WE’RE STAYING SAFE AND STILL SHIPPING – FIND OUT HOW SERVICES ARE AFFECTED BY COVID-19
COVID-19 UPDATES
The Saddleback team is staying safe and working hard to keep you on two wheels during this tricky time. We'll be constantly monitoring the situation and regularly updating this page with information that supersedes our usual delivery, warranty and returns info.
OUR TEAM
In the wake of the ongoing Coronavirus pandemic, we want to reassure you that Saddleback is taking every care to ensure the safety and wellbeing of our staff while also providing the best possible service to you.
From day one, we brought in distancing within different areas of Saddleback HQ along with increased hygiene procedures. Since the government suggested home working, the majority of our staff have been working remotely with only essential warehouse and logistics support on site.
To protect those few who remain on the premises, we have further increased distancing and hygiene measures.
CUSTOMER SERVICE
We're still here to answer your questions about our products, help with your orders and offer the best possible service to you.
We have fewer members of staff working than usual, so it might take us a little longer than usual to get back to you.
You can contact us via:
phone: 01454 285285
email: info@saddleback.co.uk
DISPATCH AND DELIVERY
To help you get your hands on your kit during this difficult time, we've removed our regular minimum order value of £20 for free delivery.
We are continuing to use our usual Parcelforce 24 service, however we have been advised that courier services may take a little longer than usual at the moment.
For more information on how delivery times and procedures might be affected, please view Parcelforce's Coronavirus update page.
You can track your order on the Parcelforce website. Please note, it can take a while for the tracking number to register on Parcelforce's tracking system. If not tracking information is immediately available, please try again later.
For delivery days and order cut-off times, please see our Delivery Information page.
RETURNS
We offer 100-day returns, however, we appreciate it may be difficult to access Collect+ locations or Post Offices. As such, we are extending our returns period until such a time that services are widely available once again.
Please notify us of your intention to return your products within your regular 100-day period by following our normal returns procedure.
All condition of returned items terms remain the same as our regular returns information.
WARRANTY
For any warranty issues, follow our regular warranty information, but please be advised that processing of warranty cases may take up to three weeks.
WHEELBUILDING
We are still able to offer bespoke wheel builds for ENVE and Chris King. If you're interesting in a custom wheelset in the Chris King colour of your choosing please call us on 01454 285285.
