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Delivery & Returns Information

Arrow XL - Our Trusted Courier

"Redefining 2 man delivery."

Arrow XL - Delivery Information at E-Bikes Direct

Committed To Improvement

As the leading 2-person home delivery specialist in the UK, Arrow deliver over 2 million customer orders every year. Committed to innovation and continuous improvement - with investments in technology, new services and training.

Extensive Experience

With over 25 years experience, Arrow XL have completed over 20 million deliveries on behalf of the UK's leading retailers and manufacturers. Partnering with their clients to develop solutions that meet the ever-changing needs of the retail industry.

Award Winning Technology

Arrows's askAXL tracking web-app allows customer to track their orders in real time as their 2-hour time slot dynamically reduces to just 30 minutes.

Customers can track their purchase as it works its way through our network and on the day of delivery can track the vehicle using the interactive map.

The best part? Customers can also see the names of the Delivery Crew who will be delivering their purchase to their room of choice.

National Coverage

The growing network of hubs and delivery vehicles means they're are able to provide deliveries to 98% of the UK population 6 days a week. Out in the sticks? Not mainland? No worries, Arrow also utilise additional networks to service the hard to reach areas which include off-shore islands, Channel Islands and Eire.

Unique Service Offerings

With 6-day delivery and collections, we complement this with our in-house services, such as washing machine connection and flat pack assembly, providing you with market differentiation and profit enhancement opportunities.

Customer Experience

"Our Delivery Crews are often the only face to face interaction customers have throughout the delivery journey."

"Our dedicated teams understand the value of all products we deliver and they are proud about the part they play in representing our clients."

"Our Customer Experience teams also play a pivotal role in ensuring that your customer is in safe hands and always has help at hand should they need it."- Arrow XL

Delivery Information:

 

When will my assembled electric bike be delivered?

We are dispatching electric bikes within 2-3 working days of your order.

How will my electric bike be delivered to me?

We supply all electric bikes fully assembled and built to order. They will arrive boxed and once removed from this transit box only the simple attachment of the pedals and the straightening of the handlebar will be required. Please carefully unpack your bike and keep the packaging and box in case you should need to return the bike.

For electric bike orders we will always email our customers with the expected date of despatch to ensure that the date of delivery will be suitable prior to despatch.

For orders with a value over £20, a signature will be required upon delivery; we cannot instruct our couriers to leave an item in a safe place or without signature.

How will I know when to expect my item(s)?

Your email address is recorded during the ordering process and we will inform you when your item(s) are dispatched (Please note the above detail regarding built to order / assembled items). After we have dispatched you can expect delivery of your item within 1-2days (UK Mainland) and 2-3 Days (all other UK areas) although these time frames may be affected due to courier volumes.

If your order is for an electric bike you will be informed of the delivery day well in advance. We will also let you know as soon as possible if a delay in the delivery of your item(s) is anticipated.

 

Returns & Refunds

 

If you are not entirely satisfied with your purchase, we are here to help.

 

Right to Cancel

 

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to info@bebraveandchange.com

 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.

 

Effects of Cancellation

 

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

 

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

 

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

 

You will have to bear the direct cost of returning the goods.

 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 

To Return a Product To Us

 

Please make sure that the product was received by you in the last 14 days.

 

Send an email to info@bebraveandchange.com

 

Your email should have the following information so that we can process a return.

 

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?

 

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

 

Sending A Return Back To Us

 

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price).

 

Damaged Or Faulty Items Received By You

 

If you received a damaged or faulty product, please notify us immediately for assistance.

 

Sale items

 

Sale items can be refunded.

 

Contact us

 

If you have any questions about our Returns and Refunds Policy, please contact us:

 

  • By phone: 023 8098 1911
  • By email: info@bebraveandchange.com