The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with our Customer Service Team, via Live Chat (at the lower right-hand corner of our website) or email. We will make every effort to resolve the issue as quickly as possible for you.
Return Policy
If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Goods can be returned for a refund within 365 days from the date of purchase (subject to the product exclusions outlined below).
We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.
Goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit. Our Returns Team will review all items to ensure they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, we may be unable to process a full refund. We will contact you in such circumstances.
All refunds will be issued to the original payment method on the order within 5 working days of receipt at our warehouse.
Product Exclusions
There are some exclusions to our Returns Policy, as detailed below:
Please note, Wiggle reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
This Return Policy does not affect your statutory rights.
To return an item, simply follow the steps outlined below:
Returned items must be securely packaged in a sealed box, to ensure the contents are protected during transit. Wiggle reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging.
Self-Post Returns from Outside the UK
If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
Due to courier restrictions, larger items (such as bikes, frames, racks, and trainers) are not currently eligible for returns via our online portal.
These items can be returned via a local courier service of your choice (postage rates can vary; to get a quote please contact your local courier) or alternatively we can arrange to have the item collected from you, at our reduced courier rates. Return postage is non-refundable.
To request a quote for a collection, simply get in touch via Live Chat or drop us an email with the following details:
Once the collection has been booked, you will receive a confirmation email with further details. Please ensure you are available at your address on the indicated date with the parcel ready to be collected.
To prepare your parcel, carefully package your item into the original box, in the same condition as it was received, to ensure all parts are protected.
Before sealing the box, pop a note inside with the following details:
Bikes must be returned new and un-ridden, in a saleable condition and in their original packaging with all labels and stickers still attached. Wiggle reserve the right to refuse the return of any items which have been damaged in return transit due to insufficient packaging.
Self-Post Returns from Outside the UK
If you are opting for a self-post return from outside the UK, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
If you wish to return an item you’ve received as part of a gift, we can offer to provide a refund in Wiggle gift vouchers.
To return your item, simply contact us via Live Chat or email to obtain a Gift Return form and include this inside the parcel along with the item you wish to return.
The parcel should then be posted to the following address:
Our Returns Team will contact you directly with details of your voucher code and how to use it once your return has been processed. Please refer to the Product Exclusions outlined in our Returns Policy.
Return transit timeframes can vary, depending on the shipping country and the courier service selected.
When returning an item from outside the EU, please allow an estimated timeframe of 25 working days, from the postage date, for your parcel to arrive in our warehouse.
Our Returns Team will process your return within 5 working days of the parcel being delivered to our warehouse and you will receive a notification via email once the return has been processed.
In the meantime, keep an eye on your courier tracking to follow the movement of your parcel. Please note, some parcels may route back to our warehouse via a national hub or depot. Upon arrival at the courier’s depot, parcels will be consolidated for return to our warehouse in one shipment. Returned items will be processed once they have been delivered back to our warehouse.
If your return tracking has not updated to show the parcel has been delivered within the estimated timeframes outlined above, or your return has not been processed within 5 working days of delivery to our warehouse, please send us a copy of your postage receipt so that we can look into this further for you.
If there is a problem with an item upon delivery, please get in touch with us via Live Chat (by clicking on the icon in the lower right-hand corner of your screen) or email at your earliest convenience. Please provide as much information as possible, including photographs of the item and packaging. We will make every effort to resolve the issue as quickly as possible for you.
Faulty Items
All goods purchased from Wiggle are normally covered by a manufacturer's warranty, which, generally speaking, covers manufacturing faults and defects, including poor workmanship.
If you believe a product has developed a fault, please refer to our Warranty Help Page for further details on how to submit a claim.
For purchases made in New Zealand, see the New Zealand Policy here.
You have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please Contact Us prior to the expiry of the cancellation rights period.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Where charges apply, you are responsible for paying the return delivery charges.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk.
Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
Please contact us, if you want:
We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.
We encourage you to return orders individually to avoid delays with the return. We hope to be able to offer the option of returning items from multiple orders together in one parcel in the near future.
We offer a huge range of return courier services, some of which are completely free of charge. The options available to you will depend on where you are posting your parcel from and the item(s) being returned. The prices will be displayed when you create a return via our online portal. Postage on standard returns is non-refundable, however if your item is being returned as a result of our error (damaged, defective, wrong item etc.), we will refund standard postage costs. If there is a problem with your item, please contact us and we will make every effort to resolve the issue as quickly as possible.
If you have paid duty for the order you received and you're returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority. If the duty costs were included in the price of your order on our website, please get in touch with our Customer Service Team.
We offer paperless returns from several countries at present and, whilst this is not yet available for all, we do hope to be able to expand this offering in the future. You can find all of the return services available to you when creating a return. If paperless returns are available, these only require a QR code to be presented and scanned at your local store. If you are unable to print a returns form, don’t worry, simply include a handwritten note inside the parcel with the following details:
Alternatively the parcel can be sent directly to the following address:
If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
There is no need to contact us before returning an item unless there is a problem with the goods. If so, please contact us, via Live Chat or email, and we will make every effort to resolve the issue as quickly as possible for you.
Yes, all goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn. If hygiene strips have been removed we will not be able to accept the return.
Once your return has been delivered back to our warehouse, it will be processed within 5 working days. You will receive a notification via email once the return has been processed.
Don’t worry, if there are any problems with your return, a member of our Customer Service Team will send an email to the email address used when placing the order.
If you would prefer to return your item via a local courier service, simply post the item to the following address:
We recommend using a tracked courier service. Return postage is non-refundable and Wiggle cannot be held responsible for damage or loss incurred during return transit.
If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
You can try an item on for size, but please do not remove any labels or use the item if you are considering returning it. All goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached.
Unfortunately, we cannot accept the return of goods outside of the 365 day period. We apologise for any disappointment this may cause.
If you wish to make any changes to a return, please contact our Customer Service Team via Live Chat or email.
We are sorry to hear you are experiencing an issue with our online returns portal. Please contact our Customer Service Team via Live Chat or email so that we can help out.
Please find important information here regarding the Vitus 14 and 16 bikes sold in the USA from January 2017 through April 2021.
