Shipping & Returns
SHIPPING AND RETURNS
Call me if you have any freight related questions or concerns.
Shipping, delivery, freight... to me it’s all just getting you awesome cycling bits, as quick as I can, so you can smash those climbs, sprints and down hill descents and tell your friends over a coffee just how good you are.
When will I ship your order?
If you place your order before 11am Monday-Friday I will do everything humanly possible to ship it out the same day. Why I would love to guarantee this I just can’t but I will do my absolute best. All orders received after 11am should be shipped the next business day.
What do I charge for shipping?
- All standard orders over $99 (under 2kg) are shipped freight free via Australia standard post with tracking and insurance.
- All orders under $99 carry a $9.99 charge and will be shipped via Australia Post Australia standard post with tracking and insurance.
- Express Post through Australia Post is an option on all orders at a cost of $15. My experience has shown this to be the most reliable service currently. Please note wheel sets will be sent via Star Track Express. If you select Express Post we will refund your postage cost.
- Wheel sets and items such as handlebars will be shipped with full tracking and insurance.
How long will my delivery take?
I deliver with Australia Post and Star Track express and you will receive your tracking information via email as soon as we ship your order. For all Australia Post delivery ETA’s please log on here https://auspost.com.au/service-updates/domestic-delivery-times If you download the Australia Post app, you’ll get SMS and push notifications to keep you updated along the way!
If your delivery has been shipped via Star Track express please log onto https://startrack.com.au/ for delivery estimates.
Where do I deliver?
I can deliver to almost all residential or business addresses, for Parcel Lockers, and PO Boxes I can only use Australia Post.
If you purchase a set of wheels then these can only be shipped via Star Track Express and must be delivered to a business or residential address and requires signature on delivery.
Returns
Now to the serious stuff
For all returns or exchanges, please email at info@bspokevelo.com.au so that I can discuss your requirements.
If you have a change of mind about your BSPOKE VELO purchase, we will happily offer to exchange any unwanted item(s) within 21 days of the order shipment date, as long as the item is in new and un-used condition, and it must be in the original packaging.
All return postage costs are to be paid for by the customer - unless the product is deemed to be a faulty product. In this case I will reimburse your postage cost on receiving of the goods and confirmation of the product being faulty. I strongly recommend taking out postage insurance for any returned goods as I cannot accept any responsibility for missing or damaged parcels lost in transit.
Once I receive your item I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.
If the refund is approved, then your refund will be processed minus the original postage cost and a credit will automatically be applied to your credit card or original method of payment. Depending on the method of payment and your banking institution please allow up to 14 business days for the funds to appear in your account. This is beyond my control.
Changed your mind?
We'll do our best to accommodate you at all times but unfortunately we can't offer refunds if you've just "changed your mind" about a purchase. Our position reflects Australian Consumer Law.
We do this because the unique nature of some of the "Custom" products we offer - wheelsets, bars, saddles etc means that it would take time for us to re-sell these products. This places strain on us by needing to use additional funds for our stock position and would mean we wouldn't be able to offer some products because of the high holding costs.
I am here to help so please pick up the phone or email me with any issues you may have. I want you to love your purchase and tell everyone how great BSPOKE VELO is to deal with.
Martin Keane, Owner