Delivery and returns
Please note that we are a very small business that carries out the majority of our manufacturing in house or with another very small manufacturing business in Coventry, therefore there may be a delay in dispatching your order because of our (and their) workload. We will endeavour to keep you informed if the delay is likely to be more than a week from the date you placed your order.
If you require an item urgently, please contact us before placing your order and we will advise whether it is possible for us to meet your deadline.
Latest order dates for specific events
As you would expect, we are often extremely busy in the run up to major events such as National Championships, World Championships and Track World Cups.
If you require an item for a specific event, please contact us as early as possible and we will advise whether it is possible for us to meet your deadline for delivery.
As a general rule, when ordering for a specific event, we ask you to place your order no later than:
- UK delivery, no customisation: 4 weeks before the event start date.
- UK delivery, customisation: 6 weeks before the event start date.
- International delivery, no customisation: 6 weeks before the event start date.
- International delivery, customisation: 8 weeks before the event start date.
For orders of carbon/PEEK track rings or sprockets, please contact us, as delivery will depend on availability of material as well as manufacturing time.
Out of stock items
We keep our stock information as up to date as we can, but sometimes mistakes happen. If you order an item that is out of stock, we will contact you as soon as possible to ask how you would like to proceed. You can cancel the order and receive a full refund, amend your order so that it is for a different item, or wait until the out of stock item is back in stock. It can take 6 - 10 weeks to have another batch of stock manufactured, anodised and laser etched, depending on our workload and that of our local manufacturer.
Items that require no customisation (eg cutting out your selected BCD and bolt pattern from one of our solid rings) will be dispatched to you by Royal Mail Tracked & Signed For post, usually within 5 working days of you placing your order.
Items requiring customisation (including cutting out your selected BCD and bolt pattern from one of our solid rings or making additional cut outs for a power meter) will be dispatched to you by Royal Mail Tracked & Signed For post, usually within 5 to 10 working days of you placing your order.
Items that require no customisation (eg cutting out your selected BCD and bolt pattern from one of our solid rings) will be dispatched to you by either Royal Mail International Tracked & Signed For post, or by UPS, usually within 5 working days of you placing your order. You will need to choose which delivery method you would like at checkout.
Items requiring customisation (including cutting out your selected BCD and bolt pattern from one of our solid rings or making additional cut outs for a power meter) will be dispatched to you by either Royal Mail International Tracked & Signed For post, or by UPS, usually within 5 to 10 working days of you placing your order. You will need to choose which delivery method you would like at checkout.
Note that Royal Mail International can take in excess of 10 working days to arrive, so if require your item urgently, please select UPS delivery. In this case, please also contact us before placing your order so that we can advise whether we can meet your required deadline.
There are no import/export duties on goods shipped within the European Union. Pyramid Cycle Design is not VAT registered, so no VAT is charged on our products.
Please note that we are legally required to declare the full value of the goods (not including shipping charges) on all orders, and shipments outside the EU may be subject to import duties and other charges levied once a shipment reaches your country. We cannot describe the contents of a package inaccurately, claim a lower value or mark the item as a gift. Please do not ask or expect us to do any of the above.
For details of customs and import duties and any additional charges, please consult your own customs authorities. All customs and import duties and additional charges for customs clearance must be borne by you. We have no control over these and cannot predict what they may be. We are unable to reimburse any such charges, regardless of the circumstances.
Our items are generally very high value, so we use a fully insured delivery service to try and ensure they reach you in perfect condition in a timely fashion. This, unsurprisingly, is expensive, and as a small business, unfortunately we are not in a position to bear this cost ourselves. This is why our postal costs are expensive; we need to ensure that if your item doesn't reach you, or is damaged in transit, we are compensated by the carrier, and can in turn refund or replace the item for you.
Please do not ask or expect us to send an item via an uninsured (cheaper) delivery method.
We hope your order reaches you in perfect condition and is as you expected. If you have received an item that is damaged, not what you ordered, or is otherwise not as you expected, please contact us as soon as possible.
If an item is not what you ordered, you can return it for a refund. In this case, the item must be returned to us unused, in a saleable condition and with all our decals/branding still attached and intact.
If an item is damaged in transit, please contact us as well as the carrier and return it to us for replacement or a refund. We will need to provide photographs to the carrier to prove the damage occurred in transit.
Customised items, such as torque-matched oval chainrings and chainrings where you have requested specific cut outs (eg for a power meter) cannot be returned for a refund unless faulty (see below). These are cut to your specifications, based on the information you have provided us with and it is your responsibility to provide the correct data and check that the item will fit your bike before ordering.
All goods purchased from us are covered by a full warranty in relation to manufacturing faults and defects. If we supply an item that has a manufacturing fault or defect, we will replace the item or give you a refund.
Faults and defects that arise due to normal wear and tear, incorrect installation and/or use by you are not covered by warranty. Note that some of our products are clearly marked to have a limited wear life.
If you feel that an item is faulty, please contact us so we can discuss with you how to proceed. This does not affect your statutory rights.