FAQ

Shopping at ProBikeKit

Shipping and Deliveries

Exchanges and Returns

How do I show prices in my local currency?

Your country will normally be detected when you visit our site and items will be shown in your local currency. If this isn’t your currency, you can set your own preferences by clicking on the "Change Currency" link at the top of the page and selecting the relevant currency.

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Do I need an account to shop at PBK?

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (our favourite bit) exclusive offers, special deals and PBK Reward Points.

You can sign up right now by clicking the register link or you can start shopping straight away and set your account up when you check out, whichever suits you best.

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How do I place an order?

We've aimed to make this process as easy as possible:
  1. Find an item you like.
  2. Choose the size/colour/option, if applicable.
  3. Click the "Add to Cart" button.
  4. You can check the contents of your cart and the total cost at any time by clicking on the "My Cart" link at the top right of the page.
  5. Postage costs will be shown in your basket when you select your shipping destination.
  6. You can remove items from your basket or alter the quantity required at any time.
  7. Click the "Checkout" button when you finish shopping.
  8. Fill in all the address and payment details on the secure forms.
  9. Fill in all the order details on the secure form.
  10. Confirm your order details to complete your order.
  11. You will receive an email from ProBikeKit confirming your order has been received.

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What if I want an item that is out of stock?

We hold the vast majority of the goods listed on our website in stock. When an item is out of stock, we’ll give you the option of requesting an email when the item comes into stock to enable you to complete your order at a later date. Just click the "Email Me" button for the out of stock item to set up an alert for when the item comes back into stock.

For certain items, such as high value specialist frames or forthcoming product releases, we may also offer you the option of ordering the product in advance.

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Will the item be exactly the same colour as shown on the website?

The colour of the item may vary slightly from the colour on your screen due to a number of different factors such as Internet browsers and monitor colour contrasts. From time to time manufacturers will make slight changes to an item’s original specification such as minor colour changes, product features and technical specs. While we will make every effort to ensure that the image and specification shown for each product is an exact match to the item you will receive, there may be times when you will receive a product that differs slightly from the item that is displayed.

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How do I choose the correct size?

You’ll find a size chart or sizing information where required on the individual item pages, simply click on the "Check Your Size" button to display the relevant size guide for the item you are looking at.

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What currency will I pay for my order in?

You will pay for your order in the currency displayed on the order confirmation page, which is governed by your currency preferences. You can change the currency by clicking on the "Change Currency" link at the top of the page.

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Which credit and debit cards can I use to pay?

We accept credit and debit card payments by Visa, Mastercard, Maestro, Delta, JCB, Switch and Solo.

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How can I use PBK reward points to pay for goods?

You can redeem PBK Reward Points assigned to your account by selecting them as a payment method when you checkout. If you do not have enough reward points to cover the total cost of your order the balance can be paid using a payment card, gift card or store credit, if available. Please note that if you have not registered for an account with ProBikeKit you will be unable to earn PBK Reward Points and use them to save on future purchases.

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How can I use a Promotional Code to claim a discount?

You can claim a Promotional Discount at checkout by simply entering the Promotional Code in your Shopping Cart and clicking the "Update" button to apply it to the cost of your order.

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How can I use a Gift Card to to pay for goods?

You can use a Gift Card to pay for goods by entering the unique Gift Card number received in your Gift Card Email into the Gift Card section of your Shopping Cart and clicking the "Update" button to apply it to the cost of your order. Be sure to use your Gift Card before its expiry date.

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When will my card be charged?

If your card is authorised, payment will be taken immediately, and you will receive an email confirming receipt of your order. If you are Preordering an item which is not yet in stock, we will take payment for the item when we receive the item and we are ready to dispatch it to you. In some circumstance where the item is a special order for you we will take a deposit and the balance when the item is received and ready to be shipped to you.

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Where do you deliver?

We deliver to over 100 countries worldwide. We can deliver to your home or work address to make things convenient for you. We always recommend you nominate a delivery address where somebody will be in attendance that you trust to receive your items and if necessary sign for your parcel if you are not available. You will be asked during checkout to specify a delivery address, you can also set up multiple addresses for future use by logging into your account and using the Address Book feature.

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How long will delivery take?

We will always do our best to dispatch orders within one working day of receipt of order, except for items requiring advance orders as indicated on our Websites. During busy periods this time frame can increase and we will endeavour to dispatch orders as soon as possible. UK orders will be delivered using first class Royal Mail or Parcel Force. Delivery is normally expected within 5 days of our email confirming dispatch of your order, if not sooner.

International orders will be dispatched via Royal Mail or Parcel Force. Delivery is normally expected within 10 to 21 days of of our email confirming dispatch of your order.

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Can I have free shipping on my order?

We often offer free postage on orders over a certain value. If your order qualifies for free shipping you will be able to select this shipping method either by providing your shipping destination in your shopping cart and clicking the "Update" button or when you checkout and all the relevant delivery options for your order will be presented to you.

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How do I select priority picking?

You can upgrade your order by selecting Priority Picking in your shopping cart. This guarantees that your order will be fast tracked to the front of the queue in the warehouse with same day pick and dispatch as a priority before Standard Orders, (excludes out of stock and Preorder Items).

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Will I have to pay customs charges in my country?

If your delivery address is outside of the UK or EEC, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note customs policies vary widely from country to country. We recommend you contact your local customs office for further information. International shipments may be subject to cross-border inspections by customs authorities.

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How do I track the progress of my order?

You can check the status of your orders by logging into your account and going to the My Orders section. Here you can easily reorder items you previously purchased with one click. Click on "View Order" to see the details of a specific order, including the latest delivery information.

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How do I cancel an order?

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the procedures for returns. Unfortunately goods that have been dispatched cannot be changed or redirected to an alternative address.

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What is your returns policy?

We have a straight-forward 30 day returns policy, which is detailed here: Returns and Exchanges

In summary you can return any item within 30 days of receipt for a refund of that item or to exchange it for the same item in a different size or colour, as long as you meet the following conditions.
Unless damaged or defective, we accept the return of items only if they are unopened (except in cases where the item has to be tried for fit) and in their original condition. In the case of clothing or other items which have to be tried for fit, any returns must be in their original packaging and with any labels still attached.

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Do I have to pay for postage if I want to exchange an item?

You will have to pay for return postage yourself, unless your item is damaged, defective or has been delivered to you in error, in which case we will refund postage in line with our Returns and Exchanges Policy. If items are returned for an exchange due to change of size/colour a further postage and package charge may be made to send the exchange item to you.

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How long do I have to exchange an item?

You have 30 days to exchange items. Please follow the instructions for returns in our Returns and Exchanges Policy.

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