Like much of the cycle industry we are continuing to see unprecedented levels of demand for products and all of us at Tweeks Cycles have been working incredibly hard to secure much greater levels of stock to satisfy orders and get products out to customers. Much of this increased stock holding is now landing in our warehouse and any backlogs are being cleared.
Due to this unprecedented demand, some of our suppliers and delivery partners are experiencing delays across their logistic networks and demand for updates from our customer service team is exceptionally high.
An increased number of staff are now contacting customers who have emailed for updates on deliveries and all emails will be answered as soon as physically possible. Orders are being fulfilled at a much higher rate than previously so please bear with us during this time and only make contact on a single email to avoid multiple entries in our system to allow us to deal with any enquiries as quickly as possible.
How Can I Pay?
You can pay online using all major debit and credit cards, PayPal or by selecting one of our finance packages which you can find out more about here. If you are visiting us in store you can use all of the above plus cash and gift vouchers.
Can I pay with a gift voucher online?
We are currently unable to accept gift vouchers online but please call a member of our sales team on 01978 660003 who will be happy to assist you in placing an order using your gift voucher over the phone.
How do I amend or cancel an order?
If you have placed an order but then wish to change or cancel it, please contact our Customer Service department as soon as you can on either 01978 663001 or firstname.lastname@example.org. We will try our best to make any changes but we will be unable to do so if the order is already being processed in the warehouse and/or dispatched.
Unfortunately, goods that have already been dispatched cannot be amended or redirected to an alternative delivery address.
I haven't received an email order confirmation?
How quickly you receive our email confirmation can depend on your email provider and whether the email has been incorrectly marked as junk. Please add email@example.com to your safe senders list to ensure safe receipt. If you still do not receive a confirmation after this then please contact customer service on 01978 663001 or firstname.lastname@example.org.
For information relating to our delivery prices, estimated delivery times and international carrier information please visit our delivery page where you will be able to find more information.
Why can't I purchase liquids & pressurised goods?
This message appears when our automated systems cannot find a carrier option to fulfil the delivery on your order. It maybe that we can employ other specialist services to get the items to you and discuss to arrange if you call or email on 01978 660003 or email@example.com. Alternatively remove these items from your basket and check out as normal.
I've paid for express delivery why has my order not arrived?
All delivery times, including Express delivery, are from the point of dispatch and not from the point of order. When selecting express delivery if one or more of your items are not in stock, a message will have appeared in blue on the basket page highlighting this and that it would cause a delay in your order. For further information please contact us.
My tracking number does not work, why?
Tracking numbers rely on the delivery agents updating their systems so please allow one working day for the tracking number to be updated. If after this period the tracking number is still not working please contact us.
Will I have to pay customs charges in my country?
If your delivery address is outside of the UK or EEC, you may have to pay import duties and taxes, which are levied once the shipment reaches your country. All international shipments may be subject to cross-border inspections by customs authorities while customs policies vary widely from country to country. You must meet any additional charges for customs clearance and we recommend that you contact your local customs office for further information.
How can I return an item?
If for any reason you need to return an item you will need to contact our customer service department to obtain a returns authorisation number. This can be done by ringing 01978 663001 (Mon – Sat 8.30am – 5.30pm GMT) or by emailing firstname.lastname@example.org. Once you have the returns authorisation number you will need to download and fill in the returns form to send back with your item.
Why do I need a Returns Authorisation Number and form to return my goods?
We require you to obtain a returns number and then fill out the returns form so the team will be able to quickly locate your account and process your return as soon as possible for you.
Where should I return the goods to?
Please return any items in the original packaging (unless faulty) with your returns form included to the following address: Tweeks Cycles Returns, 75 Ash Road South, Wrexham Industrial Estate, Wrexham LL13 9UG
How long will a refund take?
Once we have processed the refund it will usually take 3-5 working days for the funds to show in your account. This may vary depending on your bank.
Can you tell me if I will be accepted for finance?
Unfortunately, we cannot tell you in advance if you will be accepted for finance. The only way to find out if you will be accepted is by actually placing an application.
Can I buy a sale item on 0% Finance?
Our intelligent finance widget enables us to display all of the options available on each individual item including those discounted in our sale.
When will my payments start?
Payments will start 4 weeks from the date the goods were shipped to you.
Can I change my payment date?
Yes, you can change your payment date by telephoning V12 Finance's customer services team on 029 2046 8900.
Can I change my direct debit details?
Yes. Any change to bank or account details can be changed by telephoning V12 Finance's customer services team on 029 2046 8900.
How do I change my address and contact details?
To update your details, you need to contact V12 Finance's customer service team on 029 2046 8900.
Can I make additional payments into my account and will my monthly instalments decrease?
Yes, you can make additional payments by debit card or cheque. You monthly installments to V12 will reduce however the term of you loan will remain the same. You can also pay the agreement off in full if desired by telephoning V12 Finance's customer services team on 029 2046 8900.