Frequently Asked Questions
Our most frequently asked questions should give you a quick solution to most queries.
How can I contact you?
We'd love you to use our 'Can we help?' widget. You can find it in the bottom right-hand corner of every page on our website. Using this system allows us to prioritise your enquiry, getting you a response from the right person, faster. Should you wish to, you can also send an email to: [email protected] or call us on 020 7148 5572 using the appropriate extension listed below.
- Option 1: Online help and orders: (8am-7pm)
- Option 2: Marylebone (Store Opening Hours)
- Option 3: Chelsea (Store Opening Hours)
- Option 4: Islington (Store Opening Hours)
- Option 5: Hackney (Store Opening Hours)
- Option 6: Service Enquiries (Store Opening Hours)
What payment methods do you accept?
We accept all major cards via our payment provider Stripe, PayPal, cycle to work certificates (excluding Cyclescheme) and finance via Deko and Klarna.
How much does your delivery cost?
It's free on orders over £30 delivered to UK addresses. Otherwise, it's £2.
Which couriers do you use?
We use Royal Mail for accessories and DPD for bikes. Detailed information on our delivery page.
Can I collect my order from a Velorution store?
Absolutely. Timescales and more information are here.
Do you ship internationally?
Yes. However, there are product and country restrictions. Visit our delivery page for more information.
I've placed an order but have not received an order confirmation email
Sorry to hear that. There could be a couple of reasons why this has happened. In the first instance, please contact us with your name, email address and order number (if you have one to hand) and we'll help from there.
I can't complete the checkout
From time-to-time, and despite our best efforts, some gremlins can prevent you from completing your order. If you get stuck, please do contact us. It's very helpful if you include the following information. Product (or products) being purchased, a delivery address, a payment type, any error message that appears and finally the device or browser you're running.
Can I track my order?
We send tracking information via email with a link to track your order from our door to yours. If you have not received tracking information, please contact us. Please be aware we sometimes dispatch orders with multiple items in more than one package.
Do you have a returns policy?
I have a warranty issue
Supporting information regarding warranties is available on our returns page.
I see a product has a pre-order deposit option - what is this?
We offer a pre-order deposit on products when we know the item is on order with a supplier but not yet in our warehouse or one of our stores. Instead of asking for the full amount upfront, we ask for a portion of the value (usually £300) to secure an item. When the item arrives in stock, we'll email you a secure payment link enabling you to pay for the balance.
I'm after some more guidance when it comes to buying a bike or accessory.
We aim to provide as much information about the products we sell - for bikes and electric bikes this includes the key features alongside a detailed specification table. Please do reach out directly if you have any questions about specific products. For further advice, our journal features a wealth of guidance, inspiration and cycling stories.
How do I contact one of your stores?
Each of our stores can be telephoned via our main number: 020 7148 5572. Alternatively, they are available via email. Addresses can be found on our stores' page.
What time do your stores open?
All our opening times are detailed on our stores' page.
Do you accept cycle to work schemes?
Yes, we work with a variety of different cycle to work schemes. You can find a list on our cycle to work page. We don't currently work with Cyclescheme.
Can I test ride a bike before buying it?
Yes! We'd almost encourage you to - especially if it's an electric bike! Once you give one a go we're sure you'll be in love. Book a test ride online.
Do you service bikes?
Yes, absolutely. We have service centres in our Islington and Hackney stores. For a pricelist please visit our service page.
Do I need to book a service?
Yes. That way we can usually complete the work in 24-48 hours and get you back on the road as soon as possible.
Do you rent bicycles?
Sorry, this isn't a service we currently offer.
Can a store post an item to me?
Yes, although it may attract a fee. Please contact your chosen store for a quote.
Who is Velorution?
Velorution has existed in its current guise since 2012. We've always championed the bike as the best way to get around busy, traffic-chocked cities. Today our stores and website are packed with the best urban, electric and folding bikes. Keen to learn more? Our About Us page is just a click away.
What does Velorution sell?
How sustainable is Velorution?
It's a good question - one which is becoming more important as the years roll by. We know cycling reduces CO₂ emissions, improves air quality and makes happier, healthier people, but it would be remiss of us not to consider our impact, as a retailer, on the environment. We've written a small piece on our sustainability.
I have a press, marketing or social media enquiry.
Excellent! We love collaborating to get more people on bikes. Send us an email: [email protected]
I'd like to work at Velorution, where can I find more information?
We list any open vacancies on our careers page.