SHIPPING AND RETURNS

COVID-19 has presented us all many challenges and unfortunately freight delays are unavoidable in the current world we live in- We are experiencing longer than usual delays through both Australia Post and Star Trak express and every other freight company we have tried. Please allow additional time for your order to arrive. Our sincere apologies for the inconvenience. Call us if you have any freight related questions or concerns.

Shipping, delivery, freight... to us it’s all just getting you awesome cycling bits, as quick as we 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 we ship your order?

If you place your order before 11am Monday-Friday we will do everything humanly possible to ship it out the same day. Why we would love to guarantee this we just can’t but we will do our absolute best. All orders ordered after 11 am will be shipped the next business day.

What do we charge for shipping?

  • All orders over $99 are shipped freight free via Australia standard post with tracking and insurance.  
  • All orders under $99 carry a $9.90 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. Our experience during Covid times has shown this to be the most reliable service currently. Please note wheelsets will be sent via Star Trak Express. If you select Express Post we will refund your postage cost.
  • Wheel sets and items such as handlebars will be shipped via Star Trak express with full tracking and insurance.
  • If you are lucky enough to live in Melbourne and Geelong we will be offering Uber Parcel delivery for when you want it and you want it now! This service will be offered in the near future so keep a look out through our socials to when that option goes live.

How long will my delivery take?

We deliver with Australia Post and Star Trak 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 Trak express please log onto https://startrack.com.au/ for delivery estimates.

Where do we deliver?

We can deliver to almost all residential or business addresses, for Parcel Lockers, and PO Boxes we 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 contact us on 1300 133 730 or email at anthony@bspokevelo.com.au so that we 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 we will reimburse your postage cost on receiving of the goods and confirmation of the product being faulty.  We strongly recommend taking out postage insurance for any returned goods as we cannot accept any responsibility for missing or damaged parcels lost in transit.

Please ship returns to the following address:

BSPOKE VELO

PO BOX 25

Nunawading, Victoria 3131

So we know who you are please include your receipt of purchase.

Refunds (if applicable)
Once we receive your item we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the refund is approved, then your refund will be processed, 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 our control.

 

We are here to help so please pick up the phone or email us with any issues you may have. We want you to love your purchase and tell everyone how great BSPOKE VELO is to deal with.