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Orders & Product Help
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Placing Orders
Placing OrdersHow 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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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Send feedbackThanks for the feedback. We will improve this article.Payment issuesIf 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Apply Gift Card, eVoucher or Credit NoteStore 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.I'm experiencing problems with my gift card or eVoucherIf 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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Placing Orders
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Returns & Refunds
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Brand Partner Returns
Brand Partner ReturnsI 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 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 4PPCannondale Please return items to the following address:
Cannondale UK - Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM
BH12 4NUChicken 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 3DPEndura Please return items to the following address:
Endura Ltd,
3 Starlaw Park,
Livingston,
EH4 8SFEskuta Limited Please return items to the following address:
Unit 5,
Bermuda Innovation Centre,
St. Davids Way,
Nuneaton,
CV10 7SDExposure Lights Please return items to the following address:
Ultimate Sports Engineering,
Unit 4,
Bury Mill Farm,
Pulborough,
RH20 1NNExtra UK Please return items to the following address:
Extra UK,
Domino House,
Morris Close,
Park Farm Ind Est,
Wellingborough,
NN8 6XFI-Ride Please return items to the following address:
Swallow Enterprise Park,
Diamond Drive,
Lower Dicker,
East Sussex,
BN27 4ELJ 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 1NYMomentum Hyper Please return items to the following address:
RideMinded UK,
Alexandra House,
36a Church Street,
Chelmsford,
Essex,
CM2 7HYOxford Products Ltd Please return items to the following address:
Priority Return,
Oxford Products Ltd,
De Havilland Way,
Witney,
OX29 0YGPacific Cycle Please return items to the following address:
Pacific Cycle UK – Returns,
Vantage Way,
Poole,
Dorset,
UNITED KINGDOM,
BH12 4NUPure 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 2RTSilverfish 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 6LYUpgrade 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 8RAVeloBrands Please return items to the following address:
VeloBrands Ltd,
Copplestone Mills,
Copplestone,
Devon,
EX17 5NFWeeRide UK Please returns items to the following address:
WeeRide Returns,
Silver X Group,
Unit 2 & 3 Hamilton Road,
Sutton in Ashfield,
NG17 5LDZyroFisher Please return items to the following address:
ZyroFisher,
Roundhouse Road,
Faverdale Industrial Estate,
Darlington,
DL3 0URDid you find it helpful? Yes No
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Brand Partner Returns
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My Account
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Technical Issues
Technical IssuesAdd 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 listMicrosoft 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 listYahoo!
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 listGoogle 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.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing issues using the websiteYou 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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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing issues with the AppWe'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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.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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Technical Issues