FAQs

SELECTING A CYCLE

What frame size should I order?

Please see our page on sizing to help you choose: Sizing Guide. If you need any further assistance in selecting your size, we would be very happy to help you select the right cycle. Please call us onl 01789 292 263 (Mon-Fri, 9-5pm).


What does ‘DTT’ stand for after a frame size?

'Double Top Tube'. On the largest frame size of some of our diamond frame classic bicycles, an additional top-tube forms part of the frame for extra strength.

Guv'nor DDT frame size


What is a ‘Diamond’ frame?

Diamond frame is a term used to describe a frame that typically has two triangles that form its frame structure. It has a high top-tube (*) that often requires you to swing you leg over to mount the bicycle.Diamond Frame


What is an ‘Open frame?

An 'open' frame is one which has a 'step-through' frame design with a low top-tube (*) that is easier to step-over when mounting the bicycle. Step-over Frame


ORDERING INFORMATION

What payment options do you accept?

We accept any of the following payment methods:
    • Visa
    • Mastercard
    • Maestro
    • PayPal
    • Apply Pay
    • Google Pay

Can I change or cancel my order?

We are unable to change your order once you have placed it, as it may already be on its way to you. We try to work speedily so that orders arrive as quickly as possible.

If you wish to cancel an order, you may do so within 14 days for cycles and within 28 days for all other product, beginning from the day your order arrives.

Please see our Returns Page, along with the Terms and Conditions of Supply, for full information.


Do your prices include VAT?

All prices for products delivered within the European Union include VAT where applicable. The VAT charged will be UK VAT.


Can my cycle be ordered to any Pashley dealer?

Not all of our Pashley dealers are currently signed-up for the 'Click & Collect' service. If your nearest Pashley dealer is not listed, please contact us and we will endeavour to assist you with your order: 01789 292 263 (Mon-Fri, 9-5pm) or email us: hello@pashley.co.uk


How can I register my Pashley?

We recommend that all new cycles are registered with us after purchase, to aid any future correspondence and any warranty claims. Simply fill out our online registration form.


DELIVERY

What are your delivery options?

Cycles can be delivered to your nearest UK Pashley mainland dealer via 'Click & Collect', along with any other items you wish to add to your order.

Pashley spares, accessories, bags and attire are available for home delivery.

  Estimated Delivery Time Cost of P&P
Click & Collect 5 working days Free
Home Delivery 3-5 working days £3.95

For further information please see our Delivery Page.


How long does delivery take?

We have estimated a delivery date range on each product page. However, our aim where possible is to dispatch your Pashley order from our factory within 3 working days. For further information please see our Delivery Page.


What happens if I'm not in when you deliver?

All deliveries are generally made within working hours (Monday-Friday, 8am-5pm) and must be signed for. You may therefore wish to nominate a secure address where someone is available to sign.  

If there is no response when the courier attempts delivery, they will leave a card  to notify you of your options. It is your responsibility to arrange re-delivery with the courier within the specified time.


Do you deliver to international destinations?

We only currently offer 'click & collect' and 'home delivery' to locations on the UK mainland. We hope to offer delivery to addresses further afield next year.


RETURNS

What is your ‘returns and refunds’ procedure?

We are very proud of our cycles and we want you to really enjoy yours in proper working order. In accordance with your statutory rights, you are entitled to return a cycle within 14 days of collection, provided it is in absolutely new condition and has not been used in any way. For any other product you have up to 28 days to return the item in absolutely new condition. For further information on how to do this, please see our returns page: click here.

Cycles 14 days
Other Items 28 days

What do I do if I think my item is faulty?

Firstly, we are very sorry for any inconvenience caused if you have received an item that has a manufacturing fault. Pashley’s products are rigorously quality tested and it is important to us that all of our products meet these high standards.

For cycles, in the first instance, please contact the dealer you collected the cycle from and they can assist you with making adjustments or replacing any parts if applicable. If you have any further queries, please contact us directly.

For all other items, please contact us directly on +44 (0)1789 292 263 or email hello@pashley.co.uk with your order number to hand.


What should I do if my order is missing or damaged?

We hope that all orders will arrive in one piece. If this does not happen, please call us on +44 (0)1789 292 263 or email  hello@pashley.co.uk and we will do our best to help.

SECURITY AND PRIVACY

Is my personal information stored securely?

At Pashley we believe that keeping your information safe and secure is of paramount importance. For all queries relating to security and privacy, please see our Privacy Policy. If your question isn’t answered here, please call us on +44 (0)1789 292 263.


Do you use ‘cookies’ on the Pashley Collection website?

Yes, we use cookies to keep track of what you have in your basket, allow you to place orders and to remember you when you return to our site. Cookies are tiny text files stored on your computer when you visit certain web pages. To order products on www.pashleystore.co.uk, you need to have cookies enabled. If you don't wish to enable cookies, you'll still be able to browse the site and use it for research purposes. Most web browsers have cookies enabled, but please see our Cookie policy for more information.


ABOUT PASHLEY CYCLES

Where can I learn more about Pashley Cycles?

To learn more about Pashley Cycles and its range of British hand-built bicycles and tricycles, visit the main website at www.pashley.co.uk.


Where are Pashley's products made?

All our cycles and tricycles and hand-built in our factory in Stratford-upon-Avon. You can learn more about our factory on our brochure website: www.pashley.co.uk. In keeping with Pashley’s guiding principles, we also place great emphasis on British design and manufacture throughout our range of accessories and attire. We value British craftsmanship highly; this is reflected in the fact that many of our products are created from locally-sourced materials and made by British manufacturers.


How can I contact Pashley Cycles?

We hear from our customers quite often and cherish this valuable feedback. Indeed, our range of accessories and attire was created as a direct result of customer feedback requesting complimentary product for themselves and their Pashleys. We hope that our products live up to expectations, but – as ever - we await more feedback eagerly – positive or otherwise.

We always have time to talk to our customers and provide support whenever needed. If you have a query about any aspect of our product range or website, we will of course be pleased to help you.

There are a few ways you can get in contact with us – please use whichever method is easiest for you:

Our email address is hello@pashley.co.uk
Our telephone number is +44 (0)1789 292 263
Our postal address is: Pashley Cycles, Masons Road, Stratford-Upon-Avon, Warwickshire, CV37 9NL, UK