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Changing your order

As long as construction of the frame hasn’t begun, or bespoke components or frame parts haven’t been ordered we will do what we can to accommodate the changes as we want you to have the ideal bike for you. If it’s too late to make the changes the reasonable additional charges will apply to make the changes, either for labour, frame parts or bike components. 

 

Cancelling your order

Once you have placed an order you have made a commitment to purchase the frame. We then order the bike parts (e.g. frame tubes, lugs etc) on your behalf to build the frame to your requirements. If a customer cancels the purchase once the order has been paid for we reserve the right to keep monies to cover costs incurred.

 

Returns Policy

Due to the fact that 1) there is no standard Stanforth frame as every frame is likely to be different with so a number options, and 2) because all of our frames are made to order, we do not offer refunds for unwanted bikes or frames. 

 

All of our frames are made to order to your requirements so unfortunately they are non – refundable.

 

Faulty/damaged frames

If your frame is faulty/damaged please email simon@stanforthbikes.co.uk with the following information:

• Your full name, date of purchase and the address the frame was delivered to
• The frame number (as written on the warranty) and confirmation of which frame is coming back to us

We will then discuss with you the best way of fixing the problem. Please do not send back to us without discussing it with us first.

We are unable to give a refund in these circumstances but we will make sure the problem is fixed.

Delivery time from order

 

In most cases, the delivery will take circa 6-8 weeks from the payment being received unless otherwise agreed. 

 

The process - once your order is confirmed and payment is received, we will then order the relevant tubes and lugs for the frame as well as the components for the bikes. From this point to the bike being ready to be despatched is circa 6-7 weeks. Once built and boxed we will then notify you that the bike is ready to be shipped, and send out within 3 days of this notification unless we hear from you requesting other arrangements. Delivery times from dispatch are 2 days to 7 working days (excluding weekends and public holidays) depending on your location – estimated delivery times are in both the delivery section of the website and in the FAQs. Please note that for destinations outside of the EU that your delivery may take longer than our estimates due to Customs.

 

Delivery cost and method

 

The website will calculate the actual cost of delivery after you have added the items you would like to purchase to your shopping basket and selected the destination. If your destination does not appear then please contact us on info@stanforthbikes.co.uk as it might not be currently listed. In this case we will then check the costs, add them to the website and let you know.

 

Please note that for remote areas there may be an additional cost, we will let you know if this is the case before confirming your order.

 

Our shipping partners are Parcelforce, APC and DSV. Within the UK we use Parcelforce 48 for both our bikes and frames. For EU countries we use Parcelforce to deliver our frames and APC to deliver our bikes. Outside of Europe DSV are our shipping partner. 

 

Please examine the box immediately on receipt for any damage. Any damage must be communicated to the shipping company within 24 hours of receipt. You will receive a confirmation of the message from them, which you need to forward to us. We will then call you to discuss the best course of action. Please don’t send back to us without discussing first as they’re might be an alternative solution.

 

We use signed for services so your order can be tracked. Either we or our shipping partner will email you a tracking number when your order is on its way.

 

Please provide a telephone number (preferably a mobile number) when you place your order. We need this to dispatch your bike/frame as our shipping partners won’t pick it up without it, as they might need to contact you on the day of your delivery. Also, for deliveries headed to outside of the EU the telephone number is required for Customs and will help speed up the time it takes to get cleared by customs and delivered to you.

 

Orders from outside of the EU - When ordering from outside the EU you are considered as the importer and will be responsible for all duties and import costs. Please note that import taxes tend to be at a higher rate for complete bikes than just frames and forks.

 

UK deliveries

 

Within the UK our shipping partner is ParcelForce for both frames and complete bikes. We use the ParcelForce 48 service. Delivery is two days from dispatch. A signature will be required.

 

Frames and forks:

 

Parcelforce will send you an email or text to let you know when they expect your frame to arrive, including an hour delivery window. If the delivery arrangements aren’t convenient you can use their interactive options to tell them to deliver on a different day or to a different address (a neighbour or a post office). If you’re not in they will leave a card saying they will either try to deliver the next working day or that they’ve left it at a Postoffice. Please note there won’t be an SMS or time window on the 2nd day.

 

So they will deliver three pre-delivery messages to you:
•    Day of despatch (email or text) advising that the parcel will be delivered the following day.
•    Day of delivery (text) advising that the parcel will be delivered that day. 
•    Time of delivery (text) advising a one-hour delivery window.

 

You can respond to either (not both) of the first two messages:
 - If you’re not going to be at home: You can tell them to leave their parcel with a neighbour or at a Post Office.
 - You can select a different delivery day.  

They will also tell you where the frame and forks are if you’re out when they tried to deliver by leaving a card with this information.

 

EU deliveries

 

For frames and forks we use ParcelForce EuroPriority and for complete bikes APC. A signature will be required for both services.

Frame and Forks to the EU:

The Parcelforce EuroProirity is a very reliable service and includes end to end tracking. They will deliver on working days in the country of destination. 

Parcelforce will send you an email with your tracking number and an expected day of delivery. If you’re not in you will be left a card. You would also be able track the parcel online to see where it has been left and collect at your convenience.

 

They always obtain an electronic signature. Because of this, they cannot send to PO Box addresses in many countries. 

 

Outside of the EU

 

Outside of the EU our partner in most cases will be DSV. Their partner outside of the EU is UPS (or UPS respective partners) who will deliver your frame/bike.

 

Once despatched you will receive an automated email with tracking information from DSV, with a link to the UPS website where you can track your frame/bike, and be able to reschedule the delivery day if required by registering direct to the UPS website for this option. A signature will be required.

 

Please note that when ordering from outside the EU you are considered as the importer and will be responsible for all duties and import costs. Import duties tend to be higher for complete bikes than frame and forks. It’s worth checking these costs before ordering.

 

For destinations outside of the EU your delivery may take longer than our estimates due to Customs. The courier will be in contact with you to pay the duties and taxes before delivery.

 

Please provide a telephone number (preferably a mobile number) when you place your order. We need this to dispatch your bike/frame as our shipping partners won’t pick it up without it, as they might need to contact you on the day of your delivery. Also, for deliveries headed to outside of the EU the telephone number is required for Customs and will help speed up the time it takes to get cleared by customs and delivered to you. Orders from outside of the EU - When ordering from outside the EU you are considered as the importer and will be responsible for all duties and import costs. 

 

Unfortunately, we cannot advise you what these charges may be, and Stanforth Bikes is not responsible for them. 

 

If these local import / customs charges are refused or not paid by our customer, then the item could be returned to Stanforth Bikes, or possibly destroyed if too expensive to return. 

 

Please note that if this happens, we will not be able to refund you for your order or original shipping costs.

 

If you are placing an order for delivery to Norway, please email us with your Personal Identification number (PIN) when you order. All orders without a PIN will be automatically returned to sender by our Couriers, as they will be unable to deliver it. 

 

Passing of Risk

 

Risk in the Goods shall pass to the customer upon delivery to the address. The customer is advised to insure accordingly.

 

Freight Forwarding Companies

 

Stanforth Bikes do not deliver to freight forwarding companies. If you place an order to a freight forwarding company we reserve the right to refuse your order and will be unable to offer any aftersales service including delivery support. The bike will not be covered by any warranty.