Delivery & Returns
Delivery and Returns
Royal Mail Tracked service provides delivery updates via both Email and SMS. You can also track the status of your order at www.royalmail.com/track-your-item
We use Royal Mail 48 or 24 tracked delivery for most orders (We'll use FedEx for the bigger items as well as liquid and pressurised items). Non Fed-Ex Orders over £50 are delivered free by Royal Mail 48 Tracked, spend over £99.99 for free delivery by Royal Mail 24 Tracked or FedEx Next Working Day. For orders over £50 you can upgrade to next working day delivery for only £1 extra. Royal Mail 24 Tracked Next Working Day if ordered before 3.30pm Mon-Fri and FedEx 24 Hour for orders placed before 12:00pm Mon-Fri.
Orders under £19.99
Royal Mail 48 Tracked: £3.49
Royal Mail 24 Tracked*: £4.49
Orders £20 - £49.99
Royal Mail 48 Tracked: £2.49
Royal Mail 24 Tracked*: £3.49
Over £50 - £99.98
Royal Mail 48 Tracked: FREE
Royal Mail 24 Tracked*: £1.00
FedEx 24 Hour**: £3.99
Royal Mail 24 Tracked*: FREE
FedEx 24 Hour**: FREE
* Royal Mail 24 Tracked Next Working Day if ordered before 3.30pm Mon-Fri
**FedEx Next Working Day for orders placed before 12:00pm Mon-Fri
*Orders shipping to Northern Ireland via Courier will be subject to a delivery charge, we will be in touch upon receiving your order to discuss your delivery charge or you can Contact Us to discuss pricing prior to ordering. Please note that Royal Mail Tracked is not a guaranteed service but 97% of orders are delivered on time.
Orders placed after 3:30pm will be dispatched the following working day, which will be a Monday if your order is placed after 3:30pm on a Friday.
Fortunately, most orders are delivered in 24 or 48 hours from dispatch, however if your goods don't arrive, please use the tracking number in your dispatch confirmation email to check on the whereabouts of your order before contacting us.
For items of which we do not immediately have stock available you will see the approximate lead time on the product page before you add the item to your cart. These lead times assume our suppliers have stock available. When this is not the case we will contact you to advise of any delays to your order, otherwise - please wait the time specified before asking us where your order is.
Once your order is dispatched by our warehouse team, you will receive an email with a tracking number which allows you to track your order through Royal Mail's online system.
Whilst we try to hold good general stock of Bikes from all the brands we stock, these premium brands are always in very high demand and your order may be subject to varying lead times accordingly. Some parts and accessories may also be subject to slightly longer than expected leadtimes in the rare event that our suppliers are also out of stock.
Please call us if you have any questions regarding the leadtime on your order.
International Orders are sent using Royal Mail International Tracked Delivery. These items are usually delivered within 3-7 working days of despatch.
All International order postage costs are an estimate. If the estimate is correct your order will be shipped immediately. If the postage estimate won't cover your delivery we will contact you with a postage quote.
Santa Cruz & Juliana Bicycles are shipped to most European countries free of charge. Shipping charges are calculated at checkout, so please add products to your cart to see what shipping charges will be applied to your order.
Please Note: UK VAT of 20% is included in the prices seen across the site. This is removed at checkout for international orders, however you may be liable for VAT in your region, as well as any duties applicable. Your local customs will be able to advise you best as to what these charges may be, but you are welcome to contact us before placing your order if you would like us to give you an estimate.
Where the finance option is used for mail order purchases, the goods must be delivered to the customer’s home address as per the credit agreement. Goods sold in this way cannot be subsequently collected in-store or delivered to any address other than that shown as the current address on the credit agreement. Goods can only be delivered to the person named on the agreement or a family member of that person.
If your UK order was sent via a Royal Mail or Fedex service and nobody was able to sign for it, you will have been left an attempted delivery slip with contact details to either re-arrange delivery for another day or the option to pick your order up from your local depot.
Royal Mail can occasionally take longer to deliver than their quoted times. Royal Mail does not class items as lost until 10 working days after expected delivery in the UK, 20 working days for Europe and 25 working days for the rest of the world. If your order is delayed please Contact Us for assistance.
During the Covid Crisis they may be a slight delay in processing your return. Don't panic, we're on it!
With a lot of our staff working from home and Royal Mail experiencing delays due to demand, your return is likely to take up to 7 days to be processed from the date we receive it.
Please bear with us, you'll receive an email when your return is processed. Please wait 10 days from sending your return before contacting us.
Thanks for your patience - The Stif Team
At Stif Mountain Bikes we pride ourselves on our superb customer service and here is a typical example of our commitment to you, our customer.
If you have any queries regarding a return, please email email@example.com and we'll be happy to help you.
If you make a purchase from Stif Mountain Bikes and upon receipt of the goods decide you have the wrong size, you don't like the colour, or you've just changed your mind, you can have a replacement or a full refund...your choice. So here's the deal. If you buy something from us and later decide you made a mistake, it's simple. Return the goods, unused, in the original packaging, with tags still attached and within 30 days for a full refund or replacement.
We only ask that:
-The returns form on the rear of the invoice is filled in with as much information as possible
- Items must have all tags still attached and be in the original packaging
-Shoes must be tried on indoors and not show any signs of wear
-Food products must have the original seals intact and we cannot accept any returns of underwear.
To make returning an item as easy as possible and reduce the cost, you can use Royal Mail Returns Portal to Create a returns label free of charge. You can either stick this returns label to the package, or if you don't have a printer, Royal Mail will provide a QR code that you can take to the Post Office who will print the label for you at no extra cost.
Click here to access the Royal Mail Returns Portal and set-up your return
If you use the Royal Mail returns Portal, we will deduct £1.50 from your refund amount for using this (no charge for exchanges). However, if you choose to pay to return the parcel yourself, we do recommend you return this using a tracked service.
BIKES & BULKY ITEMS
If you wish to return an oversize item to us that Royal Mail will not carry due to its size and/or weight, please email firstname.lastname@example.org and we will arrange a collection. This will be at a subsidized rate (amount depends on item and location) to you as arranging shipping for high value items yourself is often very expensive.
DAMAGED / INCORRECT GOODS
In the event of you receiving goods which have been damaged in the post or that have been sent to you incorrectly (in the case of damaged goods, please return the original packaging) please get in touch by calling us on 01423780738 or emailing email@example.com and we will arrange the replacement of your order. You will not be charged for returning damaged or incorrect goods to us. If directed to by one of our sales team, please use the link above to access the Royal Mail Returns Portal to make the process as simple as possible.
In cases where a product develops a fault, you should notify us as soon as possible by emailing firstname.lastname@example.org. You must then return the faulty item to us for inspection at your own expense. You should use an insured delivery service and obtain proof of posting in case of loss or damage en route to us. Please be aware that we cannot accept responsibility for items lost in the post. When we receive the product we will inspect it and decide how best to assist you. In some cases we will fix the problem ourselves, but in most cases we will return the item to our supplier on your behalf.
Please make sure you fill in and include your returns form, which you can download here (its also on the back of your delivery note.) This will enable us to take care of your request in the quickest possible time.
Please send all returns to the following address -
Stif Mountain Bikes
New York Mills
The Stif Mountain Bikes returns procedure does not affect your statutory rights as a consumer.
If you've got a question, please call the shop on 01423 780 738 or email our sales team.