We know how important it is to securely store any information that you provide, Ultimatebikes.com maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.

Our server is protected with firewalls that block all attempts to access the data centre other than from methods and points that we allow. For added security our data server provides application only access. The system is divided into layers that separate data from the application. Everyone who logs in only has access to the application layer so no-one can maliciously access your data

You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Click here for more information on security and privacy

HOW DO I ORDER?

Online

You can securely order on this site www.ultimatebikes.com or email us at info@ultimatebikes.com anytime.

By Telephone

For prompt and accurate information on stock availability, telephone through your order on +44 (0) 20 329 00006. Please have your credit card details ready.

WHAT IF I DON’T KNOW WHAT PART I NEED?

Our bike experts offer impartial free technical and general advice on anything and everything to do with bikes and would be more than happy to help you find the right product. Please contact them either by phone +44 (0) 02 329 00006 or email info@ultimatebikes.com.

HOW CAN I GET THE BEST RESULTS FROM SEARCH?

Our Search engine works by checking your search term against all the product titles and product codes currently in our web store. It then shows products on the page that may match your query. You can search in broad terms such as bags and racks, or be more precise such as XTR disc brake or search by brand names.

WILL I GET AN ORDER CONFIRMATION?

We’ll email you confirming the exact order we have received shortly after your order is placed.

WHEN WILL MY PRODUCTS BE DELIVERED?

After you have placed your order online, we will send you an order confirmation email. Parts and accessories should be delivered within one working week of you receiving your confirmation email.

If you haven’t received your confirmation email within 24 hours of placing your order or your products have not been delivered within one working week, then please email our customer service team info@ultimatebikes.com or telephone us on +44 (0) 20 329 00006 between 8am and 7pm Monday to Friday.

WHAT IF I’M NOT IN WHEN YOU DELIVER?

Deliveries will usually be made Monday to Friday (also Saturday in the case of goods being delivered within 5 days under Standard delivery terms), between 9am and 6pm. If you or the intended recipients aren’t available, each time an attempt is made, our courier/Royal Mail will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

WHAT IF MY ORDER HASN’T ARRIVED?

First of all, view your order online. Click here to sign into your orders. If your order has been dispatched and has not arrived within the expected time period, please click here to email our Customer Services Representatives or call us on +44 (0) 20 329 0006 between 8am and 7pm, Monday to Friday.

WHAT IF ONLY PART OF MY ORDER HAS ARRIVED?

If you have ordered more than one item, please bear in mind that we will send out products we have in stock immediately, any outstanding products will be sent on to you as soon as we receive them in stock (unless otherwise instructed by you). This information will be detailed in your order confirmation email. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please click here to email our Customer Services Representatives or call us on +44 (0) 20 329 0006 between 8am and 7pm, 7 Monday to Friday.

DO I GET CHARGED FOR SHIPPING TWICE IF PART OF MY ORDER IS DELAYED?

No, we only charge for shipping once; if part of your order is delayed you will not be charged again when the delayed item is sent to you (UK only). If your order contains multiple items, some of which may not yet be in stock, we will charge shipping just the once, and ship each item as soon as it is available.

WHAT IF MY ORDER ARRIVES DAMAGED?

Please click here to email our returns department or call us on +44 (0) 20 329 0006 between 8am and 7pm, 7 Monday to Friday. You will need to obtain a returns number from us as our warehouse will not accept goods without one.

HOW DO I GO ABOUT GETTING A REFUND?

The products must be returned in it original packaging in ‘as new’ condition as deemed by us on return to our warehouse.

You MUST contact us first and get a returns number. Our warehouse will not accept returns unless they have a returns number. This is the only way we can keep track of who sent what back and organise a refund.

You have to pay for the carriage and insurance.

To get a return s number, please email us at returns@ultimatebikes.com with your order number or invoice number in the subject line or call us 0118 9305250

If your product is faulty, if we have sent you the wrong product or replacement product, then please email or call us and we will arrange the collection of the item by our own courier.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND FROM RETURNED PRODUCTS?

The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. This will usually reach that account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company processes the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.

HOW DO I USE A PROMOTION CODE?

Add products to your shopping basket in the usual way. Then view your shopping basket and type your coupon code in to the box. You can then either click update or go straight to the checkout.

WHAT DO I DO IF MY PRODUCT BREAKS DURING THE GUARANTEE PERIOD?

Look for any visible signs of the breakage and consult the troubleshooting guide in the manufacturer’s handbook or on their website. If you still need a repair, call our Customer Service team on +44 (0) 20 329 0006 between 8am and 7pm, 7 Monday to Friday. You will be asked for details of the product, model number and date of purchase. Your dispatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.

HOW CAN I GET A VAT RECEIPT FOR MY ORDER?

You can obtain a VAT receipt by signing into Your Orders and then clicking on the View your order/obtain VAT receipt link. Click here to sign into Your Orders.

HOW DO I CHANGE MY ONLINE ACCOUNT INFORMATION AND COMMUNICATION PREFERENCES?

If you wish to change or update your online account information (including your email address, password or communication preferences) simply click on `Your Orders` in the top menu bar or click here to go the Your Account page. Then simply enter your email address and password and you will then be able to change the details that you originally gave.

If you would like to subscribe or unsubscribe from our mailing list, then go into `Your Orders` and click on the `Your interests and promotional preferences` link.

HOW DO I RECYCLE MY PACKAGING?

If you would like to know where your nearest recycling centre is please go to www.recyclenow.com/where_to_recycle

SHIPPING

Do I get charged for shipping twice if part of my order is delayed?

Can you ship to a different address to my billing address?

Yes, we can ship to a different address; just select the appropriate box on the shipping page. You can select a different delivery address when placing your order, such as your workplace or a neighbour’s address. To do this simply enter a new address in the delivery address screen as prompted, and not in the 'Special Instructions' box below the delivery address details. Please Note: If you use a different delivery address your receipt will still be sent to your billing address

What method of shipping do you use?

We use Royal Mail 1st class, parcel post and the Business Post Courier service

ALL of our deliveries over £50.00 require a signature for your security.