General FAQs

1. Will you sponsor me?

We receive an overwhelming amount of requests to assist individual riders or help with sponsorship. We have our own World Cup Downhill Team, CRC/Nukeproof, as well as a select group of other teams and athletes. A lot of our customers get involved in cycling charity events and we love to hear about these and give support where we can. Please contact us and send details of what you are doing and for what charity and we will try to put a bit of help your way!

2. What is your pricing policy?

For orders placed from within the EU, prices include VAT (Value Added Tax)* charged at the rate appropriate to the destination country of the order.

VAT does not apply to orders that are to be shipped outside the EU or to tax-free areas such as the Channel Islands. These areas will be priced and billed with VAT deducted.

Please note that local tax and customs duty may apply. For full details please consult your local customs office. If you select a currency or a delivery country outside the EU, prices will be displayed VAT-free.

The prices of all items shipped to Australia, including those over AUD1,000, include Australian GST and, if applicable, Australian import duties.

Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we'll contact you before your order is shipped.

3. Why has my refund not shown up in my bank account?

If we've let you know that we've refunded you, don't worry it's on its way! If you've paid by PayPal your funds will have been refunded to your PayPal account.

Refunds to credit cards can take up to ten banking days to appear in your account. Refunds by bank transfer can only be completed once we've received the necessary banking information (swift code IBAN etc), so please ensure you have provided these for the refund to be completed as quickly as possible.

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4. How do I recycle my old electrical items?

Recycling your old electricals is easy! Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.

Why recycle? Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We’re proud to support your local authority in providing local recycling facilities for electrical equipment.

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

What is WEEE? The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

How are we helping? In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

Wiggle Ltd is a member of Valpak's Distributor Takeback Scheme (DTS) Registration ID: 500349.

5. Why do my purchases sometimes arrive in boxes, sometimes in Jiffys and sometimes in bags?

This is a common query. We always strive to pack orders in the best fit packaging possible. Depending on the item(s) this may mean one of our Jiffy bags, one of our boxes or one of our plastic bags. We do this for three reasons:

  • The best-fit packaging is usually the most cost-effective and helps us keep our packaging and our courier costs down so we can continue to provide you with the most competitive prices around.
  • With smaller packages there is a better chance that your order will fit through your letter box, avoiding delayed deliveries and repeated delivery attempts.
  • Smaller and more compact parcels take up less space on planes, trains and automobiles so it’s better for the environment.

However, some customers will still occasionally find an item turns up in a box that seems just too big. This is because our fastest way of packing orders is through our automated box packing lines and during peak periods we may put a smaller item in a box to ensure we meet our dispatch and delivery commitments to you.

We hope this explanation assures you that we take this issue seriously and are working on delivering further improvements in the future.

6. How will my bike arrive?

It very much depends on what you have purchased and where you are in the world. Watch this for more information.

All bikes are given a PDI with the exception of balance bikes and BMX bikes which will arrive unassembled and will require assembly. Instructions will be contained within these to illustrate how to do this.

The majority of bikes being delivered to the UK and Europe will arrive in a roll out box. This means it is all set up to go and the only work needed by you will be to adjust the bars, fit the pedals, which will be in the box and adjust the saddle.

Outside of Europe your bike will arrive as supplied by the manufacturer, be assured it will have been inspected before delivery. Again it is fairly simple to set up: usually it is just a matter of fitting and adjusting the bars, attaching the front wheel, fitting the pedals and fitting and adjusting the seatpost Instructions from the manufacturer will be included in the box! The Goodie Bag we put in with your bike will have some start up tools (to do the adjustments above), pedals and sometimes a few extras bits and bobs!

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