Buying from VeloSolo

Introduction

Shopping on this website is conducted through Paypal's secure system. When clicking on a 'purchase' button or entering any personal information you will be taken to PayPal's fully secure pages. Please see below for our terms and conditions which automatically apply to all orders placed via this website. Please note: maximum shipping charged within the UK mainland is £6.95; full details below. All orders are packed with great care and (if placed by 1pm) are dispatched the very same working day wherever possible - order a cog or spacer kit in the UK on Tuesday morning and it will normally be through your letterbox on Wednesday morning.

Having establishing the VeloSolo website in 2007 we are sixteen years old in 2023 and have conducted business on eBay for over twenty years dispatching tens of thousands of items to more than 60 countries all around the world. Thinking of buying at VeloSolo? It is not an idle boast that we pride ourselves on the very highest levels of service and back-up. Please check our feedback as ebay sellers or see the 'about' page above for customer testimonials or further reviews at Trustpilot VeloSolo reviews.

If you prefer, many products listed on the website are also available in our eBay shop. However, due to ever rising eBay fees we are able to offer many items at lower cost (list price or lower shipping) here at the website.

If you are looking for ex-demo or shop-soiled parts at reduced prices please check the samples page for more.

Please note: within the webshop other components may be shown in photos for illustrative purposes only and are not included in the sale of each item as described. Whilst every effort is made to reproduce accurate information, we reserve the right to change specifications, appearance, packaging and availability without prior notice and all items are subject to cosmetic or technical changes and revision by the manufacturer.

Payment

Shopping on this website is conducted through Paypal's secure system and pages. You do not need a Paypal account to use this system, simply a credit or debit card. If you are in the UK and you prefer to make payment via bank transfer please email and we send full details. Please note: for all destinations the maximum payment we can accept via Paypal is £250. For larger orders please contact us to arrange payment via bank transfer.

Following every transaction we always send a personal acknowledgement email to the buyer's registered Paypal email address detailing dispatch time and any shipping refund due or query with your order. Please check your spam/junk/deleted folder and webmail if you have not received this email (in particular Gmail and Hotmail accounts are terrible at spamming our emails). We personally check every order - if you order bars and a stem that do not fit together or the wrong brake cables for a set of levers we will email and check with you.

Shipping and International orders

IMPORTANT NOTICE FOR CUSTOMERS IN GERMANY, AUSTRIA, FINLAND, DENMARK.

Unfortunately, it appears that German and Austrian postal services are refusing our parcels despite all forms being in order. We are not sure why but sadly we will not be able to send any orders to these countries until further notice unless we make special arrangements with the customer to send via different methods. In addition, despite sending parcels to thousands of customers in Finland and Denmark for over fifteen years we are experiencing many delays there too - this seems to be again customs related following Brexit. Please be aware that orders may take four weeks or more to reach these destinations. IMPORTANT: Please do NOT order from these countries without contacting us first as we will not be able to refund banking costs in case of cancelled orders.

Paypal's basic shopping cart will rack up the postage excessively (especially in the UK) - don't worry! - multiple purchases will where possible receive a combined shipping refund shortly after the transaction is completed via a manual Paypal refund. For example, UK shipping for an Andel singlespeed cog and SS spacer kit is refunded down to £3.95 not £5.95 as charged via the cart (maximum shipping charged within the UK mainland is £6.95 with most orders shipping for £3 to £4).

Shipping address: Please note; under Paypal payment terms and conditions we can only ship an order to the buyer's registered address on their Paypal account or the address entered when placing an order. We cannot send goods to a different address notified by email or similar.

All website prices are in UK £s. Shipping costs shown are for Royal Mail First Class Post within the mainland UK (larger orders are sent via Royal Mail 48 hour, DHL or UPS) together with EU and WORLD (USA, Canada, Aus, NZ, Japan, China etc) airmail shipping costs in brackets. Please see note below for international orders.

IMPORTANT NOTE: for orders from outside the UK*. Paypal's basic shopping cart does not calculate international shipping. Shipping for the UK will automatically be added but if buying from outside the UK please add the extra shipping required via 'shipping units' at the bottom of each shop page. For example, a cog costs £19.95 and UK shipping at £2.95 will be included. For delivery to the EU, USA or other countries worldwide shipping is £6.95 (£4.00 extra) so if you purchase a cog from outside the UK you will also need to purchase 1 x £4.00 shipping unit. If unsure, simply place the order as required and we will advise of any additional shipping required.

Important note for international customers: Royal Mail no longer pay compensation for lost parcels both within the UK and worldwide. Consequently orders of a certain value sent outside the UK may be subject to an additional shipping charge (£6 to £8) on top of normal international shipping to cover against losses. Note: in case of cancelled international orders, PayPal costs will not be refunded.

If you would like an exact quote for shipping or alternatively a Paypal invoice sent before making a purchase please email and we will be happy to help. We ship every day to various countries around the world. Airmail shipping time to Europe is normally around 5 - 15 days, US and other non European countries normally 10 - 21 days but please see dispatch email following your order for up to date delivery times. Following Brexit shipping times can be much longer and customers should allow 21 working days.

Customers in Italy, Greece, Cyprus, Turkey, Israel, South America, South Africa, Bulgaria, Romania, Hungary, Bosnia, Coatia, Slovakia, Estonia, Lithuania, Russia, selected other World and Eastern European countries*: In our experience the postal systems of these countries suffer from a disproportionate number of delayed or lost packages totally beyond our control. Following a number of problems we regret that orders sent to these destinations of any value may be subject to an additional shipping charge (£6 to £8) on top of normal international shipping to cover tracking and insurance. We are also now advising customers in these locations that they should allow additional time for deliveries rather than the usual 10 days or so. *Please note: this charge may also apply to other destinations at our discretion.

Customs and Import Duties: Goods imported to your country from the UK may be subject to local import tax or duty. Please ensure you are aware of these taxes. Typically these charges (if applicable) will be handled by your local shipping service but they are not extra shipping charges. VeloSolo Ltd cannot falsify customs declarations.

We ensure all necessary customs forms are completed for both EU and World destinations. If goods are returned to VeloSolo due to refusal by Customs and Import authorities or due to non-collection or errors given in the address we regret that shipping costs will not be refunded.

Returns

Important: we regret we cannot accept returns for international orders. For customers in the UK, if you wish to return an item please return it unused in the original packaging within 14 days (shipping costs are not included). Please email before sending and return items by registered post - we cannot be responsible for lost returned packages! Returns received without emailing us first or in non-saleable condition may be subject to a surcharge. Please note: returns are processed in bulk so please allow a minimum of 28 working days from VeloSolo receiving the returned parcel for the refund to be processed. If you have any other issues or problems with an order please email - we will sort it out to your satisfaction.

Delayed and missing orders

We dispatch hundreds of orders around the world every week and the vast majority arrive safely and on time. Unfortunately, once parcels enter the postal system they are beyond our control and we must rely on Royal Mail and other carrier companies to deliver our goods. In a tiny number of cases parcels may be severely delayed or lost. Royal Mail (RM) insists that the procedures for making a postal claim are strictly adhered to. They will not consider an item lost and accept a claim until 15 working days (UK) and 25 days (International) after the item(s) was dispatched. In most cases a parcel thought lost is being held at the local postal sorting office or with customs. If a parcel appears delayed or lost please check it is not with your local postal depot on account of a failure to deliver - normally a card should come through your letterbox but this does not always happen.

We understand a delayed or lost order is very inconvenient for the customer and in some cases we may be able to re-send the order before this date. However, we must make a claim for loss and as part of this RM will write to the customer requesting that they confirm the original order was not delivered. When this letter is received please be sure to reply as they will not process the claim without it. We will also ask you to email us after 15 working days (UK) to confirm again that the item still has not been delivered. We sincerely regret the inconvenience that occurs with a delay or non-delivery due to RM. Sadly we are at their mercy and must now observe this procedure following a number of recent claims refused by RM where the customer has not confirmed in writing that an order was not received and we had already re-sent the order.

Thank you from VeloSolo.