free delivery on UK orders over £50 | need help or advice? call 01642 710 232 | price promise - enquire today

Frequently Asked Questions

How long will my order take to arrive?

Typically we dispatch any mainland UK orders for components and accessories via 24 hour courier if the items are all in stock in store. We send bikes via 48 hour courier, pending availability and following a bike safety check.

Some items are ordered in from distributors and so may take a few days to get to us before being shipped out.

International orders can differ in delivery duration, although once dispatched from Westbrook Cycles most orders should arrive in under 5 days.

Scott and BMC products can involve a lead time, which is usually indicated on each products.


Can I track my order?

Once your order has been dispatched you should receive an email with a tracking number and listing which courier we have used. You can use these tracking details on the relevant tracking website:

Parcelforce (Generally used for International orders)

DPD Local (Generally used for UK orders)


Do you deliver to my country?

We ship to most major countries worldwide. To check if we deliver to your country, you can add an item to your basket and request a shipping quote on the basket page.


How do I return/exchange my order?

Items can be returned for refund or exchanged either in store or via post. Some exclusions apply. Our full returns policy and process can be found here.


Can I use paper/printed gift vouchers online?

No, our printed gift vouchers do not work online and can only be redeemed in store.


How long will it take to get my refund?

Once we have received your items back to our store we aim to process the refund within 48 hours. In busy times this period may be longer. Depending on your payment method issuer it can take up to 10 days for funds to be returned to your account.


 


Will the recipient have to pay duty on the order?

Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation. Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. Westbrook Cycles cannot offer any assistance in these processes.


What do I do if my item arrives faulty or damaged?

In the event of an item turning up faulty or damaged, you should email sales@westbrookcycles.co.uk where our sales team will advise on how you should proceed. You can refer to our full returns policy here.


Do you offer interest free credit?

Yes, we offer 0% APR finance packages. See our finance information page for more details.


Why do you not accept cheques? 

Paper cheques take too long to administrate and to clear. This prevents us dispatching goods quickly and creates unnecessary work.


I made an eCheque payment via PayPal, when will my goods be sent? 

eCheque payments, like their traditional equivalents, take up to five working days to clear through PayPal and until they clear we can't dispatch your goods. Please note that we really don't recommend this form of payment as our stock system doesn't allocate you your selected goods until the funds clear into our accounts, meaning the item could become out of stock whilst waiting for payment to clear.


Do you have everything on your website in stock?

We don't always have particular items in stock. Some of our brands are linked in with the manufacturers via an online stock feed meaning it may take a couple of days for it to reach the store. If you need an item urgently or from our retail store, please contact us on 01642 710232 or via our contact page to confirm availability before making your way to the store.


Can you send me a catalogue of one of your brands? 

Sorry, we don’t send out catalogues anymore. Generally the catalogue of the brand you're looking for is available online directly from the brand's website. However, if you can't find the information you are looking for please don’t hesitate to contact us and we will help you find the information you want.

Top