Help Centre
Brexit: Everything you need to know
Following the UK leaving the EU from January 1st 2021, Pro Bike Kit would like to reassure all our customers that there will be no change to your shopping experience.
Pro Bike Kit is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
Pro Bike Kit can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders as usual.
For customers located in the EU, most of our products will ship from our distribution centre within the EU and therefore ordering with us will continue as normal.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no cost to you.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
As some customers may have experienced in the past, we have multiple dispatch locations across the globe to enable us to provide you with the best experience possible. The majority of orders will be fulfilled from within the EU, but some products will be sent from the UK.
We have made all necessary changes to ensure any products sent from the UK to EU addresses are delivered as normal with no impact to you.
There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.
COVID-19
According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, Pro Bike Kit is constantly monitoring the situation (and any official advice issued in connection with the same) and Pro Bike Kit is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.
Specifically, in respect of the threat of COVID-19, additional measures implemented by Pro Bike Kit currently include the following:
- All Pro Bike Kit employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
- We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
- In addition, we are taking extra precautions on reducing any touch and transmission points throughout all Pro Bike Kit premises and workplaces.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.The safety and wellbeing of both colleagues and
customers is our absolute priority. Probikekit has consistently taken early and swift
actions to ensure this. This includes imposing a ban on both travel and
external meetings across the entire 7,000 workforce since mid-Jan
this year. Probikekit has also been at the forefront of implementing work for home
policies, with 90% of our office based colleagues working from home
ahead of recent Government requests for people to work from home where at all
possible.
We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.
We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.
My Account
Registering is simple!
Just head over to our sign up page to join our ProBikeKit community for exclusive offers, deals, and access to the best cycling products out there.
It's easy to make changes to your details, whether it's your payment information, password or address book.
Log-in to your account and you'll find all the options you need.
There's no need to worry, we're DPA- compliant meaning we care about keeping your details safe.
For more information, please visit our Privacy Policy page.
Don't worry, by heading to the log-in page and selecting 'Forgotten your password' you'll be on your way to getting it reset in no time!
If you don't want to receive our exclusive offers and promotions, then you can log-in to your account and select the 'Email Preferences' option to make this change.
Don’t forget, you can choose to re-subscribe at any time!
Ordering
All stock depends upon availability. We want you to be able to order and receive products effortlessly, so we’ll always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.
We'll never stand in the way of you and your products so we make it easy to order online.
Find the products you want and add them to the basket. You can either carry on shopping or checkout if you’ve got everything you need.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.
Check everything is correct and you’re good to go! We’ll send you an email as soon as the order is on its way.
Absolutely! Click on the basket icon at the top of the page and you'll be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.
Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to jump right in and do it for you.
Head over to our contact page to get in touch with them now.
Absolutely, you can select a delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one.
We'll send you an email as soon as it’s on the way! Or simply check your account to track it.
Plus, we ship all items separately, making sure you get what you need as quickly as possible.
Your account makes it easy to keep track of all your orders.
Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and discover all the information you need.
We'll also send you an email as soon as it's on the way!
Your account will show any previous orders you’ve placed. Click here to track your order.
Click on the order you want to view to find out more. If the order has been sent tracked, then you’ll be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
Not found the information you need? Send our Customer Service team a message while you’re in your account.
We're sorry to hear you want to cancel.
Can we help with anything so that you don't have to? You can contact our Customer Service team through your account.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We’ll send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.
See our Returns Policy to help you get the order back to us instead.
Once you've placed your order we cannot make any changes to it.
If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account.
Select the order you wish to cancel and you'll see that you can choose to cancel individual items or the whole order.
We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.
Don't worry, you can try and cancel the item in your account.
You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.
It’s not always possible to cancel your order because our system is designed to get your products out to you as quickly as possible, and things move quickly! If you can’t cancel, then you can send the item back to us. Refer to our Returns Policy to find out how.
Need some more help? You can send our Customer Service team a message while you’re in your account.
We're sorry that happened! We take pride in all our products.
So that we can look into this for you, please contact us to tell us more.
It'd really speed things up if you could find the information below before contacting us, don't worry if you can't though, we can help once you get in touch.
1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable
As soon as we've looked into the fault we'll send you an email with the outcome.
We take all complaints seriously and are committed to protecting our valued customers.
If you do have a concern regarding the quality of any of our products, then please raise this with our Customer Service team.
It’d really speed our investigation up if you could find the information below before contacting us-
1. Order Number
2. Product Name
3. Images where applicable
4. A brief summary that details the actual complaint
Please keep the product until you have spoken with our team who will advise whether or not we require it back for further analysis.
We're sorry to hear that, sometimes things can go wrong but don't worry as we can help. Please send us a message through your account.
We’ll need to know the following-
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we’ve looked into what’s happened we’ll send you an email with the outcome.
We take pride in our products so we're sorry to hear you've received your order damaged.
Sometimes things can go wrong but don’t worry, as we can help. Please send us a message through your account.
Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.
As soon as we know what's happened, we'll send you an email with the outcome.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then send a message through your account to let our Customer Service team know and they’ll be happy to help.
Payment and Discounts
We offer a variety of online payment methods to ensure our customers can purchase our products with ease. These may include: -
Visa
Visa Debit
Visa Electron
Mastercard
Switch/Maestro
American Express
Diners Club
Discover
Paypal
Adyen
Alipay
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
This is just so we can keep our customers safe!
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you're seeing the status 'Payment Problem' then you’re probably confused, don't worry this can be easily fixed and we'll have your products on the way to you in no time!
Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you've done all that and still can't fix the problem, then please contact our Customer Service team who'd be happy to help.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details, then you'll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order with ease.
We like to make things as easy for you as possible, including getting discount off your favourite products.
Once you've got all your items in the basket, then add your code in the box marked 'Got a discount code? Enter it here'. Clicking 'Use Code' will apply the discount.
If the code doesn't work then youll need to check you're not trying to use more than one offer, you can only use one per order. Please refer to the terms and conditions of an offer.
Still having problems? You can contact our Customer Service team through your account.
We're sorry to hear your code isn't working. To find out why, you'll need to check the terms and conditions of the offer.
If the code is valid and you’re not trying to use more than one code per order, then contact our Customer Service team through your account.
Earn account credit for every successful referral and your friends will get a discount on their first order!
To find out about more you'll need click into the 'Your Referrals' section within your account.
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost, then please contact our Customer Service through your account. Please note that we operate a 40 day policy in which we ask you to please make contact to let us know that your order has or has not arrived. Please contact us before the 40 day window with any deliverability issues, otherwise we cannot trace this item and are unable to offer you a refund or replacement.
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you that, you’ll have the option to see timeframes worldwide!
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
We ship items separately to make sure you get what you need as quickly as possible.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.
If the item has been sent, then send a message through your account to let our Customer Service team know and they’ll be happy to help.
Returns and Refunds
Please refer to our returns policy page for more information.
If this doesn’t answer your question, then our Customer Service team is on hand to help. You can contact them through your account.
We try not to make things complicated, log-into your account to contact our Customer Service team and they’ll do the rest.
You’ll need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
We want all of our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.
All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please to log-in to your account and contact our Customer Service team.
They’ll send you all the information you need, but you can also refer to our returns policy page for more information.
Please note that we do not refund postage costs for the return of an unwanted item or order. To arrange your return please log-in to your account to contact our Customer Service team.
As soon as we receive your order we'll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way!
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team through your account.
Website
Please refer to our Terms and Conditions page.
If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away so we can fix this for you!
Please refer to our Privacy Policy page.
Complete Savings
Complete Savings is an online savings programme where members pay a monthly fee to access premium cashback benefits, including a minimum of 10% cashback when they shop online at many of the UKs most popular online retailers. They can also claim a monthly cashback bonus when they shop at one of the retailers offered through the site, and get up to 20% off popular high street gift cards.
If you would like to contact Complete Savings you can do so via the following methods:
- Website: www.completesavings.co.uk
- Phone: 0800 389 6960 (available Mon – Fri 8am – 8pm, Sat 9am – 4pm)
- email: customerservice@completesavings.co.uk
When a reservation or purchase is made with a credit or debit card, the name of the company that the booking or purchase is made with appears on a statement.
WLY*completesave.co.uk on a statement refers to the Complete Savings membership fee.
Update to privacy policy
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.
We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller are the newly incorporated legal entity:
· THG Luxury Limited
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.The email you received was not a marketing email. It was an important announcement about a change of legal owner in relation to databases in which you are included. When you opt out of receiving marketing emails, we need to keep you on the database so that we know not to send you marketing communications. You do, of course, also have the right to have your data deleted from the database entirely in which case please use the link you see at the bottom of the email.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.