FAQs

FAQ

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How do I return an item I had delivered to my address?

Simple returns process: We will refund orders deemed as Home Delivery within 28 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. Refunds will be made to the original method of payment and account holder. Please contact our Customer Service Team should you wish to return a bicycle purchased online, who will arrange a returns pickup. Dangerous Goods must be returned utilising the provided DPD label, if you are unsure please contact Customer Service .Products such as food, some clothing and face masks are excluded.

How do I return a Reserve & Collect order ?

Please visit the store: If you are unhappy with the items you collected from the store you nominated for Reserve and Collect we would kindly ask you to return the item(s) to this store. As the final transaction was completed with the bike store they will be able to process your refund or an exchange far quicker.

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 14 days of receipt of your items. However, if you're returning a faulty item we will refund the postage once we've received the item back to our returns centre and verified the fault.

I'm not happy with the bike I purchased?

We want to get it right: If you have purchased a bike from one of our participating bike stores and you feel that you are not satisfied with your bike, please return it to the store within 30 days. The store staff will discuss the options available to you and quickly rectify the situation.

What warranty do I get with my new bike?

One Year Warranty: All bikes have a limited warranty and components are covered for one year from date of purchase - all to the original purchaser. Any part or frame failure that you would like to have inspected, as a warranty case should be first dealt with by the participating bike store where you originally purchased the bike from. If there is a case, then the aforementioned will be sent to us for further inspection and outcome. Please remember to provide your proof of purchase.

I have received a faulty or wrong item what should I do?

We aim to get it right every time: However, occasionally things may go slightly wrong. Please contact us immediately if there is an issue with any of the items you have received in your parcel. Please let us know within seven days of receiving your items to help us to rectify the issue as quickly as possible.

I appear to be missing some items - why is this?

Please allow some time: If your item(s) appear to be missing please contact us. Your order may arrive in separate parcels as we send orders from two main distribution centres. Please allow time for your additional items to arrive. Additionally, we are instructed by our couriers to wait for this stipulated time period before a parcel can be deemed as lost in transit. If there are delays we will make every effort to track down the parcel through our distribution network. During extreme weather conditions deliveries maybe delayed or backlogged.

What is your returns address?

Please complete our returns form: For Home Delivery orders please complete our returns form indicating the reasons why you wish to return products to us. Once completed please place the form in your parcel.

Please return your item(s) via the Post Office, remembering to get proof of postage, as we cannot take responsibility for lost parcels. Please don’t post your parcel through the post box without getting proof of postage first.

Download the UK returns label and remember to add your order number – you’ll find this in the Order History section on the My Account page. Please send your parcel to the following address:

Freewheel Returns
Roebuck Way
Knowlhill
Milton Keynes
MK5 8HL

CollectPlus:
Step 1: Write your Freewheel order number in the specified box on the CollectPlus returns label and stick it on your parcel, ensuring it covers any existing barcodes or labels. If you do not have a return label, you can print one for free by visiting collectplus.co.uk/freewheel.
Step 2: Drop your parcel off at any one of 7,000 locations offering the CollectPlus service. Keep your returns receipt safe until you receive your refund.
Step 3: We will credit you by reversing your original transaction shortly after your return has been checked and processed. Please allow up to 14 days to be refunded.
Step 4: Once your refund is complete, we will send you a confirmation email.
Step 5: Unfortunately, items over 10kg in weight, or larger than the maximum dimensions of 60cm x 30cm x 30cm, cannot be returned via the CollectPlus service. Please contact our Customer Service Team to arrange an individual collection.

Reserve & Collect orders: For item(s) collected from one of our participating stores please return directly to the original store. Please provide proof of purchase and the original packaging.

How should I return item(s) featured in a Freewheel promotion?

Please return all items: From time to time we may run special promotions which feature multiple products. For example:

3 for 2
Buy One - Get One Free
Buy One - Get One Half Price
Buy X and receive a Free Gift.

If you decide that you would like to return any item(s) associated with these types of promotions then all of the items included in the specific offer must be returned.