DELIVERY & RETURNS BACKUP MAY 12

PRE-ORDERS


We’re a new bike company, and we’ve already had really keen interest in our bikes with people wanting to reserve one. So, we’re giving people the chance to get to the front of the queue by ‘pre-ordering’ before we launch fully in May, as we anticipate selling out of our initial stock of bikes quite quickly.

By pre-ordering you are getting the front of the queue for when we start shipping bikes in May 2018. By pre-ordering a bike, you are buying and paying for your bike now, the bike won’t ship immediately, but you’re guaranteed one of the first batch. We will be sending out pre-ordered bikes at the beginning of May.

Once you have pre-ordered, you’ll get an email confirming your pre-order and effectively guaranteeing your place in the queue. Within 7-10 days you’ll then get another email confirming the delivery date of your bike. We will be sending out pre-ordered bikes at the beginning of May.

Absolutely, you can cancel your pre-order at any time up to the date of its despatch. If you don’t cancel your pre-order, you can still enjoy our great 35-day returns policy. We’re convinced you and your child will love our little bikes, but we’re not going to force you.

Due to high demand, we are having to limit customers to a maximum of two bikes per pre-order. This can be two PINTOs two SKØGs, or one of each.


DELIVERY


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.

STANDARD DELIVERY (£9.99): Bikes are prepared, inspected and despatched within 5 working days of your order. Once despatched, the bike should arrive the following working day, between 8am to 6pm. So it's best to allow for up to 8 working days for this service.

NEXT DAY DELIVERY (£19.99): When you check-out, you can choose our Next Day service. So if your order is placed before our 12 noon cut off time, your bike will be despatched the same day, and delivered by DPD, by 6pm the next day (including Saturday!). This service applies for deliveries to England, Scotland & Wales - excluding the Scottish Highlands, Islands and Channel Islands (but we can still send pretty quickly to these places - drop us a line for more information.)

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. Please keep the box and all packaging incase you need to return the bike, or transport or store it.
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'.

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.
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 courier DPD, you have lots of options. You can re-arrange the delivery for another time, change delivery to a local DPD Pickup Shop (such as a supermarket or pharmacy), or opt to leave the bike with a neighbour. You can choose any of these options quickly using the DPD tracking page here, or by following the link sent to your phone/email.


RETURNS


Don’t worry – if you’re not 100% happy with your purchase, we offer a comprehensive 35 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 35 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.