Shopping FAQ

The Bike Boutique Online takes pride in providing customer satisfaction and a hassle-free shopping experience. We have put in place policies and programs to safeguard our customers' interests and their purchases. The following policies and programs are made available to the customers on our website:

• Terms and Conditions
• Privacy Policy
• Delivery and Shipping Policy
• Return and Exchange Policy
• 30 days Refund Guarantee Program
• Crash Protection Program

We have answered some common questions below. If you are unable to find answers to your questions below, feel free to contact us or simply email us.

How do I purchase from The Bike Boutique Online Store?

To purchase from our online store, simply visit us at http://www.thebikeboutique.com.

On our Online Store, you can view our catalog of products and services at your own leisure, select and add the products and services you want to your shopping cart. When you have completed adding the items you want to purchase, click on the Checkout button and follow the easy checkout procedure.

When you have completed your checkout, you will receive an email confirmation of your order. We will process your order and only charge your credit card upon shipment of your order.

If you need to make any changes to your order, please call us. Orders are normally processed within one (1) working day (Monday to Friday, close on Public Holidays).

In the event that you need assistance with selecting a product, feel free to talk to our knowledgeable Sales Executive. Alternatively, you can also visit our The Bike Boutique stores.

How is my shipping cost calculated?

Your shipping cost is determined by the Shipping Parcel Weight (kg) multiplied by the DHL rates for delivering to each of the countries. We take diligent effort to reduce the Parcel Weight through cost effective packaging.

Note: Shipping Parcel Weight is equal to Physical Weight or Volumetric Weight of the parcel, whichever is greater. Physical Weight (kg) is measured using weighting scales. Volumetric weight (kg) is calculated using the IATA formula Length (cm) x Breadth (cm) x Height (cm) / 6000.

IMPORTANT: Please note that your orders are subject to customs duties and taxes imposed by your country. These duties and taxes are not included in the shipping cost.

Do I need to pay duties and tax for my purchases when they are shipped to me?

Yes, you will need to pay customs duties and taxes where applicable, or when imposed by the country to which you are importing the goods. It is the responsibility of the customer to verify the amount of tax applicable with the customs department of their country.

IMPORTANT: Please note that once goods have crossed the border of the import country, duties and taxes will be fully payable before you can collect your order.

What are the payment methods?

We offer payment via

• Credit Card (VISA and MasterCard)
• International Wire Transfer (Please contact us for further information on this payment method)

We will ONLY charge to your credit card upon shipment. You can cancel an order at any time prior to shipment, at no cost to you, by calling our Customer Service Dept. at (+65) 6225 1728 or by sending us an e-mail. However, if cancellation is done after the order have been shipped, the respective cost incurred will be bare by the customer.

We are looking at expanding the number payment methods and will make this known in due time. If there are other payment methods you would like to suggest, do write in to us, we’d love to hear from you.

IMPORTANT: We do not store credit card information. We use Monex as our payment gateway. Your payment information is directly and securely transferred to the bank through Monex. We will only execute the payment authorization upon shipment of your order.

How can I track my order and its delivery?

Your order status can be tracked when you login to your account.

We believe in using the best delivery solution both in term of price and service for our customers. After much evaluation we have decided to use DHL Express for all our international deliveries (excluding Singapore and Malaysia) as it offers the most competitive rates for door-to-door service.

When your order is ready for shipping, DHL will be informed to collect the shipment from our warehouse. We pack orders in a cost-effective manner (see Delivery and Shipping Policy).

Once DHL has collected your parcel from our warehouse, you will be informed and be given a DHL Tracking Number, which you can use to track your parcel via http://www.dhl.com/.

Customers can expect to receive their order within 5 working days.

Is my order insured?

Your order is insured for its full value and protected against Damage and Lost during delivery. Should any such events occur, you will be informed and all required action will be taken by the shipping company and/or The Bike Boutique.

In the event of Damage,

• Contact us immediately with your Tracking Number and we will take the matter to the shipping company.
• Keep all items - packaging, contents etc. in the state they were delivered to you.
• Do not discard or remove any items from the packaging.
• We will make diligent efforts to address this issue with the shipping company.
• Once verified, they will collect the parcel from you and we will make immediate shipment of the replacement to you.

In the event of Lost or Misshipment,

• You will be informed that your order is lost or mis-shipped.
• There will be no action required from you.
• We will replace your order at no additional cost, upon notification from DHL.

IMPORTANT: Please ensure your shipping address entered in your order is correct. Orders mis-shipped to incorrect addresses due to customer error are not insured. We will still make every effort to retrieve the package but cannot guarantee you will receive your order.

If for any reason you are dissatisfied with the delivery service, please inform us in writing (include the shipping company’s Tracking Number). We will personally take your complaint to DHL and see that a satisfactory resolution is obtained.

If I am not happy with my purchase, what can I do?

We guarantee 100% satisfaction with every purchase you make with us. If for any reason a product does not meet your expectations,

• … and it has not been used, return it to us within 30 days and we will replace, refund or credit to your account depending on your preference. No questions asked!
• … but it has been used, write to our Customer Service Department for returns authorization. We review return requests for used products on a case-by-case basis. Our standard policy is to accept returns on used products ONLY if the product is found to be defective.

After 30 days, we will only accept returns on defective products.

IMPORTANT: Please do not ship any product to us without return authorization. We will not warrant any replacement, refund or credit without prior return authorization and the return of those products to you will be at your cost.

IMPORTANT: Please note that all shipping costs and tax, to and return delivery, cannot be refunded and is at the cost of the customer.

NOTE: Some countries allow temporary goods export/import declaration (goods must be the same) where those goods are not subjected to duties and taxes. Please check with the respective countries’ customs department.

Can I request to purchase an item that is not on The Bike Boutique Online Store?

Yes, you can. We offer direct sourcing for products that are unavailable on our Online Store. If we are unable to obtain the items you need, we will provide you with alternatives.

If I crash my bike, can I get a replacement bike?

All full bikes purchased from us are protected by Crash Replacement Program. In the event that you damaged your bike in a cycling incident within 12 months from purchase date, we will offer you the same bicycle (if the same bike is no longer available, alternative bikes will be offered) at up to 30% discount on the prevailing price.

We aim to make your life better two wheels at a time and in that process we hope to make friends out of every customer!