We work with dedicated courier services to deliver your item to you as quickly and efficiently as possible.
Orders are dispatched on weekdays only.
Tandem Group Cycles is proud to offer you two options for taking delivery of your new bike.
1) Click & Collect (our recommended option); allows you to select the most suitable store in your area to have the bike delivered to, the store staff will assemble the bike for you and ensure it is in full working order ready for your to collect. There is no additional charge for this service; it also saves you having to wait at home for a delivery, means you have no big box to dispose of and most importantly means your new bike is set-up correctly by a professional. Any order placed before midday will be dispatched for delivery the following working day. Available through participating stores only.
2) Direct Delivery; available to Mainland UK addresses only, delivery charges apply (see below for further details). Estimated delivery time 2-5 working days. We will dispatch orders received by midday that same day and our chosen courier will deliver direct to your door. You will need to be in to sign for the delivery and bikes will be delivered boxed, 85% assembled. Final assembly should be conducted by someone competent with the basic mechanics of a bicycle, if you require the help of your local bike shop please be aware the service will be chargeable
3) Direct Delivery (Electric Bikes); electric bikes are delivered 'built and ready to ride'. This means one of our trained, expert mechanics has fully assembled your bike in our workshop, applied protective packaging and re-boxed it for our courier to deliver it to you. After delivery you only need to make minor adjustments.
On arrival please complete the following:
Please note - we complete the same pre-departure assembly on folding electric bikes, but dispatch them folded in their original box.
If you require the help of your local bike shop, please be aware that the service will be chargeable.
If you have any questions relating to above you can also email our support team
Expected Standard Delivery Times (for in stock items)
Click & Collect; delivered to your chosen store within 1-2 working days. You can then contact the store directly to arrange a collection time to suit you.
Direct Delivery (UK Mainland only); 2-5 working days
The delivery company used varies according to the size/weight of your item(s).
We currently deliver using the following couriers: Royal Mail, Tuffnells, Hermes, Yodel, XDP, and DPD.
Sometimes occasional delays are possible due to conditions outside of our control. Whilst we work hard to deliver within the provided timescales, we are unable to guarantee dates and times for delivery.
Tracking Your Order
If you would like further details on delivery timeframes or tracking information, please get in contact with our friendly customer service department who will be happy to help. The team are available on 0121 748 8050 from Mon-Thurs 8.30am-5pm, Friday 8.30am-1.30pm or you can email email@example.com.
Checking Your Order
At point of delivery we kindly request that you please check your order for any signs of damage - even if you do not intend to use your item immediately - at which time you can sign for as damaged with the courier or reject the delivery. Please report any damages to our customer service team by calling on 0121 748 8050 or emailing firstname.lastname@example.org. Any claims for damages or discrepancies must be submitted within 3 days of receipt of your goods and we request images of the damage for our records.
|Delivery Type||Delivery Charge||Delivery Time|
|Click & Collect||FREE||1-2 working days|
|Direct Delivery||£10.00||2-5 working days|
|Direct Delivery only||FREE||2-5 working days|
*Please note that Click & Collect orders will not always be ready on the day your selected store receives stock. We ask that you contact the store directly to discuss a suitable time for collection, allowing the store staff time to assemble and set-up your new bike.
When to return (Direct Delivery)
Changed your mind about your order? Not a problem – simply let us know within 14 days of receipt of your goods that you wish to return your unwanted goods. You then have a further 14 days to return the item(s) to us.
Information regarding the return of damaged goods can be found at the bottom of this returns policy.
Please be aware that we will need to inspect and approve a return before issuing any refunds.
How to return (Direct Delivery)
We kindly request that you put your returns request in writing to us and state whether you would like a refund, exchange or replacement. Please inform us of your request via email at email@example.com and we will do our upmost to respond within 1-2 working days.
Please note that you are liable for any transportation costs incurred to return your item(s).
Please be aware that any unwanted goods should be returned to us unused, in their original packaging, and in the condition in which you received them. Please check that all instructions and fixings for your item are included with your return.
If your order comes in multiple boxes, please ensure that all parts are returned to us in their original packing and in their original received condition.
Getting a refund
The team processes the refund to your original method of payment within 3-5 working days of confirming that we have received your item(s). The return of the funds into your account is then dependant on the end processor, e.g. your bank, Paypal, Amazon Pay, etc.
For items that are returned to us as unwanted, we will refund the original paid price of the item itself only - the delivery charge is not included in your refund.
If you have requested a replacement or exchange of your goods, this will be sent out once we have received and approved your return.
We reserve the right to withhold part or all of a refund should any unwanted goods not be returned to us in their original condition. A re-stocking fee may also apply.
If you would like an update on the status of your refund, exchange or replacement please contact our team on 0121 748 8050 (Mon to Thurs, 8.30am-5pm, Fri 8.30am-1.30pm).
Returning faulty products
All items should be checked upon delivery, even if you are not planning on using your item straight away.
Although we strive to ensure that all of our products are carefully packaged and delivered to our customers, unfortunately there may be rare occasions when an item arrives faulty or damaged.
In the event of receiving a faulty item, we please ask that you either:
Reject the item upon delivery
Sign for the item as damaged and then forward on details of the issue plus any supporting images within 3 working days to firstname.lastname@example.org
Please be aware that we cannot accept damaged claims after 3 working days of receipt of the order.
Any replacements for items that have been agreed upon by our team as faulty/damaged will be sent to you free of postage charges.
If you have any questions about returning goods, please don’t hesitate to get in touch with our friendly customer service team.
Contact telephone: 0121 748 8050
Contact email: email@example.com
We are open from Monday to Thursday, 8.30am to 1.30pm. Friday 8.30am to 1.30pm