Rider-First Shipping: Fast, Reliable & Built for Adventure
At Planet X Bike Store, we’re riders serving riders. We understand the excitement of new gear and work hard to get your orders to you quickly and efficiently, wherever you are in the world.
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
Standard Shipping – £12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipping
- Includes tracking and insurance
Free Shipping – Orders Over £50
- Carrier: EMS
- Delivery Time: 15-25 business days after shipping
- Includes basic tracking
International Shipping Note: We ship worldwide (excluding Asia and some remote areas). Customs fees, taxes, or import duties are the responsibility of the customer.
Rider-First Returns: Simple, Fair & Built for You
We stand behind every product we sell. If your gear isn’t performing as expected or doesn’t fit right, our straightforward returns process ensures you’re back on the road quickly.
Returns Timeframe
We accept returns and exchanges within 15 days of your receipt of items. All returned products must be in original condition: unused, unwashed, with original tags attached, and in the original packaging.
The Returns Process: Easy as Riding Downhill
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Contact Our Team
Email our support team at [email protected] with the subject line “Return Request” and include:- Your order number
- Item(s) you wish to return
- Reason for return
- Whether you prefer an exchange or refund
- Package Your Item
Securely package the item in its original box with all accessories, manuals, and tags. Include a copy of your order confirmation or packing slip. - Ship to Us
We recommend using a trackable shipping service. Send your return to:Planet X Bike Store Returns
11 Strand Rd, Londonderry
GB CH3F 6VE
United Kingdom - Receive Your Refund
Once we receive and inspect your return, we’ll process your refund or exchange.
Return Shipping Costs: Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.
Refund Timeline & Method
- Processing Time: 3-5 business days after we receive your return
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Appearance in Your Account: 5-10 business days depending on your financial institution
Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping cost to send your replacement item.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on the following items:
- Bike Locks (once opened/used)
- Baselayers and intimate apparel
- Bar Tape & Grips (if unrolled or used)
- Aero & TT Helmets (for safety reasons once removed from packaging)
- Personalized or custom-built items
- Items marked as “Final Sale” or from our “Accessories Outlet”
Damaged or Defective Items
If your item arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange a free return and expedited replacement at no cost to you.
International Returns
International returns follow the same process. Please indicate “RETURNED GOODS” on your customs form to avoid duties. Original international shipping costs are non-refundable.
Questions? We’re Here to Help!
Our rider-staffed team is here to help with any shipping or returns questions. Reach out to us at:
Email: [email protected]
Address: Planet X Bike Store, 11 Strand Rd, Londonderry, GB CH3F 6VE
We aim to respond to all inquiries within 24-48 hours.
Ride Further. Pay Less. Shop With Confidence.
Planet X Bike Store – Gear for riders, by riders