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Customer Services

Words by Hargroves Cycles

on 14/06/2019 14:48:00

Customer Service

Got a question? Our Customer Services team are here to help

Coronavirus Update

Last updated 4.30pm 29/04/2020

We are still open and shipping as quickly as possible, however due to the current pandemic and social distancing measures in our warehouse/offices orders are experiencing delays due to overwhelming demand. We are hoping to have all bike orders shipped within 10 working days of them being placed. Please do not contact us within this time frame unless you need to cancel or amend an order - Our phone lines and emails are exceptionally busy resulting in slower order processing times. Please also be aware there are small delays in the courier network. All customers will receive an email once their order has been shipped.
Stores: Currently, all Hargroves Cycles stores are open (with reduced hours) as bike shops fall in to the "Essential" category. If you plan to visit one of our stores, within Government guidelines on your movement, please read the attached before calling, and respect the social distancing rules.

Online Sales: At present there may be delays, but there is no major disruption to the courier services we use. If the situation changes we will let you know. If you have any question or concerns about your orders please email us at .

  • Please be aware that if you need to visit a Hargroves store you will need to knock at the main entrance and wait for a member of staff to greet you. This will allow us to control the amount of people in the store at any one time.
  • Please ensure you keep the safe social distancing rules as set out by the GOV guidelines when using the store, to keep yourselves and the staff safe during this time.
  • Be aware that although we are open, we will have to manage the customers in the store, at times perhaps even halting or delaying your entrance to keep areas clear. Please take your time during this emergency, and be kind to those in retail so we can try to assist you.
  • We will have a path to the counter which has been widened to protect the distance between people. Please stay inside this path. If you want something in the shop we can escort you at a safe distance, or get it for you.
  • We insist on a 2-metre gap from staff, and between customers (unless you are a family unit) and will restrict numbers in the shop to make sure this happens.
  • We also reserve the right not to allow young people in without an accompanying adult, to minimise virus spread. Please do not be offended if we do ask you to split the group, or indeed exit the store temporarily, it’s for everyone’s safety in the store.
  • Our customer toilet is currently closed, again to minimise virus spread
  • Bikes for repairs: please leave in the designated Drop Off Zone and we will return it to this zone. New cycles purchased will be delivered in the same way. Bikes will be sanitised before we place in the Zone.
  • Website: Our website is open for all purchases to deliver to your home.
  • Key workers: We will prioritise key workers’ needs above others, to help keep the country moving.

  • We appreciate your help, and will make our best endeavours to fulfil your requests, bike orders and repairs. However we anticipate all actions will take longer for the foreseeable future, so we need your cooperation in order to function efficiently, if this is not forthcoming we may be forced to close to best protect the safety of all.
    With many thanks, and looking forward to continuing to serve you.
    updated 29/04/2020

    Hargroves Cycles Stores

    Our stores are open as bike shops fall under the list of essential businesses. We may not be able to offer a full service. Our priority is making sure front line key workers who rely on cycling to get to work are able to do so. We also stress anyone visiting a Hargroves store adheres to the governments social distancing rules.

    updated 29/04/2020

    Hargroves Cycles Online

    No major disruption to service. Some deliveries may take longer than their stated due date as demand on our courier services increases. Please allow extra time for us to get back to you if you have sent us a customer service request.

    Our Customer Service Team Are Here To Help

    If you have a question that relates to an in store matter feel free to get in touch directly. Our stores are open seven days a week, and are available to offer any help and advice you may need. Your order is either shipped with DPD,Royal Mail or TNT (for bigger bulkier items) if shipped with TNT please be aware that tracking numbers can be reused, so allow up to 12 hours for the shipping information to reflect your order.

    Before getting in touch take a look at some of the most asked questions below that might help with your enquiry

    Prefer To Speak To Us?

    Give us a call and we'll be happy to help. If your enquiry relates to an in store matter we recommend contacting the store directly. Details can be found on the store locator page. Please note that we do not accept orders over the telephone.
    Tel.02380 864832
    lines currently open Monday to Friday between 9am – 5pm.
    • The left pedal spindle is reverse threaded. Turn it anti-clockwise to tighten the pedal when facing the crank arm. The right side is normal, so turn it clockwise to tighten it. If you don't feel confident we recommend getting in touch with us or taking your bike to your nearest Hargroves Cycles or local reputable bike shop.

    • If you receive your cycle and feel it is in need of some work before you are happy to ride it, ( however this situation has occurred) you must contact us before you incur an invoice from a 3rd party. Hargroves cycles will not be responsible for settling invoices you have incurred without written authority from us before the work has been undertaken stating the reason for the work , the scope of the reason for the work , the cost of the work and who the 3rd party who will do the work has been identified. There are no exceptions to this condition.

    • Where possible we include a link on each product page with relevant sizing information. The link is located just above the option select box on the right. If you still can't find the information you require sometimes it's worth checking the manufacturer's website for more in-depth sizing information.

      Castelli -One brand we find causes some sizing confusion is Castelli. We generally suggest that you move up a size from the one they recommend, due to them sizing their clothes on the smaller side.

    • Once a parcel is dispatched by us and is with the relevant courier the company responsible for your item should send you the required information to track your item. If you haven't received any information from the relevant courier then your item may still be waiting to be dispatched. Where possible we try and include dispatch times for a product. An item won't be dispatched until the stated time period has passed.

    • If you feel an item has an issue covered by warranty, please contact us with as much information as possible so we may assess the issue as efficiently as possible. Useful information

      • Order number
      • Photos/videos
      • Usage of product
      • Detailed description of the issue

      After 30 days from date of despatch, we may repair or exchange the product to resolve the issue. Warranty claims are dealt with on a case by case basis and contacting us does not guarantee a successful claim, however customer satisfaction is our highest priority and we aim to help where possible.

    • For full details on returning an item visit our returns page here.

    • Yes! We work with most major cycle to work providers with the exception of Halfords. To find out how to purchase with a cycle to work scheme visit our dedicated page here.

    • If you have qualifying products in your basket at the checkout simply select the checkout with finance option. You will be taken to V12's finance application form and you just follow the directions from there. If you need more information visit the finance page here.

    • Before dispatch, your bike is fully assembled and PDI'd by one of our fully qualified mechanics to ensure everything safe and functioning properly. However, to be delivered we have to remove the pedals, front wheel and turn the handlebars. To perform the minor adjustments to get your bike rolling all required tools are supplied free of charge with full instructions available here on our How our bikes are built page.

    • If you find an item we stock cheaper with a reputable cycle retailer head over to our price match page fill in the form and we'll get back to you as soon as we can.

    Hargroves Cycles | Company Registration Details, Company number: 3690687 Vat No: 411 9562 62 Country of Registration: England Registered Office: The Quay, 30 Channel Way Ocean Village Southampton Hampshire SO14 3TG