Shipping - Tailfin Cycling

Once your order has been placed we take the utmost care to ensure it gets to you as quickly and safely as possible. On this page you will find all the information you need on our shipping and delivery.

Covid-19 Update

Whilst we’re doing our best and working hard with our suppliers to ensure smooth and timely delivery of our products, the Covid-19 pandemic presents challenges unprecedented to the world of shipping, and delays at times can be expected. We will post any updates here on whether we are expecting any, to give you as much warning as possible.

Brexit Update

January 2021 delays into Europe – We are experiencing large delays on the road crossing into Europe, and have been forced to change our courier for the time being. If you require your goods quickly, please select the Express Option at the checkout, these orders will ship via DHL air freight so are not suffering the same delays as our road services.

For further information on the delays, direct from our courier DPD, follow this link: https://www.dpd.co.uk/email/dpd-pausing-eu-services-07012020.html

Taxes, duty, and VAT – All EU orders have the duty, taxes, and administration charges included in the retail price. If you are ordering your package after the 1st of January, do not fear – you should NOT incur any charges for you to pay to import the goods into the EU. If you do incur charges, please pay them on receipt, then email [email protected] for a reimbursement.

Standard Services

(express options are available at checkout)

REGION	AVERAGE TRANSIT TIMES	CARRIER
UK (exc. Channel Islands)	1-2 business days
EU – Zone 1*	1-2 business days
EU – Zone 2**	5-9 business days
EU – Zone 3***	5-15 business days
USA, Canada, Australia & NZ	1-3 business days
Asia	5-9 business days
Rest of the world	5-15 business days

*EU – Zone 1: Germany, Netherlands, Luxembourg, Ireland, France, Belgium, Channel Islands, Isle of Man, Scottish Highlands

**EU – Zone 2: Bulgaria, Sweden, Croatia, Estonia, Finland, Greece, Hungary, Iceland, Latvia, Lithuania, Norway, Romania, Slovenia, Switzerland, Portugal, Spain, Czech Republic, Denmark, Italy, Austria, Poland

***EU – Zone 3: San Marino, Monaco, Albania, Andorra, Cyprus, Faroe Islands, Gibraltar, Greenland, Liechtenstein, Bosnia & Herzegovina, Turkey, Malta, Armenia, Georgia, Belarus, Ukraine

Tracking information

Customers with shipments sent via DPD will receive a text message with delivery date and times, tracking links will also be emailed. All other shipments will receive their tracking links via email, once the order has been despatched from our warehouse.

Costs

We ship free worldwide on orders over £200. Shipping costs for orders below this amount will be shown at the checkout, and depend on the region and size of the parcel.

The other parts

The average transit times are taken from our carriers terms, and although are almost always correct, occasional unforeseen circumstances can cause delays. We will always do our best to notify you of any delays the moment we become aware of them.

We are happy to refund or exchange any unwanted items. If you’ve realised it’s not what you need, it has arrived damaged in some way, or you’ve simply just changed your mind, let us know and we’ll help you with your return. As long as the item is unused, in the original packaging, with the return request actioned within 30 days of receipt, we’ll be right on hand to help you out.

Please note, unwanted items are returned at your own expense.

How to return items

If you live in the UK

Email us at [email protected] with details of your request (photos included). Provided it is not a return for unwanted goods, we will arrange a courier pick-up for the package.
You will receive the postage labels via email, which you will need to print and attach to the original packaging in which you received your order.
Drop the package down to your local CollectPlus Parcel shop (click here to locate your nearest).
Once we have the package we will either repair, exchange or refund – as per your request.

If you live outside of the UK

If the item is being picked up for repair – Once we have received your returns claim form via email, we will be in touch shortly to arrange a courier pick up of the item (please ensure you keep the item in the box it arrived in).
If the item is unwanted – Please return the parcel back to us at our office address shown below.
Once we have the package we will either repair, exchange or refund – as per your request.

Tailfin Returns, Spike Island
133 Cumberland Road
Bristol
BS1 6UX
United Kingdom

If your package was damaged in transit

Please ensure you carefully inspect your package when it arrives. In the unlikely event that the goods or packaging have been damaged in transit, please contact the carrier within 24 hours to submit a claim. Once you have submitted the claim, please also send us a copy to [email protected] (with photos included).

Tailfin products are designed to help you create amazing experiences. But we also want to make sure you’re covered if things don’t go as planned.

Tailfin Crash Replacement Service

Sadly, no warranty within the cycling industry will completely protect you from damage caused by due to crashes, accidents or other mishaps. But if you are unfortunate enough to suffer a crash, then we want to help you get back on the bike. If you’re Tailfin products are damaged as the result of a crash, then we will arrange a 30% discount for you on a like-for-like replacement.

Tailfin 5 Year Warranty *

Tailfin believes in making high-quality products that you can absolutely trust. For that reason, we guarantee all our products against manufacturing defects for 5 years from the date of purchase. If your product fails due to a manufacturing defect – we will repair the product where possible and replace it when it is not.

How To Claim

If you’ve suffered from a crash or discover a manufacturing defect on a Tailfin product please email us at [email protected] with supporting images of the damage/defected product.

* The warranty protects the customer against manufacturing defects and faults but does not cover issues, problems or damage arising from wear and tear, misuse, modification, improper installation or crash damage.

Our prices include VAT, duty, and all administration charges (including shipping costs) to all EU Member States, & Switzerland. Shipments made outside of the EU, & Switzerland may be subject to import duties and charges by your country of origin (worth checking your origin’s ‘de minimus’ value here for more detail on charges to import). If you do incur import tax charges when you receive your package, we will reimburse you this cost. Please send proof of payment, and receipts of charges to [email protected]

Please note: It is a legal requirement that we declare the full value of the goods (including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form and thus we cannot inaccurately describe the contents, claim a lower value or mark as a gift. In the instance that the customer incurs extra import charges, they are encouraged to pay the levies and then send proof of payment to [email protected], where we will reimburse the cost in full.