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FAQ's

We get some questions every so often and we think we've tried to answer everything we can that you might want to ask.

How do I process an order on Dales Cycles?

  • Add to cart
  • Checkout
  • Register, login or checkout as guest
  • Choose delivery type
  • Choose payment type
  • Pay

All online payments are securely authenticated by Verified by Visa, Mastercard SecureCode, V12 Finance or PayPal depending on how you choose to pay.

You will need to be registered for this with your own bank and have an online password for your bank account for any debit or credit card transactions.

More details are available at Verified by Visa and Mastercard Secure Code

How do I know it is safe to give you my credit card details?

We use the latest SSL (Secure Socket Layer) technology from GoDaddy to protect our website and any information retrieved by it.

SSL stands for Secure Socket Layer. It might sound complex, but it's really not. SSL Certificates validate your websites identity, and encrypt the information visitors send to, or receive from, our site. This keeps thieves from spying on any exchange between us and you.

When you have an SSL Certificate protecting a website, our customers can rest assured that the information they enter on any secured page is private and can't be viewed by cyber crooks.

For more information, see Defining SSL Certificates on GoDaddy.

Where do you deliver to?

We only able to deliver to UK and Northern Ireland addresses.

We try to get your items to you as quickly as possible, however, some UK postcodes are classed as exclusions as they are a little remote to reach in 24 hours.

A signature will be required to receive your order where a tracked service is used.

How much do you charge for delivery?

A Standard Free Delivery option is available on all orders over £20 at Dales Cycles.

Our premium 'Ready to Ride' delivery option, is available on all bikes at a cost of £25 per bike.

A standard 3-5 working day delivery service (£2.50,) and express next working day service (£5.95) is available for accessories/clothing under the value of £20. A premium express next working day delivery service (£5.95) is also available for accessories/clothing over the value of £20.

If you have a question about how we ship your order hopefully it is answered here.

More help is on hand by calling 0141 332 2705 or by emailing [email protected] where one of our helpful staff members will be glad to answer any questions you may have.

When will you take the payment from my account?

Under normal circumstances, payment will be taken immediately once you place your order to secure that item.

If for any reason we foresee a delay in delivering your order within our normal timescales we will contact you immediately to advise you and ask you to confirm that you still wish to proceed with your order.

Can I track the progress of my order?

We will keep you informed by e-mail at all stages of the order process from confirmation of order details through to dispatch.

When your order is sent out we will also provide you with a TNT, DHL, DPD or Royal Mail tracking number so that you can monitor its delivery.

If you registered an account with us, you can log into Your Account and click on “My Orders” tab for an up to date order status.

When will I receive my order?

We try to process orders as soon as we receive them, most orders will be dispatched within 24 hours and we aim to dispatch all orders within 1-3 working days of order confirmation.

Delivery times may be longer in circumstances where items need to be specially ordered due to size requirements or the item no longer being in stock and you would like an alternative or to wait on it arriving back into stock.

We will advise you of any possible delays when you place your order.

You will receive an email confirmation at various stages of your order process as well as upon dispatch.

See our Delivery page for further details.

How do I cancel my order?

If your order has not been dispatched you can cancel by phoning us on our helpline 0141 332 2705, Monday - Friday 9:00am - 17:00pm.

Out-with these times please e-mail us at [email protected]. Please quote your order reference number in all correspondence.

If you registered an account with us, you can log into Your Account and click on “My Tickets” tab and send us a ticket requesting that your order be cancelled.

If your order has already been dispatched see the question below; "How do I return my order?"

How do I return my order?

If you wish to return goods you have already received, please complete the returns form that comes with your package.

A member of our staff will be happy to advise you and guide you through the returns process if required, we can be contacted on 0141 332 2705, Monday - Friday 9:00am - 17:00pm, or alternatively out-with these times please e-mail us at [email protected].

Goods must be returned within 30 days from the day after the goods are received/signed for.

Goods must be returned in their original condition along with all tools, packaging and paperwork. If returning goods you are under a duty to keep them in your possession and to take reasonable care of them until you return them.

All goods must be returned by a secure postal method at your own expense.

You should retain proof of postage until we inform you that the returned items have been received safely by us.

How long do I have to return an order?

Goods must be returned within 30 days from the day after the goods are received/signed for.

This cooling-off period begins the day your order is confirmed and ends 30 days from the day after you receive your order.

I have received a dispatch e-mail but my order has not arrived?

When we dispatch your order you will receive an e-mail containing a TNT, DHL, DPD or Royal Mail tracking number.

You can use this to access TNT, DHL, DPD or Royal Mails Track and Trace systems on their website.

This page will give you information of the status of your delivery. All orders are sent using TNT, DHL, DPD or Royal Mail Special Delivery™ Next Day and, depending on your location and the time of year, your order should arrive, at the latest, 3 working days after dispatch.

If your item has not been received after this time you can contact TNT, DHL, DPD or Royal Mail direct quoting your Tracking Reference number or contact ourselves.

Although we can take no responsibility for any delivery delays or problems out-with our control caused by TNT, DHL, DPD, Royal Mail or any other carrier we will do all we can to help resolve any delivery problems.

Can I contact you by telephone?

Yes, our telephone helpline is open weekdays from 9am to 5pm (Scottish Public and Bank Holidays excluded).

Please phone 0141 332 2705.

 

If there's something you think we've missed feel free to pop us an email at [email protected] and who knows, your enquiry could make the list.