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Black Friday - I'm thinking of ordering, how do I qualify?

With our Black Friday promotion you can receive a Black Friday voucher to spend on future purchases by placing a qualifying order.

You must use the same email address/account when placing qualifying order.

There is a limit on the amount of vouchers you can qualify for (please see the Terms & Conditions for further details).

There are no brand exclusions and the spend can be inclusive of full price and/or sale items.

Please note that qualifying spend does not apply to:

  • Orders placed before or after the Promotion Period
  • Pre-order items
  • GAME consoles
  • The full value of any purchase made using another promotion or discount code (e.g where a product is subject to a buy one get one free offer or discounted, only the amount paid will be included in the Qualified Spend)
  • The value of any gift card, voucher or credit note
  • The purchase of any gift card 
  • Delivery charges

If items from a qualifying order are cancelled for a reason not requested by you this does not affect your eligibility. However, if a cancelation is requested by you, this will affect your eligibility.

The promotion will run from 22nd November 2024 until 11:59pm 5th December 2024.

The full terms and conditions for the Black Friday promotion can be found on our website by pressing 'Promotion Terms' at the bottom of our homepage.

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Black Friday - I've placed my order, when will I get my voucher?

For Online Orders:

Here is what to expect after placing your order...

  1. Once the Black Friday promotion ends (from 5th December 2024), we will automatically assess your order to confirm if it qualifies for the promotion.
  2. We will send a further email to you at that time to confirm if you qualified.
  3. If you do qualify, you can expect to receive your Black Friday Voucher email from Monday 9th December 2024 (please allow up to 7 working days from the date of order dispatch/ collection).

Please note the Black Friday promotion is assessed automatically. Our Customer Service team will not be able to confirm your eligibility or speed the process up for you. We appreciate your patience.

For In-Store Orders:

You'll receive a physical Black Friday voucher at the till when you place your order. Please keep this voucher safe as we cannot replace lost vouchers.

Your Black Friday voucher can be redeemed when shopping online or in-Store from 9th December 2024, and it will remain valid for two years.

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Black Friday - Did my order qualify?

If you’re unsure if your order qualifies, please go ahead and check that your order meets the following criteria-

  • Your order was placed between 00:01 (GMT) 22nd November 2024 and 23:59 (GMT) 5th December 2024, with a total above the qualifying amount (see Terms & Conditions). 
  • Pre-order items are excluded from the qualifying total. If your order includes any pre-order products, their value will not count towards the promotion total.
  • GAME consoles are also excluded from the qualifying total. If included in your order, their value will not be counted.
  • The qualifying order total must reflect the payable amount for goods only; delivery charge, discount codes, gift card values, and similar deductions do not apply.
  • You have not exceeded the maximum number of vouchers allowed during this promotion (see Terms & Conditions). If you've placed multiple orders throughout the promotion, all spend during the period will accumulate towards the vouchers limit.

All Vouchers are valid from 9th December 2024 for two years.

The full terms and conditions for the Black Friday promotion can be found on our website by pressing 'Promotion Terms' at the bottom of our homepage.

Please note the Black Friday promotion is assessed automatically. Our Customer Service team will not be able to confirm your eligibility or speed the process up for you. We appreciate your patience.

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Black Friday - When can I use the Black Friday voucher?

Black Friday vouchers can be used from 9th December 2024 & will be valid for 2 years.

You can redeem your voucher when shopping online or in-store.

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Black Friday - What if I return an item?

If an order qualifies for a Black Friday voucher and one or more products within that order are later returned, the voucher will be cancelled should the total spend lower your qualifying spend.

If the voucher is used ahead of any items being returned, at the time your return is processed in our warehouse the value of the used voucher will be deducted from any refund amount relating to such return.

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Last Order Dates for Christmas

Please see below for the recommended order dates to ensure delivery before Christmas.

While orders placed after these dates may still arrive in time, we cannot guarantee this.

UK DeliveryLast Date for Guaranteed DeliveryOrder Before
Standard Delivery19th December23:59
Store Delivery19th December
23:59
Express Delivery - 48 Hours21st December21:00
Next Day Delivery by DPD
22nd December21:00
Next Day Delivery by Evri22nd December
21:00
Next Day Bulk Bike Delivery20th December14:00
Oversized Delivery (Light & Large)19th December
23:59
Oversized Delivery19th December23:59
2 Man Delivery13th December23:59
Overseas & International DeliveryLast Date for Guaranteed Delivery
Australia5th December
Austria
13th December
Belgium13th December
Bulgaria4th December
Canada10th December
China11th December
Croatia7th December
Cyprus14th December
Czech
14th December
Denmark11th December
Estonia
5th December
Finland10th December
France15th December
Germany14th December
Greece5th December
Hong Kong
11th December
Hungary14th December
India11th December
Ireland15th December
Israel9th December
Italy13th December
Japan6th December
Latvia
1st December
Lithuania5th December
Luxembourg13th December
Malaysia9th December
Malta14th December
Netherlands13th December
New Zealand5th December
Norway1st December
Poland8th December
Portugal
9th December
Romania13th December
Singapore11th December
Slovakia14th December
Slovenia7th December
Spain12th December
Saudi Arabia11th December
Sweden9th December
Turkey6th December
United Arab Emirates (UAE)
11th December
United States of America (USA)7th December
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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 OptionOrder BeforeDelivery TimesCost (£GBP)
Standard Delivery
23:593 to 7 Days4.99
Store Delivery* (Smaller Items)
23:593 to 7 Days4.99
Store Delivery* (Larger Items)
23:593 to 7 Days19.99
Express Delivery - 48 Hours21:0048 Hours7.99
Next Day Delivery by Evri21:00Next Day9.99
Oversized Delivery23:593 to 14 Days19.99
Next Day Bulk Delivery
14:00Next Day39.99

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

CountryCost from (GBP)CountryCost from (GBP)
Albania11.66Andorra9.99
Austria8.33Belarus11.66
Belgium5.83Bosnia and Herzegovina11.66
Bulgaria9.99Canary Islands21.66
Croatia9.99Cyprus10.83
Czech Republic9.99Denmark8.33
Estonia9.99Finland8.33
France5.83Germany5.83
Gibraltar8.33Greece9.99
Guernsey5.83Hungary9.99
Ireland5.83Italy8.33
Jersey5.83Latvia9.99
Liechtenstein8.33Lithuania9.99
Luxembourg5.83Malta10.83
Moldova11.66Monaco10.83
Montenegro11.66Montserrat21.66
Netherlands5.83Norway8.33
Poland9.99Portugal8.33
Romania9.99Serbia11.66
Slovakia9.99Slovenia9.99
Spain8.33Sweden8.33
Switzerland8.33Turkey11.66

Rest of the World

CountryCost from (GBP)CountryCost from (GBP)
Algeria21.66American Somoa21.66
Antigua & Barbuda21.66Argentina21.66
Armenia21.66Aruba21.66
Australia13.00Azerbaijan21.66
Bahrain17.49Bangladesh21.66
Barbados21.66Benin21.66
Bermuda
21.66Bhutan21.66
Bolivia21.66Botswana21.66
Brazil21.66Brunei17.49
Burkina Faso21.66Cambodia21.66
Cameroon21.66Canada14.99
Cape Verde21.66Cayman Islands21.66
Chad21.66Chile21.66
China21.66Colombia21.66
Congo (Democratic)21.66Congo (Republic)21.66
Costa Rica21.66Djibouti21.66
Dominica21.66Dominican Republic21.66
Ecudaor21.66Egypt21.66
El Salvador21.66
Equatorial Guinea21.66
Ethiopia21.66Falkland Islands21.99
Fiji21.66French Guina21.66
Gabon21.66Georgia21.66
Ghana21.66Greenland11.66
Grenada21.66Guadaloupe21.66
Guatemala21.66Guinea21.66
Guinea-Bissau21.66Guyana21.66
Haiti21.66Honduras21.66
Hong Kong
15.83Iceland11.66
India15.83Indonesia15.83
Israel21.66Jamaica21.66
Japan15.83Jordan17.49
Kazahkstan21.66Kenya21.66
Kiribati21.66Korea (South)
15.83
Kuwait17.49Kyrgyzstan21.66
Lebanon21.66Lesotho21.66
Madagascar21.66Malawi21.66
Malaysia15.83Maldives21.66
Marshall Islands21.66Martinique21.66
Mauritania21.66Maurtius21.66
Mayotte21.66Mexico14.99
Micronesia (FSO)21.66Mongolia21.66
Morocco21.66Mozambique21.66
Myanmar Burma21.66Nauru21.66
Nepal21.66New Zealand12.55
Nicaragua21.66Niger21.66
Nigeria21.66North Macedonia21.66
Oman17.49Pakistan21.66
Palau21.66Panama21.66
Papua New Guinea21.66Paraguay21.66
Peru
21.66Philippines15.83
Puerto Rico21.66Qatar
17.49
Reunion17.49Saint Kitts & Nevis21.66
Rwanda21.66Saint Vincent21.66
Saint Lucia21.66Sao Tome & Principe21.66
Samoa21.66Senegal21.66
Saudi Arabia17.49Singapore15.83
Solomon Islands21.66South Africa17.49
Sri Lanka21.66Suriname21.66
Taiwan15.83Tajikistan21.66
Tanzania
21.66Thailand15.83
The Bahamas21.66The Gambia21.66
Togo21.66Tonga21.66
Trinidad & Tobago
21.66Tunisia21.66
Tuvalu21.66Uganda21.66
United Arab Emirates15.83United States8.33
Uruguay21.66Uzbekistan21.66
Vanuatu21.66Venezuela21.66
Vietnam15.83Zambia21.66
Zimbabwe21.66

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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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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.

If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.

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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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 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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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. 

Some of our offer codes require you to be logged in to your account online to receive the discount. Please make sure you've logged in using the email address which you received your offer.

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 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 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, depending on the status of your order. Please contact Customer Service so that we can check this further for you. 

If your order has been shipped or starting going through our automated fulfillment 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 will not be able to retrospectively update your email address if this was entered wrong whilst checking out, sadly we will not be able to send email to you about this order. During cases where you need to change your email address (as a result of a typo or if you have changed your email address) we recommend you create a new login with with your new/correct email address.

Also, once an order has been submitted we cannot make any changes, this includes:

  • Adding or removing items
  • Changing colours or sizes
  • Changing the delivery options
  • 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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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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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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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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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.

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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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I need to return my order or item bought online

To return items ordered from Evans Cycles; all items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.

  1. Securely repack your items, and include a completed returns form inside your parcel. You can find the returns form attached to this article.
  2. On the outside of your parcel, address your return to the correct returns address.
    • Items that were shipped from a Brand Partner: Check Returns - Bought from a brand partner for the returns address & instructions - This information should've also been included inside your parcel.
    • Items that were shipped from our warehouse: Address your parcel to-
      Evans Cycles
      Unit B ,
      Brook Park East,
      Shirebrook.
      NG20 8RY
  3. Send your parcel back using your preferred carrier or postal service - please note, postage will be payable. We do not offer a free returns service for unwanted items.
  4. For peace of mind, we encourage you to keep a receipt as proof of your return.

All items are inspected upon return, if we don't find a manufacturing fault and is simply due to wear and tear, we will return the item to you. Please allow 14 days from the date of return for this to be credited back to your original payment method.

If your item is faulty, 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.

Please note: Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.

Please press here to download your returns form.

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I need to return my order or item bought in store

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any Evans Cycles store within 28 days of purchase provided your item has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery.

Please note: Items bought in store can only be returned to stores. You will not be able to return store products via post.

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Can I return more than one order in the same parcel?

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

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How will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

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When will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes. Please allow up to 14 days for your items to be inspected and any refunds to be issued. You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. 

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.

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I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

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I need to return my order or item bought from a brand partner

Please check your email confirmation to see if your item was delivered from one of our brand partners, their details will show under the product details and will look a bit like this: 

Please see additional information below and details on how to return those items.

Returns policy overview

  • Returns will be eligible for refund only, no exchanges are available for these items
  • Items must not be used, worn or washed
  • Items must be in original packaging and all tags attached
  • Personalised items will not be accepted unless text is incorrect, or the item is faulty
  • Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  • Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned.

Please note: postage will be payable. We do not offer a free returns service for unwanted items.

BRAND PARTNERRETURNS INSTRUCTION
4Down DistributionPlease return items to the following address:
4Down Distribution Ltd,
Unit 6 Northridge Business Park,
Haywood Way,
Hastings,
East Sussex,
TN35 4PP
CannondalePlease return items to the following address:
Cannondale UK - Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM
BH12 4NU
Chicken CyclekitPlease 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 BikesPlease return items to the following address:
CUBE Store,
Dobbies Garden Centre,
Bath Road,
Gloucester,
GL10 3DP
EnduraPlease return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SF
Eskuta LimitedPlease return items to the following address:
Unit 5,
Bermuda Innovation Centre,
St. Davids Way,
Nuneaton,
CV10 7SD
Exposure LightsPlease return items to the following address:
Ultimate Sports Engineering,
Unit 4,
Bury Mill Farm,
Pulborough,
RH20 1NN
Extra UKPlease return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XF
I-RidePlease return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4EL
J and R SportsPlease 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 HyperPlease return items to the following address:
RideMinded UK,
Alexandra House,
36a Church Street,
Chelmsford,
Essex,
CM2 7HY
Oxford Products LtdPlease return items to the following address:
Priority Return,
Oxford Products Ltd,
De Havilland Way,
Witney,
OX29 0YG
Pacific CyclePlease return items to the following address:
Pacific Cycle UK – Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM,
BH12 4NU
Pure ElectricA 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.

RaleighA 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 LtdPlease return items to the following address:
Units 1-4 Pipers Court,
Amy Johnson Way,
Blackpool,
FY4 2RT
SilverfishFor 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 BikesPlease 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
ZyroFisherPlease return items to the following address:
ZyroFisher,
Roundhouse Road,
Faverdale Industrial Estate,
Darlington,
DL3 0UR
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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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Webchat

Our Webchat is here to assist you.

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Email

We might take a day or two to answer your email.

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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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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 [email protected]. 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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Email

We might take a day or two to answer your email.

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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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Email

We might take a day or two to answer your email.

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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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Email

We might take a day or two to answer your email.

Send email
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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Email

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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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Email

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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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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: [email protected]
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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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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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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Email

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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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Email

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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:

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 [email protected]. You'll need to contact them within 6 months of receiving our final response email. 

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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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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 [email protected] 
- 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 [email protected]. You'll need to contact them within 6 months of receiving our final response email.       

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Webchat

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Email

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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 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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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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Email

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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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Webchat

Our Webchat is here to assist you.

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Email

We might take a day or two to answer your email.

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I'm experiencing issues using the website

You can refer to the product page and press deliveries to see what options are available.

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. 

Some items cannot be delivered outside of the UK, if you see an error message saying 'The following products cannot be delivered to the country selected:' whist checking out, then we will not be able to proceed with your order. Please remove the item from your basket.  

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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Webchat

Our Webchat is here to assist you.

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Email

We might take a day or two to answer your email.

Send email
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.

Still need to contact us
Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
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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