Delivering Happiness We are a diverse group of cycling professionals that understand the unmatchable thrill of hearing new bike bits or clothes arrive at the door. With over 10 years experience on the high street; many of our staff have been with us right since the beginning, and we’re loving the opportunity to share our knowledge with the millions of you in the online world. The Koo Bikes staff have a strong team spirit and shared pride in our work which means we always deliver the very best service with the very best products. Avid riders and lovers of all things in the bike world; we buy only the products that we would use ourselves, working with top suppliers and brands to bring you the highest quality items. Our ethos is to have the best staff, working in the best environment to produce the best standards. Our mission is to redefine what customers should expect from online retailers, to set a new standard and to have fun doing it! We pride ourselves on happy customers, but we don’t want to stop there, we want a Koo Bikes fan club!
If there is anything we can do to help with your order, or there’s anything you’d like to ask about a product before you buy, then just contact us. Our friendly team will deliver the personal, dedicated customer service you expect, and you can always speak to the same person if you need to chat to us more than once. You can send us a question through eBay. We’re not here on weekends or bank holidays, so please be patient and we’ll get back to you on the next working day.
Once we’ve picked your product from its home in our warehouse, one of our dedicated pack team will make sure it’s safely tucked up in just the right packaging to begin its journey to you. At this moment you will be sent a time-stamped email to let you know exactly when it set off! How long its journey to you will take differs depending on the distance it travels from the U.K, but all items should be delivered within their advertised time scale. (We’re not here on weekends or bank holidays, so it might take a bit longer to dispatch your order at these times.) If you can't find the answer to your query here or in the guarantee section, our friendly team are waiting to help, just call or send us a message! Please remember when leaving feedback that your assessment should be based on our dispatch times, as once the product has left the warehouse we have no control over Royal Mail delivery times. If you have any queries about shipping times, please don’t hesitate to contact us, as they do vary but here’s a general guide: All UK deliveries are shipped via Royal Mail with a typical delivery time after dispatch of 1 - 3 working days unless faster service is selected. Economy international shipping is standard Royal Mail international airmail (Not tracked). Typical delivery times after dispatch are 5 - 10 working days. Express international shipping is Royal Mail international signed for airmail. Typical delivery times after dispatch are 4 - 8 working days. All times given are estimates and all deliveries can be subject to postal delay's which are out of our control. UK postage can take a maximum of 10 working days and international mail can take a maximum of up to 20 working days. If your order has not arrived within these times then please get in contact so we can help you out. Due to customs laws and eBay policies we cannot amend the customs forms attached to our parcels in any way.
Superfast Dispatch We promise to get your item packed and on its way to you as soon as we possibly can. As soon as we've packed your product, you'll get an email to let you know exactly when it set off! 365 day Returns You have a whole year to make sure that you’re happy with your item. If not, you can return it in its original packaging for a refund or exchange at any time up to 365 days (yep, a whole year!) after you purchased it. If your item is damaged/faulty, or isn’t what you were expecting, let us know as soon as possible and we can sort it out right away! International Buyers (Non UK); If your item is damaged or faulty, we will refund you the cost of shipping the item back to us. For all other returns the buyer is responsible for return shipping costs. Please see 'Your Guarantee' for more detailed information. Troubleshooting My item is damaged/faulty We’re always sad to hear that items haven’t arrived in tip top condition, so if you feel there is a problem with your product please let us know as soon as you possibly can using the details provided under ‘Contact Us’. We want you to be really happy with your purchase and we will do everything we can to resolve any problems quickly and without fuss. I have received an incorrect item in my order Our system is set up to make this impossible in most instances, but it you think your item might have slipped through our net, please don't hesitate to contact us so we can resolve it as soon as possible. An item is missing from my order Sometimes we need to split your order into different packets, which don’t always arrive at the same time. Please check your delivery note or dispatch emails to see if any of your items will be arriving separately. If you think there might be a problem, don’t hesitate to contact us and we will resolve this quickly for you. My order hasn’t arrived We’re sorry to hear your item didn’t get to you as soon as you might have hoped! Remember to check that your order isn’t being held at the local sorting office if you know it would be too large to fit through the letter box. UK postage can take a maximum of 10 working days and international mail can take a maximum of up to 20 working days. If your order has not arrived within these times then please get in contact so we can help you out.