FAQs - Orders

If you have questions in relation to an order that you have placed or are considering placing take a look at our list of Frequently Asked Questions (FAQs) below prior to contacting Customer Services


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Where is My Order?

If you have not received your order within the timescales outlined on our Shipping Pages, please Contact Us.

Whereas Tracking Details are not necessarily available on all parcels, a Proof of Delivery Signature is required on all parcels unless your package is small enough to fit through your letterbox. If available for your order, Tracking Details can be viewed once you have received an Order Complete/Shipped email at the following link - Tracking Details


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Receiving your Order

Upon receipt of your order you will be asked to sign for the parcel received in good condition. If the package appears damaged please inspect the contents prior to accepting the parcel, make the courier wait, as when you sign for the item you are accepted it as being undamaged. Failure to do so will affect any warranty claims that you make thereafter. If the parcel/contents appear to be damaged do not hesitate to refuse a parcel if you suspect it is damaged. Please contact us as soon as possible upon refusing a parcel or if you have received damaged items.

When your order has been sent you will receive an Order Complete email with Tracking Details, it is the responsibility of the customer to monitor these tracking details not Velodrome-STS Ltd. If you do not receive a parcel within thirty days of it being sent please inform us immediately as if we are not informed within this timescale and couriers then consider the parcel to be lost we will not be able to process an insurance claim and unable to send another item


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Where is My Receipt/Invoice?

The receipt/invoice for your order was emailed to you when you placed your order, receipts/invoices are not included with parcels, if you would like to your receipt/invoice sent again via email please contact us


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How do I make Payment for an Order?

If you have questions in relation to payment take a look at our list of Frequently Asked Questions (FAQs) by Clicking Here


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How do I place an Order?

If you are struggling to place an order via the website, Click Here for our guide to placing an order with Velodrome Shop


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Questions about Shipping?

Shipping Rates, Shipping Times, Do you Ship to My Country? - Click Here

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Questions about Returns?

For information on our Returns Policy please Click Here


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Questions about International Orders?

If you are outside of the United Kingdom and would like to place an order, you'll find useful information on subjects such as Shipping, Currency Options and Tax Policies if you Click Here


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Questions about Value Added Tax (VAT)?

If you have a question about VAT and whether it is applicable to your order, please Click Here


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Custom Bike Builds

Unfortunately we are unable to offer custom bike builds except where stated, all bikes offered online are only available in the specification stated in the relevant product descriptions


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Bike Assembly

All Bikes are shipped fully assembled, unless specified, the only thing you need to do is insert the wheels, handlebars and attach your pedals

Should you not have the tools in order to perform these steps, the following product in 'Track' mode has the correct tools - Velodrome Shop Track Tool Kit