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Home Help Centre COVID-19 Status

Ribble Cycles COVID-19 Update

Nothing is more important to us than the health and well-being of our team and customers.

Ribble Cycles continues to follow the UK Government guidelines to both restrict the spread of the virus and to protect the health of our team and customers.

We have put protective measures in place across the business and will continue to review our position as required.

We are working hard to increase our operating capacity to reflect the unprecedented levels of high demand that we are currently experiencing. Due to these unprecedented levels of demand, it may take longer than normal to receive your bike, but rest assured that we will keep you informed every step of the way.

To further enhance our online shopping experience at a time when it is more difficult to get to one of our retail showrooms, we have made it even easier to get expert advice at home through extended customer service availability hours and new ways of interacting with us.

I would like to personally thank all our team and customers for their ongoing support during this challenging time.

Andy Smallwood (CEO)

Status Update: November 16th 2020
Order processing
High demand
UK call centre
High demand
Live experts via video chat
Available
International delivery
Available
Store collect
Preston only
Mailbox showroom
Temporarily closed
Bluewater showroom
Temporarily closed
Preston showroom
Temporarily closed
FAQs

Will my order be affected by the lockdown?

We are currently experiencing very high levels of demand, therefore our build times are longer than usual as all of our bikes are hand-assembled in the UK. The date you can expect to receive your bike will be clearly displayed once you select your frame size. If your chosen bike is a ‘pre-order’, the ETA will be displayed at this point too. Upon completion of your order, you will receive regular communication from our team as to the progress of your build.

If you order Parts, Accessories or Clothing, your order will be dispatched within 4 working days.

Is Ribble closed or will you be closing?

Our Mailbox Birmingham, Bluewater Kent and Preston showrooms will be closed from 5th November in-line with government guidance. We continue to operate our central facility according to safe working practices, maintaining social distancing and hygiene practices. We are accepting orders; building and shipping bikes and operating our usual customer service support.

Will my bike build take longer than quoted to complete?

Due to the unprecedented levels of demand we are currently experiencing, and the global supply chain disruption caused by COVID-19 it is possible that you may experience a delay in receiving your bike, compared to our normal service levels. Rest assured that we will keep you informed every step of the way, with regular communication from our Customer Service team. It is also possible that it may take longer than normal for our courier partners to deliver your bike if your local couriers are experiencing high demand. You will be able to track your order with our couriers as soon as it leaves our warehouse.

Once the order has been dispatched, should I expect postage delays?

Due to the global situation, all delivery companies are experiencing unprecedented strains on their networks. It is likely that you may experience a short delay between your bike build being completed and Parcelforce delivering your bike. To help cope with the change in demand, our UK delivery partner Parcelforce have stopped providing delivery timeslots but will continue to confirm a delivery day.

For international deliveries, we have the following updates from our delivery partners -

France

Please note that due to the global COVID-19 situation, our delivery partners in France are not currently delivering on Fridays. Please bear this in mind when ordering for delivery to France.

New Zealand

Due to the global COVID-19 situation, we are currently experiencing delays in shipping bikes to New Zealand. Please speak to our Customer Service team for the latest information on deliveries to New Zealand.

As we learn about any further changes we will update this page accordingly.

Are your stores open?

Our Mailbox Birmingham, Bluewater Kent and Preston showrooms are currently closed in-line with government guidance. However, you can still talk to us over the phone, via email or using our innovative video chat feature (don’t worry, we can’t see you!).

Can I order a bike with Store Collect?

We will continue to offer our Store Collect service at the Preston showroom, but this is unfortunately not possible at Bluewater or Mailbox until further notice due to the national lockdown.

Can I still order a bike?

Yes, we are still accepting and receiving orders. Our workshop and central facility is still operational and we will produce and dispatch your bike as normal.

How can I keep in touch with you?

Follow Ribble Cycles on all the usual social channels, or subscribe to our newsletter for more information, and to stay up-to-date with everything going on at Ribble.

Are the customer service hours still the same?

Yes. Our Customer Service opening hours are available here, and you can access our live video chat feature until 9pm GMT at night!

Is it safe to handle the packaging when the bike is delivered?

Regarding safety around cardboard packaging, we have the following advice regarding receiving parcels from Royal Mail -

Public Health England has advised that there is no perceived increase in risk of contracting COVID-19 by handling post or freight. From experience with other coronaviruses, it is known that these types of viruses don’t survive long on objects, such as letters or parcels.