Customer Services

COVID-19 Update

COVID-19 Update

COVID-19 Update

Deliveries

The good news is that you can still enjoy free delivery on orders over £16! While the vast majority of parcels are being delivered on time, some delays may occur and this is outside of our control.

We are currently looking at standard deliveries taking up to 5 days longer than normal depending on your location/delivery method selected. There are also several international delivery exclusions, the full list can be viewed here.

If tracking is available, please check your parcel tracking for the latest information from the courier. We kindly ask that you allow a few extra days for delivery before contacting us.

 

Next day deliveries and Wiggle Plus

A few next day deliveries are taking longer than expected. While we are striving to get orders processed as quickly as possible, our couriers are experiencing delays with the unprecedented demand.

You can track your order using the link in your confirmation email, but please allow an additional 72 hours from the expected delivery date before you contact us, ensuring you’ve checked with neighbours or in any safe place locations.

 

If your order is still processing in your account.

We’re busy working on it. Your order will be processed but it may take a bit longer than usual. If there is an issue with your order one of our Customer Service team will be in touch, if not – you’ll receive a confirmation email once your order has been processed.

 

If your order has not arrived in the estimated time given.

Please allow an extra 5 days for the courier to deliver your order. If your order hasn’t arrived within the 5 day time period, please check in any safe place locations or with your neighbours. If you cannot locate the order please get in touch with us.

Please do not contact us until you have allowed extra delivery time.

 

Returns

You have 365 days to return your item for a refund subject to some exclusions listed here. All goods must be unused in a saleable condition and in their original packaging with labels attached. Help on how to return an item can be found here. If you're nearing the end of the 365-day period and you cannot return your item due to self-isolation/shielding, don't worry we'll still process your return once it arrives back with us. If you do return your item, please observe social distancing guidelines while dropping off your parcel.

 

Something is wrong with my order

We’re sorry this has happened! For us to get this resolved as quickly as possible please contact us with clear pictures of the fault/damage/incorrect item (including any barcodes/labels).

If an item is missing and tracking does not show multiple parcels are on their way to you, please contact us with photos of the packaging (if it was damaged) and details of the missing item(s).

 

Large Item and 30 Day Test Ride

We offer a collection service with our chosen courier for larger items such as bikes; to arrange this you will need to contact our Customer Service team. Please note there will be a charge of £20 for collection of unwanted items. If you need a box to use to return your bike we can send one to you (a small charge will apply for unwanted bikes) - our Customer Service team can arrange this for you.

 

Cancelling or amending an order

We have a very small window of time to cancel or amend orders. If you cannot see the ‘cancel’ button in your account then we cannot cancel or amend your order. We would advise you to return the order to us for a refund and place a new order for the correct item(s).

If you need to amend a delivery address, some couriers give you the option to make amendments directly; please check your tracking for any amendment options. Any failed deliveries will be returned to our warehouse within 2-3 weeks (dependant on the courier) for a refund, which will be confirmed via email.

 

When is this item due back in stock?

Whilst we are working hard to meet the demand, some items are currently out of stock. We are working with suppliers to re-stock items as quickly as we can, and currently have an expected delivery date of 2-4 weeks for most of our out of stock items. We currently cannot give a more specific time-frame for individual items.

 

If you’ve contacted us

We are experiencing unusually high contact volumes at present and there may be a delay in our response, we aim to reply to all emails within 8 days. If you’ve received an email from us acknowledging your email, please do not contact us again as it will delay our response.

If you haven’t received a reply after the time stated, please check your junk/spam inbox. Please ensure you put as much information in your email as possible, including an order IDs/photos, so we can assist you as quickly as possible.

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