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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 not possible 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: September 1st 2020
Order processing
High demand
UK call centre
High demand
Live experts via video chat
Available
International delivery
Available
Store collect
Available
Mailbox showroom
Open
Bluewater showroom
Open
Preston showroom
Temporarily closed

Update on store re-openings

Mailbox Birmingham & Bluewater Kent Showrooms:

We’re delighted to announce that from Monday 15th of June our Mailbox and Bluewater showrooms will be re-opening for business in line with the latest government guidelines. We’ve taken measures to ensure the safety of our customers and colleagues is paramount when visiting, and we are looking forward to welcoming you back into our showrooms.

What to expect from our Mailbox and Bluewater showrooms during this period:

  • After some advice on your next Ribble bike? Then you’ve come to the right place! Our team of experts are here to guide and advise you.
  • We will be observing strict social distancing measures within the store, directional signage and our colleagues will guide you around the store in a safe manner.
  • In line with the government guidelines face coverings are mandatory in store. If you do not have a mask, ask a member of staff and we will be happy to provide one for you.
  • We will be limiting the number of people that can enter our store at any one time, and limiting party sizes to no more than two people at a time.
  • All visitors to our showroom will be asked to use the provided anti-bacterial hand sanitiser upon entry and exit of our showrooms.
  • There may be times where there may be a queue to enter our showrooms, so we kindly ask for your patience during this period. The Mailbox and Bluewater shopping centres will also be operating similar queuing systems as you enter.
  • Our team of bike experts will be able to facilitate viewing of our award-winning range in a safe area of our showroom, maintaining a 2m distance at all times.
  • Personal sizing services will be available using our sizing jig. The wearing of a mask throughout the sizing session will be required.
  • We are able to accept card payments via our PayPal Here terminals in store.
  • As of Saturday 18th July, delivery to showrooms for bike collections will be available.

What we’re unable to provide in our Mailbox and Bluewater showrooms at this stage:

  • Touching or use of Bikes in showrooms – in line with Government guidelines we will be restricting the use of high touch items, we are kindly asking customers to refrain from touching bikes when they’re in our showrooms.
  • Updates on existing orders – Unfortunately our showroom teams will not be able to update you on the status of a current order. Our central customer service team is on hand to provide help with your order.
  • No service work is currently being undertaken or accepted at either of our showrooms at this time.
  • Test ride facilities – When it is safe to do so, we will be looking to organise demo events where you can test ride our award-winning bikes. For more information visit our events page.

Preston HQ:

Unfortunately our Preston showroom will not be re-opening for customers during this initial period. However we have increased our service levels to assist customers during this time:

  • Our Preston Showroom team will be available on our live video call platform, 7 days a week.
  • We now have a contactless bike collection option available from Preston HQ via appointment only. You'll be able to select this option in the checkout. Our contactless collection and appointment booking process will be explained when we email to confirm that your bike is ready to collect.
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 and Bluewater Kent showrooms have now re-opened and are welcoming visitors. 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 and Bluewater Kent showrooms are now open to visitors. Our Preston Showroom will remain temporarily closed, 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?

You can now collect your bike from any of our showrooms by selecting our contactless collection option in the checkout. This service will be available for Bike orders only.

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 11pm 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.