It's important to read our COVID-19 policy as some of our operating procedures have changed. Learn More
We are fulfilling orders, although availability & order times may vary. Learn More

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Corona Virus (COVID-19) Update

Last amended: 01/03/2021

Following government guidelines we've had to change the way we operate, at least for the interim until normality resumes. 

The cycling industry has been hit hard with the demand that the Corona Virus and Lockdowns have generated on the industry.

Why is it so hard to buy a bicycle right now? We've created a dedicated article here explaining the situation on the industry as a whole.

As of 1st March we have opened our doors for both our workshop & showroom bookings by appointment only. Please read our Covid-19 Visitor Guide ahead of arriving with us to be clear on our internal processes. You can book an appointment via the visitor page too.


It's important that we communicate these changes properly and we'll list the 3 main points to consider below:


Electric Bike Deliveries

Electric Bike Deliveries

We will continue to dispatch bikes the same day (if ordered before 1pm) where possible.

During levels of increased demand, this may be slightly slower, we'd advise to expect deliveries within 2-3 days to set expectations.

You will receive a notification from our system on dispatch, so you'll know it's coming. This will follow up with tracking from our couriers.

Parts orders should be expected within 1-2 days. These are dispatched same day if ordered before 1pm.


Communication

Communication

We are here to help. However, we've seen a huge level of increase in enquiries, particularity via telephone.

Many enquiries are all answered here, on our website. We've invested a lot into it and it should be used as a resource.

Everyday we've been receiving 100's of general enquiries regarding delivery of orders, updates, order amendments and so on. Unfortunately this does have a massive impact on an already stretched workforce and is/can further delay getting orders out. We're real people and we only have enough hours in the day to handle these requests and fulfil orders.


Shopping Online

Shopping Online

Did you know we've fully automated every part of our website to handle your order and/or process your payment? 

Either paying by debit/credit card or using out PayPal one click service, it can all be done here online.

You can also process Finance directly on our checkout from start to finish. 

We offer most Cycle To Work schemes and if you're using Cyclescheme we've automated our shopping cart to redeem vouchers at the checkout.

Still stuck? Sure - we're here to help. 



New to electric bikes? Now is a great time to enjoy the outdoors & stay healthy. Why not use our 5 Step eBike Journey? Learn here.




We are taking necessary steps to follow government guidelines following the Corona Virus outbreak.

How does this affect business with us?

 The government has set out guidance which specifically exempts bike shops from remaining closed. This is outlined in the latest agenda (4th January 2021) viewed online here.

Bike shops are crucial in the help to fight COVID-19 with many NHS staff reliant on bicycles (& eBikes) as a mode of transport to and from places of work.

Corona Virus

With less public transport available, bikes remain a fast and reliable form of transport in major towns & cities. This goes for take-away delivery riders too, delivering food to people in isolation and the elderly too. Not forgetting the health of the British people who have been given approval for one outing for exercise a day.



How This Affects Business With Us?

On 23rd March the Government, stepped up measures to prevent the spread of Corona virus and save lives. Online retail is still open and encouraged and postal and delivery service will run as normal.

We are doing everything possible to adapt to these unprecedented times. We have adapted the way you shop with us as follows:



All bikes are delivered in boxes which are subsequently sealed with a high performance 20micron film before dispatch.

For peace of mind, most of our courier delivery drivers are wearing protective gloves and allowing to drop the parcel to your door without entering and without the need to touch any pads for signatures.

Bike deliveries are delivered fully assembled but you'll need to fit the pedals, align the bars & pop the front wheel on (some models).

More information can be found on our delivery page

Sealed eBike Deliveries

You can find our handy guide here about how to setup your new bike. We will also be offering (where possible) a video call should you run into any difficulty where a member of our support team will be able to guide you.



Service/Repair Workshop

Due to our COVID-19 policy, our service and repair workshop is temporarily closed. We will reviewing this week-by-week and will open this facility back up on the booking page here from 1st March 2021. 

We can take in emergency repairs for NHS, support workers and those delivering essentials by eBike. If you need to make an emergency booking, please contact our team who will be happy to make arrangements with you directly.

We thank you or your patience and will be happy to fulfil any service/repair enquiries when we open the workshop back up.



Our Staff Safety & Health

Safety and health to both our staff and clients is paramount. So in addition to the above, we've set out new policies based on the given government advice. Please excuse us as we adapt in these uncertain times and follow best practice:


Client Interactions

Client Interactions

All staff interactions are kept to a minimum.

This includes interactions with clients, which are unable to enter our showrooms and workshops accordingly.


Hand Washing

Hand Washing

Regular hand washing is required by all staff.

Workshop technicians will only work on your electric bike with protective gloves accordingly.


Staff Distancing

Staff Distancing

We endeavour to distance staff wherever possible.

This includes client interaction as set out above to reduce any risk to both employees and clients.


Cleaning & Sanitation

Cleaning & Sanitation

We have increased our cleaning & sanitation on site.

Regular cleaning of communal areas is paramount to stop any risk of contamination.




What Else Are We Doing? 

In addition to the above, our team are on mixed rotas to limit staff in both the office and downstairs in the warehouse & workshops.

We have also negotiated further stock from our suppliers to endeavour to keep our warehouse as stocked up as possible.

We are also conscious to avoid any delays due to logistics and border controls being tightened.

Our service & repair workshops continue to run as normal, however with the drop off & collection procedures detailed above.

 Our couriers have managed to deliver 98% of our shipments on a next day basis in the last 7 days. 

Thank you for reading this update and we'll continue to update this where possible as we adapt to these rapidly changing times.