Delivery & Returns
Delivery
On all orders over the value of £50.00, delivery is free.
All orders under the value of £50.00 (excluding P&P) will incur an £8.00 delivery charge.
If your require shipping outside of the UK please contact us prior to making an order.
We use either Royal Mail 1st class recorded for smaller deliveries or CityLink for larger items such as frames and bikes.
If for some reason a product is out of stock or becomes unavailable after an order is placed we will contact you, apologise for our error and offer you a full refund or exchange.
On receiving a Bike:
Every bike purchased from us is checked before despatch and will arrive ready to ride, with gears and brakes fitted. You will need to perform one or more of the following steps before rolling out for the first time:
- Turn bars and adjust to your preference
- Align and adjust seat to your preference
- Attach pedals (our bikes are not supplied with pedals, unless stated otherwise on the product description page)
- Attach front wheel if not already fitted
Returns
If you're not completely satisfied with an item you may return it within 28 days of purchase, and as long as the item isn't fitted or used we'll be happy to receive it back for a refund or exchange. Please contact us first by phone.
Return shipping costs are non-refundable. If the item is being returned as a result of our error, (damaged, defective, wrong item sent etc), we will refund Royal Mail First Class or Standard Parcel postage costs only.
The goods must be in their original condition and include all parts, accessories and packaging. Please include a copy of your invoice or a note with your details and invoice number including a contact phone number. Please ensure you package your returned item/s suitably to prevent any damage to the items, and insure them appropriately. The goods are your responsibility until they reach us.
It can take up to 7 working days for us to receive your return, depending on which postal service you use. However, once we receive your goods, we will check and process them within 24hrs. Refunds will automatically be issued to the same card used to purchase the goods. As soon as your return has been processed we will email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel, please get in touch with us via email - thegorillas@thegorillafirm.com.
NOTE: Please do not tape up or attach labels direct to the retail packaging, please wrap the item first.
If your purchase isn't everything you expected it to be and you wish to exchange an item the simplest and quickest thing to do is place a brand new order for your new item and return the old one to us for a full refund.
If you want to return an item, please contact us first by phone on 01832 273783, or email sales@gorillafirmcycling.com and you can then send your returns to :
RETURNS, Gorilla Firm Cycling, Unit 2, Oundle Wharf, Station Road, Oundle, PE8 4DE
Returning a bike:
A bike will be accepted back on the condition that it is not fitted, is unused and is of saleable quality.
Customers MUST contact us prior to returning a bike to ensure that we can advise you on the best way to return your bike. We can arrange collection for you from your home or work address, using our reduced courier rates. (Please be aware that rebooking fees will be applied if you miss a pick up arrangement). When emailing us, please remember to include the invoice number and your details.
The goods must be in their original condition and include all parts, accessories and packaging. The goods are your responsibility until they reach us. Please ensure you package your returned item/s carefully and thoroughly to prevent any damage to the items.
Return shipping costs for bikes are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent etc), or unless you have received an agreement from us in writing.
