Buying from VeloSolo

Introduction

Making a purchase through the VeloSolo website is simple and secure. All orders are packed with great care and (if placed by 1pm) are dispatched the very same working day wherever possible - order a cog or spacer kit in the UK on Tuesday morning and it will normally be through your letterbox on Wednesday morning.

Prior to establishing the VeloSolo website in 2007 we have conducted business on eBay for ten years dispatching thousands of items to more than 50 countries all around the world. We pride ourselves on the very highest levels of service and back-up. Please check our feedback as ebay sellers or see the 'about' page above.

If you prefer, many products listed on the website are also available in our eBay shop. However, due to ever rising eBay fees we are able to offer most items at lower cost (list price or lower shipping) here at the website.

If you are looking for used items or classic bits and pieces to complete a bike build, eg Cinelli stems and bars, frames, wheels, seatposts, drivetrain components etc - please check the eBay shop where we list all such items when available. The majority are fully stripped, cleaned, de-greased and ready for immediate installation.

Payment

Shopping on this website is conducted through Paypal's secure system. You do not need a Paypal account to use this system, simply a credit or debit card. If you are in the UK and you do not wish to have anything to do with Paypal please email and we will work something out.

Following every transaction we always send a personal acknowledgement email to the buyer's registered Paypal email address detailing dispatch time and any shipping refund due or query with your order. Please check your spam folder and webmail if you have not received this email.

Shipping and International orders

Paypal's basic shopping cart will rack up the postage excessively (especially in the UK) - don't worry! - most orders of two or more items from all destinations will receive a combined shipping refund shortly after the transaction is completed via a manual Paypal refund. For example, UK shipping for a DXR cog and SS spacer kit is refunded down to £2.50 not £3.50 as charged via the cart (maximum shipping charged within the UK is £5.95 with most orders shipping for much less than this) or to Europe an order of disc mount cog, axle and spacers would be refunded down to £4.25 not £7.65 and so on.

All website prices are in UK £s. (£1 = $1.40 or €1.05 approx). Shipping costs shown are for Royal Mail First Class Post within the UK (larger orders sent via DHL) together with EU* (Western Europe - see* below) and WORLD (USA, Canada, Aus, NZ, Japan, China, incl Eastern Europe etc) airmail shipping costs in brackets. Please see note below for international orders.

*For shipping purposes, unfortunately, Royal Mail considers 'Europe' as Western Europe and includes the following countries: Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland. If your country is not on this list shipping is charged at the 'World' rate. We regret the confusion this may cause.

IMPORTANT NOTE: for orders from outside the UK. Paypal's basic shopping cart does not calculate international shipping. Shipping for the UK will automatically be added but if buying from outside the UK please add the extra shipping required via 'shipping units' at the bottom of each shop page. For example, a cog costs £14.95 and UK shipping at £1.95 will be included. For delivery outside the UK shipping is £2.95 (£1.00 extra) so if you purchase a cog from Europe or USA etc you will also need to purchase a £1.00 shipping unit. If unsure, simply place the order as required and we will advise of any additional shipping required.

If you would like an exact quote for shipping or alternatively a Paypal invoice sent before making a purchase please email and we will be happy to help. We ship every day to various countries around the world. Airmail shipping time to Europe is normally under a week, US and other non European countries normally one to two weeks.

Returns

We will always deal with our customers and fellow cyclists promptly and courteously. If an item should fail to meet your expectations, please return it unused in the original packaging within 10 days and we will refund without question (shipping costs are not included). Please email before sending and return items by registered post - we cannot be responsible for lost packages! Returns received without emailing us first or in non-saleable condition may be subject to a surcharge. If you have any other issues or problems with an order please email - we will sort it out to your satisfaction.

Delayed and missing orders

We dispatch hundreds of orders around the world every week and the vast majority arrive safely and on time. Unfortunately, once parcels enter the postal system they are beyond our control and we must rely on Royal Mail and other carrier companies to deliver our goods. In a tiny number of cases parcels may be severely delayed or lost. Royal Mail (RM) insists that the procedures for making a postal claim are strictly adhered to. They will not consider an item lost and accept a claim until 15 working days (UK) and 25 days (International) after the item(s) was dispatched. In most cases a parcel thought lost is being held at the local postal sorting office or with customs. If a parcel appears delayed or lost please check it is not with your local postal depot on account of a failure to deliver - normally a card should come through your letterbox but this does not always happen.

We understand a delayed or lost order is very inconvenient for the customer and in some cases we may be able to re-send the order before this date. However, we must make a claim for loss and as part of this RM will write to the customer requesting that they confirm the original order was not delivered. When this letter is received please be sure to reply as they will not process the claim without it. We will also ask you to email us after 15 working days (UK) to confirm again that the item still has not been delivered. We sincerely regret the inconvenience that occurs with a delay or non-delivery due to RM. Sadly we are at their mercy and must now observe this procedure following a number of recent claims refused by RM where the customer has not confirmed in writing that an order was not received and we had already re-sent the order.

Thank you from VeloSolo.