In-Store Purchases
Amending or Cancelling Store Services and Fittings
We understand plans can change. If you need to amend or cancel an in-store service (such as a fitting), visit Track My Order to manage your booking and choose a new time that suits you.
Receipts
Missing or Incorrect E-Receipt
If you haven’t received your e-receipt, or received one in error, please contact our support team with your order number so we can assist.
Click & Collect
How Long Will the Store Hold My Click & Collect Order?
Click & Collect orders are held for 7 days after they’re ready for pickup. If not collected within that time, your order will be refunded and restocked. You’ll receive reminders via text if you provided your mobile number at checkout.
When Will My Click & Collect Order Be Ready?
Your order confirmation will indicate the expected collection date. You’ll also receive an SMS and email when your order is ready. If it’s ready sooner, our team may call you directly.
Can Someone Else Collect My Order?
Yes. Someone else can collect your Click & Collect order on your behalf. They will need a copy of your confirmation email and valid photo ID that matches the name on the order.
Click & Collect – Bike Orders and Assembled Bikes
For bikes, your order may take additional time to prepare if assembly is required. You’ll be notified once the bike is fully built and safety-checked.
Product Availability
How Can I Check Store Stock?
Use our website to check stock availability in your local store. Simply enter your postcode on the product page to view nearby stock levels.
Discount Codes
Blue Light Card Discount on Luxe Mobile Services
As a Blue Light Card holder, you get 10% off all products and services. Please present your card or valid ID during booking or at checkout.
General Blue Light Card Discounts
Blue Light Card holders can enjoy:
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Up to 7% off online and in-store (exclusions apply)
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10% off servicing
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Free MOT when booked with a full or major service
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5% off repairs
Please see the Blue Light Card website for full terms.
Armed Forces/Defence Discounts
We proudly support the Armed Forces community with special discounts. Contact support or check our discount page for current offers.
Where to Enter Discount or Promo Codes
At checkout, enter your code in the “Promo Code” field before completing your purchase.
Finance
How Do I Apply for Finance?
You can apply for finance options directly at checkout. Choose your preferred payment plan (6, 12, 24, 36, or 48 months) and follow the steps provided by Klarna.
Will I Be Eligible for Klarna Finance?
Klarna eligibility depends on your credit history, order value, and personal details. Klarna performs a soft check during application and will confirm if you qualify.
What If I Cancel an Order Paid via Klarna?
If you cancel an order funded by Klarna, your repayment plan will be stopped, and any paid installments will be refunded per Klarna’s policy.
How to Contact Payment Assist
For any queries related to Payment Assist, please reach out to them directly via their website or customer support.
Gift Cards
Luxe Cycle Care Gift Cards – FAQs
Our gift cards are available for use online or in-store. They are non-refundable, non-transferable, and do not expire.
How to Check Your Gift Card Balance
Visit our Gift Card Balance Checker online, or ask in-store to check your remaining balance.
Using Gift Cards with Discounts
You can use Luxe gift cards alongside Trade discounts and eligible promotions, but they cannot be combined with all voucher schemes.
Do You Accept Paper Vouchers or Third-Party Gift Cards?
We currently do not accept paper vouchers, One4All, or Love2Shop gift cards.
Home Delivery
Delivery & Order Information
We offer Free Standard Delivery on orders over £20; £2.99 for orders under £20. Standard delivery takes 3–5 working days, excluding bulky items and assembled bikes. Delivery time is calculated at checkout.
Where’s My Order?
If you haven’t received your order, please allow a few days for all items to arrive. If something is still missing, use our chat function to speak with an agent.
Do You Deliver Outside the UK?
We currently only deliver within the UK. International delivery is not available at this time.
Will My Bike Be Delivered Assembled or Boxed?
Your bike will usually be delivered partially assembled in a box. Assembly instructions will be included. Fully assembled delivery may be available for selected services.
Price Match Promise
Do You Match Competitor Prices?
Yes, Luxe Cycle Care offers a Price Match Promise. If you find a lower price at a qualifying UK retailer, garage, or mobile expert, we’ll match it. Conditions apply—please refer to our Price Match policy.
Returns & Refunds
Returns Process
To return an item, visit our Returns Center online. Returns must meet our policy criteria. Proof of purchase is required.
How Do I Amend or Cancel an Order?
If your order hasn’t been processed, you can amend or cancel it via Track My Order. For services or store bookings, changes can be made up to 24 hours in advance.
How Long Do Refunds Take?
Refunds are typically processed within:
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3–5 business days for online items
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Up to 7 days for in-store returns
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14 days following garage cancellations
Trade Card
Luxe Cycle Care Trade Card
The Trade Card is available to verified business and professional customers. It offers exclusive discounts on parts, tools, and services.
Can I Use My Trade Card for Services or MOT?
Yes. You can use your Trade Card for discounts on selected services, including MOTs when booked through participating partners.
How Do I Apply for a Trade Card?
Apply online through our Trade Account page or in-store by presenting valid business documentation.
Shopping Online with Your Trade Card
Log in to your Trade Account before shopping to access exclusive prices. Discounts will automatically apply at checkout.
Ways to Pay
Clearpay – FAQs
Split your purchase into four equal payments using Clearpay. No interest or fees if payments are made on time. Available for eligible orders.
Buy Now, Pay Later – Seasonal Offers
Take advantage of our seasonal payment deferral options, such as “Buy Now, Pay in Autumn.” Terms vary by promotion.
Voucher Payments
We do not accept One4All or Love2Shop vouchers at this time.
When Will I Get My VAT Receipt?
VAT receipts are issued via email upon order confirmation. For duplicates, contact our support team with your order number.