At Carrera Store, we’re committed to delivering premium cycling gear with the same precision as assembling a high-performance bike. Whether you’re gearing up for urban commuting or mountain trails, our shipping and returns policies are designed to keep your cycling journey smooth.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
We offer two reliable shipping methods to get your cycling gear to you:
- Standard Shipping (£12.95): Delivered via DHL or FedEx within 10-15 business days after dispatch
- Free Shipping (orders over £50): Delivered via EMS within 15-25 business days after dispatch
Note: Delivery times are estimates and may vary depending on your location. We ship worldwide except to certain Asian countries and remote areas.
Returns & Exchanges
We want you to be completely satisfied with your Carrera Store purchase. If you need to return an item, our process is as smooth as a well-oiled chain.
Our Return Policy
We accept returns within 15 days of receiving your order. To qualify for a return:
- Items must be in original condition (unused, with tags attached)
- Items must be in original packaging (including all accessories and documentation)
- Items must be accompanied by proof of purchase
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on:
- Bike Locks (once opened/used due to security reasons)
- Cycling Technology with activated software licenses
- Hand Tools that show signs of use
Electric bikes and mountain bikes may have additional return restrictions – please contact us before returning these premium items.
How to Initiate a Return or Exchange
- Contact Us: Email [email protected] with your return request (see template below)
- Wait for Authorization: Our team will respond within 2 business days with return instructions
- Package Securely: Repack items with original packaging materials
- Ship Back: Send to our Cardiff address using a trackable service (return shipping at your expense)
- Inspection: We’ll inspect items upon receipt (typically within 3-5 business days)
- Processing: Refund or exchange processed within 5 business days after approval
Return Email Template
Use this template to request your return:
Subject: Return Request – Order #[Your Order Number]
Dear Carrera Store Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:
– Item(s) to return: [Product Name(s)]
– Reason for return: [Please specify]
– Preferred resolution: [Refund/Exchange for [Product Name]]
I confirm that the item(s) are in original condition with all packaging and accessories. Please advise next steps.
Best regards,
[Your Full Name]
[Your Contact Number]
Refund Information
Once your return is approved:
- Timing: Refunds processed within 5 business days after we receive and inspect your return
- Method: Refunded to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping Costs: Original shipping fees are non-refundable
Note: Depending on your bank/payment provider, it may take additional 3-5 business days for the refund to appear in your account.
Exchanges
For exchanges:
- Follow the same return process
- Clearly state the replacement item you want
- We’ll ship the new item once we receive your return (additional charges may apply for price differences)
Need Help?
Our customer service team is ready to assist with any shipping or return queries. Contact us at [email protected] or call +44 (0)XXXX XXX XXX during business hours (GMT 9:00-17:00).
Returns Address:
Carrera Store Returns
50 City Rd
Cardiff, GB CF5M 4WH
We appreciate your trust in Carrera Store for your cycling needs. While we hope every purchase meets your expectations, we’re committed to making any necessary returns as effortless as your ride with our premium gear.