FAQs

FAQ

Got a problem? We can solve it

What Is Reserve & Collect?

Collect from your local bike store: Collecting cycle accessories and clothing from the nearest bike store associated to the Freewheel Network is very convenient. We call this service Reserve & Collect.

Each store offers a quick collection service. If the items you require are in stock then you should be able to pick up within as little as three hours*. The website indicates available stock levels at each store and if the store does not have the items, we can usually arrange for a new delivery to the store allowing you to pick up your new gear in approximately 2-3 working days. Once you have completed the order you will receive a Collection Notification email or SMS from the store once they have prepared your order for collection.

Please note that when reserving a new bike the process is different. Bike reservations require store technicians to set up and carry out a Pre Delivery Inspection for each bike which can take longer.

* Collection times depend on when the order is placed and store opening times.

Which stores offer this service?

The Freewheel Network: You can enjoy our free Reserve & Collect service at participating stores nationwide. The availability of items depends on stock levels at the stores closest to you.

You can check stock of individual items using the [Check Store Stock] on each product page for individual items, or check stock for all of your items at once on the basket page. You have the option to select your preferred store as soon as you visit the website.

How do I choose a store?

A growing network of stores: To select the most convenient store location simply tap or click Find A Store at the top of each page, or on each product page please do the following;

1) Select your colour choice (if applicable)
2) Select the product size if applicable
3) Choose the quantity required

You will the see the following notifications:
Reserve & Collect Available: Check Store Stock
Home Delivery Available

If both options above display a green tick then both options are available to you. If one or other of the option has a red tick then that option is not available. Therefore, please select the only available option.

How do I Reserve and Collect a new bike?

Professional bike service: Simply select the size and colour of the bike you require and check stock at our stores. Don’t worry if the bike you're interested in is not available immediately at your preferred store. In most cases we can get a bike to the store within two working days from our central distribution centre (subject to availability). Once you are happy with your bike selection simply [Add to Basket] and complete your details. You will then be emailed an order confirmation and the contact details of the store that will prepare your bike for you. We aim to get your bike set up and tested as quickly as possible. The store will contact you directly to guide you through the process.

When can I collect my order in store?

In a little as three hours: Your order should be available to collect from three hours after placing your reservation. However, this does depend on what time of day you placed your order and the opening times of the store you have selected. Some stores may be closed on Sundays and Bank Holidays. Additionally, the fastest service depends on product availability.

You will receive an email, call or text to let you know your order is ready to collect. This means that the store will have processed and picked your items and updated our system. Please make sure that the contact details you provide are accurate. If you arrive at your chosen store before you receive a 'Ready to Collect' notification, your items might not be ready.

What if my store does not have my item(s) in stock?

Regular Store Deliveries: If the store you choose does not have the stock immediately to hand then in most cases, your items can still be ordered and will be available for collection within in 2-3 working days. This means that we will send your required items directly to the store from our central distribution centre. We normally dispatch to the store Next Day (Mon-Friday excluding Bank Holidays).

Do I need to bring anything when I come to collect?

Collection Notification: Before you head out to collect your order, please make sure you have a copy of the Collection Notification that we sent to you via email or SMS. This contains your reservation number and contact details. Please show this to a member of staff in your nominated store. You may be asked to show some form of identification (ID) prior to your reservation being released. Once you are happy that your order is complete you simply pay the store directly.

What happens if I can't collect my order on time?

Please Contact The Store: We hold all reserved items for a maximum of three working days, but if you need extra time to make your collection it may be possible to keep them for longer if needed. Please call the store directly and tell them when you will be able to collect your reservation.

You'll find the store's contact number on the confirmation email you received when placing your order, or you can find the details of your store by visiting our store locator.

The price is different in the store: Which price do I pay?

You pay the lowest price: We try to make sure our online prices match those in all the participating independent bike stores. However, if you find a lower price while you're in store, you'll always benefit from the better offer.

Why can’t I Reserve & Collect an item or bike I have seen?

Huge inventory: Many of the participating stores have access to most of the products featured on Freewheel. However, due to our large inventory it is not practical to hold all products in all independent bike stores. Additionally, some products are only stored at our central distribution centre. These items are only available via Home Delivery.

Please note: Some stores may only have an agreement with us to supply cycle accessories and clothing only. This means that our bike brands are not available to Reserve and Collect in these particular locations.