FAQ

BikeEssence is your trusted online cycling specialist, offering high-quality bikes, clothing, and accessories for passionate cyclists. Based in Lancaster, UK, we serve cycling enthusiasts worldwide with fast, reliable delivery and exceptional customer service.

We specialise in premium cycling equipment including:

• Bikes for all terrains
• Performance cycling clothing (including female-specific gear)
• Safety equipment like helmets
• Bike lights and visibility gear
• High-security locks (including our premium Locks1 range)
• Pumps and maintenance tools
• Comfort-enhancing saddles

We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure online payments.

Absolutely. We use industry-standard encryption technology to ensure all your payment details are processed securely. We never store your full payment information on our servers.

We process orders quickly to get your gear to you as soon as possible. If you need to make changes, please contact us immediately at [email protected] and we’ll do our best to accommodate your request.

We ship worldwide to most countries, excluding some remote areas and parts of Asia. If you’re unsure whether we deliver to your location, please contact us before placing your order.

We offer two convenient shipping methods:

• Standard Shipping (£12.95): Fast delivery via DHL or FedEx in 10-15 business days after dispatch (recommended for time-sensitive orders)
• Free Shipping: For orders over £50, delivered via EMS in 15-25 business days after dispatch

All orders are processed within 1-2 business days before shipping.

Once your order ships, you’ll receive a confirmation email with tracking information. You can monitor your package’s journey right to your doorstep using the provided tracking number.

While we make every effort to deliver within the estimated timeframe, occasional delays can occur due to factors beyond our control. If your package is significantly delayed, please contact us at [email protected] and we’ll investigate with our shipping partners.

We offer a straightforward 15-day return policy from the date of delivery. If you’re not completely satisfied with your purchase, simply contact our customer service team at [email protected] to initiate a return.

For hygiene reasons, we cannot accept returns of worn clothing or used helmets. All returned items must be in their original condition with tags and packaging intact.

Once we receive your returned item, we’ll process your refund within 5 business days. The time it takes for the refund to appear in your account will depend on your payment method and financial institution.

Each product page includes detailed sizing information. For bikes, we provide frame size recommendations based on rider height. For clothing, we offer comprehensive size charts. If you’re unsure, our cycling-savvy customer service team can help you find the perfect fit.

Our Locks1 range represents our premium security line, featuring advanced anti-theft technology and superior materials for maximum protection. Standard locks offer good security for everyday use, while Locks1 products are designed for high-risk areas or valuable bikes.

All our products come with manufacturer warranties against defects. The warranty period varies by product – please check individual product descriptions for details. Our customer service team can assist with any warranty claims.

Our passionate cycling team is happy to help with any questions. Email us at [email protected] and we’ll respond within 24 hours. Our physical address is: 33 Rosemary Ln, Lancaster, GB LA4S 2RG.

Currently, BikeEssence operates exclusively online, allowing us to offer competitive prices and serve cyclists worldwide. Our online platform provides detailed product information and our customer service team is always available to assist you.