Everything you need to know about the Fuvelo customer journey

• Orders
  • Can I order online? Yes. Fuvelo products can be ordered directly through our website.
  • Can I cancel my order? If your order has not yet been dispatched, contact us as soon as possible and we will do our best to help. If it has already been shipped, our returns policy will apply.
  • Will I receive order confirmation? Yes. You will receive an order confirmation email after purchase, followed by dispatch updates where relevant.
• Payments
  • Which payment methods do you accept? We accept the major payment methods shown at checkout. These may include debit cards, credit cards and selected digital payment options.
  • Can I pay using finance or Cycle to Work? Where available, these options will be shown clearly on the website and at checkout.
  • When will I be charged? Payment is taken when you place your order, unless a different arrangement is clearly stated at checkout.
• Delivery
  • How are boxed items delivered? Boxed items are sent using DPD, with tracking provided once dispatched.
  • How are complete bike builds delivered? Selected complete builds are delivered using our white glove delivery partner, ready to ride and with the confidence of a full build and PDI.
  • Will I need to assemble my bike? For ready-to-ride deliveries, no. That is the point.
  • Do I need to dispose of a large bike box? Not for ready-to-ride complete build deliveries. Our approach is designed to reduce waste and remove the hassle of dealing with oversized packaging.
• Returns
  • Can I return an unwanted item? Yes, provided it is returned within the 30 day return window, unused and in original condition.
  • Can I return a bike or custom build? Because bikes and curated builds involve more specialist preparation, some return conditions may differ. Please check the returns page or contact us before returning.
  • How long do returns take to process? Once received and checked, returns are processed as quickly as possible. Timings may vary depending on the product and payment method.
• Warranty
  • What if there is a fault with my product? Contact Fuvelo first. We will review the issue and guide you through the next steps.
  • What might the outcome be? Depending on the issue, that may be a repair, replacement, replacement part, inspection or refund where appropriate.
  • Are my statutory rights affected? No. Your statutory rights remain unaffected.
• Bikes & Builds
  • Do you only sell products you believe in? Yes. Fuvelo is built around carefully chosen products we genuinely rate for quality, performance and value.
  • Can I speak to someone before ordering a bike? Yes. If you want help choosing a bike, wheelset, component or custom build, contact us and we will help guide you.
  • Do you offer custom builds? Yes. Fuvelo custom builds are shaped around your riding, your priorities and your budget.
• Contact
  • How do I contact Fuvelo? You can contact us by email or through the contact form on the Contact Us page.
  • When will you reply? We aim to respond as quickly as possible during support hours.