DELIVERY & RETURNS


DELIVERY OPTIONS



These service options are for UK mainland only. For Highlands and islands, see below.

PRICE SERVICE
Bikes - Standard FREE Disptached in 3-5 working days on next working day service. PINTO / SKØG: DPD. KAPĒL / HÜTTO: DHL
Bikes - Priority £15 Dispatched in 1-2 working days on next working day service. PINTO / SKØG: DPD. KAPĒL / HÜTTO: DHL
Bikes - Next Day £25 Dispatched same day if ordered before midday Mon-Fri. DPD Next Day "pre-12" or Saturday delivery.
Parts & Accessories £5. FREE on orders over £50 Dispatched in 1-2 working days, and shipped on next working day service with DPD or DHL

Highlands and islands: FREE shipping on bikes. We will prioritise dispatch of orders to Highlands and islands. Please see "EU" for price and service options.


PRICE SERVICE
Bikes FREE Disptached within 3-5 working days with DPD or DHL. Full tracking details.
Parts & Accessories £8. FREE on orders over £50 Dispatched in 1-2 working days with Royal Mail Tracked & Signed For. 3-5 working days service.


Please note: The product prices displayed on our website to destinations outside of the EU do not include VAT and, instead, we heavily subsidise our shipping fees to get the great rates you see below. See note below on taxes / import duties.

PRICE SERVICE
Bikes £25 Disptached within 3-5 working days with DPD, DHL or FedEx. Full tracking details.
Parts & Accessories £15. FREE on orders over £100 Dispatched in 1-2 working days with Royal Mail Tracked & Signed. 3-5 working days service.

VAT & Import Duty: The price shown to destinations outside the EU DOES NOT include VAT and the customer is responsible for paying the relevant duties/taxes when the goods are imported. The delivery agent will arrange this with you. Failure to do so will result in the items not being delivered and a re-stocking charge.



Please note: The product prices displayed on our website to destinations outside of the EU do not include VAT and, instead, we heavily subsidise our shipping fees to get the great rates you see below. See note below on taxes / import duties.

PRICE SERVICE
Zone 1
Canada, Australia, Hong Kong, New Zealand, Singapore
Bikes: £40 Dispatched in 1-2 working days. 3-5 working days service with FedEx or DHL. Full tracking details.
Parts & Accessories: £15. FREE on orders over £100 Dispatched in 1-2 working days with Royal Mail Tracked & Signed. 5-7 working days service.
Zone 2
Brunei, United Arab Emirates
Bikes: £60 Dispatched in 1-2 working days. 3-5 working days service with FedEx or DHL. Full tracking details.
Parts & Accessories: £15. FREE on orders over £100 Dispatched in 1-2 working days with Royal Mail Tracked & Signed. 5-7 working days service.
Zone 3
Chile, Ukraine, Brazil, Kuwait, South Africa
Bikes: £100 5-7 working days service with FedEx or DHL. Full tracking details.
Parts & Accessories: £15. FREE on orders over £100 Dispatched in 1-2 working days with Royal Mail Tracked & Signed. 3-5 working days service.

Country not listed? We're happy to ship elsewhere! Please email us at hello@blackmountain.bike if your country isn't listed and we'll arrange delivery.

VAT & Import Duty: The price shown to destinations outside the EU DOES NOT include VAT and the customer is responsible for paying the relevant duties/taxes when the goods are imported. The delivery agent will arrange this with you. Failure to do so will result in the items not being delivered and a re-stocking charge.


DELIVERY QUESTIONS?


You will get confirmation of your order and a receipt for payment via email. Please double check the details of the email - if anything is wrong, please get in touch straight away. Email us at help@blackmountain.bike , call us on 01291 639890 or chat below.
Your bike will arrive in a cardboard box that measures 84cm x 22 x 52 for the PINTO, and 94cm x 22 x 57 for the SKOG. The KAPĒL and HÜTTO box measures 118cm x 23 x 56. Please keep the box and all packaging incase you need to return the bike, or transport or store it.
For PINTO and SKØG UK deliveries, and some of Europe, we use DPD to deliver your bike. You’ll get a one hour delivery window, with notification by SMS and email, so you don't have to wait in all day. You can also track your bike using the DPD ‘’follow my parcel’” service, watching progress of your bike delivery on a real-time map, all the way down to a final 15 minute timeslot. If you can’t be at home for the delivery, you can either rebook the delivery or choose to have your bike delivered to one of DPD’s 2000+ local 'Pickup Shops'. 
For KAPĒL and HÜTTO UK and Europe deliveries we use DHL to deliver your bike and provide full tracking details and delivery options.
For international deliveries, we use either DPD, DHL or FedEx. 

Have you got a tracking number? If so, the quickest thing to do is, is to use this reference on DPD’s tracking and help page here. On this page you can also, change your delivery slot, change delivery to a Pickup Shop, or rebook the delivery if you’ve missed it.
For deliveries with DHL, you can track your delivery here and for FedEx here.

If you’ve ordered a bike and haven’t received a tracking number from us, then do get in touch straight away. Email us at help@blackmountain.bike, call us on 01291 639890 or chat below.

Relax – with our couriers you have lots of options. You can re-arrange the delivery for another time, change delivery to a local DPD or DHL Pickup Shop (such as a supermarket or pharmacy), or opt to leave the bike with a neighbour.

RETURNS


Don’t worry – if you’re not 100% happy with your purchase, we offer a comprehensive 60 day return policy. But in the first instance drop us a line at help@blackmountain.bike or phone: 01291 639890 (Monday–Friday, 10:00 to 17:00) or by live chat (bottom right hand corner) and we’ll see how best to resolve your concern.

To process a return we need to first issue you with a Return Authorisation form. You can get your form by contacting us on help@blackmountain.bike or phone: 01291 639890 (Monday–Friday, 10:00 to 17:00), or by live chat (bottom right hand corner).


i) If you do decide to return a bike, we ask you to do so within the 60 day period.

ii) The bike must be in new, sellable condition, so we would expect the bike only to have been briefly test-ridden on a clean, dry surface for example, and returned in all of its original packaging.

iii) Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have safely received your bike undamaged.

iv) If there is any damage to the bike, we may need to make an appropriate deduction from the refund amount.

v) A valid Return Authorisation form must be included with your return.