Payment, Delivery & Returns

Orders Delivery Returns

Payment

If you are based outside of the EU the pricing will have VAT deducted once you select your shipping country at checkout.

Once payment has been successfully processed and we have confirmed your order we will ship it as quickly as possible, which means we usually can't make any changes once it has been placed. This includes changing the delivery method, delivery address or payment method. However, we will endeavour to help and ask that you contact us by email to web.orders@condorcycles.com as soon after placing your order as possible.

For security reasons we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted, it will still normally be delivered if it can fit through your letterbox. If not, you'll be left a card with details of how to arrange redelivery or collect the package.

We accept payment by credit or debit card (American Express, VISA, or MasterCard) or PayPal. Credit or debit card transactions are securely processed by Shopify Payments.

 

Delivery

UK DELIVERY OPTIONS

We treat all orders as priority. Once your order is confirmed and payment has been accepted we aim to dispatch the goods on the same day.

 

FREE delivery on all orders over £50!

Spend £50 or more and get free shipping (2-3 working days). We will usually send by Royal Mail Tracked 48.

Collect from store – FREE

You can collect your order from our Gray's Inn Road store for free. If you're not sure when you can get it to collect, don't worry — once you've completed checkout, the item is yours, and we'll hold it for you until you can come in. We will notify you by email as soon as your order is ready for collection.

Royal Mail 1st Class – £1.95

Available on orders up to £15 in value. Royal Mail delivers the majority of 1st Class items on the next working day, but it is not a guaranteed service.

Royal Mail Tracked 48 – £2.95

This service offers full tracking and does not require a signature. Shipments will usually arrive in 2 working days.

Royal Mail Tracked 24 – £3.95

This service offers full tracking and does not require a signature. Shipments will usually arrive in 1 working day.

Royal Mail Special Delivery – £7.95

If you need your order on the next working day, this option provides that guarantee. Orders will arrive by 1pm. Please note that there is a cut off time of 5pm for next working day delivery. Orders received after this time will be sent on the next working day for delivery the working day following.

Royal Mail Special Delivery with Saturday Guarantee – £9.95

If you are ordering on a Friday and need your order on Saturday, this option provides that guarantee. Please note that there is a cut off time of 5pm for Saturday guaranteed delivery.

Frame delivery – FREE

If the frame is confirmed as in stock it will usually be dispatched within 5 working days of ordering, but may take longer. Upon receiving your order we will prepare the frame, pack it securely and get it ready for shipping. Frame orders are shipped by FedEx UK and will arrive on the next working day after dispatch between 7am and 9pm .

Bicycle delivery – £35.00

All bicycles are delivered ready to ride, except you will need to turn the handlebars and install the pedals. Instructions are sent in the package that explain how to do this. Upon receiving your order we will confirm the availability of the frame and components, and provide an estimated build time. We will contact you once the bicycle is ready to ship. Bicycle orders are shipped by FedEx UK and will arrive on the next working day after dispatch between 7am and 9pm.

With any of the shipping methods we use, bank holidays will cause a delay to the standard transit time. Once an order has been processed the delivery address cannot be changed. We are also unable to redirect mail once dispatched. For these reasons please supply the delivery address carefully so that someone will be available to sign for your parcel. If there is nobody in when the couriers call, they will leave a card.

Missing items or damage

In the unlikely event that you are missing an item or an item is damaged please contact us by email to web.orders@condorcycles.com within 24 hours of receiving your package. We regret that we cannot assist with claims received after this time.

 

INTERNATIONAL DELIVERY OPTIONS

 

Accessory and component orders – £10.80 EU/£12.00 ROW
Goods are shipped by Royal Mail International Tracked & Signed. This service typically takes 3-5 working days to Europe and 5-7 working days to the rest of the world, but please note that this is not a time guaranteed service.

Customs and import duties are charged once the parcel reaches its destination country. Any charges are the responsibility of the recipient. They are outside of our control and we cannot be held responsible. Rates of duty vary from country to country so please check with your local Customs office if you are in any doubt.

International frame and bicycle delivery £varies
We ship frames and bikes internationally by DHL. Due to their bulky size there are extra costs involved and we will confirm the price of shipping when you make your order. We keep our international delivery prices as low as possible and are always working hard to get the very best deal for our international customers. Bikes dispatched internationally (outside of the UK) are fully assembled and safety checked before being partially disassembled and prepared for shipping. A small amount of assembly will be required when you receive your bike.

All international shipments can be tracked online and we will supply you with a tracking reference number or link to track the package.

 

Returns

 

UK CUSTOMERS

 

In-store purchases

If you purchased in-store and change your mind about your purchase, please return the unused goods in their original packaging with your receipt within 14 days. We will offer you an exchange or credit. This does not affect your statutory rights. Please note that sale items are excluded from this policy and may not be returned.

Online purchases

Returns are FREE for UK customers!

If you would like to return or exchange a product purchased online or via mail order please return it to us within 14 days of receiving your order along with a completed UK returns form . You will require Adobe Reader or an alternative PDF viewer to open this file.

Once you have completed the returns form, you can create a free postage label . It is important that you obtain proof of postage when you drop off your parcel, otherwise we cannot be held responsible for loss. You may use another postal service if you prefer, but we are unable to reimburse your cost of doing so.

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means you must keep all original packaging, tags and labels, and that the item is unused and undamaged. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to reject the return and send it back to you.

We can't offer refunds or exchanges, unless faulty, on the following items:

  • products that have been personalised for you (this includes custom frames and bespoke bicycles);
  • perishable goods such as food;
  • underwear;
  • special order items (we are also unable to accept cancellations for these orders, which we'll make this clear when you place your order).

 

INTERNATIONAL CUSTOMERS

 

If you would like to return or exchange a product purchased online please return it to us within 14 days of receiving your order along with a completed international returns form . You will require Adobe Reader or an alternative PDF viewer to open this file. We recommend that you obtain proof of postage and use a tracked service with insurance if necessary. We will not reimburse you for the cost of your return, unless an item was faulty or incorrect.

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means you must keep all original packaging, tags and labels, and that the item is unused and undamaged. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to reject the return and send it back to you.

We can't offer refunds or exchanges, unless faulty, on the following items:

  • products that have been personalised for you (this includes custom frames and bespoke bicycles);
  • perishable goods such as food;
  • underwear;
  • special order items (we are also unable to accept cancellations for these orders, which we'll make this clear when you place your order).