Shipping & Returns

Shipping

At EBS Bikes, we strive to provide you with the best possible service when it comes to shipping your orders. Please review our shipping policy to understand how we handle dispatch times, delivery methods, tracking, out-of-stock products, and returns.

Shipping Locations

Please note that we only deliver to the UK due to Warranty / Return limitations.

Dispatch Times

Parts and Accessories: Orders placed before 1 PM (Monday to Friday, excluding public holidays) with a 24-hour shipping option will be dispatched on the same working day. Orders placed after 1 PM will be dispatched on the next working day.

Bikes: We aim to dispatch bikes as soon as possible. However, because the majority of our bikes are assembled in-house by our technicians, there may be a small wait time depending on the current workload in our workshop. Please allow a 24 hour build period before delivery is scheduled. We appreciate your understanding and patience as we ensure your bike is assembled with care and precision.

Shipping Methods

Assembled Bikes: Due to the nature of our assembled bikes, delivery is conducted by our in-house man-and-van courier service to ensure safe handling and transport. Depending on the destination and the nature of the product it may be delivered by a trusted subcontractor. This ensures your bike arrives in optimal condition and ready to ride.

Please Note: Bikes must be delivered to the address recorded on the order, this can not be changed. At the time of delivery, a valid Photo ID must be presented and the card used for payment must be shown. If the order was placed using finance, you must show an official document with a matching name and address.

Tracking Your Order

Smaller Items: Orders for smaller items, such as parts and accessories, are shipped by a reputable courier such as DHL, Royal Mail, etc. Once your order has been dispatched, you will receive a tracking link from the respective courier company via email. You can use this link to track your order and monitor its progress in real time.

Larger Items: For larger orders or finance orders, including assembled bikes, these must be sent out via our in house driver or sub contracted delivery driver. As a result, tracking may not always be available. We will confirm a delivery date and estimated time of arrival once this has been scheduled. If you have any questions regarding the delivery of a larger item, please contact our customer service team for more information.

Cancellations, Missed Deliveries and Redelivery Fees

If you decide to cancel an order, you will be liable for the delivery cost if the delivery has already been arranged with our delivery partner. If the product has already been collected you may be charged twice to recall the product back to our warehouse. If you wish to cancel an item please let us know before we arrange the shipping

Courier Company Deliveries: Most companies will attempt to deliver your order twice. If both delivery attempts are unsuccessful and no one is available to receive the package, the item will be automatically returned to us. Please note that a redelivery charge will apply if you wish to have the item shipped out again.

“Man-with-van” Deliveries: Couriers typically offer an 8 AM to 5 PM delivery window, so please ensure someone is available to receive your order. Please note the person who placed the order must be on site to receive the delivery with proof of address and ID. If this is not possible then the relevant documents must be given to a nominated recipient who we have also been informed of. Failure to do so will incur additional charges for each subsequent delivery attempt. Please keep this in mind when placing your order to avoid unnecessary delays and costs. Notice of cancellation must be given at least 24 hours before delivery otherwise additional charges may be incurred.

Out of Stock Products

We do our best to keep our stock levels accurate and up to date. However, due to the high volume of orders we receive, it is sometimes impossible to avoid situations where an item may become out of stock after you’ve placed your order. In these rare cases, we will promptly notify you and offer the following options:

Refund: We will issue a full refund for the out-of-stock item.

Alternative Product: Where possible, we will offer you an alternative product of similar value and quality. You may choose whether to accept this alternative or receive a refund instead.

While we try to limit out-of-stock occurrences as much as possible, unforeseen circumstances may occasionally cause delays or adjustments to your order. We appreciate your understanding and patience in these situations.

We are committed to providing you with a smooth and efficient service. If you have any further questions or need assistance, please do not hesitate to reach out to our customer support team.

Returns Policy:

At EBS Bikes, we want you to be completely satisfied with your purchase. If, for any reason, you are not, we offer a straight forward return process as outlined below:

Return Conditions:

– Unused and Original Packaging: All returned items must be unused, in their original packaging, and in the same condition in which they were received. We reserve the right to refuse returns if these conditions are not met.

– Return Postage Costs: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service and retaining proof of postage, as we cannot be held responsible for items lost in transit.

– Faulty Bikes: If you believe your bike is faulty, please refer to our Warranty Page to understand the warranty terms and length before proceeding with a return. If the bike falls under warranty, specific conditions and procedures may apply.

PLEASE NOTE: DUE TO SAFETY REASONS HELMETS CANNOT BE RETURNED/REFUNDED 

Return Period:

– All returns must be initiated within **14 days of delivery**. After this period, we cannot accept returns or issue refunds.

Return Address:

All returns should be sent to the following address:

EBS Bikes
Unit F, Schawpark, Main Street
Sauchie, Alloa, FK10 3JW
United Kingdom

Please ensure your return is sent to this address only. Returns sent to any other location may invalidate your return and could result in delays or refusal of your refund or exchange.

Contact Us

If you have any questions or need assistance with your return, please contact our customer service team before sending your item back to ensure a smooth and timely process.

Thank you for choosing Ebs Bikes. 

(Ebs Bikes is a trading name of EBIKES SCOTLAND LTD)