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Online Ordering
Frequently-Asked Questions
Shipping
US & Canada Orders
Rest of the World Orders
Privacy Statement Online Ordering... This bit is really easy - beside almost every product on our website is a button like this: 
If you want to buy the item, just click on it and you will be taken to a screen showing your shopping cart, with the item already added. If that's all you want, just select the shipping which applies to you, and go to Payments. If you want to order more things, press the “Back” button in your browser to go back to where you were. You can browse as much as you like, and add as much as you like to the shopping cart. To check on your cart without buying anything, press this button on the menu bar to the top right:  Back to top... Frequently-Asked Questions... What about security? All your credit card details are taken by a SSL-secured server - no, I don't know exactly what that means either, but I do know that it is very secure. Look out for the padlock icon at the bottom of your screen. Note that this only applies to the bit where you fill in your card details. If you want to find more about this, the company who is doing this for us is Mal's E-commerce, and their website is www.mals-e.com . What if I change my mind? There are two possible scenarios. 1) If the entire sale was concluded at a distance - i.e. you have never met us in person - then you have seven days from receipt of the goods in which to cancel your order. This does not apply to “...the supply of goods made to the consumers specifications or clearly personalised...”. So if you order a product with custom paint colour or components then this does not apply. It is your responsibility to retain possession of the goods and to take reasonable care of them. In cases where the seven day rule does apply you will be required to pay the return shipping on the item and we will refund the rest of your payment within 30 days. For more info. on the Distance Selling Regulations 2000 have a look at www.hmso.gov.uk/si/si2000/20002334.htm 2) If you have been to the shop to try a demonstrator or have met us face to face in another way then I’m afraid that if you change your mind after the conclusion of the agreement we are entitled to keep all payments or deposits. So be very sure before ordering that bike! What about a guarantee? We guarantee all our products for life. This means that if one of our products breaks or develops a problem at any time, we will fix it. This covers any design or manufacturing faults, no matter how long it takes for them to appear. Obviously, normal wear and tear, abuse or neglect or anything like that will not be covered. Your statutory rights are unaffected. Click here for more info... Whatever happened to the personal touch? I am very aware that online ordering can seem very impersonal - you have no real contact with me at all. If you have any questions or problems on anything, please call me (+44 (0)141 942 2552) or drop me an email at ben@kinetics.org.uk. Are prices accurate? I do my best to make sure they are, but sometimes things change so quickly that I cannot keep up. If a price increases after you order, I'll contact you with the new price and give you the option to continue or cancel with no obligation. For some items, the price varies with the exchange rates - for these the price you pay is the retail price in the country of origin plus shipping charges - it's that simple. Items like this will say email for latest price beside them. How can I pay? We accept most major forms of plastic - Switch, Mastercard, Visa, Delta, etc (but not Amex, sorry). You can also send us a cheque or a bank draft, or arrange an electronic transfer. For these last three options, I'll email you with the details you need. A note on currencies - all our prices are in UK £ Sterling, but if you pay by plastic your card company will bill you in your own currency, with a small percentage taken off for the transfer. Cheques, bank drafts, and electronic transfers must be in UK £ Sterling. All prices include VAT. How long will my order take to arrive? This can vary a lot! If you order something which we have in stock, then it will generally go out that day. If it is something which has to be ordered or imported specially for you then we will contact the manufacturers immediately and let you know their estimated delivery time. Most production items usually take a maximum of 2-3 weeks to arrive. If it's something we're custom-building for you them we'll give you an estimated delivery time with regular updates on progress. What if a mistake is made? If we send you something which turns out to be faulty, please give me a call. We will either sort out the item (repair or replace it, at our discretion) or give you a full and immediate refund if you prefer. If we make a mistake and send you the wrong thing, we will rectify the mistake at no cost to you. If it's your mistake, then give me a call or email me (ben@kinetics.org.uk) as soon as possible. I'll do my best to help. Who am I dealing with really? That's one big problem with the internet - sometimes it's really hard to find out much about the companies you are buying from. We don't want to be like that! Our full business details are as follows: Kinetics (Ben Cooper trading as...)
54 Switchback Road
Bearsden
Glasgow G61 1AE
UK tel/fax: (+44) (0)141 942 2552
email: ben@kinetics.org.uk
VAT reg. no.: 659 2607 09 You are very welcome to drop in and see us, or give us a call. Our opening hours are 9am to 5pm, Tues to Sat. We're closed on Sundays and Mondays (so I can work on the webpages!). To find out more about us, see the About Us page. What if I have a complaint? If you have a complaint then contact us by letter, telephone, fax or email at the address above - please give as much information as possible as this will help us to resolve the complaint. Your complaint will be acknowledged within 5 working days and at this point we will advise you as to how long it may take to resolve your complaint. We will also undertake to keep you informed of progress throughout the process. Back to top... Shipping... Shipping is calculated using the following table: UK | Parts & accessories | £5 | | Heinzmann kits or folding bikes | £15 | | Full-size bike | £25 |
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Bikes are sent in full boxes, by whatever courier is best at the moment! I know the bike price is very high - we don’t make any profit on shipping, but most couriers don’t seem to want to handle bikes. You are also very welcome to come collect your bike in person - that way we can set it up perfectly for you. For international orders, I will obtain a quote for shipping and let you know - if the shipping cost is too high, then you can cancel your order with no obligation. As a very rough guide, a small parcel to the US or Japan is about £25-£75 (depending on weight) and a bike can be over £350. Back to top... USA & Canada Orders...
Our insurers refuse to cover us for export to the USA or Canada (due to the very litigious environment in your countries), so there are some limits on what we can do for you. We aren’t able to ship complete bikes to you, but we will ship components and accessories. We also strongly suggest that you have the items fitted by a professional cycle technician. Note: As we are UK-based, we cannot give exact prices or quotes in US dollars (or any other currency). All our prices are set in pounds sterling. You can get an idea of the price in your currency by going to www.xe.com - but be aware that exchange rates vary day-by-day and that your bank or credit card company will also take a small percentage of the total. Back to top... Rest of the World Orders...
We are insured for you - no disclaimer needed! Back to top... Privacy Statement... If you have any concerns about privacy then please contact Ben Cooper at the address above who will address your concerns. We collect information about you in various ways. We generally archive all emails from people. We also retain all information you give to us in the event of an order - in some cases including your credit card no. which is securely stored in an offline location. At your request we are happy to provide you with copies of all info. held about you on our system (Data Protection Act UK). The reason we keep all this information is so we can carry on our business, and deal with you more efficiently. We keep records for warranty reasons, to know what you are interested in and what we should be selling (or not!). We will never use the information we hold on you to send you unsolicited information or marketing material neither will we ever pass on your details to a third party without your knowledge. All the data is stored offline, so there's no way someone can hack into and steal it. Under the UK's Data Protection Act, you have the right to a copy of any info we store about you on computer - email me if you want that. Back to top... | 
