Ivanhoe Cycles Hallam Store Policies

Shipping & Delivery Policy

Shipping & Delivery Policy

Your orders are hand packed and prepared by a couple of our friendly staff. We will try our best to have your order ready to go and posted within 2 business days. If in the event there is a problem delaying your order, we will give you a call or send you an email to notify you as soon as we are made aware.

Sometimes items sell out before we can update our computer systems - and may need to order in more stock from our supplier. This typically takes 2-3 business days to reach the store, at which point your order is posted. If we run out of your item, we'll happily offer you a replacement, or arrange to refund your money. If you're after an item, and urgently need it ready to go, we recommend giving the shop a call to ensure your item is in stock. Feel free to ask us to put something aside for you, and to prepare your order for quick posting. We can be speedy!

For larger items, we may use a courier company - your tracking number will therefore include the name of the courier company (which often offer tracking on their website) and your consignment number. Delivery by road frieight can take between 2-10 business days depending on your location in this case.

We offer a standard $9.95 flat rate for all small items - clothing, accessories, parts, etc. Larger items attract higher rates. You will see the total postage cost upon check out.

Customer Service Policy

Customer Service Policy

Ivanhoe Cycles Hallam is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
Exchange Policy

Exchange Policy

Please choose carefully before you buy.

For faulty products, Ivanhoe Cycles Hallam offer a 14 DAY REPLACEMENT WARRANTY, from the date you receive your product. They do not offer a satisfaction guarantee on any of their products, however due to their high level of customer service, they will always endeavour to keep customers happy and satisfied.

If your product is faulty, it will be replaced with an identical product. If they cannot replace the product, they will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.

Please note: Standard postage fees apply to all return orders. Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, within 5 working days from the date we receive the faulty product.

When returning your product, please make sure you provide the following details:

  • Your full name
  • Your order number
  • Reason why you are returning the product
  • Your instructions informing us how you would like the issue resolved.

Please include the original order confirmation or invoice you received with your product. Also, if you haven't previously provided a contact phone number, please include this with your return. This will ensure the issue is resolved quickly, should anyone need to contact you.

Currency

Currency

All transactions are processed in AUD.
Security

Security

When purchasing your financial details are passed through a secure server utilising the latest 128-bit SSL (Secure Socket Layer) encryption technology. If you have any questions regarding our security policy please contact our customer support centre at info@bikeexchange.com.au.