FAQs

FAQ

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What can I buy from Freewheel?

There’s a lot to choose from!: With thousands of products available, it can be quite daunting trying to find exactly what you need. Freewheel is set out in logical, easy to follow categories, which provide the perfect starting point on any device you use to access the website. Start your journey by tapping (mobile/tablet) or clicking (pc/mac) on the main navigation. Here you will see that there are eight simple categories:

Bikes/Accessories/Clothing/Maintenance/Parts/Training/Offers/Brands

Select one of these and you will see many sub categories contained within each category. For example, want to know which brands are available on Freewheel? Then simply tap or click the final listing in the main navigation [Brands]. This will give you an A-Z listing of over 60 well-known cycle brands, which you can choose from.

Why would I use the Search?

To discover great cycle products: Probably the fastest way to discover the great products on Freewheel is simply to tap or click on the [Search icon]. Start by typing where it says [Search Freewheel] and our powerful search algorithm will get to work and return the best results possible. If we do not stock the items you are looking for then we will suggest alternative products that may meet your requirements.

How do I place an order?

Cycle Accessories and Clothing: Select the item(s) required then decide how you wish to get the items. There are two clear choices available to you at Freewheel, namely Reserve & Collect and Home Delivery. For more specific details about each service please click here.

In both cases, simply select the colour and size (if applicable) of each item you require. Then:

1) For Reserve & Collect: You can check the stock at our participating stores and choose your preferred store to collect your order from. This service is Free.
or
2) For Home Delivery: Simply add your item(s) and go to checkout. You will see an indication of the delivery methods and costs available to you on each product page. The final delivery costs can be selected during the Checkout.

Can I buy a bike online?

Buying a new bike is easy: We have a fantastic selection of bikes for you to choose from and the choice of home delivery or reserve and collect to your local store. Our bikes will be set-up and checked by a specialist bike technician prior to receipt. There are a few differences in these delivery options:

Home Delivery
Step 1:
Simply select the size and colour you require, and continue through to the payment to complete your order.

Step 2: Please allow 3-5 working days for your bike to arrive. This timeframe takes into account the time we take to build and check your bike prior to shipping.

Step 3: When you receive your bike, there will be a few bits you need to complete before your maiden voyage. You will need either a 4mm, 5mm or 6mm hex key to adjust your bike to suit you. Instructions on how and what to adjust will be provided with your bike.

If your bike comes with pedals, these will already be fitted. Adventure and children’s bikes will come with 2 hex keys and a spanner.

Di2 and step bikes, the battery will need to be charged prior to use.

Store Collection
Step 1:
Simply select the size and colour you require. Don’t worry if your bike is not available immediately at your preferred store, we can get a bike to the store within two working days from our central distribution centre (subject to availability).
Payment for your bike will be taken at the store. Note, that some stores will require a deposit prior to building your bike.

Step 2: The store will normally contact you directly within 24hours (Mon-Sat) upon the receipt of your order. They may contact you via phone, email or text (SMS) so please make sure we have your correct details. The store will discuss any special requirements, optional finance and a convenient time to collect your bike prior to being built and checked by their specialist.

Step 3: Take your Collection Notification and a form of ID with you to the bike store and show this to a member of staff. They will take you through the key features and any questions or options you have. When you are happy with your bike, simply pay the store directly and you're good to go.

Please note: At selected stores, Bike Finance may be available to you. The store can arrange this for you subject to Status and Terms.

How do I Checkout?

Fast and simple checkout: When you are ready to complete your order or you wish to reserve your bike, simply tap or click on the basket icon on the top right of the screen.

You will see a summary of your order, where you can view and edit your basket or simply proceed to our Secure Checkout [Go To Checkout.]. Additionally, from time to time we offer limited time promotions and if you are lucky enough to have one of our limited Promotional Codes then, you can add it here to see what your order sub-total will be.

If it’s your first time shopping with us then you can checkout as a guest in the first instance for a faster checkout experience. However, we strongly recommend that you set up a Freewheel account at the end of the check out process.

Why become a registered customer?

Quick access to your account: We hope that you will shop with Freewheel on a regular basis. Becoming a registered user gives you greater control of your account. For example, you can set up various delivery addresses, quickly reorder your favourite items and see your order history. Plus, you will benefit from exclusive offers specifically for our loyal customers.

Additionally, by becoming a registered customer gives us a greater understanding of your preferred cycling requirements making sure we only send you offers that are relevant to you. As a registered customer you will also be able to track orders more conveniently.

Checkout as a registered customer: Once you have an account registered with us, you may be asked to login, and then proceed to the ‘Checkout’ each time you shop. For even quicker access to the website we do provide the option for you to login with your Strava or Facebook account.

Can I order by phone?

Sometimes it’s good to talk: Our knowledgeable staff are on hand to help you with any bike related questions. If you are unable to place an order on our website, please get in touch. Please make sure you have details of the items you require beforehand. We may instruct one of our participating stores to contact you if the query is regarding bike availability. Please call our Customer Service Team on +44 (0) 208 385 3400

How can I pay for my order?

Reserve & Collect: In most cases, Reserve and Collect means that you are notifying one of the participating Freewheel bike stores of your intention to collect and pay for your items in store. Each store will have their own preferred payment methods but in most cases these are standard methods usually found on the high street such as Maestro, Visa Debit, Visa Credit and MasterCard. There is also the added convenience of contactless payments for orders under £30. Additionally, some stores may also accept Apple Pay.

Home Delivery: For Home Delivery orders we accept several payment methods. You'll need a credit or debit card registered to a UK address 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. Payment for Home Delivery orders are taken as soon as you place the order. However, for your peace of mind all payments our subject to security and fraud checks and there maybe a slight delay until the payment is authorised and processed.

Can I add products to an existing order?

For Reserve & Collect: Unfortunately you cannot add items to an order placed online for Reserve & Collect once the order has been confirmed. However, if your preferred collection store has the additional items in stock then they will add these items when you come to collect the original order. Then you just have to pay for the total value directly to the store.

For Home Delivery: Once an order has been placed for Home Delivery and you have received an order confirmation number, items cannot be added the order. Please place a new order for the additional items and we will do our best to get your additional items to you as quickly as possible.

I’ve been sent a Promotional Code, how do I use it?

Promotional Codes: From time to time we send out a limited amount of Promo Codes that can be redeemed during the checkout process to save you little bit extra. You can check the subtotal in the view basket area selecting [Apply Promo Code] prior to checking out so that you have an idea of how the Promo Code will affect your order. Alternatively, you can select [Apply Promo Code] during the Checkout Process.

Please note: All promo codes should be entered in the format provided. Please be aware of any restrictions and validation notifications provided with the code.

We reserve the right to alter and end promotional codes at any time.