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Frequently asked questions
What payment methods can I use to place an order?
Does the item price include GST?
Do you combine shipping on multiple purchases?
How much to ship to my town?
Can you send by Express Post?
How long does dispatch and delivery take?
Please allow for a delivery time of up to 10 working days for our standard postage service and 1-3 working days for our Express postage service from the date your item is dispatched. Please note there is no dispatch or delivery on weekends or public holidays.
Can I pick up my order?
We also have a pay online - pick up in store facility for our ebikes. View the details of this under the Pay Online-Pickup In-store section under the ASK tab.
Do you ship items outside Australia?
Returns, Exchanges and Warranty
Is it possible to return my order?
Yes you can return part of, or your full order if the goods are:
- The products are unwanted or you change your mind
- Faulty or develop a fault within the manufacturers warranty period
- Not fit for purpose (i.e. they don't do what we said they would do)
- Don't match our description or sample
- Of unacceptable quality, or
- Fail to meet other mandatory consumer guarantees under the Australian Consumer Law.
Our refund policies follow:
We understand that you may have changed your mind on a purchased item, and we provide you with 30-days from the date of sale to arrange a return to receive a refund. All returned items must be in their original unspoilt packaging and in an un-used and readily saleable condition. If returning bicycles, they must be in an un-ridden condition.
You will be responsible for the cost of returning the item to us and we will refund the purchase price of the product less a re-stocking fee within 5 working days of receiving the item back.
The re-stocking fee for parts and accessories will be $15. The re-stocking fee for bicycles and other bulky items will be $45.
If the product is not received by us in its original condition we will be unable to refund for it and you will have to pay for its return to you.
Please be extra careful when returning fragile items as we can only refund them if they are received by us in an unbroken and in saleable condition.
Some products are excluded from the above Unwanted Items policy, being service items (eg. brake pads, hydraulic fluids, cleaning and lubrication products). The Unwanted Items policy does not apply to trade customers.
Damaged or Faulty Products
If you wish to return an item that is faulty, and is within the manufacturer’s warranty period, then please contact us using the email address or telephone number below and include as much information as possible. We will reply to you to get any extra information that we may need, which may include photos of the product and the packaging.
Please include a covering note with your name and address along with your eBay ID (if via ebay) and item number- and importantly a Return Authorisation (RA) number. When it gets back to us it will be refunded immediately.
Please do not return anything until you have a Return Authorisation (RA) number. We will refund the cost of you returning it to us as long as you have notified us beforehand and obtained a Return Authorisation (RA) number and have used the cheapest possible reliable service to send it back to us.
How can I organise a return?
Please contact us by phone or email within 30 days of the delivery date to organise the return of your item(s).
When sending an email please provide the following information:
- Your e-mail address
- Your telephone number
- Your order number
- A brief description of the problem
Alternatively you can contact us by phone on +61 2 9420 9488 to arrange a return. Please make sure you have the above details ready when you call.
All return requests will receive an email confirmation and a Return Authorisation number. Please make sure you have this Return Authorisation number and quote it in your cover note before returning any product to Eurocycles.
The returns address is Eurocycles, Unit 21, 2 Chaplin Drive, Lane Cove NSW 2066, Australia.