Q. At the checkout when entering my card number and clicking proceed a screen appears asking my for a password or to create a pasword.
A. This is the new mail order chip and pin type scheme called Verified by Visa or Mastercard Secure Code, it prevents credit card fraud protecting the retailer and card holder. If you have already registered with the scheme simply enter your password, if you have not previous registered you need to create a password, you will be asked for your D.O.B and a security question that only you and your card issuer will know. If you have any concerns please call the number on the back of your credit card.
Q. I can't remember my password or want to change the password we have given you.
A. If you have forgotten your password simply go to the "My Account" link at the top right hand corner of any page and click the forgotten password prompt and we will send you a new password. If you do not get an email reminder you can call us on 01772 432431. You can always checkout as a guest if there is any delay in getting your password.
Q. I am an existing customer, how do I login on the new website or set-up an account?
A. If you ordered on the old website you need not register again on our new website, your details will have come across. If however you have any problems please email or call us.
Q. How long does delivery take?
A. For most products you should receive them within 2 working days of ordering, note wheels have a build time of 5-8 days.
Q. What if I don't like it or it arrives damaged
A. If it arrives damage please give us a call and we will endeavour to rectify any problems, if you need to return something for exchange or credit please print a copy of our returns form and follow the instructions
Q. I have ordered the wrong part and need a replacement quickly
A. Simply re-order the correct part and return the other for a full refund, you can use our returns form for this.
Q. Do wheels include the skewers and freehub body
A. All wheels include the freehub body, but only Shimano hubs include the skewers.
Q. Do parcels require a signature
A. Yes we send goods either 1st class recorded delivery or by a secure next day courier, it may be best for us to deliver to your works address if you are not in during the day.
Q. I ordered something 5 days ago and have not received it.
A. Please give us a call or email us and we will endeavour to sort out any problems with delivery.
Q. I have ordered a bike, what if it is the wrong size
A. It is very rare that we get it wrong, if you are uncertain of the right size please call us for advice, if however it is wrong give us a call and we can sort the problem out.
Q. What if I have a problem with my bike 10 months after purchase
A. As we use the very best branded components and if you look after your bike problems should be rare, however if a problem arises with say a gear shifter, please remove and return to ourselves. We are always here to help and endeavour to sort out any problems as quickly as possible.
Q. I've got a problem and am not getting good customer services from yourselves
A. Unlike some mail order website shops we are contactable by telephone not just by email, you can speak to a manager on 01772 432431
UK Bike shop Merlin cycles are here to help, we offer a fast and free UK delivery service on all the leading mountian bike parts and accessories.