Welcome to the Carrera Store FAQ page! We’ve compiled answers to the most common questions about our products, delivery, payments, and more. If you can’t find what you’re looking for, our friendly customer service team is always happy to help at [email protected].

About Our Store

Who is Carrera Store for?
Carrera Store caters to cycling enthusiasts of all levels, from mountain bikers seeking premium upgrades to home mechanics needing professional tools. Our products also appeal to families with our range of kids’ bikes and to tech-savvy cyclists interested in the latest cycling technology.
What’s your store style?
We combine professional-grade cycling equipment with a passionate, adventure-driven approach. Our focus is on quality gear that enhances your riding experience, supported by fast, reliable service that gets you back on the road or trail quickly.

Products

What types of products do you offer?
Our product range includes:
  • Bike Bags & Baskets
  • Bike Locks
  • Cycling Technology
  • Electric Bikes
  • Hand Tools
  • Kids Bikes
  • Mountain Bikes
We focus on premium, durable products that meet the needs of serious cyclists while also offering options for casual riders and families.
Are your products suitable for professional mechanics?
Yes! Our hand tools and cycling technology sections include professional-grade equipment designed for workshop use. Many of our products are chosen specifically for their durability and precision to meet the demands of professional repairs.

Ordering & Account

How do I create an account?
You can create an account during checkout by selecting the “Create Account” option. This will allow you to track orders, save your details for faster future purchases, and view your order history.
I forgot my password – what should I do?
Click on the “Forgot Password” link on the login page, and we’ll send instructions to your registered email address for resetting your password.

Payment

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All payments are processed securely through our encrypted checkout system.
Are there any additional fees for international orders?
No hidden fees! All applicable import duties are calculated and shown at checkout, so you won’t face any surprise charges when your order arrives.

Delivery

Where do you ship to?
We ship worldwide to most countries, excluding some remote areas and parts of Asia. If you’re unsure whether we deliver to your location, please contact us before ordering.
What are my delivery options?
We offer two shipping methods:
  1. Standard Shipping (£12.95): Via DHL or FedEx, delivered in 10-15 days after dispatch – perfect when you need your gear quickly.
  2. Free Shipping: Via EMS for orders over £50, delivered in 15-25 days after dispatch – great for budget-conscious shoppers.
All orders are processed within 1-2 business days before dispatch.
Can I track my order?
Yes! All orders come with tracking information. Once your order ships, we’ll send you a confirmation email with tracking details so you can follow your gear’s journey to you.

Returns & Exchanges

What’s your return policy?
We offer hassle-free returns within 15 days of receiving your order. Simply contact our UK-based customer support team at [email protected], and we’ll guide you through the return process.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. We recommend using a tracked shipping method for returns.
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 5 business days. The time it takes for the refund to appear in your account depends on your payment provider.

Contact Us

How can I get in touch with customer service?
Our bike and tool-obsessed customer service team is always happy to help! Email us at [email protected]. While we don’t offer phone support, we typically respond to emails within one business day.
What’s your physical address?
Carrera Store
50 City Rd
Cardiff, GB CF5M 4WH
United Kingdom
Please note this is our office address only – we don’t accept in-person returns or purchases.

Ready to fuel your cycling adventures? Browse our premium bikes and professional tools today!