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
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.
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.
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.
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.
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 2020 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.
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.
As of 2nd March 2021 our service/repair workshops are back open. We are now on top of the extra demand and we've managed to get workshop bookings down to around 1-weeks notice. Please bear with us as some core replacement parts are still difficult to source.
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:
All staff interactions are kept to a minimum.
This includes interactions with clients, which are unable to enter our showrooms and workshops accordingly.
Regular hand washing is required by all staff.
Workshop technicians will only work on your electric bike with protective gloves accordingly.
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
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.