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Help

Please Note: We are currently experiencing a higher than normal volume of calls and e mails due to our current sale.  We do apologise for any inconvenience caused, a member of our customer service team will deal with your query as soon as possible.

Welcome to our Help page. We try to make things as clear as possible on the website, but we understand sometimes questions stil arise. 

How can I contact you?

How much does it cost to ship my order?

When will I receive my order?

Can I change the details of my order or add new items?

Are my items covered under warranty?

How do I return an item to you?

Can I get my bike serviced with you?

Are you part of the Cycle to Work scheme?

Why are Limited Edition pre-built and clearance bikes no longer available on cycle to work?

How do I purchase a gift voucher?

What denominations do you offer?

What if I want to order more than one gift voucher?

How are gift vouchers delivered?

What if I lose my gift voucher?

What is the delivery timescale for gift voucher orders?

Can I redeem my Vouchers online?

Can I redeem my Vouchers over the phone?

I've found some old credit vouchers. Do you still accept these?

What if my order is for less than my voucher?

What if I need to return the items I bought with my voucher?

I already have a set of wheels. Can you build a bike for me without wheels?

I only need a front wheel. Can you split a pair down and just sell the front?

I am looking at purchasing this item but the website is showing sold out. Do you have any in stock?

Can I upgrade my bike using components not on the customise list?

I've just placed an order but now I want to order something else. Can I have it sent out with my existing order?

I've chipped my frame. Do you sell touch-up paint?

 

How can I contact you? 

We have many ways in which you can contact us. We’re always happy to take orders, discuss options, or help with any issues that may arise. Please choose the method that best suits you:

By Email:

We will get back to you with a response as soon as possible - usually the same day, if not right away!  Email us by clicking here

By Phone:

Talk to our customer service team on: +44 (0)1709 38 66 66

Lines are open 8am - 6pm Monday-Friday (10am-8pm Thursday).

By Post:

Planet X Ltd, 38-41 Waddington Way, Rotherham, South Yorkshire, United Kingdom, S65 3SH

How much does it cost to ship my order?

We offer free delivery on all UK orders over £100 except bikes, Groupsets, Wheels and Frames. Orders under £100 will cost £3.95 to ship.  Please see this link for full delivery info.

When will I receive my order?



Please allow 2-5 working days for delivery. On orders up to £100 we use Royal Mail and orders over £100 we use Yodel who offer next day delivery for most items. Please note that in some cases we might use Yodel service on orders below £100 if these are oversized or heavy. The delivery method being used will be shown at checkout. Please Note at times of Heavy sale this may sometimes take a little buit longer.

 

If you order a bike please note that all our bikes are built to order. When you order a bike, it is scheduled into the build queue and you will be informed of the planned build date. We will keep you informed every step of the way; For more information on how we handle bike orders, click here.

International shipping times vary depending on where you are located in the world. We will give you a tracking number with your order, so you can follow its progress.

Can I change the details of my order or add new items?

Unfortunately we cannot amend any details of your order once they are placed. This includes adding or subtracting items. We suggest that if you have ordered something that you no longer want, wait for it to arrive and then send it back to us for a refund. See our returns policy for further details.

Are my items covered under warranty?

All Planet X branded products carry a 2 year warranty against defects and benefit from our discretionary crash replacement program for the original owner.  

Certain products, such as titanium frames, benefit from a 10-year warranty.

In regards to products from other brands, please refer to their own policies.

Please contact us for more information. For Warranty details click here 

How do I return an item to you?

You can send the goods back to us yourself. Remember to complete a returns form and include it with the package. Here’s our returns address:

Returns Department, Planet X Retail Ltd, 38-41 Waddington Way, Rotherham, South Yorkshire, United Kingdom, S65 3SH

After we receive your returned goods, we shall process them and either offer a refund or send you an alternative.

For further information about our returns policy, please refer to our dedicated Returns section of the website here.

Can I get my bike serviced with you?

Yes, we offer a full range of bike services, all carried out by our highly skilled CYTECH mechanics. What’s more we have some of the best prices around. Please see our Service Centres page for a full list of services we offer and details on how you can book a timeslot.

Do you offer a bike fitting service?

At our flagship Sheffield store we offer state-of-the-art bike fitting in the form of our Retul service. The choice of many proffesionals, Retuls uses LEDs and 3D scanners to asses your riding position. The Data produced is then used to make changes to help you get set up on the bike correctly.

To book a Retul session, go to our Bike Fiting page. From there you can browse the online calander and book yourself a slot. Retul sessions can take several hours, so please allow for this. Pricing and further information can also be located on the page.

Are you part of the Cycle to Work scheme?

Yes, we are. In fact, we have one of the best selling bikes in Cycle to Work history, our Planet X Pro Carbon. With cycle to work you can save up to 40% on the price of a new bike, so it’s well worth taking a look at.

All you have to do is browse the website and pick the bike and bits you would like to purchase, choose the ‘Cycle to Work’ option at checkout and then we will contact you requesting the voucher from the cycle scheme to which your employers take part. We will keep you updated throughout the process, and will let you know when your bike is to be delivered. If you would like further information about the Cycle to Work scheme, please visit our Cycle to Work page, where you will find a comprehensive FAQ and details on all the schemes that we deal with.

Why are Limited Edition pre-built and clearance bikes no longer available on cycle to work?

Limited edition pre-built bikes and clearance bikes are ready to ship and as such can only be bought via Cycle to Work once you have the voucher in your immediate possession by calling customer services on 01709 386666. This is due to the fact that all bikes are ready to ship out the door and are designed to be cleared once the stock has gone – buying these on cycle to work without a voucher already in possession means we potentially have Limited Edition items been stored long term risking damage to the product.

I already have a set of wheels. Can you build a bike for me without wheels?

Unfortunately we are unable to build bikes without wheels. For safety reasons, all our bikes must be set up as ready to ride by our trained mechanics.

I only need a front wheel. Can you split a pair down and just sell the front?

We are unable to split wheel sets down to be sold as individual wheels.

I am looking at purchasing this item but the website is showing sold out. Do you have any in stock?

The website has a live feed to our warehouse. If the website is showing no stock, the warehouse has no stock. If we are expecting new deliveries of an out of stock product, the arrival date of new stock will be displayed on the website.

Can I upgrade my bike using components not on the customise list?

Bikes can only be upgraded with parts from the customise list for that bike.

I've just placed an order but now I want to order something else. Can I have it sent out with my existing order?

We are unable to combine orders. Once an order has been places we cannot amend it.

I've chipped my frame. Do you sell touch-up paint?

Unfortunately we don't currently sell touch-up paint for our frames and we cannot supply RAL codes for the paint colours we use because our suppliers use a different system. The best thing to do is to take a sample of the paint to a local paint supplier and ask them to mix the colour.

Vouchers FAQ

How do I purchase a gift voucher?

First select the value you want from the list of denominations and then click ‘add to basket’. You will be requested to create a 5 digit PIN. It is crucial you remember this PIN as you will need to write this on the voucher after printing it. Complete the checkout process as normal.

What denominations do you offer?

Vouchers are available in increments of £10 all the way up to £200

What if I want to order more than one gift voucher?

If you want to order more than one gift voucher, you will need to purchase each voucher in a separate transaction. This means completing the checkout process for the purchase of one voucher before buying another. This is for security reasons.

How are gift vouchers delivered?

You are responsible for printing your own gift vouchers. After the checkout process has been completed there will be a View Voucher button where you will be able to download or print your voucher. If you wish to print your voucher at a later date then you can do so from the ‘My Account’ section of the website. Here you can download, view and print your voucher.

What if I lose my gift voucher?

If you were given the voucher as a gift then you will need to speak to the person who gave you the voucher. If you purchased the voucher then you can reprint your voucher by logging into the ‘My Account’ section of the website.

What is the delivery timescale for gift voucher orders?

Gift vouchers are available from the moment your order has been accepted by our system.

Can I redeem my Vouchers online?

Vouchers can be redeemed online and in store. You will need the voucher code and the PIN number, which can be found on the bottom of your voucher.

Can I redeem my Vouchers over the phone?

Vouchers cannot be redeemed over the phone at the present time

I've found some old credit vouchers. Do you still accept these?

As long as the vouchers are still within 12 months of the purchase date we are happy to accept them.

What if my order is for less than my voucher?

In the event that you do not spend the full value of the voucher the remainder will be retained on the voucher until you use it again.

What if I need to return the items I bought with my voucher?

Upon receipt of returned items that have been paid for online or over the phone with a gift voucher a new voucher will be processed. This will show on your online Planet X account. You will need to go into the new voucher to set a new PIN number and then the voucher will be ready to use. No cash refunds will be given.