At Shimano Bike Store, we’re committed to providing quality cycling products and excellent customer service. Please review our shipping and returns policy below.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Standard Shipping (£12.95):

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Available worldwide (excluding some Asian and remote regions)

Free Shipping (Orders over £50):

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch

International Shipping

We ship globally except to certain Asian countries and remote regions. International customers are responsible for any customs duties or import taxes.

Returns & Exchanges

Eligibility

To be eligible for a return or exchange:

  • Item must be unused and in original condition
  • All original tags and packaging must be intact
  • Return must be initiated within 15 days of delivery
  • Proof of purchase is required

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges for:

  • Helmets (due to safety regulations)
  • Saddles (hygiene reasons)
  • Any personalized or custom-made items

Returns Process

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your return request.
  2. Provide Details: Include your order number, item(s) to return, and reason for return.
  3. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and instructions.
  4. Package Items: Securely pack items in original packaging with RMA number visible.
  5. Ship Back: Send to:
    Shimano Bike Store Returns
    61 Garth Rd
    Bangor, GB CH7Z 2TN

Exchanges

To exchange an item:

  1. Follow steps 1-3 of the returns process
  2. Clearly indicate in your email that you want an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your returned item

Refund Process

Once your return is received and inspected (typically within 3-5 business days):

  • We’ll notify you of the approval or rejection of your refund
  • Approved refunds will be processed to your original payment method
  • Refunds typically appear in your account within:
    • 3-5 business days for credit/debit cards (Visa, MasterCard, JCB)
    • 24 hours for PayPal

Note: Original shipping fees are non-refundable.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

International Returns

For customers outside the UK:

  • Return shipping costs are the customer’s responsibility
  • Mark the package as “RETURNED GOODS” to avoid customs charges
  • Refunds will be processed in GBP (£); currency conversion is handled by your bank

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Shimano Bike Store Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

Item(s) to return: [Product Name(s)] Reason for return: [Please specify] Preferred resolution: [Refund/Exchange – if exchange, specify desired item]

Please let me know the next steps to complete this process.

Thank you,
[Your Full Name] [Your Contact Information]

For any questions about our shipping or returns policy, please contact our customer service team at [email protected]. We typically respond within 24 business hours.