Shipping and Returns

All returned items must be accompanied by a completed Returns Form.

The J E James Cycles Returns Form can be obtained by clicking on this text and then printing out the page.

Contact the Returns Department

Email : returns@jejamescycles.co.uk

Telephone : 01709 834911

Bicycle Shipping and Assembly

Single speed Children's Bikes and BMX Bikes will be shipped by J E James Cycles as they are received from the manufacturer. Customer assembly will be required.

Cycles sent mail order by J E James may not be fully assembled due to the fact they will not fit in a cycle box. All full size cycles are fully built and assembled for inspection before being disassembled and placed in a cycle box. Some assembly will be required as in pedals, front wheel, seat pin, handle bar and stem. Due to the delivery the gears may need re aligning and we would recommend you get this done by a qualified cycle mechanic alternatively we are happy to talk you through the gear set up.

JE James cannot reimburse any cost involved with setting up.

Bike Assembly Guide PDF

Please call if you are unsure on how to assemble your bike call our mechanics on. Call 01709 538375

Recycled Packaging

J.E. James actively promote recycling. Wherever possible bikes and other products will be repackaged in their original box, however on occasions we will recycle boxes. This may be, for example, if the original box is too small after partial assembly of your bike, another bike box may be used. Due to this the packaging may not represent the contents.

Please make sure you check the contents of the box before returning.

Delivery to Billing/Card Registered Address

J E James Cycles are happy to deliver to an alternative address, however this can only be done at our discretion. This may not be the most convenient option but online fraud is a serious matter and we have taken these steps to eliminate online fraud when ordering at J E James Cycles. We are aware that our competitors will dispatch orders to non registered addresses (ie work address) but we feel our security procedures protect customers as well as J E James Cycles against fraudulent purchases.

International orders can only be despatched to the billing address.

New items returned for refund or exchange

  • Goods must be returned within 21 days of receipt.
  • Goods must be in original packaging.
  • Goods must not be fitted or used.
  • Goods must be accompanied with a Completed Returns Form and receipt.
  • Return postage is at the customer's expense (unless it is our mistake).
  • Upgraded postage cannot be refunded.

Please note: For the purpose of hygiene, we cannot accept returns of face masks, boxer shorts or underwear, where the item has been removed/unsealed from its original packaging. These items cannot be resold, once they have been worn. If you have any questions before purchasing any of these items, please contact us.

New items returned because we have posted you the wrong part.

Although we endeavour to dispatch all orders without error, mistakes do occasionally happen. If the return is due to an error on our behalf, return postage costs will be reimbursed when items have been received by J E James Cycles.
All returns must be sent via Royal Mail Recorded Delivery only.

Return goods within 14 days.

Goods must be returned with a completed returns form and receipt.

Warranty returns

All goods are covered by a full manufacturer’s warranty. The duration of most warranties is 1 year from purchase but some manufacturers offer extended warranty.

  • Warranties cover manufacturing faults and defects but do not cover damage caused by crashing, abuse, general wear and tear etc.

If you feel you do have a warranty claim before returning any goods please call the order line for a warranty assessment.

  • The warranty does not cover return postage.

For warranty issues with bikes or frames please include the frame number on the returns form.

Please enclose a completed returns form and a copy of the receipt. We like happy customers so our aim is to deal with all warranty claims quickly.

All Goods Returned

PLEASE NOTE ALL RETURNS INCLUDING WARRANTY, EXCHANGE AND REFUND MUST BE REPACKAGED SAFELY BEFORE SENDING BACK TO US.

CUSTOMERS ARE RESPONSIBLE FOR ANY RETURNED GOODS DAMAGED IN TRANSIT.

Note: The returns department is open 9am – 5:30 pm Monday to Friday

Shipping

Items Dispatched from our Rotherham Warehouse and ordered online (via jejamescycles.co.uk). Please note that tracking information will be provided via email/SMS text on all orders. Orders below £80 will be dispatched by Royal Mail 48hr Tracked unless exempt by size and/or weight. Orders above £80 will be dispatched via DPD Next Day Delivery.

  • Free Post - J E James Free Delivery Option gives you FREE UK Mainland delivery on all orders over £15. Your order will possibly take an additional 1-4 working days to arrive from warehouse dispatch, during busy periods this may be extended. (UK Mainland Only)
  • Standard - (£3.50) Orders under £15.00 5 to 7 working days. (UK Mainland Only)
  • DPD Courier - (£3.50) This service is available on orders between £15.00 and £80.00. We dispatch your goods as soon as possible from receipt of order. DPD offer a more specific delivery time (available as a text or email) and is fully trackable. (UK Mainland Only)

The above prices apply to website orders only. All postage on telephone orders is chargeable, to take advantage of free shipping please order online.

From time to time stock has to be transferred from our other branches to complete orders. Generally this does not affect our delivery times but you will be notified of any possible delay if the delivery time cannot be met.

All orders are sent using tracked services for your security and peace of mind. Most orders dispatched Royal Mail 48hr tracked and all orders on DPD next day require a signature. If you are not home you will be left a card and the goods will be held at a local depot or sorting office for up to 14 days before being returned to ourselves. Orders returned to us by DPD or Royal Mail are subject to a re-send fee.

You will receive a “confirmation of dispatch email shortly after ordering. We offer a full tracking service for these services.

Telephone Orders

We are happy to take your order over the telephone. The delivery charges for non web orders are £4.99 under 5KG and £10 over 5KG. Free shipping is only available online.

Our couriers are DPD next day and Royal Mail 48hr Tracked.

In the rare eventuality that you may suspect Royal Mail has lost your parcel, please allow 15 working days, as Royal Mail will not declare an item as lost until this period has expired.

If you require more information on shipping terms please use our contact us page. Alternatively call our web support team on 01709 361919 option 4.

Non UK Mainland & Republic of Ireland Delivery Charges

If it's a small item/order then we will endeavour to send Royal mail, the price for this will be £4

If it's a large item or a bike then we will send via our courier DPD

Northern Ireland……….PARCEL = £12 / BIKE = £25

Scottish Islands………… PARCEL = £12 / BIKE = £25

Isle of Man…………PARCEL = £12 / BIKE = £25

Isles of Scilly…………PARCEL = £12 / BIKE = £25

Channel Isles…………PARCEL = £12 / BIKE = £25

Isle of Wight…………PARCEL = £12 / BIKE = £25

Scottish Highlands and Offshore

There is a surcharge of £17.00 for items shipped to the following postcodes.

  • HS1 - HS9
  • IV41 - IV56
  • KA27 - KA28
  • KW15 - KW17
  • PA20
  • PA41 - PA49
  • PA60 - PA78
  • PH42 - PH44
  • ZE1 - ZE3

If you require more information on shipping terms please use our contact us page. Alternatively call our web support team on 01709 361919.

Postcode Areas and Destinations Requiring Additional Delivery Days

Customer orders to the following postcode areas and destiniations will need to allow extra time for delivery and will be delivered by Royal Mail.

5 to 10 Working Days7 to 15 Working Days
Scottish Border/ Mainland
AB37-AB38IV21-IV24
AB41-46IV26-IV28
IV1-IV20IV40
IV25IV52-IV54
IV30-IV37PA40
IV63PH30-PH32
PH15-PH26PH34-PH41
PA21-35KW1-KW14
PA37-PA39PA36
FK19-FK21
PH33
PH49
PH50
Scottish Highlands and Offshore
HS1-HS9
IV41-IV51
IV54-IV56
KA27-KA28
KW15-KW17
PA20
PA41-PA49
PA62-PA76
PH42-PH44
ZE1-ZE3
Northern Ireland
BT1-BT17
BT18 +
Southern Ireland
DUBLIN 1-24
DUBLIN COUNTY
Other
Isle Of ManAlderney, Herm, Sark
Isle Of Wight
Channel Islands

Bank Holidays and Public Holidays

Orders placed on or around bank holidays and public holidays are likely to be delayed. This is due to couriers not operating on these dates and staff holidays.

Affected days include:

  • New Year's Day
  • Good Friday, Easter Weekend, Easter Monday
  • Royal Wedding
  • May Day
  • Spring Bank Holiday
  • Summer Bank Holiday
  • Christmas Day
  • Boxing Day

Goods out of Stock

Very rarely does this happens but if the good(s) are out of stock and unavailable to order (i.e. sale items) you will be emailed ASAP with possible alternative(s) or the option to cancel the order.

Special Orders

If the good(s) are currently out of stock but can be special ordered from our supplier, you will be emailed ASAP with an estimated delivery time. The product will not be ordered until we receive your confirmation via email or telephone to proceed.

Please note: On occasions ETA's for items on special order will be put back by our suppliers, if this occurs you will be contacted by our purchasing department. Also when you place your order, our payment system Sage Pay automatically checks and takes the payment.

Part Orders

If we only have part of the order in stock this will be sent and the rest of the order will follow as the good(s) come into stock unless they are unavailable then you will be emailed within 24 hours of ordering and the good(s) in stock will be despatched.

Order Cancellation

If you wish to cancel an order please contact us ASAP by calling 01709 361919. If the order has been despatched already please use the returns procedure.

INTERNATIONAL SHIPPING

Our system will work out the appropriate shipping costs when you add items to your basket.

Our chosen couriers are Royal Mail and DHL

All international orders up to 1kg to Europe and the rest of the world will be sent via Royal Mail

Royal Mail services offered: International Signed For or Airsure

How fast is Airsure®?

All Airsure® mail receives priority handling in the UK and abroad making it, in some cases, up to one day faster than International Signed For

How fast is International Signed For™?

If International Signed For™ with Airmail delivery is used, the target time is three working days to Western Europe, five working days to Eastern Europe and seven working days for the rest of the world.

All international orders above 1kg to Europe and the rest of the world will be sent via TNT

Estimated delivery times for TNT to Europe and the rest of the world.

European Union  
Destinations Transit Times*
Austria 4 - 5
Belgium 2
Bulgaria 5 - 6
Czech Republic 4 - 6
Denmark (excl. Faroe Islands and Greenland) 3 - 4
Estonia 6
Finland 5 - 6
France (incl. Monaco and Corsica, excl. Andorra) 3 - 4
Germany 3
Hungary 4 - 6
Ireland 4 - 5
Italy (excl. San Marino and Vatican City 4 - 7
Lithuania 5 - 6
Luxembourg 3
Netherlands 2
Portugal (incl. Azores and Madeira) 4 - 6
Romania 5 - 6
Slovakia 4 - 6
Slovenia 5 - 6
Spain (incl. Balearics, excl. Canary Island) 4 - 6
   
Non European union  
Destinations Transit Times*
Australia 7 - 12
Brazil 7 - 15
Canada 6 - 12
China 9 - 16
Cyprus 6 - 8
Greece 6 - 8
Hong Kong 6 - 10
India 6 - 17
Japan 5 - 8
Malta 6 - 8
New Zealand 7 - 10
Norway 5 - 8
Rest of Europe 6 - 12
Rest of world 7 - 16
Russia 10 - 12
South Africa 6 - 17
Switzerland 4 - 6
Turkey 6 - 12
United States 6 - 8

Any queries please email international@jejamescycles.co.uk

SHIPPING RESTRICTIONS

We cannot send certain goods overseas. These include pressurized containers such as GT-85 spray lube, Oils and Maintenance fluids such as chain oils and brake/fork oils. If these items are ordered we will remove and refund the items from the order.

Certain suppliers will not allow their goods to be sent outside the U.K.

If you require more information on products with shipping restrictions please email us before ordering.

HOW WE PACKAGE OUR ORDERS

Some of our products may not be available in their branded packaging; these are due to many of our genuine parts being bought in bulk and occasionally are not supplied with individual branded packaging. These are regardless genuine branded goods.

On very low stock levels some products may have spent time on a retail sales floor for display purposes only, if the goods are soiled or damaged we will contact you before dispatch where possible to explain the discrepancy. Note this may delay the order until the goods are agreed by the customer.

Please view our bike assembly guide below to see how our bikes are assembled & packaged, as well as how to assemble your new bike when it arrives.

Bike Assembly Guide PDF


VAT & IMPORT DUTIES

Customers within the EU are required to pay VAT on goods..... With the exception of safety helmets, children's clothing, energy foods and books. These items are all VAT free

You are responsible for payment of any charges your government may issue when the goods arrive at their destination country.

J.E.James Cycles will not reimburse any costs incurred regardless of circumstances.


RETURNING AN ORDER

Returning an Order Because it is Unsuitable ie. "Does not fit"

If you would like to return any item you ordered for an exchange or refund this is no problem. We allow 30 days from date of purchase for items to be returned.

All items returned must be accompanied with a returns form. Please email our returns department who will be happy to issue you with a returns number, returns form and will reserve the replacement item, if applicable.

Please only return the item[s] for exchange/refund not the whole order.

All goods must be returned to us in secure packaging, please refer to "how we package our orders"

We cannot accept any responsibility for goods damaged in return transit due to poor packaging and goods lost.

All return shipping cost must be paid for by the customer. Unfortunately we cannot refund the initial cost of sending the goods and the cost of returning the goods. We will charge again to ship the replacement items if applicable.



Returning an Order Because it is Faulty

Most manufacturers offer a U.K.warranty on their goods.

We are happy to carry out the warranty if the goods prove faulty provided the customer returns the goods to our U.K. Returns department.

Warranty does not cover general wear and tear, crash damage, improper use and poor maintenance.

Please refer to the manufacturer's website for specific warranty terms and conditions or contact us.

If you have a warranty claim please email us and provide as much information as possible, in most circumstances it can be helpful if images of the fault are also provided.

We can advise on what needs to be sent back, for example if the rear derailleur is at fault on a bike you purchased from us only that item needs to be returned not the complete bike.

After we have made an initial warranty assessment we will issue you with a returns number and returns form. If items can be repaired locally this may prove more cost effective for overseas customers and we will be happy to reimburse any cost provided documentation is forwarded to us. Before any repairs are carried out locally you must inform us of the cost of the repair, most bike shops will be happy to provide a quote for any potential repair/replacement work.

Small items can be returned using your local domestic postal service. We recommend a traceable and insured service is used.

For returning large items such as bikes, we can arrange collection through our courier. The collection can be arranged on a time and at a location to suit you (costs may increase if a specific time is required).

All return shipping cost must be paid for by the customer. Unfortunately we cannot refund the initial cost of sending the goods and the cost of returning the goods. We will charge again to ship the replacement items if applicable.

Additional Returns Information

Please do not return any items without contacting J.E.James Cycles first.

All goods returned must be accompanied with a returns number and returns form. The packaging must be clearly labelled on the customs information/declaration document [CN22/CN23] as "RETURNED GOODS-FAILED SALE"

Failure to do so may result in the goods been refused entry to the UK and returned to sender.

If you have paid import duty or taxes on the goods received and then want to return the item[s] for refund. You should be able to claim back these costs once the refund has been completed. To apply for this refund you will need to show proof of duty/taxes paid and shipping documentation showing the goods were returned to the UK. We advice you contact your local government office for specific information on duty refunds.

All goods must be returned to us in secure packaging as they were sent to reduce the risk of damage in transit. Please refer to "How We Package Our Orders" for more information on how to repackage your goods safely and securely.

We cannot accept responsibility for damaged or lost goods due to incorrect/unsuitable/poor packaging or incorrect/falsified documentation. The shipping cost of all returned goods is at the customer's expense and J.E.James Cycles will not reimburse these amounts.


J.E.JAMES CYCLES ASSEMBLY GUIDE

Bike Assembly Guide PDF

  • In stock.= In stock
  • Out of stock.= Out of stock