Shipping policy

Shipping Policy
Last updated: 25 September 2026

This policy applies to purchases from eminencecycleco.com, operated by JM Cycles Ltd (trading as Eminence Cycle Co), company number 16207174, Ground Floor Office 2, Carnegie Court, The Broadway, Farnham Common, Slough, SL2 3GQ, United Kingdom. Returns and refunds are covered by our Returns & Refund Policy. Nothing in this policy affects your statutory rights as a consumer.

1. Where we ship from

All orders are shipped from the United Kingdom.

2. Processing and dispatch times

  • Components, accessories and framesets: dispatched within 5 working days.
  • Complete bikes (new and pre-owned): dispatch can take up to 14 working days while we carry out assembly and quality checks.
  • Special Order items: dispatched within the estimated lead time shown on the product page or confirmed to you by email. Some Special Order items are shipped directly to you by the manufacturer or its appointed distributor, from inside or outside the UK (see section 4). See section 6 of our Returns & Refund Policy.

Working days are Monday to Friday, excluding UK bank holidays. Dispatch and delivery times are estimates, not guarantees.

3. Delivery charges

The delivery options and charges for your order are shown at checkout, and the charge shown there is final. Current standard rates:

  • United Kingdom: free standard delivery on orders of £200 or more; £4.99 on orders under £200. Complete bikes, framesets, wheels and bike bags always ship free within the UK.
  • European Union, Norway and Switzerland: standard delivery £7.99 on orders up to £500; express delivery £39.99. Orders over £500 ship by express delivery.
  • Rest of the world (including the USA, Canada, Australia, New Zealand and the UAE): standard £19.99; express £39.99.
  • Complete bikes, framesets, wheels and bike bags to Europe are shipped by DHL at the rate shown at checkout.

4. International shipping, duties and customs

Special Order items shipped from outside the UK. Some Special Order items are shipped directly to you by the manufacturer or its appointed distributor from outside the United Kingdom, for example from the EU or Asia. Where this applies, the product page or your order confirmation will say so. These shipments may incur import VAT, customs duty and courier handling or clearance fees, which the carrier will collect from you before or on delivery. These charges are your responsibility, even if you are in the UK, and they are not included in the price or delivery charge shown at checkout. Transit times can also be longer because of customs clearance.

  • Orders shipped outside the UK may be subject to import duties, taxes and customs charges, which vary by country. The buyer is responsible for paying them.
  • Eminence Cycle Co is not liable for delays caused by customs clearance, or for returns caused by it.
  • If a parcel is refused, is not collected, or is returned to us because customs charges were not paid, we will ask you to pay a reshipping fee before we send it again. If you would rather have a refund, section 11 of our Returns & Refund Policy applies.

5. Checking your delivery and reporting damage

How we pack and record every order. Before dispatch, we photograph each item, its serial number where it has one, and its packaging. We seal parcels with tamper-evident tape and record their weight. For high-value orders, we use tracked, signed-for delivery, and our carriers record proof of delivery. We rely on these records when assessing any claim.

What you must do on delivery:

  • Inspect the outer packaging before signing. If a parcel is visibly damaged, crushed, wet or opened, note this with the courier (for example "received damaged"), or refuse the parcel, and photograph it before opening.
  • Unpack and check the contents within 48 hours of delivery. Report any transit damage, missing items or wrong items to jmcyclesltd@gmail.com within 48 hours, with clear photographs of the outer box, the inner and manufacturer packaging, the item, any damage, and the shipping label.
  • Keep all packaging until your claim is settled. The carrier may need to inspect it.
  • Do not fit, install or use an item that appears damaged. Fitting or using a damaged item can make it impossible to find out what caused the damage, and may make it worse.

Damage reported late or after fitting. We will investigate any damage that you report more than 48 hours after delivery, or after the item has been fitted or used. However, we will compare your report against our pre-dispatch photographs, the parcel weight, the carrier's proof of delivery and any signature given without noting damage. Where that evidence shows the item left us and was delivered complete and undamaged, we will not accept the claim. Scratches, marks or other damage consistent with fitting, handling or use after delivery are not treated as transit damage.

Missing items. If you claim that an item was missing from a parcel that arrived sealed, we will check the dispatch weight and photographs and the carrier's records before deciding the claim.

Business customers: transit damage, shortages and incorrect items must be reported within 48 hours of delivery. Claims reported after that will not be accepted.

Consumers: this section does not affect your statutory rights, including your rights if goods were faulty or damaged when delivered.

6. Shipping questions

For any shipping question, please contact us at jmcyclesltd@gmail.com before placing your order.