Help & FAQ

Buying?

We provide the bike size and a general size chart . We can provide a full geometry chart from the manufacturer if available, or please come visit us at the store where you can try out the bike for size.

If you have already had a bike fit done we can use those measurements to check if a bike is the right size for you.

If you haven't had a bike fit done we can use our knowledge and experience to help get you onto the right sized bike.

All of our bikes are checked and serviced by a Cytech accredited mechanic. Frames are carefully inspected and parts that need replacing are replaced before the bike is handed over to you. We have many years' experience in checking over used bikes so you can feel comfortable in the knowledge that your bike is safe and mechanically sound.

We provide a 3 month warranty as standard, a year warranty for higher priced bikes and pass on manufacturer warranty where possible.

We only accept £ GBP Sterling. Generally you can pay with your local credit/debit card and your bank will transfer it into GBP.

If you wish to see the price of a bike in your currency then this can be changed at the top of the page.

Yes, get in contact or drop in the shop and we can arrange that for you.

Most of our bikes can be test ridden, we just need some advance warning to make sure that they're ready for you to ride.

We can provide pedals as well and guide you to a quiet residential road nearby where you can get to know your potential new bike.

If you have any issues or queries after you have purchased your bike then please feel free to contact us or visit the store.

Selling or Part Exchanging?

We can take your existing bike, frame set or wheel set as a credit for any purchase with us. This means you reduce the cash required to upgrade or change your ride. This is a very popular and cost effective way of transacting with us. Just let us know the details of the item you would like to exchange and we will give you a part exchange value which can be used as credit against any item we have in stock. You can also use the credit for a purchase with one of our 'Partner Stores'.

Cleaning is recommended as it means the estimated price will be more likely to match the final price. If the bike is dirty it will potentially be hiding issues that need to be priced into the quote. We service all the bikes before sale anyway so servicing not essential, although a well looked after and serviced bike is likely to get a better price.

If you are looking to part exchange then we can price and accept most bikes.  After many years buying and selling used bikes we have and established pricing model that is fair and also enables us to sell on bikes at a reasonable price. We base all our pricing on the age and spec of a bike and how much you can currently buy it for online.

If you are looking to sell a bike to us outright as a general guide we're only likely to price bikes from popular brands and that originally retailed at more than £1500.

Does my bike have to be in perfect condition to get a quote?
No as long as you describe every defect we can still price it assuming the general guide above is adhered to.
All our quotes are subject to an assessment by our mechanics.

We consider the following factors before making an offer for a bike:

Price when new

Age and model year

Demand & supply of make and model

Condition of bike and usage.

Components with any wear and tear will be factored in to the price. We sweep prices from all online marketplaces, retailers, shops, direct distributors for most up to date pricing. The second-hand value will be directly related to what the bike can be bought for new.

Either drop the bike in at Cycle Exchange Kingston, address in the footer. Or pack the bike in a bike box. Get in touch if you need help with that, we can send you a ready made box with all the necessary materials and instructions for £50. Once it is packed let us know and we will arrange collection (which also costs £50 inc insurance). We will send a package label to stick to the box. Someone will need to be in on the day of collection. We use Parcelforce and they do not allocate a time slot. You are welcome to arrange delivery to us via courier yourself. Get in touch if you don't want to pack the bike, we sometimes are able to offer a pick up service.

No. We need to check the bike is sound mechanically and that the details provided to us match the bike when we inspect it. Any defects not described will need to be reflected in the final price as will the cost of replacing worn parts. If the bike presented is not as was described for the original quote, it will need to be re-priced accordingly.

We transfer the money via direct bank transfer when the bike is dropped or collected and has been checked and approved.

Orders, Delivery & Returns

Note some international destinations may have restrictions on the size for whole bikes. In this case the rear wheel and rear derailleur will also be removed. We will let you know if this is required as this will need to be re-assembled by someone with basic bike mechanic skills. It is advised to get this done by your local bike shop unless you have done it before.

UK Orders

All UK orders are posted by ParcelForce unless otherwise advised.

You can track your order here.

International Orders

If you have ordered from outside of the UK you should have already received tracking information. If you haven't please contact us.

UK DELIVERY

We use Royalmail and ParcelForce. We have a simple flat delivery cost as below, and always insure our deliveries.

Whole bikes take two days to courier from when the item is collected, smaller items take one day from when the item is collected. ParcelForce does not provide individual time slots for delivery.

Bikes £40

Frames £20

Wheels £20

Parts £10

EU DELIVERY

We choose the most efficient and cost effective courier based on your location. We fix our costs as below and always insure our deliveries. Delivery times are normally 2-5 days, but we will let you know once we receive the confirmed order.

Please ask us for a quote.

OTHER DESTINATIONS

Please contact us or checkout as normal and we will let you know the delivery costs. Based on your location and purchase we like to find this best courier option for you.

We pack a whole bike as simply and safely as possible.

The front wheel is removed and the handlebars are unscrewed and packed beside the frame with plenty of packaging and bubblewrap everywhere. The seat and seat post are also removed. On receipt you will need to re-attach the handlebars, put the front wheel back on and re-insert seat and post . It's a simple job with an allen key but if in doubt your local bike shop should do this for a small charge.

If you don't like the bike or it doesn't fit then we're happy to take it back within 14 days of purchase. We just ask you to cover return shipping and return it as bought. If there's a mechanical defect that is covered under the terms of the warranty we will replace or refund fully including shipping costs.

If returning a bike please use a secure and reputable courier. We strongly recommend you use a service that provides a certificate of postage and a tracking number.

Once we receive your bike, we will inspect and process it within 24hrs. Refunds will automatically be issued to the same payment method used to purchase the goods. As soon as your return has been processed by our team we will email you to let you know.

If you wish to return a bike please email us at support@cycleexchange.co.uk

For returns please use the following address:

Returns
Cycle Exchange
27 Sury Basin
Kingston-upon-Thames
KT2 5NZ
United Kingdom

Warranty

You are covered. We warranty every product that we sell so you feel safe in your purchase.

Where there is a manufacturer warranty in place we will indicate that in the specification.

We also cover every purchase with either a 3 month or one year warranty depending on the sale value of the item.

We are a high volume seller of carbon fibre components, many previously used. Each is carefully checked by our team of experienced mechanics and buyers and referred to an independent carbon specialist if required.

Should for any reason a carbon fibre component develop a structural issue after sale we will replace or refund in the warranty period. That does not include damage occurring after purchase.

We do not offer warranty on used power meters. Any bikes that feature a power meter are priced as though it is a standard crank.

3 months warranty on everything Bikes bought at £3995+ have an extended warranty on the frame for one year.

Frames £2495+ are extended to one year for the frame

Plus any manufacturers warranty that still exists

We provide you with a 3 month guarantee commencing on the date of delivery of your bike (the guarantee period).

This is extended to one year for the frame only:

For bikes where the purchase price is £3995+

For framesets where the purchase price is £2495+.

This is in addition to any manufacturer warranty that may still exist on the product.

The effective warranty is detailed in the product listing. Manufacturers warranties vary, please refer to their warranty terms on their website. We ensure all bikes and parts sold by us are not stolen, are mechanically sound and 100% road worthy.

We stand behind every sale with a warranty that means you get full peace of mind with your purchase.

Each bike get's a full safety check and quality review, and is then serviced and refurbished up to a high standard to ensure that it is in a condition that is ready for sale and your use. This means you are getting bikes that function as good as new but at superbly low prices.

If you feel we have fallen short of this promise, please do let us know. Our guarantee (the guarantee) does not affect your statutory rights.

This guarantee is regulated by the sale and supply of goods to consumers regulations 2002.

Please see our full terms and conditions here.

During the guarantee period, if you become aware of any material defects relating to the bike please contact us by email at support@cycleexchange.co.uk quoting your order reference number.

The guarantee provides you with peace of mind during the guarantee period that the bike you have purchased from Cycle Exchange is suitable for its intended use (i.e cycling!). If you find any reason to believe the bike is not in working order please contact us as soon as possible so that our accredited mechanics may address your concerns.

If any mechanical parts are faulty by reason of anything other than fair wear and tear resulting from your use of the bike during the guarantee period, we will take steps to repair or replace them at no cost to you.

Please note that this guarantee does not cover general wear and tear on perishable items on the bike such as tyres, inner tubes, brakes, brake and gear cables, brake pads, light bulbs, chain rings, chains, cassettes, rims, batteries etc.

We do not offer warranty on used power meters. Any bikes that feature a power meter are priced as though it is a standard crank.

International Customers

For non EU and UK buyers we are able to remove VAT from the price but ONLY on items where VAT was charged to us. If we bought an item second hand from an individual they will not have charged us VAT and therefore we can not remove it. We will remove the VAT charge automatically if it can be when you switch currency/destination on the website.

Import duties may be charged by customs when you receive the goods. The charge is payable by you. Where and how that gets charged varies by country but usually it will be payable to the courier when the goods are dropped to your house or local post office.

Here is a useful link for guidance on Import Duties www.dutycalculator.com

Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union. That is also important to ensure the item is insured whilst in transit to to the correct value.

Customers outside of the UK must follow the instructions below along with our standard returns procedure. To help us deal with your return to us quickly and efficiently you must mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document ( CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender. If it’s a warranty return we will refund the cost of returning the goods as well as the goods value itself. You have two weeks from receipt of goods to send back if you don’t want the product. You will need to cover the return postage including insurance if you don’t want it.

Most of procedure here is the same worldwide for remote exchanging. If we’ve given you a part exchange quote then we refund you that amount only once we receive your exchange item. Here’s a quick guide:

1. We agree a price for your item against one you want to buy from RCE
2. You purchase the item from RCE at full list price
3. We send the item you have purchased by courier.
4. Once you receive it and are happy with your item you carefully pack your exchange item into the same box using the same wrapping.
5. For UK based customers we will then organise collection, just give us a nod that it’s ready. For International customer you will need to organise delivery to us at Cycle Exchange Kingston.
6. Once we receive your exchange item we will inspect and refund the exchange value either to your payment card or direct to bank account.

Klarna

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

We have partnered with Klarna to offer interest-free credit as an option when purchasing with us.
With the Klarna Financing payment plan, you can spread your payments over 12 months interest free, or over 24/36 months at 9.9%. We also offer Klarna's Pay Later In 3 instalments plan too.

Finance

Purchasing with Klarna Financing is simple. Add the product you wish to purchase to your basket and proceed to the checkout as normal. Then select the “Pay Over Time” payment method. This will start your application with Klarna Financing. You will then be asked to provide some basic information, followed by details required to check your eligibility. If you’re approved, your payment plan will be created and your order will be automatically placed with us. It’s a short application and you won't have to leave our website.

Pay Later In 3

Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Cycle Exchange and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Klarna - Pay In 3

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Cycle Exchange run credit searches against you that could impact your credit rating.

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

As soon as Cycle Exchange have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Cycle Exchange from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.

You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Payment information is processed securely by Klarna. No card details are transferred to or held by Cycle Exchange. All transactions take place via connections secured with the latest industry standard security protocols.

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .

Once Cycle Exchange has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

In the event that your goods have not been received please call Cycle Exchange to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

Klarna - Fixed Sum Credit

Purchasing with Klarna Financing is simple. Add the product you wish to purchase to your basket and proceed to the checkout as normal. Then select the “Pay Over Time” payment method. This will start your application with Klarna Financing. You will then be asked to provide some basic information, followed by details required to check your eligibility. If you’re approved, your payment plan will be created and your order will be automatically placed with us. It’s a short application and you won't have to leave our website.

You will need to provide your name, billing address, email address and phone number, as well as some basic employment and bank details.

In some cases, Klarna may offer finance contingent on the applicant paying a portion of the balance
up front. If this is the case, you will be prompted to make a deposit during the application flow

Our interest-free offer means that you won’t have to pay interest. The monthly instalments will be
collected automatically from your bank account via Direct Debit. Please ensure you have enough
funds in your account to cover the repayment on your due date.

To be eligible for Klarna credit products you must be at least 18 years old and a UK resident. Your application approval is subject to Klarna's review of your financial circumstances and a full credit search.

When you apply for Financing with Klarna, Klarna will make a full credit search with credit reference agencies who supply Klarna with credit information. The agencies will record details of the search, which can be seen on your credit file, whether or not credit is granted. This record will also be visible to third parties and may affect other organisations’ future decisions on whether or not to provide you with credit. For any questions relating to the credit check process, contact Klarna’s customer support team

Your monthly payment must reach Klarna by the payment due date.

Klarna will also report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Late or missing repayments may have serious consequences for you and cause you serious money problems. Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future. If at any time you miss consecutive payments, Klarna may serve you a default notice requiring you to repay what you owe. If you fail to do so, Klarna may terminate the Agreement and assign or sell the debt to a debt collection agency who will become responsible for recovering the debt themselves.

If you are having trouble making repayments, please get in touch with Klarna customer service via the support section of the Klarna app or via Klarna’s customer support page

If you have selected the Klarna Financing option to pay for your purchase, Klarna will send you an email confirming your purchase details. The email will contain a link to Klarna’s online portal or to download the app, where you can manage your purchases with Klarna. It is essential that you provide accurate information during checkout to ensure that you can receive Klarna’s communications

During the Klarna Financing application you will be asked to set up a Direct Debit Mandate from your bank account. Klarna will draw your monthly instalments from your bank account automatically via this Direct Debit Mandate so you don’t need to do anything

As soon as the store has registered your cancellation or your return, we will credit the balance back to you or process a refund within the next 5 business days

Please contact our support team at support@cycleexchange.co.uk to process your return. Once your return has been processed your Klarna Financing plan will be adjusted.

Please visit Klarna’s customer service page for a full set of FAQs. Alternatively, you can contact Klarna via live chat from their website, by downloading the Klarna app or over the phone at 0808 189 3333.