Customer Care

YOU’RE NEVER REALLY ALONE ON AN ELECTRA

We’re dedicated to making cycling fun. So whatever you need, whenever you need it, we’ll do what it takes to get you back to your regularly scheduled shenanigans, tomfoolery and high jinks in no time.

GIVE US A SHOUT

Have a question, comment or concern? Just want to talk? We’re here to listen. Give us a call at any time or send an email and we’ll make sure that you’re taken care of.

Get in touch

RIDE WITH CONFIDENCE

Learn how to register your bike and activate your warranty to best protect you and your ride.

Learn more

KEEP IT REAL

Electra products are only available through Electra-authorised dealers. Use this guide to make sure you’re buying our products from a reliable source.

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Orders

Ordering a bike
Our inventory is available to all Electra retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for collection or delivery.

Order status
To check the status of your order, please log in to My Account for order and delivery information. You can also track your order through the tracking link in your delivery confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history and stay up-to-date on the latest and greatest from Electra.

Change or cancel order
Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Order declined
If your order has been declined, please check with the financial institution that issued the credit card for additional information.

Retailer of choice
Sadly, a website can't fix a flat, tune your derailleur, put extra pickle on your ploughman's or answer questions you may have about your ride. That’s why your local Electra dealers are geared up and ready to help. Plus, if you change your order to one for collection, we’ll pay to send it! Bonus!

Updating retailer of choice
You can update your retailer of choice at any time by logging in to 'My Account' and select 'Update Preferred Retailer'. To confirm your current retailer preference, select 'Profile'. Please be aware that you cannot change your retailer of choice once you have placed your order.

Delivery & Collection

We are currently experiencing a high volume of orders on electra.trekbikes.com. Standard delivery, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Please allow: 4-8 days for standard delivery on accessories
2-5 days for click & collect on accessories
5-9 days for click & collect & retailer home delivery bike orders


For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Electra.trekbikes.com offers three convenient delivery options:

Dispatch to your address:

Available for accessories only. If you choose standard shipping, your order will be delivered to the specified shipping address in your account within 4 - 8 business days. Refer to the shipping table below for standard shipping charges.

Send to shop:

Available for both bikes and accessories. Trek offers free standard delivery to your local preferred Trek retailer. Your order will be available for pick up within 2 - 5 business days. Bike orders will be available for pick up within 5 - 9 business days. There are no additional assembly charges for bikes. You will be contacted by the retailer confirming when your goods will be available for collection. Orders will be held for 14 business days after arrival. If you are unable to collect your order within this timeframe, please make arrangements with your selected retailer.

When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Photo ID

Dealer home delivery*:

Available for bikes only. Accessories can also be delivered via dealer home delivery, if included as part of the same order. Select dealers can deliver your bike and accessories directly to your front door! At checkout, select 'home delivery' to have your Electra dealer build your bike and deliver it to your home. An additional delivery fee of £35 will apply. All bikes are sent to Electra dealers first for assembly. There are no additional assembly charges for bikes. With home delivery, you will be notified when your order arrives at your dealer and contacted to arrange a convenient delivery time.

When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Photo ID

*Note: not all Electra dealers offer this service.

Delivery Table


Please allow
4-8 days for standard shipping on accessories
2-5 days for click and collect on accessories
5-9 days for click & collect and retailer home delivery bike orders

For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Delivery Method Orders under £40 Orders over £40 Expected Delivery Time
Standard Delivery £2.00 FREE 4-8 business days
Click & Collect FREE FREE Please allow 2-5 business days for accessories pick-up in store
Please allow 5-9 business days for bike pick-up in store.
You will be contacted by the retailer for collection date.
Click and Retailer Home Delivery N/A £35.00 Please allow 5-9 business days for home delivery.
You will be contacted by the retailer confirming the delivery date.

*Shipping schedule applies to orders placed before 16.00.

Trek ships Monday through Friday, deliveries will take longer if it’s a UK Bank Holiday period.

Delivery times to the Scottish Highlands & Islands may be extended depending exactly on where you live.

We only offer shipping to the UK mainland. We do not ship to Northern Ireland, the Channel Islands or The Isle of Man.

Merchandise that arrives damaged or defective will be either refunded immediately or a replacement sent depending on the wishes of the customer.

Tracking My Order
You will receive a delivery confirmation with a tracking link after placing your order. Registered account users can log in to their account for delivery status.

Send to shop order collection
Ready for collection
Your Electra dealer will contact you when your order is ready for collection either by phone or email. Your order will be held for 14 working days. Please make arrangements with your Electra dealer if you are unable to collect within 14 days.

Collecting your order
Please bring a copy of your receipt, the credit card used in the transaction and a photo ID.

Bike order
Bikes are intricate machines. In order to give you the best possible riding experience, your dealer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery.

Deliver to your address and order collection
Each order can only use one delivery method. If you want an order to be dispatched to your home and your local dealer you will need to place a separate order for each method of delivery desired.

International delivery
At this time, we only offer shipping to addresses within UK mainland. We do not ship to freight forwarding addresses.

APO or post office box shipping
Post office box shipping
At this time, we can only send to residential or business addresses. If you have a PO Box, consider having your order sent to a dealer for free!
APO box shipping
Standard shipping restrictions apply.

Returns & exchanges

We understand the importance of the right product and the right fit, and we want you to love your Electra. To make a return, please follow these guidelines:

To qualify for a return:

  • Returns will be accepted within 30 days of purchase.
  • The item(s) must be in new, unused condition with the original packaging.
  • Proof of purchase required.
  • A refund will be applied to the original card used in the transaction.


Return to Electra dealer
Bring your order, with proof of purchase, to your local Electra dealer. Bike returns must be returned to the local Electra dealer who assembled your bike.

Return by post
Return delivery is always free for customers with registered accounts on trekbikes.com. The right hand portion of your packing slip is a returns label. Please repackage your item, attach the label, and take to your local DPD Drop off point. Log in to your Trekbikes.com account should you need to request a new return label.
If you checked out as a guest and do not have an account, you are responsible for all return delivery charges. Post your return with the original packing slip to the Trek address printed on your packing slip. We suggest return by a carrier that can track delivery.

Bike returns
Bikes can be returned within 30 days if in a new and unused condition. When you collect your order or have it delivered, your Electra retailer will review the purchase with you and make sure that it meets your expectations. Questions regarding your purchase should be directed to the Electra dealer of delivery. Electra warehouses will not accept returned bikes.

Exchanges
Electra.trekbikes.com offers refunds rather than exchanges. If you need another item in a different size or colour, or a different product altogether, please place a new order and follow the return procedure to receive a credit for your original purchase.

Return credit status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4–10 working days.

Delivery charge refund
If there was an error on your order such as wrong item delivered or damage during delivery, Electra will credit your original delivery charges (if applicable). Call us at 01908 360140. Delivery charges will be refunded if Electra: 1) ships the incorrect merchandise; 2) the merchandise was delivered damaged or defective; 3) the merchandise was damaged during delivery.

Your account

We understand the importance of the product and the right fit, and we want you to love your Electra. To make a return, please follow these guidelines:

Benefits of creating an account
By registering, you've officially joined the Electra family and shown your dedication to keeping riding fun. With your account, you'll receive free returns, a detailed order history and faster checkout with saved billing and delivery information. You'll also be among the first to receive exclusive Electra information.

Create your account
Creating an account at electra.trekbikes.com is easy. Click Login/Register at any time. You can also create an account when you place an order.

Updating your account
You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/delivery information and your preferred Electra dealer.

Payment


Forms of payment accepted
MasterCard, Visa, Visa Debit and Maestro.

Credit card return status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4–10 working days.

Order declined
If your order has been declined, please check with the financial institution that issued the credit card for additional information.