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H2 Gear Frequently Asked Questions

H2 Gear

How will the bike arrive?

All bikes recieve a Pre-Delivery Inspection in our workshop before dispatch. Bikes will be safety checked and all moving parts checked for correct operation before we partially dismantle and pack for delivery. If a bike comes with tubeless tyres we will set up the wheel system accordingly.

We use additional packing materials on all bikes that we dispatch, over and above the standard that we recieve from the factory. We take every effort to ensure that your bike will arrive safely with you and do not dispatch bikes that have any cosmetic damage unless we have highlighted any issues to you beforehand and confirmed that you are happy to proceed with your order. In the unlikely event of your bike arriving with damage caused by the courier in transit please contact us as soon as possible so we can advise on the next step. Please do not ride the bike if it has arrived with any damage of any kind as this may not be able to accept a return if a bike has been ridden.

As a general rule you will need to carry out the following steps before riding your new bike:
  • Re-fit front wheel - most wheels will be equipped with a quick release or thru axle and should be straightforward to fit. On rim braked bikes make sure that the front brake is working correctly before riding. Check that the brake rotor is aligned on disc brake equipped bikes.
  • Re-fit handlebars - remove the face plate from the front of the stem and re-fit the bars using the allen bolts supplied. Use a torque wrench to tighten to the correct setting stamped on the stem.
  • Fit pedals - not all bikes are supplied with pedals as standard. We can supply basic flat pedals on request.
  • Re-fit seat post and saddle - we will generally not remove the seat from the seat post for shipping. A sachet of carbon paste will be supplied and this can be used on carbon seat posts to ensure no slippage while riding.
If there are any specific re-assembly steps to carry out on your bike we will advise you accordingly. It should be possible to carry out all of the steps above with a multi-tool and / or 4 & 5mm allen tools. If you are unsure on how to proceed please give us a call or email and we will be happy to provide further advice. If you do not feel confident about carrying out any of the steps above a bike shop will generally charge £50 to build a bike from a box.

We recommend that a 'six week' service is carried out by your local Giant dealer to ensure your bike is in good working order and to address any defects. Budget around £30 for this to be carried out unless returning the bike to us. We do not cover the cost of this service unless the work is carried out in our St Paul's store.

How long will my order take to arrive?

We ship most items on a FREE next day service (minimum spend applies). Orders placed Mon - Thurs should arrive next day to most UK addresses. Deliveries to Northern Ireland and the Scottish Highlands & Islands will take at least 48 hours to arrive from date of dispatch. Orders placed on after midday on Friday will be shipped the following Monday (except Bank Holidays).

If you are ordering a bike from us we will email you when your order has been processed with an estimated date for building and shipping. We aim to ship your bike to you as quickly as possible and will often achieve a next day delivery. However during busier periods or due to external issues it can sometimes take longer to build and ship. Please refer to the email confirming your order has been processed or contact us during opening hours if you need more information or require delivery on a particular date. It is possible to arrange a Saturday delivery for a small fee if required.

We will phone or email to confirm when we schedule your bike into the workshop to be built. You will receive a tracking number from DHL prior to delivery.During peak times of year bikes may be delivered 7-10 days from order.

Bike orders require a signature on arrival unless you specify a safe place to leave it - this arrangement is entirely at your discretion, and we cannot be held liable for damages/dissappearance of bicycles with this method of receipt.

Please refer to our delivery page for specifics on your preferred postage method.http://www.h2gear.co.uk/delivery.aspx

I need to return my order, what should I do?

We will refund unwanted & unused items returned to us within 28 days of purchase. We will only provide a refund on a bike that has been unridden. This does not effect your statutory rights. We promise to make the return as easy as possible for you. For details on how to return items to H2Gear please refer to our returns pagehttp://www.h2gear.co.uk/returns.aspxfor more information.

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