HAS MY ORDER BEEN SHIPPED OUT YET?
As soon as your order is dispatched from our packing bench, you will be sent an email to confirm that it's on its way. This timestamps your dispatch and it the point when it is in the mail bags.
Our Warehouse team work start the day early so we get ahead. Don't be surprized if you get an email at some crazy time in the morning.
From there it should be delivered within the timescale we advertise. You can track most orders by logging into your account..
I HAVE RECEIVED A FAULTY ITEM
We want all our customers to receive top quality goods (we stay away from the nasty stuff) so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team.
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you. Good idea to give us the invoice number.
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
This would be very unusual - however, If you have received an incorrect item in your order, let us know straight away by contacting our Customer Care Team. They will try and sort it out for you within the hour.
AN ITEM IS MISSING FROM MY ORDER
Sometimes we don't send everything you've ordered at the same time, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately.
If the delivery note says an item should be in your parcel but it isn't, please get in touch with Customer Care
Let us know the Invoice Number and the Product Code or Product Name of the item you wanted, and we'll look into it.
OUR RETURNS POLICY
Returning Goods to koo-bikes.com
In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund of that item or to exchange it for a different size or colour.
For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them.
Please note that in the interests of hygiene, items marked with a "!" next to the product name cannot be returned, unless they have remained in their original wrapping or are faulty.
In all cases, the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return.
The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
We recommend you use a postal service that insures you for the value of the goods you are returning. Please send your returned goods to:
Koo Bikes - Returns
New Victoria House
Weston Park Rd
We also accept cancelled orders under the Distance Selling Regulations -
HOW DO I RETURN AN EXISTING ITEM
As an online business, we aim to provide a Returns service that is totally hassle-free for you.
From receipt, you have 28 days to decide if you want to return any item within your order. Just contact us and request a return.
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you want us to.
It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your account.
Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE
We will usually refund you what you paid for the goods but not the delivery charge expect in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.
I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are very sorry if we have made a mistake on your refund. Please get in touch with ourCustomer Care Team who will try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded
The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.
Any discounts that were applied at the time of sale, which may not now be applicable .
HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as your return has been processed by our warehouse, we'll email you to let you know.
In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you within the hour.
If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED
We are really sorry if we made a mistake when processing your request!
If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.
If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Care Team so we can sort it out for you.
CAN I RETURN UNWANTED ITEMS THAT WERE BOUGHT USING A GIFT VOUCHER?
Of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.
For your convenience, we'll refund anything you paid for with your debit/credit card first, and then send you a new 16-digit code for any outstanding gift voucher credit you are owed.
CAN I CANCEL OR RETURN A GIFT VOUCHER?
If you are the Purchaser, you can cancel your unused gift voucher within 30 minutes of placing the order.
After that time, provided the gift voucher has not been redeemed or associated with an account, please contact our Customer Care Team for assistance.