global.storenamelogo.bikester-uk
Bikester is temporarily redirecting its UK customers to our cycling friends at wiggle.com.
14 DAY RETURN POLICY
FREE DELIVERY FROM £993

Brexit FAQs

Bikester is based in Germany, and we ship all our products from our warehouses in Germany. We know you may be wondering how Brexit may have affected us, so we've done our best to answer the most frequently asked questions below. If you've got any other queries, please don't hesitate to get in touch via service[at]bikester.co.uk or our contact form.

WILL I HAVE TO PAY IMPORT DUTY OR EXTRA TAXES?

No, you won't have any import duty or extra taxes to pay. Regardless of whether you're in the UK mainland, Northern Ireland or the Republic of Ireland, Bikester covers all import fees and taxes to deliver your order.

WHY HAS MY ORDER BEEN RETURNED TO SENDER?

Unfortunately, the recent increase in parcel volume and new requirements at our delivery partners' export centres has caused some significant delays, and some packages have been returned to us. Happily, the situation is improving, and we're shipping more and more packages every day.

WHY IS MY PACKAGE BEING HELD?

New requirements imposed by the Brexit trade agreement (such as customs checks at the border) have caused some significant delivery delays. If your order does take significantly longer to arrive, we kindly ask for your patience and understanding. Please know, we can't cancel an order that's already with a delivery partner.

ACCORDING TO THE SHIPPING CONFIRMATION EMAIL, MY ORDER SHOULD HAVE ALREADY ARRIVED: WHERE'S MY ORDER?

Our delivery partners collect parcels from our warehouses three times per week. The tracking ID is activated when the shipping label is generated in our warehouse but will only update when the package reaches the UK. It can therefore take up to five working days for the package to actually reach the UK.

IF I RETURN A PRODUCT, WILL THIS BE DELAYED BY BREXIT-RELATED BORDER RESTRICTIONS?

Unfortunately, our normal returns procedure has been affected by the Brexit decision as well. In the meantime, please contact our Customer Care team, who'll be able to answer your questions and send you a return label if necessary.

As long as the product is perfectly clean, without any serious traces of wear, and any warranty claim or damage has been reported to our team, your right to return isn't affected by the delays.

I WANT TO RETURN A BULKY ITEM. IS THE PROCESS DIFFERENT?

Yes, returning bulky items such as large bikes requires a slightly different process. At the moment, we have to make the return request manually, so please contact our Customer Care team if you need to return a bulky item, and we'll explain the process to you. Please be aware: due to courier and Brexit restrictions, bulky goods returns have experienced some significant delays.

WHAT IS A CN23 FORM AND HOW DO I FILL IT IN?

The CN23 form is a customs declaration form that's now needed when returning items to us with DHL (please note: orders being returned from the Republic of Ireland don't need this form as they bypass UK customs). It's a new requirement since Brexit, and there shouldn't be any issues as long as you follow our simple guide to filling it in.