Abnormal Logistics Disclaimer

We highly value every customer’s shopping experience and are committed to delivering your goods safely and accurately through a stable and efficient logistics system. However, cross-border logistics involves multiple stages—such as international transfer, customs clearance, and local delivery—during which packages may face delays or issues due to uncontrollable factors (e.g., weather, policy changes, or third-party transportation problems).

To safeguard your rights, we have established clear and standardised procedures to provide transparent and reasonable solutions for various logistics exceptions.

Ⅰ. Types of Logistics Anomalies

A. No Logistics Update
  • Definition: The package has had no logistics status updates for 7 consecutive            calendar days or more, and its current location cannot be confirmed. 
  • Processing Flow:
    • Please contact Customer Service promptly to submit an investigation request.
    • Customer Service will initiate a logistics investigation, which takes 7 working days.
    • After the investigation, if the logistics provider confirms the package is lost or cannot be delivered, we will offer:
      • A free reissue of the same product; or
      • A full refund via the original payment method.
  •  Special Instructions:
    • The investigation process cannot be expedited.
    • If you request a refund or reissue during the investigation, it will be processed only after the investigation is complete.
B. Package Loss ("Lost")
     a. Lost During Transit (Confirmed by Logistics Provider)
  • Definition: The package is lost by the logistics provider during transit, and the provider issues official proof of loss (e.g., non-delivery proof, system description, or official email notification).
  • Processing Method:
    • Upon receiving proof of loss from the logistics provider, we will immediately offer:
      • A free reissue of the same product; or
      • A full refund to your original payment account.
     b. Package Shows as Delivered, but Customer Claims Non-Receipt
  • Definition: The logistics system shows the package as successfully delivered and signed for, with a photo of the signed delivery receipt, but the customer claims they have not received it.
  • Processing Standard:
    • A delivery photo or signed receipt is considered proof that we and the logistics provider have fulfilled our delivery obligations.
    • If you dispute the delivery status, you must submit valid evidence within 3 calendar days of the delivery date, such as:
      • A screenshot of surveillance footage from your residence; or
      • A police report or unsigned confirmation document issued by the police; or
      • An official proof of non-delivery issued by the courier company; or
      • An official proof of lost package issued by the courier company.
    • If you fail to provide this evidence, we cannot offer a refund or reissue for the order.
    • If you have not received the package and have reported the case to the police, and the police confirm it was not signed for by you or an authorised representative, please provide the police report, and we will proceed based on the evidence.
C. Package Return ("Return to Shipping Warehouse")
  • Definition: The package is marked as being returned by the logistics provider due to issues such as incorrect recipient information, recipient refusal, no one signing for it, or an incorrect address, and is being sent back to our overseas warehouse.
  • Processing Method:
    • Please contact Customer Service immediately to confirm the return status.
    • Once we confirm the package is being returned, we will offer:
      • A full refund; or
      • A reissue (after you reconfirm the delivery address to prevent a second return).

Special Statement

  • All logistics issues must be reported to Customer Service within 7 calendar days of the issue occurring; otherwise, it may affect the processing timeline.
  • We work with multiple international logistics providers to ensure safety and efficiency. However, once goods leave our warehouse and enter third-party transit, some situations are beyond our control.
  • We will assist in communicating with logistics providers, but for claims lacking valid evidence, we cannot assume liability.
  • We reserve the right to interpret this policy, and disputes will be handled based on actual evidence and logistics feedback.

Our Commitment

We understand the anticipation and concerns you may have while waiting for your package, and we respect the trust behind each order. Although some logistics anomalies are beyond our control, we promise to make every effort to assist you in resolving issues and safeguarding your rights, within the bounds of compliance, reason, and authenticity.

If you encounter any issues, please contact us via online Customer Service or email. We will serve you with professionalism and patience.

Ⅱ. Transportation Damage Claim Process

To ensure your satisfaction, if your goods arrive damaged, we will provide compensation or remedies based on the situation. Please follow these steps:

A. Submit a Request
  • Contact Customer Service as soon as possible after receiving the package and provide:
    • A clear photo of the damage (showing the affected area).
    • Your order number or proof of purchase.
  • We will process your request within 1–2 working days of receiving complete information.
B. Compensation Standards (Based on the Degree of Damage)
  • Minor Damage
    • Description: Only the outer packaging is slightly damaged; the product is intact and usable.
    • Solution: We will provide a coupon to compensate for the inconvenience on your next purchase.
  • Moderate Damage
    • Description: The product has minor damage that does not affect overall function or safety (e.g., slight scratches, small dents, or damage to non-core components like the bike basket or bell).
    • Solution: We will replace the damaged parts free of charge.
  • Severe Damage
    • Description: The damage affects the user experience (e.g., slight frame deformation or tire issues causing abnormal riding).
    • Solution: We will replace the affected components free of charge and provide an additional £10 compensation (or equivalent in your order’s currency).
  • Critical Damage
    • Description: The product is unusable due to severe damage (e.g., major structural deformation).
    • Solution: We will offer:
      • A full refund; or
      • A brand new replacement at no additional cost.

Additional Notes

  • Contact Information: For assistance, please reach out to Customer Service via our online portal or email.
  • Statutory Rights: This policy does not affect your statutory rights under US consumer law.

Our Promise

We are dedicated to providing excellent service and resolving any issues you may encounter. Thank you for choosing us, and we look forward to serving you again.