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Help with your Online Order


Placing Your Order

How and when can I order?

You can order your item through this website by adding the product(s) to your basket, and complete the checkout procedure.

What's the cut-off time for delivery?

 Cut-off for Delivery will vary depending on your location. To ensure you get the best possible service, we stagger the cut-off time for delivery from 6pm right up until Midnight. You’ll be able to see if Delivery is still available when you place your order.

Will I receive the exact model shown? 

Yes.

When do you confirm my item is available?

Item availability dates are displayed on the website for you to select a day that best suits to your needs, having the opportunity to mention the exactly desired delivery date and time in the last page of you order, in the "Comment Memo" box, just before pressing the FINISH button to confirm your order. You'll then either receive a confirmation email, message on your mobile, or, a member of our team will contact you within 48 hours to agree a convenient delivery day and confirm that the stock is available.

Can I return an item I don't want?

If you're not happy with your product, you can return it for free within 21 days of delivery. We're happy for you to unpack the product and inspect it properly. We'll refund you in full for items if returned within 21 days. 

What if my item is faulty?

If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights. 

Will my item have a warranty?

The manufacturers will supply a warranty in addition to your rights under the Sales of Goods Act. In most cases you'll receive a 2 years warranty covering all parts and labour, or in some instances, it may be extended to 3, 5 or even a whopping 10 years by the manufacturer. You may need to register to qualify for these promotions.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered. 

Can I have an invoice?

Yes. We will email your invoice to yourself within 48 hours after we will receive your order. If you still need help, just get in touch with us by using the Contact form from our website.

I'm eligible for a promotion, how do I claim it?

For Crossfit Perpetua Buy More & Save or cashback promotions, orders with total value over £3800, are eligible for 30% discount. For being able to apply the discount for your order, please redeem the following voucher: PERPETUA30. Claiming is simple - just write the voucher code after you add the product to your basket, and click on "REDEEM" button.

If you’re eligible for a promotion from a manufacturer, headover to your product information page on crossfitperpetua.net for details on how to claim.

Paying For Your Items

Which payment methods can I use to place my order?

You can use Visa, Visa Debit, or MasterCard or BACS ( Bank Transfer ).

Is it safe to send my debit/credit card details over the web?

Yes. We encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe.

Payment for your Order

Authority for payment must be given at the time of your order. Payment will only be taken once your delivery date has been agreed.

Discount Codes

Why isn't my discount code working?

Voucher codes will be available for a specific time period. Please check the expiry date and that you’ve entered the code correctly. A common error is an extra space if you're copying and pasting the code. Codes aren’t case sensitive so it’s fine to use capital or lower case letters.

Can I use more than one discount code on my order?

No. Sorry, only one voucher code can be used per transaction. Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like.

Can I use a discount code with Price Match?

Discount codes can't be used in conjunction with Price Match. We'll happily honour whichever option gives you the biggest savings on the listed selling price. 

Can I use my discount code more than once?

Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like. 

Where do I enter my discount code?

The discount code box can be found at the bottom of your basket. Simply type or copy and paste your code into the box and click apply. Your total will update to include your discount saving. Please be aware, you must enter your discount code in the basket as you can't apply it later.

Where can I get a discount code?

We offer 15% discount voucher for your first order that you submit on our website. Voucher code: "CROSS15"

From time to time we’ll offer discount codes across the site. This will be clearly visible on our homepage and on the specific product page that the discount applies to. Sometimes we may ask for your email address in order to receive a unique discount code. We will use your email address to inform you about our latest promotions and offers. You can unsubscribe from these emails at any point.

I'm a new customer and I received a 15% discount code. How do I use it? 

You'll be able to use your 15% discount when you place an order for an item of £150 or above. Please note this offer applies to orders for individual items over £150, not a total order value of £150. Simply enter your code (CROSS15) in the basket and your discount will be applied automatically. 

Cashback

How can I claim cashback?

We offer both manufacturer cashback and our own cashback promotions.
To claim a manufacturer's cashback promotion, we'll let you know what you need to do after you will receive your product(s). This usually requires filling out a claim form on the manufacturer's website. When we offer our own cashback promotion, we'll send you a claim form, by email, within 5 days of delivery. Simply fill this in, within 21 days, and we'll send your cashback via BACS. This should be within 21 days of receiving your form.

Do I need to know anything else about cashback?

All promotional products are subject to availability while stocks last. We also reserve the right to void amend and/or change this promotion at any time.

How do I claim my Buy More and Save offer?

If you’re eligible for “ Buy More and Save", please redeem your 30% discount voucher: PERPETUA30 after you add all products to your basket. Total order value should be over £3800.00

Prior To Delivery

What do I need to do before my delivery arrives?

We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new bicycle will get to its new home.

Last but not least, make sure you keep an ear out for phone calls or knocks at the door. It could be your delivery!

Where can you deliver?

We'll deliver items to addresses within mainland UK FREE of charge using our flexible delivery service.
* We offer worldwide delivery.
* Delivery to Northern Ireland is FREE as well.
* We can deliver to you as well if you're located in the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland.

Who will deliver my item?

Our good friends at Expert Logistics will make sure your new bicycle gets from us to you in one piece.

What time will my delivery be?

If you've provided a mobile number, you'll receive a text message or email within 30 minutes prior to delivery. Our deliveries start at 7am, so if yours is due before 9am, we'll send you your text message a bit earlier, at around 6.30am to keep up to date with any changes on your delivery day. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.

Can I track the status of my delivery?

To help you plan your day without having to waste time waiting around. The Track Your Order service is available from the time you complete your order and can be accessed through the website, your Order Acknowledgement Confirmation email or by visiting 'Track Your Order’.

How do I find out when my item will be delivered?

We confirm this to you at the point of choosing your delivery date. In the few cases where we can't confirm this at the point of order, you will get a message on your mobile, or an email with the confirmation for delivery date and time.

What happens if you can't deliver?

Occasionally we may experience delivery restrictions in your area beyond our control. For example, bad weather closing roads. 
We'll always try our best to deliver and if we think your order may be affected, we'll block out those dates in your delivery calendar.

What if I'm in a hurry?

If you’re in a real hurry to get your bicycle, we offer a swift delivery service. The cut-off date for delivery does vary depending on your location, so make sure to check this out before you buy.

How much does delivery cost?

We offer FREE Standard Delivery regardless of how many items you have in an order. Or you can choose our other delivery options to create a package which fits in with your busy lifestyle.

Can I choose a delivery slot?

Delivery slots are great for making sure your new bicycle arrives when you’re at home. You can choose from morning and afternoon time slots for free of charge, and we’ll arrive with your delivery at a time that suits you.

Can I change a delivery date I have already agreed to? 

Yes you can change your delivery date up to the day before using the 'Contact’ page, by sellecting the "Change Delivery time" option.

Will it cost to change my delivery date?

When you place your order, your delivery price has been secured. This means that if you need to delay your delivery, we can change it to a time that suits you at no extra cost. 

Can I change my delivery timeslot?


Unfortunately not, as your delivery time has already been planned into your driver’s route. If you don’t think you’ll be at home to sign for your delivery, contact us by using the Contact form from our website, and we can re-schedule delivery for another day. Not available for the whole day? We can offer you your very own timeslot. Simply choose from morning, lunchtime or afternoon delivery timeslots during checkout, and the charge will be added onto your purchase. ( Just mention the exactly delivery date and time in the last page of your order, in the "Comment memo" box.

Can I change a delivery date I have already agreed to?

Yes you can change your delivery date up to the day before using the' Contact’ option.

When I order more than one item, will they all be delivered at the same time?

Yes they will. It doesn't matter how many items you order or how many different brands you choose, they will all be delivered together.

Why can't I have the delivery date I want?

You'll be able to choose your delivery date in step 3 of the checkout process. You'll see  the dates available.  Available dates will be shown with the price for delivery on that date. To give you the best possible service, the dates shown are based on your postcode and the availability of our drivers. Some days and times are more popular than others, and unfortunately at peak times of year you may find that dates get booked up quickly. Our checkout calendar is updated constantly to give you the next available options.

Can I amend my delivery details in my account?

You can amend your delivery date up until the day before delivery by visiting our "Contact" page. To change anything else on your order, please select "Change delivery information" from Contact page.

Where can I get an update?

To get the most up to date delivery time, visit "My Account" tab if you're registered with us.

I live in Northern Ireland, when will I receive my delivery?

Due to postcode restrictions in your area we use our courier service Bon Delivery. After placing your order online, a member of our dedicated team will contact you within 48 hours to arrange the date in which your item will reach Bon Delivery, either a Monday, Wednesday or Friday. Bon Delivery will then contact you within 48 working hours to arrange delivery to your property on a day which is suitable for you.

FAQs | Help & Advice | crossfitperpetua.net

On The Delivery Day

My delivery hasn't arrived yet, what should I do?

For your most up to date delivery time, you can check "My Account" tab.

There's no paperwork with my delivery

That’s because we’ve gone green here at crossfitperpetua.net. Your invoice will be emailed to you within 72 hours of your delivery being made.

My driver was brilliant, how can I say thank you?

We’re happy they made you happy! Head over to crossfitperpetua.net and leave us a review, or send us some nice words using the Contact form, by sellecting "Leave my Feedback" option.

Help, I've ordered the wrong thing!

Oops! We all make mistakes sometimes. Use the Contact form and let us know that you need to cancel your order.

Something's gone wrong!

Don’t panic, we’re here to help. Give us a call between 8:30am-8pm, and we’ll do our best to sort it for you. If your item isn’t working properly, the manufacturer is often the best person to help. If this is the case, we’ll pass you over to them.

Handy hint: Keep a note of the receipt of your order. This makes it easier for you to claim any promotions back, or to get help if there’s a problem. 


Will you take away the packaging from my new bicycle?

Some people like to keep their Bicycle packaging.  
In case is needed, we'll take away the packaging if you want us to.

Can I choose a delivery timeslot?

Yes, you can choose a delivery timeslot.

Do I need to do any preparation before you arrive?

No. Our experts will handle everything.

What do I do if I have a problem after my item has been delivered?

We're here for you every step of the way. Just call our advice line and we'll either resolve the problem for you over the telephone or we'll organise for a manufacturer's replacement.
 
Please make sure you have your receipt handy when calling in, as our team will need this to book in you, 
but don't worry we'll make sure it all goes smoothly.

Can I return an unpacked item?

We’re happy for you to unpack the product and inspect it properly. We’ll refund you in full, if returned within 21 days.

My Account

How do I register for an account?


You can register for an account in just a few simple steps by following the registration link. We’ll ask you to enter an email address and create an account password. We’ll then send you an activation email. You’ll need to follow the instructions in this email to activate your account.

Do I have to create an account to order with you?

No, not at all. You’d just need to enter your payment and address details each time you place an order with us.

What are the benefits of creating an account?

We’ll remember your card and payment details so that you can place orders more quickly. You’ll be among the first to hear about new offers and promotions, and we’ll send you a discount code of 15% off your next order for a product over £150.
Voucher code: CROSS15

I recently placed an order, but I don't seem to have an account?

We won’t automatically create an account if you place an order with us, so you will need to register.

I can't seem to create a password. Can you help?

It may be that the password you’re entering isn’t strong enough. Try using some numbers and upper case letters to increase the strength. Your password should be unique to you and not something other people will easily guess.

I haven't received my activation email. Can you help? 

We’ll send your activation email out immediately, but how quickly you receive it may depend on your email provider. Please also check your junk mail just in case. Add us to your ‘safe senders’ or ‘contacts’ list to make sure emails from Crossfit Perpetua make it straight into your inbox. If you haven’t received your email within a couple of hours, let us know by contacting us using the Contact form, and select "I did not receive my registration email" option.

Will my address and payment information be secure?


Once we have your information, we’ll ensure we protect it with all of the appropriate safeguards. It’s important that you also take responsibility for protecting your account information. Make sure your password is strong, don’t share it with others, and try not to use the same one for lots of online accounts. Don’t send your password by email – we’ll never ask you to do so. We won’t ask you for your password information over the phone; we’ll advise you on how to reset it.

Can you reset my password for me?

No, for security, we ask you to reset your password yourself. We wouldn’t ask you to share your password with us, but if you contact us we can advise on how to reset it.

I saw an offer for 15% off when I register. How do I claim my 15% discount voucher?

Once you’ve activated your account, we’ll email you a discount code to use on a future order. You can apply your discount when you order an item over £150. Simply add your unique code in the basket and your discount will be applied automatically. 

Can I amend my delivery details in my account?

You can amend your delivery details before your delivery day by using our "Contact" page, and select "Change delivery information".

After You've Ordered




We have one of the largest customer contact in bicycle retailing. Our team is dedicated to help support you before and after you place your order - 7 days a week.
Ask a question about your order
The simplest way to get in touch with our Customer support team is via the Contact us facility page.
Alternatively if you have a questions about a purchase, an after sales query or simply wish to give us some feedback, you can contact us at info@crossfitperpetua.net, Feedback@crossfitperpetua.net or support@crossfitperpetua.net

Ask a question about home delivery
Contact us at HomeDelivery@crossfitperpetua.net
Opening hours:
Mon-Fri: 8:30am-8pm
Sun: 10am-4pm

Contact whateverhappens
Contact us at WhateverHappens@crossfitperpetua.net
Opening hours:
Mon-Fri: 8:00am-8:00pm
Sun: 8:00am-6:00pm


How do I find a product quickly?

At Crossfit Perpetua we have tried to make finding your products as simple as possible. The easiest way to locate a product is to type the product name in the search box and go.

How do I know if a product is in stock?

Here at Crossfit Perpetua we always try to have as much of our inventory as possible available to buy online, so we work very hard on our stock levels. In order to help you determine whether you can buy a product, we display stock availability on the product details page.

Very occasionally, we may run out of stock of a popular product and there is a short time lapse before we can update the site. In the unlikely event that you are able to place an order for an out-of-stock item, we will contact you via email or phone and of course we are sorry for the disappointment it may cause you.

Pricing

We always work hard to offer you the best prices around and we over 60,000 prices daily so you don't have to, letting you shop confidently online with us.






Thank you,
Crossfit Perpetua Team
www.crossfitperpetua.net


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All Rights Reserved. Designated trademarks and brands are the property of theiy respective owners.