PRODUCT INFO
Can you give me any more information on a product?
We try to give as much information as
possible about all our products including the colour,
materials and of course plenty of clear images, which you can zoom in on to get
a closer look at the details.
If you do need any more info send an email to
support@sunlova.com and we will do our best to help you out
What is the bike frame size?
It
is the length from the centre of the bottom bracket shell to the centre of the
top tube, as shown in the below picture.
How do I know if the bike is suitable for me?
Measure your inside leg measurement (this is the distance from the floor to
your crotch )to the floor, subtract 3" (for mountain
bikes, or 1" for road bikes) then subtract 10" (the average distance
from the bottom bracket to the ground). This will give you the maximum frame
size that you will need.
You can also
refer to the seat height (it is measured from the floor to the top of saddle)
we sate in the description, if your inside leg measurement plus 10cm (the
distance from the floor to the lowest point of the pedal) is in the range of
seat height then it is fine for you.
DELIVERY INFO
How long will it take?
We dispatch
our goods on the next working day after cleared payment being received via next working day delivery , it normally takes 1-2 working days .
Please note that
during this particularly busy period orders may take slightly longer.
When will you deliver?
Our courier will attempt delivery anytime between 9am and 6pm Monday to Friday
(except Bank Holidays).
Do I need to sign for the delivery?
A signature is required and if you are not available our courier will try a neighbour and post a card at your address to let you know.
Can I send my order to another address?
Yes, of course. You can choose a different address as your shipping address
when you check out or send us an email to advise the different shipping address..
Can I get my order any sooner?
Yes, You can ask for
next day 12am / 10:30am delivery service
by paying 5 to 10 pounds extra, for Saturday delivery there is a 20 pounds
surcharge.
Can I track my delivery?
Yes. We will send you a tracking no via email when the order has been despatched, and you can track the UK mail s website at www.ukmail.com
Will you deliver to me?
We ship most of our goods except electric bikes to
The
The postage for 16inch and 20inch folding bikes to European Union is the below, for other bikes please contact us for details.
l
l
l
l For the other countries in
EU---- 45-60 pounds, please ask for details
What happens if I miss my delivery?
Our courier will try at your neighbours and if they
are available to sign will leave it with them and post a card through your door
to let you know. If our courier misses you or your neighbours
they will leave a card
and try again the next working day. If they miss you again,
they will leave you another card and take the goods back to the nearest depot
where they can be collected.
RETURNING ITEMS
How should I
send it?
We recommend you post any returns to us using a carrier who can give you a Certificate of Posting as, until the
parcel reaches us, it is your responsibility.
Do I have to pay to return?
We are sorry but if you are returning items because you have changed your mind
it will be at your cost and we will not refund you original delivery charge.
We will however exchange any unwanted returns
and re-send them without any further charge
How long can I keep my order before returning?
We ask you return your items to us within 7 days of receiving them.
How long will it take to get my refund?
Refunds are usually processed within a few days of us receiving the goods back.
Please note that during this particularly busy period it may take up to a
week to process your return.
Please allow a further week for the amount to
show on your account. Sorry if this seems a little long but the timeframe is
dictated by your bank or card issuer and we have no control over it.
We will refund you by the same method as
payment (i.e. same card, Paypal)
And when will I receive my exchange?
Exchanges are usually processed and despatched within
a few days of us receiving the goods back.
Please note that during this particularly
busy period it may take up to a week to process your return.
We can only exchange an item for a different
size or colour in the same item or for a different
product of the same (or lower, with us refunding you the difference) price as
the original item.
Please state clearly on the returns section
of the despatch note which item you want to exchange
and for what.
If we do not have the stock available we will
refund you and send you an email to let you know.
You have sent me the wrong items
We are only human and occasionally mistakes can
happen. If it has happened to you we are very sorry and we will do our best to
get the right items to you as soon as possible.
Get in touch with our support team via email support@sunlova.com or give us a call
The item I received is faulty
If you think the item your received is faulty get in touch
with our support team and we will try our best to sort it out.