Shipping Overview
At Eminence Cycle Co., we are committed to providing fast and reliable shipping for all our products. All orders are shipped from the United Kingdom and are subject to the following shipping policies.
Processing & Dispatch Times
• Components, Accessories & Framesets: Dispatched within 5 working days.
• Complete Bikes (Pre-Owned & New): Dispatch may take up to 14 working days to ensure proper assembly and quality checks.
International Shipping & Customs
• Orders shipped outside the UK may be subject to import duties and taxes, which vary by country. These charges are the responsibility of the buyer.
• Eminence Cycle Co. will not be liable for delays or returns due to customs clearance.
• If an item is returned due to customs refusal, a reshipping fee will be applied and sent to the customer prior to resending the item.
Damaged Shipments & Claims
• If a package arrives damaged, it must be reported immediately in writing to info@eminencecycleco.com upon receipt with clear photos and a damage report to initiate a claim.
• Eminence Cycle Co. reserves the right to refuse claims if damages are not reported immediately upon receipt.
For any shipping-related inquiries, please contact our support team before placing your order.
Thank you for choosing Eminence Cycle Co.!
RETURNS
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at jmcyclesltd@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at jmcycles@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like special orders—including custom-built bicycles, non-stock components, and any items specifically ordered at a customer’s request—are non-refundable and non-returnable unless deemed faulty or defective upon arrival.
By placing a special order, you acknowledge and agree that:
• No cancellations, refunds, or exchanges will be accepted once the order has been confirmed and processed.
• Special order items are procured specifically for you and cannot be resold as standard inventory.
• If a special order item arrives damaged or defective, you must notify us immediately, providing clear photographic evidence. We will work with the manufacturer to determine an appropriate resolution, which may include repair or replacement at our discretion.
• Certain Special Order items may be sourced from outside country of purchase and may be shipped directly to client - these items may be subject to import duties which shall be borne by the buyer
This policy does not affect your statutory rights under consumer law.
If you have any questions regarding special orders, please contact us before making a purchase.
We do not accept returns for Pre Owned Bicycles and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jmcyclesltd@gmail.com
