Frequently Asked Questions

Do you offer free delivery?

We now offer FREE UK Delivery on all orders, including bikes and frames. There's no minimum order amount. Just select the free delivery option at the checkout.

How much will delivery cost?

Delivery costs vary depending on destination, basket amount, order weight and service type. Just add the items to your basket and continue to checkout where you'll see the different services and prices available.

Where do you deliver goods?

We currently deliver to the UK & Europe.

What delivery method do you use?

UK

For UK orders we use Royal Mail or FedEx. Our Standard Delivery service uses Royal Mail 48. With this service orders should take 1-2 working days to be processed and dispatched and should arrive within 2-3 days for most of the UK mainland. Delivery times may be longer to more remote locations. For higher value orders a signature may be required upon delivery. We also offer a Royal Mail 1st class service for those wanting their items a bit quicker. Orders should take 1-2 working days to be processed and dispatched and will take approximately 1-2 days to arrive. Our FedEx Priority service is our next day courier service. Prices vary according to basket size and the area in the UK. Orders are tracked and a signature is required upon delivery. Orders before 3pm will be processed and dispatched the same working day and arrive the following working day to most of the mainland UK.

International

For international delivery we use Royal Mail International Tracked or FedEx International Priority. Prices will depend on your basket size and postage destination.

Do you offer Saturday delivery?

For UK orders we also offer a Saturday delivery option for those who aren't available during the week to receive their order. Orders can be placed 7 days a week but will be dispatched the next Friday with our Royal Mail Special Delivery service and arrive Saturday. Orders placed on Friday must be placed before 3pm to be dispatched the same day, otherwise we will dispatch your order the following Friday.

Ordered Delivered
Monday This Saturday
Tuesday This Saturday
Wednesday This Saturday
Thursday This Saturday
Friday (before 3pm) This Saturday
Friday (after 3pm) Following Saturday
Saturday Following Saturday
Sunday Following Saturday
How do you deliver Bikes and Frames?

UK

We've extended our FREE UK delivery service to our bikes and framesets as well. Just select the FREE delivery option at the checkout. Bike and framesets will take 1-2 working days to be assembled and will be dispatched with our FedEx Next Day service. We will normally contact you before dispatching a bike to ensure someone will be available to sign for the item upon arrival.

International

The cost of shipping our Bike and Framesets internationally will be displayed at the checkout. Bike and framesets will take 1-2 working days to be assembled and dispatched and take 1-3 working days to arrive with our FedEx International Priority service.

What is your priority service?

Orders with Priority service will be dispatched as soon as possible after we receive your order. Orders before 3pm will be dispatched the same working day and arrive the following working day to most of the mainland UK as well as most of Europe. If you do not choose our priority service your order may take an additional 1-2 days to be processed during peak times.

Can I change my delivery address?

Once an order has been processed and dispatched the delivery address for that order cannot be changed. Please provide us with a delivery address where there will be someone in to sign for your parcel. If there is nobody in when the couriers call they will leave a card. You can phone them to arrange delivery for another day or collect your goods from your local depot. Please be aware that if you request that goods be left safe via the courier notes, The Pinarello Factory Outlet cannot claim for missing items or damage to your parcel. As a result, in the event of an absence, we strongly recommend that you collect your parcel from a local depot or instruct the courier to leave your parcel with a trusted neighbour. FedEx will not deliver to a PO Box. All orders addressed to a PO Box will be sent out with Royal Mail.

Do you offer international delivery?

We have both a Standard and Priority service for international orders. Our Standard delivery uses a Royal Mail International service and is tracked to most countries. With this service your order should take 1-2 days to be processed and dispatched and arrive within 3-5 working days within Europe. Please note a signature may be required upon delivery. With our FedEx Priority service orders are sent using FedEx International Priority. Orders before 3pm will be dispatched the same working day and take 1-2 working days to arrive, when a signature will be taken. Our FedEx International Priority service is a next working day service to most destinations within Europe. Please Note: Some more remote locations are classed by FedEx’s Priority service as “out of area,” and as such will take slightly longer to deliver. For specific delivery times and rates email us at [email protected]

How quickly will my orders be dispatched?

This depends on the dispatch method you choose. If you select our Priority service orders will be despatched as soon as possible after we receive your order, order before 3pm and your order will be sent the same working day. Delivery time is the next working day for most of the UK and Europe. Some more remote destinations may take slightly longer. If you choose our standard or 1st class service your order may take 1-2 days to be processed and dispatched and the delivery time will be slightly longer.

Can all items be despatched to Europe?

We ship most items to Europe although some are restricted depending on the exact shipping destination. The following products usually have shipping restrictions:

  • Energy drink, food and gels
  • Liquids
  • Products that contain aerosols
Will I have to pay customs charges in my country?

There is no import/export duty on goods shipped within the European Union. All goods shipped to EU countries already have the relevant VAT included. If you select a delivery address outside the EU our website will automatically remove the 20% VAT from your basket but your order may be liable for duties and taxes when the goods arrive. We cannot inaccurately describe contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of customs charges please consult with your own customs authorities for the latest rates.

Am I eligible for finance?

To apply for finance you must be:

  • At least 18 years of age.
  • A permanent UK resident.
  • In regular employment (minimum of 16 hours per week) including self-employment, or in permanent residence with your spouse/partner who is in regular employment.
  • In receipt of a pension if you are retired.
  • Able to confirm sufficient income if you are registered disabled.
How much can I borrow?

Finance is available on orders from £500 to £15,000. increase the deposit and the finance term to reduce the monthly repayments.

What finance options are available?

We now offer two 0% finance options over 6 or 12 months as well as options over 24 and 36 months at 15.9% APR.

  • Option 1 - 0% Finance 6 months - 0% APR
  • Option 2 - 0% Finance 12 months - 0% APR
  • Option 3 - Classic Credit 24 months - 15.9% APR
  • Option 4 - Classic Credit 36 months - 15.9% APR

0% finance options are currently offered on all items at full RRP. Any clearance items will only available with two classic credit options.

Is a deposit required
?

Yes, we require a minimum 10% deposit. Increase this to lower the finance amount and your monthly repayments as well as increasing the chances of approval.

How are my monthly payments made?

All monthly payments are paid by direct debit from your personal bank account. Typically the first payment will be due one month after the delivery of your goods, subsequent monthly payments will be due every month for the length of your agreement.

What type of goods can I buy on finance?

Anything on our website. Please remember that the minimum order value for finance is £500.

How Do I Apply?

There are three methods to complete a purchase with finance.

  • Online - Simply add the items to your basket and process an order as normal, selecting finance at the checkout. You will then be re-directed to V12 secure site to complete your application. The process takes around 5-10 minutes and decisions are made very quickly. Applications are electronically signed, saving time and paperwork and items shipped directly to the billing address or store for collection.
  • In Store - Visit us in store where staff will be happy to take you through the application process and a decision is normally made instantly.
  • Direct - Contact V12 directly who will send you a link to their secure server where you can process your application and get an instant decision.
How long does the application take?

The finance application process usually takes around 5-10 minutes to complete. A decision is normally made within a few minutes however some applications may take up to 24 hours.

What happens if my application is approved?

Finance is subject to status. Once approved you will be able to complete your V12 Credit Agreement and electronically sign the finance documents online. We will then process your order and notify you once dispatched.

What happens if my application is declined?

If your credit application is declined you will have the option to process the order with a different payment method (Credit Card, Debit Card, PayPal).

Can I Pay Off My Loan Early?

You can settle your loan agreement at any time. Simply contact V12 Retail Finance and they will calculate and send you your settlement figure. Your settlement figure and date are calculated in line with the Consumer Credit Act.

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