Frequently Asked Questions

How do I order?

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
  • Can I place an order over the phone?

    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

    Price Match - how does it work?

    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.

    Which payment methods do you accept?

    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.

    Are all products shown on the site in stock?

    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.

    What if I want to return an item?

    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.

    How do I know what size to order?

    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.

    How do I cancel or change my order?

    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. 

    Once my order has been completed, can I add further products or amend the order?

    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.

    Where can I get discount codes?

    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.

    The colours of my item are slightly different to those shown on the internet picture?

    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.

    What is your Bike Order process?

    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 Service
    After a few weeks of riding (we recommend around 6-8 weeks, regardless of how much the bike has been used), a new bike will need a service 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 your bicycle. If you’re local to us, we’re able to offer this first service free of charge* at our Newcastle store (NE1 6JE). You’ll just need to call our workshop on 0191 917 3824 to book your service in, and don’t forget to bring your proof of purchase when you drop the bike off with us.

    If you’ve had the bike delivered, it will be your responsibility to ensure a first service is carried out at a trusted bike shop local to you, preferably by a Cytech certified mechanic. Start Fitness are unfortunately not able to cover any costs associated with this service if carried out by another store.

    *Please note that this complimentary check-over does not include any labour to replace worn parts or to fit new accessories. All bikes should be delivered to us in a clean and serviceable condition, or a £15 cleaning charge will be payable.

    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.

    What shoe type do I need?

    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

    What happens to my refund if I’ve used a Spend & Save code?

    To qualify for our Spend & Save offer, your order value must meet a minimum required value as laid out in the Terms & Conditions of each code. This minimum spend must be met for the Spend & Save code to apply. If you place an order with us using a Spend & Save code and return an item(s) that brings your order total under the required threshold, then the terms of the code have no longer been met. This may mean that the amount you're refunded for any returned item is adjusted, or that no refund is given.

    An example of how this works is as follows:
    Code: £20 off when you spend £150 or more
    Order total: £160
    Returned item: £30
    Since returning the item will bring the total order under £150 (and therefore no longer qualifies for the code), the refund will be adjusted to reflect this. The discount of £20 is removed, resulting in a £10 refund being issued.

    If, however, you receive an email to inform you that one or more of your items are out of stock, this may also affect your refund. If the minimum spend threshold has still been met then the code remains valid and nothing will change. If it falls under the required value, then the code will no longer be valid and your refund amount will be outlined in your final confirmation email.