We believe that talking in depth with customers either face-to-face, over the phone, or via email enables us to understand fully your riding background, what you plan to use your new bike for, and helps us to advise you properly on which bike is best suited to your requirements or how it can be tailored to meet your individual needs.
For this reason we do not currently accept simple “click to buy” on-line orders (with exception of our Ebay shop, through which we do sell some used or ex-display items). This is not in order to try and hit you with a sales pitch – far from it. The reason we like to talk to people is that we have unrivalled expertise in and hands-on experience of, the products that we sell – and we can use that expertise to fine tune your purchase (for example to make no-cost adjustments in size, shape or colour of components) as well as making sure that the bike you are interested in will do everything that you need it to.
If you are an experienced rider we are able during our conversations with you to establish exactly how you would like your bike to be set up, rather than just supplying what comes as standard from a manufacturer.
A large proportion of our customers are less experienced, and straight forward examples of the kind of guidance we offer to people on a daily basis include things as simple as what size of bike will fit them best, which gear ratios are most suitable for their riding, what width of handlebars or length of crank will be optimal, which wheels will perform best for their weight and riding style etc. Most of this adds nothing to the cost of your bike – but makes a massive difference to how it will ride!
Many of our customers first make contact with us either by phone on 01584 879245, via our Contact Page or using email- we will always respond in full to your queries, but are sometimes unable to do so immediately as the volume of calls and emails is often very high, and try as we might we can’t get back to you straight away.
The whole buying process can of course be carried out remotely, especially for customers who are confident about their bike setup and sizing, but a significant number of customers who initially talk to us from afar do come over to see us in order to take advantage of our fitting and set-up expertise, to look in detail at physical display bikes or to carry out a test ride.
As in-depth viewings, discussions and fitting sessions all require a member of our team to be available to look after you properly for an extended period of time we operate an appointment system for Sales visits – so please contact us in advance to book your appointment. It only takes a few seconds to make a booking over the phone on 01584 879245, via our Contact Page or by email. As we operate a large number of appointment slots we can normally find a slot that will suit you, although in busy periods we can be fully booked for the following few days.
Our new buildings feature comfortable customer reception areas for Sales and Service, as well as bike display/viewing areas, fitting suite and parts counter.
We will always have a selection of featured bikes on display in our reception area, but will hold many more display bikes behind the counter in the warehouse that is visible, but not directly accessible, from our reception area – ready to show you and discuss in depth during your sales appointment.
This new arrangement allows us to hold more bikes than we did previously, but in a much more compact space than in a conventional “self-service” showroom, and enable us to bring bikes out for you to handle and look at properly, in detail, rather than leaving you to search for a needle in a haystack – it also frees up our staff from monitoring an open showroom, meaning that they can to talk to people properly face-to-face when they visit.
On the parts front, rather than providing a conventional self-service retail space where customers help themselves and then proceed to a till to pay for goods, we now hold extensive stocks of parts in our stockroom and bring them to you at our parts counter – with the large increase in different parts and standards that we have seen in recent years this will help to ensure that you get the correct item for your needs.
Because our focus is very much on bikes, and the parts that are fitted directly to bikes, we will not in future be stocking some of the things that are part of a traditional high street bike shop range, such as food and clothing (apart from our own Epic branded jerseys). Our inventory of spare parts for bikes will however continue to be comprehensive!
And please don’t think that we are a faceless mail order warehouse – although we don’t operate a traditional “self-service” showroom, Epic Cycles is a welcoming and comfortable with proper bike displays and viewing facilities, all set in a quiet location away from the bustle of a high street, so that we have the time and space to talk to you properly about your requirements.
We have an enormous range of the very latest road bikes, backed by a fleet of test bikes, so that you can make an informed selection and try before you buy. And we always have coffee on the go, together with some soft seating should you need to wait for anything, such as a final bike set-up etc.
Either way, we will not blind you with science or try to sell you something unsuitable, and none of our staff work on commission, so you will not be subjected to any hard selling techniques.
All bike purchases include a free professional set-up session, but if you are unable to visit the store we will happily advise on sizing over the phone or via email. If you would like a full sizing session please allow at least an hour – significantly longer if you plan to take a bike for a test ride!
If the item you require is in stock and needs no alteration or customisation you can either take it away or we will deliver it to you. If the item you require needs to be custom built or adapted for you, or needs to be ordered in from a supplier or reserved for you, we will take a deposit to secure your order/item and either ship it to you when it is ready or let you know when it can be collected.
For bespoke items, such as made-to-measure framesets or unique paint finishes, or items that are not part of our standard range and so need to be ordered or manufactured specifically for you (i.e. are special order items), we may need to ask for advance payment in full.
All cancelled bike orders are subject to a £50 admin fee, to be deducted from the deposit paid. Unless otherwise stated in writing, deposits are non-refundable on custom built, special order or bespoke items once orders have been confirmed by Epic Cycles, including bikes that have been altered to fit, e.g. by cutting the steerer.