FAQ

How can I pay for my order?

You'll need a credit or debit card to pay for your items online. We accept the following cards: Maestro, Visa Debit, Visa Credit and MasterCard. We also accept payment via UK registered PayPal accounts.

When you go through the checkout you will get the option to enter a billing and shipping address. Make sure the billing address reflects the registered card address or your payment may be blocked due to anti-fraud measures.

Selected higher priced items over £500 are eligible to paid for through 0% Finance. You see the terms and conditions here.

Is the website secure?

Yes. Our website is secured using an SSL EV certificate, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are important to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see our Privacy Policy & Cookies page.

How do I cancel my order?

We aim to delivery quickly, for this reason we are unable to amend your order once it has been placed.
To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to refuse delivery or follow our returns process within 28 days of receipt of your items.

My order has failed, but I think I have been charged. What do I do?

Please contact us as soon as possible.

My card's been declined! What happened?

The first port of call is to contact your bank and find out what's happened. If they can't find any issues, contact us to let us know and we'll see if we can help.

I've received a faulty item, what should I do?

We’re really sorry you’ve received a faulty item. Please return the item to us using the provided returns label as soon as possible so we can get this sorted for you. Ensure you mark the reason for return as ‘Faulty’.

Please note, we’re unable to send replacements for faulty items.

How do Back in Stock notifications work?

To receive a back in stock notification, you just need to insert your email address on the product page you wish to hear about.

If the item comes back into stock in your selected size and colour, we'll let you know.

If you have an account with us you can log in to manage your Stock Alerts.

What warranty do I get with my new bike?

All bikes and frames purchased from Freewheel come with a warranty against manufacturing defects. You must be the original owner and you must be able to provide proof of purchase. Your warranty starts from date of purchase.

Frames
Steel: Limited Lifetime Warranty
Aluminium: Limited Lifetime Warranty
Titanium: Limited Lifetime Warranty
Carbon: Five years

Forks
Steel: Limited Lifetime Warranty
Aluminium: Limited Lifetime Warranty
Carbon: 5 Years

Components /Parts
1 year unless the manufacturer states otherwise

Limited Lifetime Warranty – what does it mean?
This means that whether you purchase a Genesis, Ridgeback, Adventure or Saracen from Freewheel, we will replace the frame and/or forks free of charge if there is a ‘manufacturing defect’ for the entire time you own the bike. We also cover all other components on the bike for 1 year unless the manufacturer states otherwise.

What is not covered?
The warranty does not cover normal wear and tear, improper assembly, improper follow-up maintenance, installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold, damage or failure due to accident, misuse, abuse, or neglect, labour charges for part replacement or changeover.

What is classed as a "manufacturing defect"?
A manufacturing defect is where a component fails or shows a sign of failure due to poor manufacturing from the factory.

Need to make a claim?
If you need to make a warranty claim, then please contact our customer service team with your proof of purchase who will be able to help you.

Do you participate in any Cycle to Work Schemes?

The Cycle to Work Scheme is a Government initiative that allows you to save up to 39% on a bicycle and/or safety equipment. Freewheel are currently looking into a number of popular Cycle to Work schemes to help save you money. Please check back here for updates. If you can't wait we suggest in the meantime you contact your local Freewheel store who should be able to assist you directly.

Why are there VAT differences?

If you are ordering from Ireland, the VAT will be different to customer ordering from the UK. For example, in the UK cycling helmets come under the Protective Equipment (VAT Notice 701/23) meaning they are zero-rated (no VAT). Whereas in Ireland the standard VAT rate is currently 23%.

This is subject to change, if you have a specific question we suggest you get in touch.

Can I buy gift cards online?

We're sorry for any inconvenience, but it isn't possible to buy a Freewheel gift card at the moment.