At BikeEssence, we’re committed to delivering premium cycling equipment to enthusiasts worldwide. Our streamlined shipping and returns processes ensure you can shop with confidence, knowing we stand behind every bike, accessory, and piece of cycling apparel we sell.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Standard Shipping (£12.95):
– Carrier: DHL or FedEx
– Delivery time: 10-15 business days after dispatch
– Includes full tracking

Free Shipping (Orders over £50):
– Carrier: EMS
– Delivery time: 15-25 business days after dispatch
– Basic tracking included

Note: Delivery times are estimates and may vary depending on destination customs processing. We currently ship worldwide except to certain remote areas and most Asian countries.

Returns & Exchanges

We want you to be completely satisfied with your BikeEssence purchase. If you need to return or exchange an item, please review our policy below.

Return Eligibility

  • Returns accepted within 15 days of delivery
  • Items must be unused and in original condition
  • Original packaging must be intact
  • Proof of purchase required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Helmets
  • Saddles
  • Locks1 security products

Exceptions: These items may be returned if defective or damaged upon arrival.

How to Return an Item

  1. Contact us at [email protected] within 15 days of receiving your order
  2. Complete our Return Request Form (template provided below)
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Package your item securely using the original packaging when possible
  5. Ship your return to:
    XLC Shop
    33 Rosemary Ln
    Lancaster, GB LA4S 2RG

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive and inspect your return (typically within 5 business days):

  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Appearance in your account: Depends on your bank/credit card issuer (typically 5-10 business days)

Exchange Process

For exchanges (size, color, or different product):

  1. Follow the standard return process
  2. Clearly indicate your desired exchange item in the return form
  3. We’ll ship the new item once we receive your return
  4. Any price differences will be charged/refunded accordingly

Damaged or Defective Items

If your cycling equipment arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Dear BikeEssence Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return: [Product Name, Size, Color, Quantity]
Reason for return: [Please specify]
For exchanges: I would like to exchange for [Product Name, Size, Color, Quantity]
Additional information: [Any other relevant details]

Please advise on next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Need Assistance?

Our cycling specialists are happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

Thank you for choosing BikeEssence for your cycling needs. We’re committed to ensuring you’re completely satisfied with our premium bikes, clothing, and accessories.

Last Updated: [Insert Date]