure Electric pre-paid collection must be arranged in order to return any purchase to the Partner Brand. Please reach out the our Customer Service team stating your reason for return and a date you are available for the collection to be made. Please note items are to be returned in their original packaging, in a resalable condition, and securely packaged.
Raleigh	A Raleigh Return Number must be obtained before any return is sent back to the Partner Brand. To obtain your Raleigh Return Number please reach out to our Customer Services team.
Second Chance Ltd	Please return items to the following address: Units 1-4 Pipers Court, Amy Johnson Way, Blackpool, FY4 2RT
Upgrade Bikes	Please use the provided returns label to make any returns, and ensure that the goods are returned in a re-saleable condition. Please return items to the following address: Upgrade Bikes, AB Star Road, Partridge Green, West Sussex, RH13 8RA
VeloBrands	Please return items to the following address: VeloBrands Ltd, Copplestone Mills, Copplestone, Devon, EX17 5NF
WeeRide UK	Please return items to the following address: WeeRide Returns, Silver X Group, Unit 2 & 3 Hamilton Road, Sutton in Ashfield, NG17 5LD
ZyroFisher	Please return items to the following address: ZyroFisher, Roundhouse Road, Faverdale Industrial Estate, Darlington, DL3 0UR

Right of Access This is commonly referred to as a Subject Access request or ‘SAR’.	The right to be provided with a copy of your personal data and to certain other su pplementary information that this Privacy Policy is already designed to address.
Right to Rectification	The right to have inaccurate personal data rectified e.g., if you consider that your personal data is incorrect, out of date or incomplete.
Right to Erasure This right is also known as ‘the Right to be Forgotten’.	The right to require us to delete your personal data. This right is not absolute and only applies in certain circumstances.
Right to Restrict Processing	The right to restrict the processing of your personal data where you may have a particular reason for wanting the restriction. This right is not absolute and only applies in certain circumstances.
Right to Data Portability	The right to receive personal data that you have provided to us in a structured, commonly used, and machine-readable format. It also gives you the right to request that we transmit this data directly to another data controller.
Right to Object	The right to object to the processing of your personal data at any time. This effectively allows you to stop or prevent us from processing your personal data. The right to object only applies in certain circumstances. You have the absolute right to object to the processing of your personal data if it is for direct marketing purposes (refer to section below).
Rights related to automated decision-making including profiling	The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.
Your right to withdraw consent	Where you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent

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