FAQ

Frequently Asked Questions

General

Our Sales Department is open to callers by appointment at the following times:

10am-5pm on Monday to Friday, 10am-2pm on Saturday.
Closed Sunday and Bank Holidays.

Our Service Centre opening hours are:

10am-5pm on Monday to Friday.
Closed Saturday, Sunday and Bank Holidays.

The e-Bikestore is part of Epic Cycles in Ludlow, and we love to talk with our customers over the phone on 01584 705042, face to face, via email or using our Contact Page.

Buying a bike should be an enjoyable experience, we will do everything we can to ensure that it is – we offer honest advice and guidance, based on unrivalled expertise and knowledge of all of our brands.

We will always respond to your queries and calls, but we are sometimes unable to do so immediately as the volume of calls and emails we receive is frequently very high, and try as we might we can’t get back to you straight away. We also try to reply to all queries fully – not just with short “yes” or “no” answers, but with information that we hope will be of genuine help.

And we will NEVER try to sell you something that is not 100% suited to your requirements – so please forgive us if we bombard you with questions to fully understand your needs.

We are part of Epic Cycles in Ludlow, under a minute from the A49 by car, and around 10-15 minutes on foot from the nearest railway station – full instructions can be found here.

We have a large customer car park to the side of our Sales Department and Service Centre – and the centre of town is around 3/4 mile away.

Purchasing and Pricing

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 or fitness background, what you plan to use your new e-bike for, and helps us to advise you properly on which e-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 in-depth expertise in and hands-on experience of, the products that we sell – and we can use that expertise to making sure that the e-bike you are interested in will do everything that you need it to.

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, 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 set-up expertise, to look in detail at physical display e-bikes or to carry out a test ride.

Sales Appointments

As in-depth viewings, discussions and test rides 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 705042, 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 e-bike display/viewing areas, changing room and parts counter.

We always have a selection of featured e-bikes on display in our reception area, but hold many more e-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 arrangement allows us to hold more e-bikes than in a traditional high street store, and enables us to bring items out for you to handle and look at properly, in detail, rather than leaving you to search for a needle in a haystack in an open showroom– it also frees up our staff to talk to people properly face-to-face, without interruption, when they visit.

On the parts front, we hold extensive stocks of spares in our stockroom, which we will bring out to you at our parts counter – with the large increase in different parts and standards that we have seen in recent years this helps to ensure that you get the correct item for your needs.

Please don’t think that we are a faceless mail order warehouse – although we don’t operate a traditional “self-service” showroom, our store is a welcoming and comfortable place 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 a huge range of e-bikes, backed by a demo fleet, so that you can make an informed selection and try before you buy. And we always have coffee on the go, together with soft seating should you need to wait for anything, such as service work.

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.

If the item you require is in stock and needs no significant alteration you can either take it away or we can deliver it to you. If the item you require needs to be 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.

All cancelled e-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 we have confirmed your order.

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 e-bike for, and helps us to advise you properly on which e-bike is best suited to your requirements or how it can be tailored to meet your individual needs.

The entire conversation and buying process can of course be carried out remotely, 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 e-bikes or to carry out a test ride.

As in-depth face-to-face viewings, discussions and fitting sessions all require that a member of our team to be available to look after you properly for an extended period of time, without unnecessary distractions or interuptions, 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 705042, 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.

We operate a comprehensive fleet covering most of the best sellers in our e-bike range, so test rides are available on many of our most popular models – but please call or email us to confirm availability of model/size as we can’t possibly carry every model/size combination!

Before you head out on a test ride we will take you through the motor controls of the particular models you are interested in, and also carry out a brief set-up session, where we adjust the saddle and handlebars to fit you as an individual.  A proper set-up makes a huge difference to your comfort and safety, as well as ensuring that the e-bike will handle perfectly.

We have planned out a couple of test routes that offer a combination of flatter, rolling and hilly terrain, to give you a good feel for how the e-bike will handle differing conditions.   The roads and lanes immediately around the store are pretty quiet and varied, as well as being quite scenic. Some of the surfaces are not the smoothest, so they should offer a realistic test ride in typical UK conditions.

As test rides require a dedicated member of our team to be available for an extended period of time in order to look after you properly, and in an unhurried setting, we operate an appointment system. Please contact us in advance to book a test ride, and to make sure that your chosen bike is not already in use, as we can be fully booked for the following few days or even weeks, especially during holiday periods and on Saturdays.

Many customers have a particular model in mind, while others will want to test-ride more than one bike before making a final decision.  From our experience of several thousand test rides we know that it gets surprisingly confusing if people test ride more than a two or three models.  So we generally advise people to try and narrow down their choice to just a couple of e-bikes – we are very happy to advise you on which e-bikes are most suited to your needs, and we usually find that one or two emerge quite quickly as favourites.

Finally, if you do plan to test ride a bike please bring an official government issued form of photo identification with you (drivers licence or passport), as this is a condition of our insurance cover, together with some suitable clothing.

If you are unable to visit the store for any reason we can happily advise you over the phone or via email on suitable e-bikes, and on how to set up and operate them.  We will need to ask you to collect some key measurements for us, which we can take you through over the phone or via email.

As you may be aware, the e-bike industry is currently going through a period of extreme price volatility. If we have given you a written quote for an item the price will be valid for 7 days – however, even though we can’t guarantee prices for any longer than this in the current climate, in practice most quotes will remain unchanged for much longer.

Once you have placed a confirmed order with with us (secured by a deposit), the price of your order will of course remain fixed as long as you don’t make any changes to the order content or to the delivery destination.  For 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 e-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 we have confirmed your order.

We try to make things as flexible as possible, so we accept most common forms of payment, from cash and cards to 0% Finance and Cyclescheme.

We are able to take payments using all major debit and credit cards – please note that for card payments over the telephone we will need to verify your card and shipping address, and may occasionally need to ask for additional security checks for high value items which can take up to 3 working days to complete.

We also accept payment using BACS transfer and in cash for personal callers – please note that we can no longer accept personal cheques.

We can also accept payments on-line payments using PayPal, whether you have a PayPal account or not. For many customers this is a convenient, secure and efficient method of payment.  If you would like to make a payment pay using PayPal please visit our Payments page by clicking here or on the Payments link in the top menu.  Alternatively, we can email you a PayPal invoice for your purchase – you then just log into your PayPal account and process the transaction (or enter your card details into PayPal’s secure payment page) just as you would with a Buy-It-Now purchase via Ebay.  Payments using a PayPal account clear instantly, which means fast delivery!

Finally, we are able to offer two ways of spreading the cost of your purchase – firstly through the Cycle to Work scheme, and secondly using 0% Finance – please click on the links for details!

Tuned for Riding (not shipping!)

As a UK centre of excellence for all of our brands we pride ourselves on knowing our products inside out, especially on the technical front.

Our technicians are some of the best and most experienced in the UK, and are regularly contacted by the manufacturers themselves regarding technical aspects of bike and e-bike set-up and optimisation.

When e-bikes arrive with us from the manufacturers, even ones that are entirely standard off-the-shelf models they are either partially built or pre-assembled using efficient but not necessarily optimal techniques. Factory builds need to cater for speed of assembly, and the requirements of secure packaging for long-haul space-saving transportation.

In many cases the factory assembly (if complete) will of course work, but not as well as it could with proper set-up and tuning.

So every e-bike we sell is either completely or partially stripped down, then rebuilt to ensure the smoothest and most reliable operation possible – whether, amongst many other things, it is smooth motor engagement, accurate gear shifting, precise braking, free running bearings with minimal play and noise, or weather proofed seals (not all bikes are built with British weather in mind!).

We inspect all products thoroughly before shipping or collection to make sure they are in perfect condition, we also package everything carefully to ensure that it won’t get damaged in transit – we also attempt to provide as much information as possible to all customers to minimise the chances of purchasing the wrong item (this is especially important for customers who can’t visit the store).

However, despite our best efforts there may be rare occasions on which you need to return the item to us.

1. “Mail Order” or other remote/distance purchases: If you are unhappy for any reason with a non-bespoke item that you have mail ordered from us, either over the telephone or electronically/on-line, simply return the item to us unused, in its original condition, and securely packaged, within 14 days of receipt. Please include a note within the packaging to let us know the reason for the return and a copy of the invoice or receipt that included the item. We will issue a full refund (for bespoke or permanently adapted items please see following paragraph), less any postage costs associated with the return and any refund charges imposed by your credit card company. You will be responsible for the returned item until it reaches us, so please ensure that your return shipment is adequately insured.

1.a. For bespoke items (such as made to measure framesets, hand-built wheels, unique paint finishes, or items that are not part of our standard range of products and so need to be ordered or manufactured specifically for you) or any items that have been permanently adapted for you (e.g. drilled, cut, glued or painted) we will not be able to offer a refund, as the item will be unique to yourself and so will not be suitable for resale or return to supplier.

1.b. If your item is delivered in damaged packaging please advise the carrier immediately (before signing for the package). If the item itself has suffered any transit damage please advise via our Contact page or email, or by calling 01584 705042 within 48 hours, so that we can discuss the best course of action. Do not attempt to use a damaged item under any circumstances. Please inspect your purchases carefully, as any claims for transit/packing damage cannot be accepted once the item has been used.

2. Mail Order and In-Store Purchases: If your item is faulty please contact us immediately (either by visiting in person, phoning on 01584 705042 or via our Contact page or email so that we can discuss the best course of action. If you subsequently need to return an item to us or to the manufacturer for rectification, please note that all warranty agreements are “return to base”, and the buyer will be responsible for any associated postage or return costs.

3. In-store e-Bike Purchases: For in-store collections please ensure that you are entirely happy with your e-bike before taking it away, as we cannot offer refunds if you simply change your mind once an e-bike has been set-up and accepted, unless we have previously agreed otherwise in writing.

4. For other (non-bike) items collected in store we may, at the discretion of the store manager, be able to offer a full refund if you change your mind as long as the packaging is un-opened, the item has not been “special ordered” (i.e. it is part of our normal stocked range and is not a bespoke item), and the item is returned within 14 days with your receipt/invoice.

5. All e-bike orders cancelled prior to delivery/collection are subject to a £50 admin fee, to be deducted from the deposit paid.  Unless otherwise stated in writing, deposits are non-refundable on special order, custom built or bespoke items once we have confirmed your order.

Shipping

UK Deliveries

If you would like us to deliver your item to you, rather than taking it away in person, we are very happy to do so.

Larger items are delivered on an overnight service via a national courier (APC), who will need someone to be at the destination address to sign for the package – for this reason many customers choose to have items delivered to a work or business address.

Smaller items will be delivered via Royal Mail.

All orders over £100 (with the exception of ex-demo, ex-display, used/part-exchanged, and cycle-to-work scheme purchases) will be delivered on weekdays free of charge to addresses classified as “UK Mainland” by APC (this excludes Highlands and Islands – Channel Islands, Isles of Sicily, Isle of Man, postcodes IV, KW1-14, PA34, PA37-39, PH19-40, PH41 Sector 4 and PH49-50, and the Scottish Islands).

Other items (including used, cycle-to-work scheme or ex-demo purchases), or deliveries to non “UK Mainland” addresses, including items purchased from our Ebay shop, will be subject to a small delivery charge that depends mainly on size and weight of the package – in these cases please contact us for delivery prices.

Deliveries via courier are made on Mondays to Fridays – please note that delivery can take place up until 4pm to most areas, and until 5pm in some more remote locations.

Although we are able to ship items out on a Friday, those delivered by courier will not arrive until Monday morning – meaning that they will spend the weekend in a warehouse.  We therefore usually advise customers to delay shipping until the following Monday with the goods arriving on the Tuesday.

All e-bikes are subject to a full Pre Delivery Inspection (PDI) and tuned up ready to ride before despatch. Some larger e-bikes will then be shipped with the front wheel and seatpost/saddle removed, the handlebars swivelled to one side, and if your order pedals these will not be fitted as they tend to puncture the carton. All you will need is a couple of standard allen keys (which are included in our free Care Package) in order to reassemble the seatpost, handlebars and pedals – we will provide verbal or written instructions on how to do this if you need them.

International Shipping

We are able to deliver brand new items, including e-bikes (see below), to most countries using DHL or TNT.

Charges to international destinations vary according to the country we are shipping to, and the nature, size and weight of the item we are sending, so please contact us via email or by calling 01584 705042 for an accurate delivery quote.

Some countries have remote destinations that may attract a surcharge from our carriers, but the following table gives an indication of our shipping charges for most international e-bike deliveries.  Please contact us to confirm these prices for your exact address.

e-Bike Price: <£2000 (excluding VAT) £2000-£3500 (ex VAT) £3500+ (ex VAT)
European Union, Norway, Switzerland: £99 £59 £39
Rest of World: £299 £199 £99

Please note: we are unable to ship eBay items internationally.

Receipt of Goods – Important!

All items will be carefully packed to minimise the risk of transit damage – in the highly unlikely event that your item does arrive with damaged packaging please advise the courier on the spot (before signing for the package). It is important to fully inspect your item before signing for the package as being in good condition – if you are not able to immediately open and inspect the item, please sign for the package as “damaged” or “unchecked” as any issues that arise after the goods have been accepted in good condition will not be accepted by the courier. If upon inspection, the item itself has suffered any transit damage please advise us by phone on 01584 705042 or email within 48 hours. Please inspect your items carefully, as any claims for transit/packing damage cannot be accepted once the item has been used.

We use APC or DHL for most of our deliveries, and they classify places according to postcodes when it comes to charges and delivery timescales.

The areas considered by our carriers as being outside “UK Mainland” for delivery purposes are:

Channel Islands, Isles of Sicily, Isle of Man, certain Scottish postcodes (IV, KW1-14, PA34, PA37-39, PH19-40, PH41 Sector 4 and PH49-50) and the Scottish Islands.

Please contact us in advance for additional shipping charges to these areas, as they vary according to postcode.

We are able to deliver brand new items, including e-bikes (see below), to most countries using DHL or TNT.

The following table gives an indication of our shipping charges for complete e-bikes to most international destinations – however, some countries have remote destinations that attract a surcharge from our carriers, so please contact us to confirm these prices for your individual address.

e-Bike Price: <£2000 (excluding VAT) £2000-£3500 (ex VAT) £3500+ (ex VAT)
European Union, Norway, Switzerland: £99 £59 £39
Rest of World: £299 £199 £99

Charges to international destinations vary according to the country we are shipping to, and the nature, size and weight of the item we are sending (the table above applies only to complete bikes), so please contact us via email or by calling 01584 705042 for an accurate delivery quote.

Items shipped outside of Europe can be supplied VAT (UK Sales Tax) free – as with any item imported into a country outside of a free trade zone or single market, customers will be responsible for any import duties, fees or taxes payable to the revenue or customs service of their country of residence.

Please note: we are unable to ship eBay items internationally.

When you order an item from us we will give you an expected delivery date.

If you are purchasing an in-stock mail order item from us, we will agree a shipping date with you at the time of purchase, which could be as soon as the following working day for straight forward products that are ordered before our daily carrier collection.

For in-stock e-bikes, we may need to make size adjustments or alterations for you, or if the item is not yet fully assembled we will need to carry out a full Pre Delivery Inspection. This may mean there is a short delay before delivery or collection takes place, but we will alert you to this at the time.

If you are ordering a customised product, a one-off item, or a product that we will need to order from a supplier, we will provide you with an estimated availability date, and keep you informed about any variations on that date.

Once your item is ready we will contact you to confirm any final details regarding shipping or collection and to settle any outstanding balances on the order.

E-BIKESTORE
Epic Cycles Ltd, Coder Road,
Ludlow, Shropshire, SY8 1XE
01584 705042

SALES: Callers (by Appointment):
Mon-Fri 10am-5pm, Saturday 10am-2pm
Phone Lines:  Mon-Fri 9am-5.30pm, Saturday 9am-5pm

SERVICE CENTRE: Mon-Fri 10am-5pm

Closed Sunday and Bank Holidays