Frequently Asked Questions – Start Fitness
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Below FAQ are some common queries we have had from our customers, if you have other questions, please Contact Us
It’s easy to shop safely and securely on our website:

  • Browse the website and simply click on the items you'd like to buy
  • Select your options, such as size and quantity, and click ‘Add to cart’
  • When you're ready to complete your order, go to cart and click ‘Proceed To Checkout’
  • You will then be taken to our secure checkout where you'll be asked to fill in your address and payment details
  • We send you an email to confirm your order once payment has been confirmed
  • To order over the phone, give us a call on +44 (0) 191 917 3803

    Our Customer Services Team is on hand to provide expert advice.

    Our opening times are:
    Monday - Friday: 9:00am - 5.00pm
    Saturday: 9:00am - 5:00pm
    Sunday: 10:00am - 4:00pm

    We will price match any genuine UK specialist online retailer advertised price at the point of sale.
    You can find more information on our price match promise here.
    You can make payment by credit/debit card, PayPal, Apple Pay, Google Wallet or Shop Pay. We also have a range of finance providers as well as Cycle to Work schemes.

    Yes, all stock is updated in real time on the website.

    Occasionally we may sell new releases on a ‘Pre Order’ basis. This will be clearly visible on the item with an approximate availability date.

    In the unlikely event that we are out of stock of the product you ordered, we will contact you to offer a suitable alternative or a full refund. We have new products arriving each week.

    If a product is not available and is current season then please contact us and we will do our best to source the product from our suppliers.

    If you are not completely satisfied with the item(s) purchased from Start Fitness, you can return it to us within 28 days of receipt of your item(s) for a refund (or an exchange for UK only).

    For full returns information and instructions please check our Returns Policy page.

    Our sizes are displayed as UK sizes. We've put handy size guides on product pages to help you select the correct size. Just click on the size guide tab next to each product.

    Don't forget that size conversions differ between brands. These are guides only and you should bear in mind any individual preferences & requirements.

    Very occasionally we use European sizes for footwear (usually cycling shoes), in these cases a shoe size chart is available by clicking on the size guide tab on the product page.

    If you wish to cancel an order before dispatch, contact us within 15 minutes of placing the order on +44 (0) 191 917 3803.

    If we are able to catch your parcel before it’s dispatched from our warehouse, you will not be charged any postage costs and a full refund will be issued. If we are unable to catch your parcel before it is sent, you will have to return your order in line with our standard returns policy.

Orders for personalised items, once processed, cannot be cancelled. 

    We will do our best to accommodate your requirements; however in some instances it is not possible to make order changes.

    To change an order, contact us by telephone as soon as you can after the order being placed on +44 (0) 191 917 3803.

    If you are adding items to an order we will add the items to the original order and send out together free of additional postage costs where possible. We will invoice you for the additional amount via email.

    We regularly run promotions and often release discount codes via our newsletters and social media. Make sure that you never miss out on an offer enter your email address in to the ‘Newsletter’ button on the right hand side of our website.
    Every effort is made to ensure the imagery used is as representative as possible; however allowance should be made for the variances between all browsers and monitors. If the colour is not what you require, you can return for an exchange or refund.

    Ready to ride
    Every bike from Start Fitness is fully checked & assembled before despatch and will arrive, almost, ready to ride. Each bike is assembled by one of our CyTech accredited mechanics and then packed into one of our custom boxes. Minimal assembly, with basic tools, is required before you can ride. Assembly tools are not usually included. Please note: Some bikes are not supplied with pedals. Manufacturers don’t know if you want flat or clipless pedals, rather than send the bike with the wrong type, they leave the choice for you to make.

    This process has a lead time of 5-7 working days
    Unfortunately during peak times this may take longer. However we will despatch your bike as quickly as possible.

    Making sure you are home
    Once fully checked and boxed, we will contact you to book a delivery date. Our bikes are despatched on a next working day service (excludes weekends & bank holidays) for UK mainland orders, or a two day service to Northern Ireland and outlying Scottish areas. European bike deliveries usually take approximately one week.

    Taking Delivery
    Any mechanical or cosmetic issues need to be reported to us within one week of the delivery date. If you do not plan on using the bike straight away, we advise that you remove it from the box and check it over ASAP as we cannot be responsible for any reported issues (other than standard warranty issues) later than one week from the date that the bicycle was delivered.

    First Check-Over
    After a few weeks of riding (depending on riding style and conditions), a new bike will need a check-over to make final adjustments and to re-check all nuts and bolts. This is necessary as the bike goes through a ‘bedding in’ phase after which, final adjustment may be necessary. We recommend that this is carried out by a CyTech qualified mechanic. It is important to have these checks carried out to prevent any avoidable problems which may not be covered by warranty and to ensure the smooth running of the bicycle. We can carry out the first check-over free of charge, at our Newcastle store (NE16JE). If you’ve had the bike delivered, it will be your responsibility to get the bicycle to and from our store for this work to be carried out. This complimentary check-over does not include any labour to replace worn parts or to fit new accessories. All bikes must be booked in for the first service & must be clean or a £15 cleaning charge will be payable. The first free check-over will need to be booked in beforehand, you can book this by calling 0191 917 3824. Proof of purchase will need to be presented when the bicycle is dropped off for the first check-over.

    Bike Servicing
    Bicycles need to be serviced regularly, as a guideline we would advise on at least one full service per year and/or a standard service twice a year. If the bike is used regularly in adverse conditions, more regular servicing may be required.

    Cycles Warranty
    All cycles and parts are covered by normal manufacturers warranties for manufacturing faults and defects. Warranties do not cover normal wear and tear, accidental damage, any non manufacturer specified modifications, faults & damage caused by use for which the cycle was not designed for or failures/ damage occuring due to lack of adjustment or maintainance. We therefore recommend that cycles are serviced regularly by a Cytech qualified mechanic. As a guide after the first few weeks of riding an initial check and adjustment service, at least one full service per year and/or a standard service twice a year.

    You can check out our Shoe Buying Guide here.

    If you need any further assistance, contact one of our experts on chat or on 0191 917 3803