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Help

Welcome to our Help page. We try to make things as clear as possible on the website, but occasionally questions and queries do arise. If you still need some help give us a call on +44 (0)1709 38 66 66 and we'll be happy to talk to you.

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?

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 queries or help with problems that may arise. Please choose the method that best suits you.

By Email:

Please fill in an enquiry form located here

By Phone:

Talk to our customer service team on:

 +44 (0)1709 38 66 66

Lines are open 9am - 5pm Monday-Saturday (10am-5pm Thursday).

By Post:

Planet X Ltd, Unit 6 Ignite Business Park, Magna Way, Sheffield, S60 1FD, United Kingdom

How much does it cost to ship my order?

UK:

We offer free delivery on all UK orders over £20. All orders £20, or under, will cost £2.50 to ship.

International:

Free delivery on orders over £60. Please be aware, postage costs vary depending on your location and for deliveries of large items, such as bikes, frames, wheels and rollers please refer to our comprehensive International shipping chart HERE

When will I receive my order?

Please allow 2-5 days for delivery. 98% of UK orders (excluding bikes - see below) placed before 3pm Monday to Friday are despatched the same day. On orders up to £100 we use Royal Mail and orders over £100 we use DPD who offer next day, one hour timed delivery slots.

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 keep you informed every step of the way; currently the build queue is 21 days. 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 and benefit for discretionary crash replacement for the original owner. 

In regards to products from other brands, please refer to their own policies. Certain products, such as titanium frames, benefit from a 10-year warranty, please get in contact with us to discuss this matter further should you need to.

How do I return an item to you?

We offer a few different options for returning goods to us. We recommend using Collect+, our nominated returns partner. With Collect+ you can drop off your items at 5200 local stores and newsagents 7 days a week.  All you have to do is fill in a returns form, and drop it off.

Alternatively 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
Unit 3 Ignite Business Park
Magna Way
Sheffield
S60 1FD

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.

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.