FAQs

As our phone and email lines are incredibly busy at present, we have compiled a list of FAQs that might help answer your query.

Visiting us:

All our stores are open for business. You do not need to book an appointment to visit us. If the store is busy when you arrive, you may be asked to queue outside. Our opening hours as of Monday 17 August are:

Edinburgh Bruntsfield: Open 7 days, 9am – 6pm (10am – 6pm Sat/Sun)
Edinburgh Canonmills: Open 7 days, 09:30am – 6pm (10am – 6pm Sat/Sun) and open late Thu til 7pm
Newcastle: Open 7 days, 10am – 6pm
Aberdeen: Open 7 days, 10am – 6pm
Leeds: Open 7 days, 10am – 6pm.

Please visit our store pages for up to date opening hours

Purchases:

Unless you wish to buy a bike through Bike to Work, you can only make purchases through our website or in store. We are not currently able to support sales by phone or email. The lead time for new bike delivery to a home address – as of Monday 17 August – is up to 2 weeks. Up-to-date delivery times will be shown on the checkout pages of the website. Please note that if your purchase is ‘on order’ it will be subject to longer delivery times as it will be shipped from the supplier.

Bike to Work:

Bike to Work transactions can only be completed by phone or in store. We are currently experiencing exceptional call volume, so there may be a considerable delay in getting through to us.

Advice and Guidance:

If you are looking for advice on your bike or on a potential purchase, you will need to visit us in store or speak to us by phone. We are currently experiencing exceptional call volume, so there may be a considerable delay in getting through to us. Our website gives individual product information, including technical specifications. More information can be found on the manufacturer websites.

Repairing/servicing a bike:

If you wish to book a bike in for a service or repair, you will need to visit us in store or speak to us by phone. We are currently experiencing exceptional call volume, so there may be a considerable delay in getting through to us. Current lead times, as of Monday 17 August are:

Edinburgh Bruntsfield: 2 weeks
Edinburgh Canonmills: 3 weeks
Newcastle: 2 weeks
Aberdeen: 3 weeks
Leeds: Fully booked for August, not currently accepting September bookings

Please visit our shops pages – up to date lead times can be found on the individual store pages.

Complimentary Six-week & Twelve-month Service:

If you wish to book your new bike in for its complimentary service, you will need to visit us in store or speak to us by phone. We are currently experiencing exceptional call volume, so there may be a considerable delay in getting through to us. If you wish to delay your complimentary service, you do not need to inform us – we will honour all services delayed by the current high demand.

Lead times, as of Monday 17 August are:

Edinburgh Bruntsfield: 2 weeks
Edinburgh Canonmills: 3 weeks
Newcastle: 2 weeks
Aberdeen: 3 weeks
Leeds: Fully booked for August, not currently accepting September bookings